메뉴 건너뛰기




Volumn 4, Issue 1, 2010, Pages 95-118

New service development in e-government: Identifying critical success factors

Author keywords

Communication technologies; Critical success factors; Government; Public sector organizations; Services

Indexed keywords


EID: 77649312610     PISSN: 17506166     EISSN: None     Source Type: Journal    
DOI: 10.1108/17506161011028821     Document Type: Article
Times cited : (61)

References (165)
  • 1
    • 84949938570 scopus 로고    scopus 로고
    • Organisational challenges to the development of electronic government
    • paper presented at 11th International Workshop on Database and Expert Systems Applications, IEEE Computer Society, London
    • Aichholzer, G. and Schmutzer, R. (2000), "Organisational challenges to the development of electronic government", IEEE Computer Society, London, paper presented at 11th International Workshop on Database and Expert Systems Applications.
    • (2000)
    • Aichholzer, G.1    Schmutzer, R.2
  • 2
    • 50049133325 scopus 로고    scopus 로고
    • Critical success factors of e-government: A proposed model for e-government implementation
    • Altameem, T., Zairi, M. and Alshawi, S. (2006), "Critical success factors of e-government: a proposed model for e-government implementation", IEEE, available at: http://ieeexplore.ieee.org/stamp/stamp.jsp?arnumber=04085489.
    • (2006) IEEE
    • Altameem, T.1    Zairi, M.2    Alshawi, S.3
  • 3
    • 21944447770 scopus 로고    scopus 로고
    • CSFs and sources of assistance and expertise in strategic IS planning: A Singapore perspective
    • Ang, J. and Teo, T.S.H. (1997), "CSFs and sources of assistance and expertise in strategic IS planning: a Singapore perspective" in European Journal of Information Systems, Vol. 6, No. 3, pp. 164-71.
    • (1997) European Journal of Information Systems , vol.6 , Issue.3 , pp. 164-171
    • Ang, J.1    Teo, T.S.H.2
  • 4
    • 0002709788 scopus 로고    scopus 로고
    • Differential potency of factors affecting innovation performance in manufacturing and services firms in Australia
    • Atuahene-Gima, K. (1996a), "Differential potency of factors affecting innovation performance in manufacturing and services firms in Australia" in Journal of Product Innovation Management, Vol. 13, pp. 35-52.
    • (1996) Journal of Product Innovation Management , vol.13 , pp. 35-52
    • Atuahene-Gima, K.1
  • 5
    • 0030077443 scopus 로고    scopus 로고
    • Market orientation and innovation
    • Atuahene-Gima, K. (1996b), "Market orientation and innovation" in Journal of Business Research, Vol. 35, No. 2, pp. 93-103.
    • (1996) Journal of Business Research , vol.35 , Issue.2 , pp. 93-103
    • Atuahene-Gima, K.1
  • 6
    • 0035444243 scopus 로고    scopus 로고
    • An empirically-based typology of product innovativeness for new financial services: Success and failure scenarios
    • Avlonitis, G.J., Papaststhopoulou, P. and Gounaris, S.P. (2001), "An empirically-based typology of product innovativeness for new financial services: success and failure scenarios" in Journal of Product Innovation Management, Vol. 18, No. 5, pp. 324-42.
    • (2001) Journal of Product Innovation Management , vol.18 , Issue.5 , pp. 324-342
    • Avlonitis, G.J.1    Papaststhopoulou, P.2    Gounaris, S.P.3
  • 7
    • 0037888659 scopus 로고    scopus 로고
    • E-government 2001. Part I: Understanding the challenge and evolving strategies
    • Balutis, A.P. (2001), "E-government 2001. Part I: understanding the challenge and evolving strategies" in The Public Manager, pp. 33-7.
    • (2001) The Public Manager , pp. 33-37
    • Balutis, A.P.1
  • 9
    • 0002742504 scopus 로고    scopus 로고
    • Innovation and diffusion models in policy research
    • Sabatier, P. (Ed.), Westview Press, Boulder, CO
    • Berry, F.S. and Berry, W. (1999), "Innovation and diffusion models in policy research" in Sabatier, P. (Ed.), Theories of the Policy Process, Westview Press, Boulder, CO, pp. 169-200.
