Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study

  • Yvon Van den Boer
  • Willem Pieterson
  • Rex Arendsen
  • Manon De Groot
Part of the Lecture Notes in Computer Science book series (LNCS, volume 8653)


To deal with tax matters, businesses have various potential sources (e.g., Tax Office, advisor, industry organization, friends/family) in their environment. Those sources can be coupled with an increasingly wide variety of channels (e.g., telephone, face-to-face, website, e-mail) through which information can be obtained. This has led to an increasingly complex information flow between governments and businesses. This paper provides new directions for public service delivery strategies by studying both source and channel choices of businesses using the vignette method. The findings indicate that source and channel choices are determined in different ways (i.e., positive or negative) by different factors. Furthermore, we found that source and channel choices are interrelated. It is concluded that that sources and channels fulfil different roles for information seekers. It is advisable for government to anticipate these roles in the design of their service delivery strategies.


Source Choice Channel Choice Interrelation Business-to- Government Service Interactions Information seeking 


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Copyright information

© IFIP International Federation for Information Processing 2014

Authors and Affiliations

  • Yvon Van den Boer
    • 1
  • Willem Pieterson
    • 2
  • Rex Arendsen
    • 3
  • Manon De Groot
    • 4
  1. 1.Center for e-Government StudiesUniversity of TwenteEnschedeThe Netherlands
  2. 2.Syndio SocialChicagoUSA
  3. 3.Delft University of TechnologyDelftThe Netherlands
  4. 4.The Research and Marketing DepartmentNetherlands Tax and Customs Administration (NTCA)UtrechtThe Netherlands

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