The phenomenon of P3 community for IT support: a crowd-support case study

Cater-Steel, Aileen and Rajaeian, Mohammad Mehdi and Toleman, Mark and Troup, Duncan (2017) The phenomenon of P3 community for IT support: a crowd-support case study. In: 2017 International Conference on Information Resources Management: Democratization and Participation: People's Roles in Digital World (CONNF-IRM 2017), 17-19 May 2017, Santiago, Chile.

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Abstract

Organisations are increasingly considering the establishment of virtual peer-to-peer problem solving (P3) communities as a channel to provide support services to their customers. Such service support models promise organisations benefits over traditional models but there are uncertainties around their success due to the possible risks and negative outcomes. There is a scarcity of studies that empirically investigate the risks and negative outcomes of P3 adoption initiatives. This case study of an established P3 community, Telstra's CrowdSupport, provides some preliminary evidence of the extent of penetration of such initiatives as well as some of the pitfalls, e.g. Public airing of complaints. The discussion highlights the innovative integration of crowd, cloud, social and gaming elements and calls for further research into the P3 adoption-decision, community member motivation and engagement.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: No evidence of copyright restrictions preventing deposit of Accepted Version.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 July 2013 -)
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 July 2013 -)
Date Deposited: 07 Dec 2018 03:30
Last Modified: 11 Dec 2018 04:02
Uncontrolled Keywords: virtual peer-to-peer support, problem-solving, firm-hosted, service support channel
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
URI: http://eprints.usq.edu.au/id/eprint/33616

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