    • (1999) Theories of the Policy Process , pp. 169-200
    • Berry, F.S.1    Berry, W.2
  • 10
    • 1242328549 scopus 로고    scopus 로고
    • Learning during the new financial service innovation process: Antecedents and performance effects
    • Blazevic, V. and Lievens, A. (2004), "Learning during the new financial service innovation process: antecedents and performance effects" in Journal of Business Research, Vol. 57, pp. 374-91.
    • (2004) Journal of Business Research , vol.57 , pp. 374-391
    • Blazevic, V.1    Lievens, A.2
  • 11
    • 79955628800 scopus 로고    scopus 로고
    • Transformational potential of e-government: The role of political leadership
    • European Consortium for Political Research, which was held at the University of Kent, Canterbury
    • Bonham, G.M., Seifert, J.W. and Thorson, S.J. (2001), "Transformational potential of e-government: the role of political leadership", European Consortium for Political Research, which was held at the University of Kent, Canterbury.
    • (2001)
    • Bonham, G.M.1    Seifert, J.W.2    Thorson, S.J.3
  • 13
    • 38049073364 scopus 로고    scopus 로고
    • Achieving advanced electronic government services: An examination of obstacles and implications from an international perspective
    • paper presented at the National Public Management Research Conference, Bloomington, IN
    • Brown, M.M. and Brudney, J.L. (2001), "Achieving advanced electronic government services: an examination of obstacles and implications from an international perspective", paper presented at the National Public Management Research Conference, Bloomington, IN.
    • (2001)
    • Brown, M.M.1    Brudney, J.L.2
  • 14
    • 84965903637 scopus 로고
    • The adoption of innovation by smaller local governments: The case of computer technology
    • Brudney, J. and Selden, S. (1995), "The adoption of innovation by smaller local governments: the case of computer technology" in American Review of Public Administration, Vol. 25, pp. 71-86.
    • (1995) American Review of Public Administration , vol.25 , pp. 71-86
    • Brudney, J.1    Selden, S.2
  • 15
    • 0347977916 scopus 로고
    • Technology push or program pull: Interest in new information technologies within public organizations
    • Bozeman, B. (Ed.), Jossey-Bass, San Francisco, CA
    • Bugler, D. and Bretschneider, S. (1993), "Technology push or program pull: interest in new information technologies within public organizations" in Bozeman, B. (Ed.), Public Management: The State of the Art, Jossey-Bass, San Francisco, CA, pp. 275-93.
    • (1993) Public Management: The State of the Art , pp. 275-293
    • Bugler, D.1    Bretschneider, S.2
  • 16
    • 0000463789 scopus 로고    scopus 로고
    • Unpacking the systems development process: An empirical application of the CSF concept in a research context
    • Butler, T. and Fitzgerald, B. (1999), "Unpacking the systems development process: an empirical application of the CSF concept in a research context" in Journal of Strategic Information Systems, Vol. 8, pp. 351-71.
    • (1999) Journal of Strategic Information Systems , vol.8 , pp. 351-371
    • Butler, T.1    Fitzgerald, B.2
  • 17
    • 12844251903 scopus 로고    scopus 로고
    • The utilization of e-government services: Citizen trust, innovation and acceptance factors
    • Carter, L. and Belanger, F. (2005), "The utilization of e-government services: citizen trust, innovation and acceptance factors" in Information Systems Journal, Vol. 15, pp. 5-25.
    • (2005) Information Systems Journal , vol.15 , pp. 5-25
    • Carter, L.1    Belanger, F.2
  • 18
    • 77649311239 scopus 로고    scopus 로고
    • E-government handbook for developing countries
    • Center for Democracy and Technology (CDT)
    • Center for Democracy and Technology (CDT) (2002), "E-government handbook for developing countries" in CDT Policy Post, Vol. 8, No. 26, pp. 1-10.
    • (2002) CDT Policy Post , vol.8 , Issue.26 , pp. 1-10
  • 19
    • 0042907378 scopus 로고    scopus 로고
    • Transforming local e-government services: The use of application service providers
    • Chen, Y. and Gant, J. (2001), "Transforming local e-government services: the use of application service providers" in Government Information Quarterly, Vol. 18, No. 4, pp. 343-55.
    • (2001) Government Information Quarterly , vol.18 , Issue.4 , pp. 343-355
    • Chen, Y.1    Gant, J.2
  • 20
    • 3142669261 scopus 로고    scopus 로고
    • Broadband development in South Korea: Institutional and cultural factor
    • Choudrie, J. and Lee, H. (2004), "Broadband development in South Korea: institutional and cultural factor" in European Journal of Information Systems, Vol. 13, No. 2, pp. 103-14.
