Channel Choice: A Literature Review

Christian Østergaard Madsen; Pernille Kræmmergaard

doi:10.1007/978-3-319-22479-4_1

Channel Choice: A Literature Review

Christian Østergaard Madsen
, Pernille Kræmmergaard

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

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
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	https://doi.org/10.1007/978-3-319-22479-4_1
Publication status	Published - 31 Aug 2015

Series	Lecture Notes in Computer Science
Volume	9248
ISSN	0302-9743

Keywords

channel choice
e-government
integrated service delivery
literature review
multichannel
multi-channel

Access to Document

10.1007/978-3-319-22479-4_1

CC Review DONEAccepted author manuscript, 330 KB

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

Cite this

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Channel Choice: A Literature Review. / Østergaard Madsen, Christian; Kræmmergaard, Pernille.
14th IFIP WG 8.5 International Conference, EGOV 2015, Thessaloniki, Greece, August 30 - September 2, 2015, Proceedings. ed. / Efthimios Tambouris. Springer, 2015. p. 3-18 (Lecture Notes in Computer Science, Vol. 9248).

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

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Channel Choice: A Literature Review

Abstract

Keywords

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Projects

4til80: Fra fire til firs procent? Diffusion og Domesticering af webbaserede selvbetjeningsløsninger til offentlige ydelser.

Cite this