{"id":"https://openalex.org/W2043168903","doi":"https://doi.org/10.4018/jesma.2009092201","title":"Successful Web-Based IT Support Services","display_name":"Successful Web-Based IT Support Services","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2043168903","doi":"https://doi.org/10.4018/jesma.2009092201","mag":"2043168903"},"language":"en","primary_location":{"id":"doi:10.4018/jesma.2009092201","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jesma.2009092201","pdf_url":null,"source":{"id":"https://openalex.org/S180914091","display_name":"International Journal of E-Services and Mobile Applications","issn_l":"1941-627X","issn":["1941-627X","1941-6288"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Services and Mobile Applications","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"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":false,"raw_author_name":"Vanessa Cooper","raw_affiliation_strings":["RMIT University, Australia","RMIT University, AUSTRALIA"],"raw_orcid":"https://orcid.org/0000-0002-8299-7056","affiliations":[{"raw_affiliation_string":"RMIT University, Australia","institution_ids":["https://openalex.org/I82951845"]},{"raw_affiliation_string":"RMIT University, AUSTRALIA","institution_ids":["https://openalex.org/I82951845"]}]},{"author_position":"middle","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, Australia","#N##TAB##TAB##TAB##TAB# Deakin University, Australia#N##TAB##TAB##TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Deakin University, Australia","institution_ids":["https://openalex.org/I149704539"]},{"raw_affiliation_string":"#N##TAB##TAB##TAB##TAB# Deakin University, Australia#N##TAB##TAB##TAB#","institution_ids":["https://openalex.org/I149704539"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5086018229","display_name":"Ross Smith","orcid":"https://orcid.org/0000-0002-9044-9199"},"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":false,"raw_author_name":"Ross Smith","raw_affiliation_strings":["RMIT University, Australia","RMIT University, AUSTRALIA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"RMIT University, Australia","institution_ids":["https://openalex.org/I82951845"]},{"raw_affiliation_string":"RMIT University, AUSTRALIA","institution_ids":["https://openalex.org/I82951845"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.9375,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.90857085,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"1","issue":"1","first_page":"1","last_page":"20"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9977999925613403,"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"}},"topics":[{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9977999925613403,"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"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.996999979019165,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9955000281333923,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.7990951538085938},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7151281833648682},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.6519917249679565},{"id":"https://openalex.org/keywords/business-service-provider","display_name":"Business service provider","score":0.6342252492904663},{"id":"https://openalex.org/keywords/multinational-corporation","display_name":"Multinational corporation","score":0.5391486287117004},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.5157056450843811},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.5150034427642822},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5087338089942932},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4818326532840729},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.4613094627857208},{"id":"https://openalex.org/keywords/application-service-provider","display_name":"Application service provider","score":0.44367340207099915},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.42324548959732056},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4228511452674866},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3494557738304138},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.1569310426712036},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.11296433210372925}],"concepts":[{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.7990951538085938},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7151281833648682},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.6519917249679565},{"id":"https://openalex.org/C1622189","wikidata":"https://www.wikidata.org/wiki/Q5001944","display_name":"Business service provider","level":5,"score":0.6342252492904663},{"id":"https://openalex.org/C158016649","wikidata":"https://www.wikidata.org/wiki/Q161726","display_name":"Multinational corporation","level":2,"score":0.5391486287117004},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.5157056450843811},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.5150034427642822},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5087338089942932},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4818326532840729},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.4613094627857208},{"id":"https://openalex.org/C76143314","wikidata":"https://www.wikidata.org/wiki/Q621601","display_name":"Application