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Abstract
The channel choice branch of e-government studies citizens’ and businesses’ choice of channels for interacting with government, and how government organizations can integrate channels and migrate users towards the most cost-efficient channels. In spite of the valuable contributions offered no systematic overview exist of channel choice. We present a literature review of channel choice studies in government to citizen context identifying authors, countries, methods, concepts, units of analysis, and theories, and offer suggestionsfor future studies.
Original language | English |
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Title of host publication | 14th IFIP WG 8.5 International Conference, EGOV 2015, Thessaloniki, Greece, August 30 - September 2, 2015, Proceedings |
Editors | Efthimios Tambouris |
Number of pages | 17 |
Publisher | Springer |
Publication date | 31 Aug 2015 |
Pages | 3-18 |
ISBN (Print) | 978-3-319-22478-7 |
ISBN (Electronic) | 978-3-319-22479-4 |
DOIs | |
Publication status | Published - 31 Aug 2015 |
Series | Lecture Notes in Computer Science |
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Volume | 9248 |
ISSN | 0302-9743 |
Keywords
- channel choice
- e-government
- integrated service delivery
- literature review
- multichannel
- multi-channel
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Dive into the research topics of 'Channel Choice: A Literature Review'. Together they form a unique fingerprint.Projects
- 1 Finished
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4til80: Fra fire til firs procent? Diffusion og Domesticering af webbaserede selvbetjeningsløsninger til offentlige ydelser.
Kræmmergaard, P. (PI), Ling, R. (CoI) & Østergaard Madsen, C. (CoI)
Danish Council for Strategic Research
01/08/2012 → 23/11/2015
Project: Research