    • (2004) European Journal of Information Systems , vol.13 , Issue.2 , pp. 103-114
    • Choudrie, J.1    Lee, H.2
  • 22
    • 70350362715 scopus 로고    scopus 로고
    • Observations on the UK transformational government strategy relative to citizen data sharing and privacy
    • Combe, C. (2009), "Observations on the UK transformational government strategy relative to citizen data sharing and privacy" in Transforming Government: People, Process and Policy, Vol. 3, No. 4, pp. 394-405.
    • (2009) Transforming Government: People, Process and Policy , vol.3 , Issue.4 , pp. 394-405
    • Combe, C.1
  • 23
    • 3543078618 scopus 로고
    • How to describe your service: An invitation to the structured analysis and design technique
    • Congram, C. and Epelman, M. (1994), "How to describe your service: an invitation to the structured analysis and design technique" in International Journal of Service Industry Management, Vol. 6, No. 2, pp. 6-23.
    • (1994) International Journal of Service Industry Management , vol.6 , Issue.2 , pp. 6-23
    • Congram, C.1    Epelman, M.2
  • 24
    • 9944261655 scopus 로고
    • Identifying industrial new product success: Project NewProd
    • Cooper, R.G. (1979a), "Identifying industrial new product success: project NewProd" in Industrial Marketing Management, Vol. 8, pp. 136-44.
    • (1979) Industrial Marketing Management , vol.8 , pp. 136-144
    • Cooper, R.G.1
  • 25
    • 0003193192 scopus 로고
    • The dimensions of industrial new product success and failure
    • Cooper, R.G. (1979b), "The dimensions of industrial new product success and failure" in Journal of Marketing, Vol. 43, pp. 93-103.
    • (1979) Journal of Marketing , vol.43 , pp. 93-103
    • Cooper, R.G.1
  • 26
    • 44949276092 scopus 로고
    • New industrial financial services: What distinguishes winners
    • Cooper, R.G. and de Brentani, U. (1991), "New industrial financial services: what distinguishes winners" in Journal of Product Innovation Management, Vol. 8, No. 2, pp. 75-90.
    • (1991) Journal of Product Innovation Management , vol.8 , Issue.2 , pp. 75-90
    • Cooper, R.G.1    de Brentani, U.2
  • 29
    • 84982734928 scopus 로고
    • What makes a new product a winner: Success factors at the project level
    • Cooper, R.G. and Kleinschmidt, E.J. (1987c), "What makes a new product a winner: success factors at the project level" in R&D Management, Vol. 17, pp. 75-189.
    • (1987) R&D Management , vol.17 , pp. 75-189
    • Cooper, R.G.1    Kleinschmidt, E.J.2
  • 31
    • 29044439797 scopus 로고
    • New service development
    • Cowell, D.W. (1988), "New service development" in Journal of Marketing Management, Vol. 3, No. 3, pp. 313-27.
    • (1988) Journal of Marketing Management , vol.3 , Issue.3 , pp. 313-327
    • Cowell, D.W.1
  • 33
    • 55249087535 scopus 로고
    • Perceived usefulness, perceived ease of use and user acceptance of information technology
    • Davis, F. (1989), "Perceived usefulness, perceived ease of use and user acceptance of information technology" in MIS Quarterly, Vol. 13, pp. 319-40.
    • (1989) MIS Quarterly , vol.13 , pp. 319-340
    • Davis, F.1
  • 34
    • 0011621522 scopus 로고
    • Do firms need a custom-designed new product screening model?
    • de Brentani, U. (1986), "Do firms need a custom-designed new product screening model?" in Journal of Product Innovation Management, Vol. 3, pp. 108-19.
    • (1986) Journal of Product Innovation Management , vol.3 , pp. 108-119
    • de Brentani, U.1
  • 35
  • 36
    • 85122765006 scopus 로고
    • Success factors in new developing new business services
    • de Brentani, U. (1991), "Success factors in new developing new business services" in European Journal of Marketing, Vol. 25, No. 2, pp. 33-59.