service provider","level":5,"score":0.44367340207099915},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.42324548959732056},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4228511452674866},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3494557738304138},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1569310426712036},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.11296433210372925},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jesma.2009092201","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jesma.2009092201","pdf_url":null,"source":{"id":"https://openalex.org/S180914091","display_name":"International Journal of E-Services and Mobile Applications","issn_l":"1941-627X","issn":["1941-627X","1941-6288"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Services and Mobile Applications","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jesma0:v:1:y:2009:i:1:p:1-20","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jesma.2009092201","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":58,"referenced_works":["https://openalex.org/W52319684","https://openalex.org/W158341328","https://openalex.org/W275974880","https://openalex.org/W351925240","https://openalex.org/W1483062179","https://openalex.org/W1483421916","https://openalex.org/W1494006222","https://openalex.org/W1496243236","https://openalex.org/W1532478712","https://openalex.org/W1543209321","https://openalex.org/W1552722888","https://openalex.org/W1576185289","https://openalex.org/W1591706532","https://openalex.org/W1601321577","https://openalex.org/W1604366508","https://openalex.org/W1968038975","https://openalex.org/W1970056688","https://openalex.org/W1983575137","https://openalex.org/W1989669077","https://openalex.org/W1992085387","https://openalex.org/W2000875204","https://openalex.org/W2006141925","https://openalex.org/W2010335003","https://openalex.org/W2014441545","https://openalex.org/W2015145663","https://openalex.org/W2016853005","https://openalex.org/W2030638771","https://openalex.org/W2037466801","https://openalex.org/W2042103178","https://openalex.org/W2042379927","https://openalex.org/W2052830395","https://openalex.org/W2063168013","https://openalex.org/W2086445347","https://openalex.org/W2088993590","https://openalex.org/W2089091233","https://openalex.org/W2092908392","https://openalex.org/W2094922280","https://openalex.org/W2100877102","https://openalex.org/W2103157761","https://openalex.org/W2106634059","https://openalex.org/W2108197827","https://openalex.org/W2112369245","https://openalex.org/W2112421957","https://openalex.org/W2115065916","https://openalex.org/W2118101410","https://openalex.org/W2125700060","https://openalex.org/W2143903333","https://openalex.org/W2154520570","https://openalex.org/W2160380001","https://openalex.org/W2161082506","https://openalex.org/W2166649938","https://openalex.org/W2172157658","https://openalex.org/W2483456908","https://openalex.org/W2907899433","https://openalex.org/W3106985882","https://openalex.org/W3143057269","https://openalex.org/W4243820044","https://openalex.org/W6611888568"],"related_works":["https://openalex.org/W1507972240","https://openalex.org/W2301887030","https://openalex.org/W2133079869","https://openalex.org/W4220762673","https://openalex.org/W2154017244","https://openalex.org/W2168158826","https://openalex.org/W641722571","https://openalex.org/W2786810075","https://openalex.org/W2112244512","https://openalex.org/W4250502192"],"abstract_inverted_index":{"Web-based":[0],"self-service":[1],"systems":[2],"(WSSs)":[3],"are":[4,19,134],"increasingly":[5,29],"leveraged":[6],"for":[7,86,130],"the":[8,38,49,52,98,118,121,124],"delivery":[9],"of":[10,37,48,51,68,102,117,123],"after-sales":[11],"information":[12],"technology":[13],"(IT)":[14],"support":[15],"services.":[16],"Such":[17],"services":[18],"offered":[20],"by":[21,41],"IT":[22,42,69,76,87],"service":[23,43,70,77,88],"providers":[24,44],"to":[25,94],"customer":[26],"firms":[27,54,79],"and":[28,55,96,100,106,132],"involve":[30],"business":[31],"partners.":[32],"However":[33],"little":[34],"is":[35,92,120],"known":[36],"challenges":[39,109,126],"faced":[40],"as":[45],"a":[46],"result":[47],"involvement":[50],"other":[53,103],"their":[56],"employees":[57],"(end-users).":[58],"This":[59],"paper":[60,119],"reports":[61],"related":[62],"findings":[63,83],"from":[64],"an":[65],"interpretive":[66],"study":[67],"provider":[71,78],"perceptions":[72],"in":[73,111],"six":[74],"multinational":[75],"(Cooper,":[80],"2007).":[81],"The":[82,114],"highlight":[84],"that,":[85],"providers,":[89],"(1)":[90],"it":[91],"important":[93],"consider":[95],"resolve":[97],"needs":[99],"concerns":[101],"key":[104,125],"stakeholders,":[105],"(2)":[107],"significant":[108],"exist":[110],"doing":[112],"so.":[113],"main":[115],"contribution":[116],"identification":[122],"involved.":[127],"Important":[128],"implications":[129],"theory":[131],"practice":[133],"discussed.":[135]},"counts_by_year":[{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2016-06-24T00:00:00"}