Research Services Division

Deakin Research

Research Output for Vanessa Cooper

Note: The 2012, 2013, 2014 publications have not been audited.

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Publications

2011 External

Cooper, Vanessa*, Lichtenstein, Sharman and Smith, Ross* (2011) Key challenges for delivering web-based IT support services : the provider perspective, in Scupola, Ada (eds), Developing technologies in E-Services, self-services and mobile communication new concepts, pp. 30-50, Information Science Reference, Hershey Pa. [B1]
DRO entry for this publication

2010 External

Cooper, Vanessa A.* and Lichtenstein, Sharman (2010) Supporting knowledge transfer in web-based managed IT support, Journal of Systems and Information Technology, vol. 12, no. 2, pp. 140-160, Emerald Group Publishing, Bingley, England [C1]
ERA journal ID: 18044 – Scopus EID: Not tagged
DRO entry for this publication

2009 External

Cooper, Vanessa A.*, Lichtenstein, Sharman and Smith, Ross* (2009) Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues, in Oliver, Dave; Romm Livermore, Celia and Sudweeks, Fay (eds), Self-service in the internet age : expectations and experiences, pp. 231-255, Springer, London, England [B1]
DRO entry for this publication

Cooper, Vanessa*, Lichtenstein, Sharman and Smith, Ross* (2009) Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges, International journal of e-services and mobile applications, vol. 1, no. 1, pp. 1-19, IGI Publishing, Hershey, Pa. [C1]
ERA journal ID: 124782 – Scopus EID: Not tagged
DRO entry for this publication

2007 External

Cooper, Vanessa A.*, Lichtenstein, Sharman and Smith, Ross* (2007) Understanding knowledge transfer in web-based B2B IT support, in Toleman, Mark; Cater-Steel, Aileen and Roberts, David (eds), ACIS2007 Toowoomba 5 to 7 December 2007 : proceedings of the 18th Australasian conference on information systems, pp. 17-27, University of Southern Queensland, Toowoomba, Qld. [E1]
DRO entry for this publication

Cooper, Vanessa*, Lichtenstein, Sharman and Smith, Ross* (2007) Enabling successful web-based information technology support for enterprise customers: a service provider perspective of stakeholder-based issues, in Unknown (ed.), 20th Bled eConference eMergence: Merging and Emerging Technologies, Processes and Institutions Conference Proceedings, pp. 1-14, University of Maribor, Bled, Slovenia [E1]
DRO entry for this publication

2006 School of Information and Business Analytics

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross (2006) Knowledge transfer in enterprise information technology support using web-based self-service systems, International journal of technology marketing, vol. 1, no. 2, pp. 145-170, Inderscience Publishers, Olney, England [C1]
ERA journal ID: 41317 – Scopus EID: Not tagged
DRO entry for this publication

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross (2006) Enabling the transfer of information technology support knowledge to enterprise customers using web-based self-service systems : critical success factors from the support organisation perspective, in Unknown (ed.), Proceedings of the 17th Australasian Conference on Information Systems, Adelaide Convention Centre, 6th-8th December 2006, Australasian Conference on Information Systems, Sydney, N.S.W. [E1]
DRO entry for this publication

2005 School of Information and Business Analytics

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross (2005) Emerging issues in after-sales enterprise information technology support using web-based Self-service systems, in Unknown (ed.), Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005), Australasian Chapter of the Association for Information Systems, Sydney, N.S.W. [E1]
DRO entry for this publication

Cooper, Vanessa, Lichtenstein, Sharman and Smith, Ross (2005) Toward successful knowledge transfer in web-based self-service for information technology services, in Unknown (ed.), PACIS 2005 : IT & value creation : Proceedings of the Ninth Pacific Asia Conference on Information Systems, pp. 506-520, PACIS, Bangkok, Thailand [E1]
DRO entry for this publication

Grants and Consultancies

No grants and/or consultancies found or audited – the 2014 HERDC financial return has not been completed or loaded as yet.

Higher Degree by Research Completions supervised by Vanessa Cooper

No completions found or audited.

Legend:
* Not a member of Deakin University at time of output.

DRO to publications collection last synchronised: Thursday 27th November 2014 11:27am

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23rd July 2011