    • (1991) European Journal of Marketing , vol.25 , Issue.2 , pp. 33-59
    • de Brentani, U.1
  • 37
    • 0002103243 scopus 로고
    • The new product process in financial services: Strategy for success
    • de Brentani, U. (1993), "The new product process in financial services: strategy for success" in International Journal of Bank Marketing, Vol. 11, No. 3, pp. 15-22.
    • (1993) International Journal of Bank Marketing , vol.11 , Issue.3 , pp. 15-22
    • de Brentani, U.1
  • 38
    • 0035335122 scopus 로고    scopus 로고
    • Innovative versus incremental new business services: Different keys for achieving success
    • de Brentani, U. (2001), "Innovative versus incremental new business services: different keys for achieving success" in Journal of Product Innovation Management, Vol. 18, pp. 169-87.
    • (2001) Journal of Product Innovation Management , vol.18 , pp. 169-187
    • de Brentani, U.1
  • 39
    • 0000913594 scopus 로고
    • Developing successful new financial services for businesses
    • de Brentani, U. and Cooper, R.G. (1992), "Developing successful new financial services for businesses" in Industrial Marketing Management, Vol. 21, No. 3, pp. 231-42.
    • (1992) Industrial Marketing Management , vol.21 , Issue.3 , pp. 231-242
    • de Brentani, U.1    Cooper, R.G.2
  • 40
    • 0030295526 scopus 로고    scopus 로고
    • Developing new business-to-business professional services: What factors impact performance
    • de Brentani, U. and Ragot, E. (1996), "Developing new business-to-business professional services: what factors impact performance" in Industrial Marketing Management, Vol. 25, No. 6, pp. 517-30.
    • (1996) Industrial Marketing Management , vol.25 , Issue.6 , pp. 517-530
    • de Brentani, U.1    Ragot, E.2
  • 41
    • 6344292338 scopus 로고    scopus 로고
    • Determing success criteria for financial products: A comparative analysis of CART, logit and factor/discriminant analysis
    • Deal, K. and Edgett, S.J. (1997), "Determing success criteria for financial products: a comparative analysis of CART, logit and factor/discriminant analysis" in The Service Industries Journal, Vol. 17, No. 3, pp. 489-506.
    • (1997) The Service Industries Journal , vol.17 , Issue.3 , pp. 489-506
    • Deal, K.1    Edgett, S.J.2
  • 42
    • 72249114849 scopus 로고
    • Information systems success: The quest for the dependent variable
    • DeLone, W.H. and McLean, E.R. (1992), "Information systems success: the quest for the dependent variable" in Information Systems Research, Vol. 3, No. 1, pp. 60-95.
    • (1992) Information Systems Research , vol.3 , Issue.1 , pp. 60-95
    • DeLone, W.H.1    McLean, E.R.2
  • 44
    • 0036902743 scopus 로고    scopus 로고
    • Information micro-practices in Texas rural courts: Methods and issues for e-government
    • Doty, P. and Erdelez, S. (2002), "Information micro-practices in Texas rural courts: methods and issues for e-government" in Government Information Quarterly, Vol. 19, pp. 369-87.
    • (2002) Government Information Quarterly , vol.19 , pp. 369-387
    • Doty, P.1    Erdelez, S.2
  • 45
    • 0029485561 scopus 로고
    • Accelerating innovation in financial services
    • Drew, S. (1995), "Accelerating innovation in financial services" in Long Range Planning, Vol. 28, No. 4, pp. 11-21.
    • (1995) Long Range Planning , vol.28 , Issue.4 , pp. 11-21
    • Drew, S.1
  • 46
    • 70349331039 scopus 로고    scopus 로고
    • An analysis of e-government research published in transforming government: People, process and policy (TGPPP)
    • Dwivedi, Y.K. (2009), "An analysis of e-government research published in transforming government: people, process and policy (TGPPP)" in Transforming Government: People, Process and Policy, Vol. 3, No. 1, pp. 7-15.
    • (2009) Transforming Government: People, Process and Policy , vol.3 , Issue.1 , pp. 7-15
    • Dwivedi, Y.K.1
  • 47
    • 0001829544 scopus 로고
    • The new and old of business process redesign
    • Earl, M.J. (1994), "The new and old of business process redesign" in Journal of Strategic Information Systems, Vol. 3, No. 1, pp. 5-22.
