Journal ArticleDOI
The use of service channels by citizens in the Netherlands: implications for multi-channel management
TLDR
The study reveals that multi-channelling is a very complex subject on which research is still in its infancy and calls for multi-channel strategies that do not only incorporate the features of service channels and the front—back office integration, but also deal with personal characteristics and task characteristics.Abstract:
Many governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens' channel use behaviour and the determinants of this behaviour. Further, we take into account the differences between citizens with and without a personal computer. In our conclusions we call for multi-channel strategies that do not only incorporate the features of service channels and the front—back office integration, but also deal with personal characteristics and task characteristics. Further, digital divide issues still influence channel usage by citizens, so it is necessary to keep all channels open for citizens. Finally, our study reveals that multi-channelling is a very complex subject on which research is still in its infancy.read more
Citations
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Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in
John G. Lynch,Joseph W. Alba +1 more
TL;DR: In this paper, the authors examine the implications of electronic shopping for consumers, retailers, and manufacturers, assuming that near-term technological developments will offer consumers unparalleled opportunities to locate and compare product offerings.
Journal ArticleDOI
Internet Skills and the Digital Divide
TL;DR: The results strengthen the findings that the original digital divide of physical internet access has evolved into a divide that includes differences in skills to use the internet.
Journal ArticleDOI
User-centered E-Government in practice: A comprehensive model for measuring user satisfaction
Pieter Verdegem,Gino Verleye +1 more
TL;DR: The development of a comprehensive model for measuring user satisfaction in the context of E-Government is described, which rethinks the e-strategies of government and subsequently presents a conceptual model derived from ICT acceptance theory.
Journal ArticleDOI
Improving digital skills for the use of online public information and services
A.J.A.M. van Deursen,J. van Dijk +1 more
TL;DR: The article provides two types of policy recommendations to change the Dutch government's expectation that every citizen with an Internet connection is able to complete the assignments following tasks the government thinks every Internet user can perform.
Journal ArticleDOI
Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery
TL;DR: Signs suggesting a digital divide in accessing e-government were found and it was found that government websites were most commonly used for information purposes, while the phone was most commonlyused to solve problems.
References
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Perceived Usefulness, Perceived Ease of Use, and User
TL;DR: Regression analyses suggest that perceived ease of use may actually be a causal antecdent to perceived usefulness, as opposed to a parallel, direct determinant of system usage.
Journal ArticleDOI
Perceived usefulness, perceived ease of use, and user acceptance of information technology
TL;DR: In this article, the authors developed and validated new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance.
Journal ArticleDOI
User acceptance of information technology: toward a unified view
TL;DR: The Unified Theory of Acceptance and Use of Technology (UTAUT) as mentioned in this paper is a unified model that integrates elements across the eight models, and empirically validate the unified model.
Journal ArticleDOI
Organizational information requirements, media richness and structural design
Richard L. Daft,Robert H. Lengel +1 more
TL;DR: Models are proposed that show how organizations can be designed to meet the information needs of technology, interdepartmental relations, and the environment to both reduce uncertainty and resolve equivocality.
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