%0 Conference Proceedings
%T Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study
%+ University of Twente
%+ Syndio [Chicago]
%+ Delft University of Technology (TU Delft)
%+ Netherlands Tax and Customs Administration [Utrecht] (NTCA)
%A Boer, Yvon, van Den
%A Pieterson, Willem
%A Arendsen, Rex
%A Groot, Manon, De
%Z Part 2: Services and Interoperability
%< avec comité de lecture
%( Lecture Notes in Computer Science
%B 13th International Conference on Electronic Government (EGOV)
%C Dublin, Ireland
%Y Marijn Janssen
%Y Hans Jochen Scholl
%Y Maria A. Wimmer
%Y Frank Bannister
%I Springer
%3 Electronic Government
%V LNCS-8653
%P 120-132
%8 2014-09-01
%D 2014
%R 10.1007/978-3-662-44426-9_10
%K Source Choice
%K Channel Choice
%K Interrelation
%K Business-to- Government Service Interactions
%K Information seeking
%Z Computer Science [cs]
%Z Humanities and Social Sciences/Library and information sciencesConference papers
%X 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.
%G English
%Z TC 8
%Z WG 8.5
%2 https://inria.hal.science/hal-01401732/document
%2 https://inria.hal.science/hal-01401732/file/978-3-662-44426-9_10_Chapter.pdf
%L hal-01401732
%U https://inria.hal.science/hal-01401732
%~ SHS
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC
%~ IFIP-TC8
%~ IFIP-LNCS-8653
%~ IFIP-EGOV
%~ IFIP-WG8-5