    • (1994) Journal of Strategic Information Systems , vol.3 , Issue.1 , pp. 5-22
    • Earl, M.J.1
  • 48
    • 0001000076 scopus 로고
    • New product development for service companies
    • Easingwood, C.J. (1986), "New product development for service companies" in Journal of Product Innovation Management, Vol. 3, No. 4, pp. 264-75.
    • (1986) Journal of Product Innovation Management , vol.3 , Issue.4 , pp. 264-275
    • Easingwood, C.J.1
  • 50
    • 0002630939 scopus 로고
    • The traits of successful new service development
    • Edgett, S.J. (1994), "The traits of successful new service development" in Journal of Services Marketing, Vol. 8, No. 3, pp. 40-9.
    • (1994) Journal of Services Marketing , vol.8 , Issue.3 , pp. 40-49
    • Edgett, S.J.1
  • 51
    • 84947653809 scopus 로고
    • The development of new financial services, identifying determinants of success and failure
    • Edgett, S.J. and Parkinson, S. (1994), "The development of new financial services, identifying determinants of success and failure" in International Journal of Service Industry Management, Vol. 5, No. 4, pp. 24-8.
    • (1994) International Journal of Service Industry Management , vol.5 , Issue.4 , pp. 24-28
    • Edgett, S.J.1    Parkinson, S.2
  • 52
    • 77649321632 scopus 로고
    • Tjänsteutveckling med inbyggd kvalitet
    • Centrum för tjänsteforskning, Högskolan i Karlstad
    • Edvardsson, B. (1995), "Tjänsteutveckling med inbyggd kvalitet", Manuscript, Centrum för tjänsteforskning, Högskolan i Karlstad, Karlstad.
    • (1995) Manuscript
    • Edvardsson, B.1
  • 54
    • 0040253764 scopus 로고    scopus 로고
    • Tjänsteutveckling med inbyggd kvalitet
    • Forskningsrapport 96:9, Centrum för tjänsteforskning, Högskolan i Karlstad
    • Edvardsson, B. (1996b), "Tjänsteutveckling med inbyggd kvalitet", Centrum för tjänsteforskning, Högskolan i Karlstad, Karlstad, Forskningsrapport 96:9.
    • (1996)
    • Edvardsson, B.1
  • 55
    • 33749984869 scopus 로고    scopus 로고
    • available at, DG Information Society, European Commission, Unit E-government
    • E-government Unit (2004), Top of the Web: User Satisfaction and Usage Survey of E-government Services, DG Information Society, European Commission, available at: http://europa.eu.int/information_society/activities/e-government_research/doc/top_of_the_Web_re-port_2004.pdf.
    • (2004) Top of the Web: User Satisfaction and Usage Survey of E-Government Services
  • 56
    • 77649298913 scopus 로고    scopus 로고
    • Towards a multilevel service process chart - empirical findings from a pharmaceutical service
    • Working Papers No. 322, Swedish School of Economics and Business Administration, Helsinki
    • Ekholm, V. and Wrange, K. (1996), "Towards a multilevel service process chart - empirical findings from a pharmaceutical service", Swedish School of Economics and Business Administration, Helsinki, Working Papers No. 322.
    • (1996)
    • Ekholm, V.1    Wrange, K.2
  • 57
    • 12844270526 scopus 로고    scopus 로고
    • Evaluating e-government: Learning from the experiences of two UK local authorities
    • special issue on e-Government
    • Elliman, T., Irani, Z., Love, P.E.D., Jones, S. and Themistocleous, M. (2005), "Evaluating e-government: learning from the experiences of two UK local authorities" in Information Systems Journal, Vol. 15, pp. 61-82, special issue on e-Government.
    • (2005) Information Systems Journal , vol.15 , pp. 61-82
    • Elliman, T.1    Irani, Z.2    Love, P.E.D.3    Jones, S.4    Themistocleous, M.5
  • 58
    • 0003528844 scopus 로고
    • Augmenting human intellect: A conceptual framework
    • Summary Report AFOSR-3223 under contract AF49 (638)-1024, SRI Project 3578 for Air Force Office of Scientific Research, Stanford Research Institute, Menlo Park, CA
    • Engelbart, D.C. (1962), "Augmenting human intellect: a conceptual framework", Stanford Research Institute, Menlo Park, CA, Summary Report AFOSR-3223 under contract AF49 (638)-1024, SRI Project 3578 for Air Force Office of Scientific Research.
