{"id":"https://openalex.org/W2094701976","doi":"https://doi.org/10.1108/13287261011042930","title":"Supporting knowledge transfer in web\u2010based managed IT support","display_name":"Supporting knowledge transfer in web\u2010based managed IT support","publication_year":2010,"publication_date":"2010-05-04","ids":{"openalex":"https://openalex.org/W2094701976","doi":"https://doi.org/10.1108/13287261011042930","mag":"2094701976"},"language":"en","primary_location":{"id":"doi:10.1108/13287261011042930","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261011042930","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://figshare.com/articles/journal_contribution/Supporting_knowledge_transfer_in_web-based_managed_IT_support/21012691","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101677654","display_name":"Vanessa Cooper","orcid":"https://orcid.org/0000-0002-8299-7056"},"institutions":[{"id":"https://openalex.org/I82951845","display_name":"RMIT University","ror":"https://ror.org/04ttjf776","country_code":"AU","type":"education","lineage":["https://openalex.org/I82951845"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Vanessa A. Cooper","raw_affiliation_strings":["RMIT University, Melbourne, Australia","RMIT University, Melbourne Australia"],"affiliations":[{"raw_affiliation_string":"RMIT University, Melbourne, Australia","institution_ids":["https://openalex.org/I82951845"]},{"raw_affiliation_string":"RMIT University, Melbourne Australia","institution_ids":["https://openalex.org/I82951845"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5028184733","display_name":"Sharman Lichtenstein","orcid":null},"institutions":[{"id":"https://openalex.org/I149704539","display_name":"Deakin University","ror":"https://ror.org/02czsnj07","country_code":"AU","type":"education","lineage":["https://openalex.org/I149704539"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Sharman Lichtenstein","raw_affiliation_strings":["Deakin University, Burwood, Australia"],"affiliations":[{"raw_affiliation_string":"Deakin University, Burwood, Australia","institution_ids":["https://openalex.org/I149704539"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5101677654"],"corresponding_institution_ids":["https://openalex.org/I82951845"],"apc_list":null,"apc_paid":null,"fwci":1.5963,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.88134228,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":"12","issue":"2","first_page":"140","last_page":"160"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9919999837875366,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9919999837875366,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9883999824523926,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9851999878883362,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.6693960428237915},{"id":"https://openalex.org/keywords/knowledge-transfer","display_name":"Knowledge transfer","score":0.580737292766571},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5579753518104553},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4965077042579651},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.4597359895706177},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.4585345685482025},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4380115270614624},{"id":"https://openalex.org/keywords/web-2.0","display_name":"Web 2.0","score":0.43108686804771423},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4259074330329895},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4145081043243408},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.37443679571151733},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3460227847099304},{"id":"https://openalex.org/keywords/web-service","display_name":"Web service","score":0.3066900670528412},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.1995815932750702},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.17757463455200195},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.1538296341896057}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.6693960428237915},{"id":"https://openalex.org/C2776960227","wikidata":"https://www.wikidata.org/wiki/Q2586354","display_name":"Knowledge transfer","level":2,"score":0.580737292766571},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5579753518104553},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4965077042579651},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.4597359895706177},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4585345685482025},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4380115270614624},{"id":"https://openalex.org/C136699151","wikidata":"https://www.wikidata.org/wiki/Q131164","display_name":"Web 2.0","level":3,"score":0.43108686804771423},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4259074330329895},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4145081043243408},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.37443679571151733},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3460227847099304},{"id":"https://openalex.org/C35578498","wikidata":"https://www.wikidata.org/wiki/Q193424","display_name":"Web service","level":2,"score":0.3066900670528412},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.1995815932750702},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.17757463455200195},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.1538296341896057},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0}],"mesh":[],"locations_count":6,"locations":[{"id":"doi:10.1108/13287261011042930","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261011042930","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"},{"id":"pmh:oai:researchbank.rmit.edu.au:rmit:9586","is_oa":false,"landing_page_url":"http://researchbank.rmit.edu.au/view/rmit:9586","pdf_url":null,"source":{"id":"https://openalex.org/S4306402074","display_name":"RMIT