Channel integration in governmental service delivery: The effects on citizen behavior and perceptions

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 5693 LNCS, Issue , 2009, Pages 222-233

  Pieterson, Willem ^a   Teerling, Marije ^b  

^a UNIVERSITY OF TWENTE   (Netherlands)

^b Novay ^*  (Netherlands)

Author keywords

Channel integration; Channel management; E Government; Multi channeling

Indexed keywords

CHANNEL INTEGRATION; CHANNEL MANAGEMENT; COST OF SERVICE; E-GOVERNMENT; GOVERNMENT SERVICES; GOVERNMENTAL AGENCY; GOVERNMENTAL SERVICES; LONGITUDINAL FIELD STUDY; MULTI-CHANNELING; POSITIVE EFFECTS; SERVICE DELIVERY; SERVICE SATISFACTION;

CUSTOMER SATISFACTION; GOVERNMENT DATA PROCESSING; TELEPHONE SYSTEMS;

INTEGRATION;

EID: 70349471018     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: 10.1007/978-3-642-03516-6_19     Document Type: Conference Paper

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