TY - GEN
T1 - Channel Choice: A Literature Review
AU - Østergaard Madsen, Christian
AU - Kræmmergaard, Pernille
PY - 2015/8/31
Y1 - 2015/8/31
N2 - 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.
AB - 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.
KW - channel choice
KW - e-government
KW - integrated service delivery
KW - literature review
KW - multichannel
KW - multi-channel
UR - http://link.springer.com/book/10.1007%2F978-3-319-22479-4
U2 - 10.1007/978-3-319-22479-4_1
DO - 10.1007/978-3-319-22479-4_1
M3 - Article in proceedings
SN - 978-3-319-22478-7
T3 - Lecture Notes in Computer Science
SP - 3
EP - 18
BT - 14th IFIP WG 8.5 International Conference, EGOV 2015, Thessaloniki, Greece, August 30 - September 2, 2015, Proceedings
A2 - Tambouris, Efthimios
PB - Springer
ER -