    • (1962)
    • Engelbart, D.C.1
  • 59
    • 0036102699 scopus 로고    scopus 로고
    • Success factors of new product development: A review of the empirical literature
    • Ernst, H. (2002), "Success factors of new product development: a review of the empirical literature" in International Journal of Management Reviews, Vol. 4, No. 1, pp. 1-40.
    • (2002) International Journal of Management Reviews , vol.4 , Issue.1 , pp. 1-40
    • Ernst, H.1
  • 61
    • 0001050250 scopus 로고
    • Organizational, strategic and technical barriers to successful implementation of database marketing
    • Fletcher, K. and Wright, G. (1995), "Organizational, strategic and technical barriers to successful implementation of database marketing" in International Journal of Information Management, Vol. 15, No. 2, pp. 115-26.
    • (1995) International Journal of Information Management , vol.15 , Issue.2 , pp. 115-126
    • Fletcher, K.1    Wright, G.2
  • 62
    • 33750734722 scopus 로고    scopus 로고
    • E-government adoption
    • paper presented at Americas Conference on Information Systems, Tampa, FL
    • Gefen, D. and Pavlou, P. (2002), "E-government adoption", paper presented at Americas Conference on Information Systems, Tampa, FL.
    • (2002)
    • Gefen, D.1    Pavlou, P.2
  • 63
    • 0001178033 scopus 로고    scopus 로고
    • The relative importance of perceived ease of use in IS adoption: A study of e-commerce adoption
    • Gefen, D. and Straub, D. (2000), "The relative importance of perceived ease of use in IS adoption: a study of e-commerce adoption" in Journal of the Association for Information Systems, Vol. 1, pp. 1-28.
    • (2000) Journal of the Association for Information Systems , vol.1 , pp. 1-28
    • Gefen, D.1    Straub, D.2
  • 64
    • 0344096683 scopus 로고    scopus 로고
    • Trust and TAM in online shopping: An integrated model
    • Gefen, D., Karahanna, E. and Straub, D. (2003), "Trust and TAM in online shopping: an integrated model" in MIS Quarterly, Vol. 27, pp. 51-90.
    • (2003) MIS Quarterly , vol.27 , pp. 51-90
    • Gefen, D.1    Karahanna, E.2    Straub, D.3
  • 65
    • 84986037951 scopus 로고    scopus 로고
    • Assessing the importance of the development activities for successful new services: Does innovativeness matter?
    • Gounaris, S.P., Papastathopoulou, P.G. and Avlonitis, G.J. (2003), "Assessing the importance of the development activities for successful new services: does innovativeness matter?" in International Journal of Bank Marketing, Vol. 21, No. 5, pp. 266-79.
    • (2003) International Journal of Bank Marketing , vol.21 , Issue.5 , pp. 266-279
    • Gounaris, S.P.1    Papastathopoulou, P.G.2    Avlonitis, G.J.3
  • 66
    • 10444220938 scopus 로고    scopus 로고
    • Developing a generic framework for e-government
    • Grant, G. and Chau, D. (2005), "Developing a generic framework for e-government" in Journal of Global Information Management, Vol. 13, No. 1, pp. 1-30.
    • (2005) Journal of Global Information Management , vol.13 , Issue.1 , pp. 1-30
    • Grant, G.1    Chau, D.2
  • 67
    • 0031271567 scopus 로고    scopus 로고
    • PDMA research on new product development practices: Updating trends and benchmarking best practices
    • Griffin, A. (1997), "PDMA research on new product development practices: updating trends and benchmarking best practices" in Journal of Product Innovation Management, Vol. 14, No. 6, pp. 429-58.
    • (1997) Journal of Product Innovation Management , vol.14 , Issue.6 , pp. 429-458
    • Griffin, A.1
  • 70
    • 77649321931 scopus 로고    scopus 로고
    • eGovernment information systems evaluation: Conceptualising 'customer engagement'
    • paper presented at eGovernment Workshop '05 (eGOV05), September 13, Brunel University, West London
    • Hackney, R., Jones, S. and Irani, Z. (2005), "eGovernment information systems evaluation: conceptualising 'customer engagement'", paper presented at eGovernment Workshop '05 (eGOV05), September 13, Brunel University, West London.
