Omni-Channel Overtures: Defining the Concept and Its Applicability in Public Sector Channel Management

Willem Pieterson, Christian Østergaard Madsen, Wolfgang Ebbers

Publikation: Konference artikel i Proceeding eller bog/rapport kapitelKonferencebidrag i proceedingsForskningpeer review

Abstrakt

The channel landscape and citizens’ channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.
OriginalsprogEngelsk
TitelInternational Conference on Electronic Government : Lecture Notes in Computer Science
Antal sider72
Vol/bind13391
Publikationsdato1 sep. 2022
Sider60
ISBN (Trykt) 978-3-031-15085-2
ISBN (Elektronisk)978-3-031-15086-9
StatusUdgivet - 1 sep. 2022
BegivenhedInternational conference on electronic government - Linköping University, Linköping, Sverige
Varighed: 6 sep. 20228 sep. 2022
https://dgsociety.org/egov-2022/

Konference

KonferenceInternational conference on electronic government
LokationLinköping University
Land/OmrådeSverige
ByLinköping
Periode06/09/202208/09/2022
Internetadresse

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