Research Repository (RMIT University Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I82951845","host_organization_name":"RMIT University","host_organization_lineage":["https://openalex.org/I82951845"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal Article"},{"id":"pmh:oai:alma.61RMIT_INST:11246434910001341","is_oa":false,"landing_page_url":"http://doi.org/10.1108/13287261011042930","pdf_url":null,"source":{"id":"https://openalex.org/S4306402074","display_name":"RMIT Research Repository (RMIT University Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I82951845","host_organization_name":"RMIT University","host_organization_lineage":["https://openalex.org/I82951845"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},{"id":"pmh:oai:dro.deakin.edu.au:DU:30033280","is_oa":false,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306402457","display_name":"Deakin Research Online (Deakin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I149704539","host_organization_name":"Deakin University","host_organization_lineage":["https://openalex.org/I149704539"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal Article"},{"id":"pmh:oai:figshare.com:article/21012691","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Supporting_knowledge_transfer_in_web-based_managed_IT_support/21012691","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},{"id":"pmh:oai:figshare.com:article/27438324","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Supporting_knowledge_transfer_in_web-based_managed_IT_support/27438324","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/21012691","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Supporting_knowledge_transfer_in_web-based_managed_IT_support/21012691","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":41,"referenced_works":["https://openalex.org/W52319684","https://openalex.org/W157932891","https://openalex.org/W207389414","https://openalex.org/W1487897302","https://openalex.org/W1527311855","https://openalex.org/W1576185289","https://openalex.org/W1966498491","https://openalex.org/W1975678062","https://openalex.org/W1979395331","https://openalex.org/W1986409288","https://openalex.org/W1988858067","https://openalex.org/W2003777737","https://openalex.org/W2014441545","https://openalex.org/W2016676281","https://openalex.org/W2017145069","https://openalex.org/W2023293975","https://openalex.org/W2033469757","https://openalex.org/W2037466801","https://openalex.org/W2038496838","https://openalex.org/W2039765860","https://openalex.org/W2041510568","https://openalex.org/W2043572003","https://openalex.org/W2050036882","https://openalex.org/W2052505988","https://openalex.org/W2063168013","https://openalex.org/W2064872807","https://openalex.org/W2077922202","https://openalex.org/W2095659828","https://openalex.org/W2118101410","https://openalex.org/W2127992368","https://openalex.org/W2153222072","https://openalex.org/W2155987636","https://openalex.org/W2160380001","https://openalex.org/W2168713174","https://openalex.org/W2172157658","https://openalex.org/W2333975304","https://openalex.org/W2892747141","https://openalex.org/W2907899433","https://openalex.org/W3106985882","https://openalex.org/W4231152088","https://openalex.org/W4243820044"],"related_works":["https://openalex.org/W2593155302","https://openalex.org/W2041415459","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2352855287","https://openalex.org/W4200071106","https://openalex.org/W2378906650","https://openalex.org/W2384288445","https://openalex.org/W2382526412","https://openalex.org/W2083496135"],"abstract_inverted_index":{"Purpose":[0],"The":[1,36,61,99,120,132,151,176],"purpose":[2],"of":[3,13,21,43,54,73,83,107,113,124,183],"this":[4],"paper":[5,37,62,100,133,152,177],"is":[6,30,147],"to":[7,79,91],"highlight":[8],"the":[9,14,19,28,71,111,144,179],"importance":[10],"and":[11,50,86,94,122,138,157,160,191],"complexities":[12],"knowledge":[15,108,125,185],"transfer":[16,109,126,186],"process":[17],"in":[18,89,110,187],"provision":[20,72,112],"effective":[22],"managed":[23,115,168],"after\u2010sales":[24,74,116,169],"IT":[25,75,117,170],"support,":[26],"when":[27,166],"web":[29],"used":[31],"for":[32,70],"service":[33],"delivery.":[34],"Design/methodology/approach":[35],"features":[38],"an":[39],"interpretive":[40],"case":[41],"study":[42],"a":[44,51,81,102,135,188],"multi\u2010national":[45],"Managed":[46],"Service":[47],"Provider":[48],"(MSP)":[49],"focus":[52],"group":[53],"representatives":[55],"from":[56,143],"five":[57],"comparable":[58],"MSPs.":[59],"Findings":[60],"finds":[63],"that":[64,66,140],"MSPs":[65,165],"use":[67],"web\u2010based":[68,114,173,193],"channels":[69],"support":[76,118,171],"services":[77],"need":[78],"address":[80],"range":[82],"important":[84,155],"social":[85,156],"organisational":[87,158],"issues":[88],"order":[90],"realise":[92],"cost":[93],"efficiency\u2010based":[95],"benefits.":[96],"Research":[97],"limitations/implications":[98],"provides":[101,178],"four":[103],"stage":[104,129],"processual":[105],"model":[106,182],"services.":[119],"barriers":[121],"enablers":[123,159],"at":[127],"each":[128],"are":[130],"identified.":[131],"adopts":[134],"MSP":[136],"perspective":[137,146],"suggests":[139],"further":[141],"research":[142],"customer":[145],"required.":[148],"Practical":[149],"implications":[150],"highlights":[153],"some":[154],"barriers,":[161],"which":[162],"will":[163],"guide":[164],"providing":[167],"using":[172],"channels.":[174],"Originality/value":[175],"first":[180],"staged":[181],"inter\u2010organisational":[184],"complex":[189],"multi\u2010organisational":[190],"multi\u2010channel":[192],"context.":[194]},"counts_by_year":[{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-04-04T16:13:02.066488","created_date":"2025-10-10T00:00:00"}