    • (2005)
    • Hackney, R.1    Jones, S.2    Irani, Z.3
  • 71
    • 34548099504 scopus 로고    scopus 로고
    • Classification and synthesis of quality approaches in e-government services
    • Halaris, C., Magoutas, B., Papadomichelaki, X. and Mentzas, G. (2007), "Classification and synthesis of quality approaches in e-government services" in Internet Research, Vol. 17, No. 4, pp. 378-401.
    • (2007) Internet Research , vol.17 , Issue.4 , pp. 378-401
    • Halaris, C.1    Magoutas, B.2    Papadomichelaki, X.3    Mentzas, G.4
  • 72
    • 10844242946 scopus 로고    scopus 로고
    • Electronic government: Government capability and terrorist resource
    • Halchin, L.E. (2004), "Electronic government: government capability and terrorist resource" in Government Information Quarterly, Vol. 21, pp. 216-419.
    • (2004) Government Information Quarterly , vol.21 , pp. 216-419
    • Halchin, L.E.1
  • 73
    • 0012153778 scopus 로고    scopus 로고
    • Critical failure factors that discourage the growth of electronic commerce
    • Han, K.S. and Noh, M.H. (2000), "Critical failure factors that discourage the growth of electronic commerce" in International Journal of Electronic Commerce, Vol. 4, No. 2, pp. 25-43.
    • (2000) International Journal of Electronic Commerce , vol.4 , Issue.2 , pp. 25-43
    • Han, K.S.1    Noh, M.H.2
  • 74
    • 0003956342 scopus 로고    scopus 로고
    • Understanding e-governance for development
    • Working Papers Series, No. 12/2001, Institute for Development, Policy and Management Information Systems, Technology and Government, University of Manchester, Manchester
    • Heeks, R. (2001), "Understanding e-governance for development", Manchester, Working Papers Series, No. 12/2001, Institute for Development, Policy and Management Information Systems, Technology and Government, University of Manchester, Manchester, available at: http://idpm.man.ac.uk/idpm/igov11abs.htm
    • (2001)
    • Heeks, R.1
  • 75
    • 8444232249 scopus 로고    scopus 로고
    • Most e-government-for-development projects fail: How can risks be reduced?
    • iGovernment Working Paper Series, IDPM, University of Manchester
    • Heeks, R. (2003), "Most e-government-for-development projects fail: how can risks be reduced?", IDPM, University of Manchester, Manchester, iGovernment Working Paper Series.
    • (2003)
    • Heeks, R.1
  • 76
    • 0003242777 scopus 로고    scopus 로고
    • Reinventing local governments and the e-government initiative
    • Ho, A.T.-K. (2002), "Reinventing local governments and the e-government initiative" in Public Administration Review, Vol. 62, No. 4, pp. 434-44.
    • (2002) Public Administration Review , vol.62 , Issue.4 , pp. 434-444
    • Ho, A.T.-K.1
  • 77
    • 3242677194 scopus 로고    scopus 로고
    • Electronic government at the local level: Progress to date and future issues
    • Holden, S.H., Norris, D.F. and Fletcher, P.D. (2003), "Electronic government at the local level: progress to date and future issues" in Public Performance & Management Review, Vol. 26, No. 4, pp. 325-44.
    • (2003) Public Performance & Management Review , vol.26 , Issue.4 , pp. 325-344
    • Holden, S.H.1    Norris, D.F.2    Fletcher, P.D.3
  • 78
    • 0001131885 scopus 로고    scopus 로고
    • A critical success factors model for enterprise resource planning implementation
    • Pries-Heje, J., Ciborra, C., Kantaz, K., Valor, J., Christiaanse, E., Avison, D., Heje, C. (Eds.), 23-25 June, CBS, Copenhagen
    • Holland, C.P., Light, B. and Gibson, N. (1999), "A critical success factors model for enterprise resource planning implementation" in Pries-Heje, J., Ciborra, C., Kantaz, K., Valor, J., Christiaanse, E., Avison, D. and Heje, C. (Eds.), Proceedings of the Seventh European Conference on Information Systems, 23-25 June, CBS, Copenhagen, pp. 273-87.
    • (1999) Proceedings of the Seventh European Conference on Information Systems , pp. 273-287
    • Holland, C.P.1    Light, B.2    Gibson, N.3
  • 82
    • 0346268914 scopus 로고    scopus 로고
    • The endless wire: E-government as a global phenomenon
    • Jaeger, P.T. (2003), "The endless wire: e-government as a global phenomenon" in Government Information Quarterly, Vol. 20, No. 4, pp. 323-31.
