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Channel Integration in Governmental Service Delivery: The Effects on Citizen Behavior and Perceptions

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Electronic Government (EGOV 2009)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 5693))

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Abstract

Governmental agencies continuously work on the improvement of their service delivery through an array of channels. To improve service satisfaction and to reduce the cost of service delivery, channel integration gets more popular with governmental agencies. In a quasi experimental longitudinal field study, we assess how the integration of the telephone channels of three organizations affects citizens’ satisfaction with government service delivery. The results show that respondents are more positive about the integration of channels after the integration took place. Further, channel integration has a positive effect on citizens’ satisfaction, but does not seem to affect channel usage and channel perceptions.

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Author information

Authors and Affiliations

  1. Center for e-Government Studies Department of Media, Communication and Organisation, University of Twente, P.O. Box 217, 7500, AE, Enschede, The Netherlands

    Willem Pieterson

  2. Novay, The Netherlands

    Marije Teerling

Authors
  1. Willem Pieterson
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  2. Marije Teerling
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Editor information

Editors and Affiliations

  1. Institute for IS Research, University of Koblenz-Landau, Universitätsstraße 1, 56070, Koblenz, Germany

    Maria A. Wimmer

  2. The Information School, University of Washington, 98195-2840, Seattle, WA, USA

    Hans J. Scholl

  3. Faculty of Technology, Policy, and Management, Delft University of Technology, Jaffalaan 5, 2628, Delft, BX, The Netherlands

    Marijn Janssen

  4. Institute of Informatics in Business and Government, University of Linz, Altenbergerstraße 69, 4040, Linz, Austria

    Roland Traunmüller

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© 2009 Springer-Verlag Berlin Heidelberg

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Pieterson, W., Teerling, M. (2009). Channel Integration in Governmental Service Delivery: The Effects on Citizen Behavior and Perceptions. In: Wimmer, M.A., Scholl, H.J., Janssen, M., Traunmüller, R. (eds) Electronic Government. EGOV 2009. Lecture Notes in Computer Science, vol 5693. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-03516-6_19

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  • DOI: https://doi.org/10.1007/978-3-642-03516-6_19

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-03515-9

  • Online ISBN: 978-3-642-03516-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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