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The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is required.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The paper highlights some important social and organisational enablers and barriers, which will guide MSPs when providing managed after\u2010sales IT support using web\u2010based channels.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper provides the first staged model of inter\u2010organisational knowledge transfer in a complex multi\u2010organisational and multi\u2010channel web\u2010based context.<\/jats:p><\/jats:sec>","DOI":"10.1108\/13287261011042930","type":"journal-article","created":{"date-parts":[[2010,5,8]],"date-time":"2010-05-08T07:07:09Z","timestamp":1273302429000},"page":"140-160","source":"Crossref","is-referenced-by-count":3,"title":["Supporting knowledge transfer in web\u2010based managed IT support"],"prefix":"10.1108","volume":"12","author":[{"given":"Vanessa A.","family":"Cooper","sequence":"first","affiliation":[]},{"given":"Sharman","family":"Lichtenstein","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022031620170646200_b1","unstructured":"Accenture (2008), \u201cWhat communications and high\u2010tech business customers want, what they get and how to bridge the gap\u201d, available at: www.accenture.com\/Global\/Research_and_Insights\/By_Industry\/Electronics_and_High_Tech\/AccentureGap.htm (accessed 24 April 2009)."},{"key":"key2022031620170646200_b2","unstructured":"Addy, R. 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