    • (2003) Government Information Quarterly , vol.20 , Issue.4 , pp. 323-331
    • Jaeger, P.T.1
  • 83
    • 12344279598 scopus 로고    scopus 로고
    • Empowering bureaucrats
    • James, G. (2000), "Empowering bureaucrats" in MC Technology Marketing Intelligence, Vol. 20, No. 12, pp. 62-8.
    • (2000) MC Technology Marketing Intelligence , vol.20 , Issue.12 , pp. 62-68
    • James, G.1
  • 84
    • 70349120901 scopus 로고    scopus 로고
    • Transformational government: Basics and key issues
    • ICEGOV'08, Janowski, T., Pardo, T.A. (Eds.), ACM, New York, NY, Cairo, Egypt, 1-4 December 2008
    • Janssen, M. and Shu, W.S. (2008), "Transformational government: basics and key issues" in Janowski, T. and Pardo, T.A. (Eds.), Proceedings of the 2nd international Conference on Theory and Practice of Electronic Governance, Cairo, Egypt, 1-4 December 2008, Vol. 351, ACM, New York, NY, pp. 117-22, ICEGOV'08.
    • (2008) Proceedings of the 2nd International Conference on Theory and Practice of Electronic Governance , vol.351 , pp. 117-122
    • Janssen, M.1    Shu, W.S.2
  • 85
    • 0000476959 scopus 로고
    • Success factors in product innovation: A selective review of the literature
    • Johne, A. and Snelson, P. (1988), "Success factors in product innovation: a selective review of the literature" in Journal of Product Innovation Management, Vol. 5, No. 2, pp. 114-28.
    • (1988) Journal of Product Innovation Management , vol.5 , Issue.2 , pp. 114-128
    • Johne, A.1    Snelson, P.2
  • 86
    • 38249022378 scopus 로고
    • Product development approaches in established firms
    • Johne, A. and Snelson, P. (1989), "Product development approaches in established firms" in Industrial Marketing Management, Vol. 18, pp. 113-24.
    • (1989) Industrial Marketing Management , vol.18 , pp. 113-124
    • Johne, A.1    Snelson, P.2
  • 87
    • 84986078945 scopus 로고    scopus 로고
    • New service development: A review of the literature and annotated bibliography
    • Johne, A. and Storey, C. (1998), "New service development: a review of the literature and annotated bibliography" in European Journal of Marketing, Vol. 32, Nos 3/4, pp. 184-251.
    • (1998) European Journal of Marketing , vol.32 , Issue.3-4 , pp. 184-251
    • Johne, A.1    Storey, C.2
  • 88
    • 0035251598 scopus 로고    scopus 로고
    • Digital government security infrastructure design challenges
    • Joshi, J. and Ghafoor, A. (2001), "Digital government security infrastructure design challenges" in IEEE Computer, Vol. 34, No. 1, pp. 66-72.
    • (2001) IEEE Computer , vol.34 , Issue.1 , pp. 66-72
    • Joshi, J.1    Ghafoor, A.2
  • 90
    • 33947710037 scopus 로고    scopus 로고
    • Managing IT - enabled transformation in the public sector: Case study on e-government in South Korea
    • Kim, H., Pan, G. and Pan, S. (2007), "Managing IT - enabled transformation in the public sector: case study on e-government in South Korea" in Government Information Quarterly, Vol. 24, pp. 338-52.
    • (2007) Government Information Quarterly , vol.24 , pp. 338-352
    • Kim, H.1    Pan, G.2    Pan, S.3
  • 91
    • 84986104182 scopus 로고    scopus 로고
    • Rationalizing the customer service process
    • Kim, H.W. and Kim, Y.G. (2001), "Rationalizing the customer service process" in Business Process Management Journal, Vol. 7, No. 2, pp. 139-56.
    • (2001) Business Process Management Journal , vol.7 , Issue.2 , pp. 139-156
    • Kim, H.W.1    Kim, Y.G.2
  • 92
    • 0040439838 scopus 로고
    • The ABC's of service system blueprinting
    • Bitner, M.J., Crosby, L.A. (Eds.), AMA, Chicago, IL
    • Kingman-Brundage, J. (1989), "The ABC's of service system blueprinting" in Bitner, M.J. and Crosby, L.A. (Eds.), Designing a Winning Service Strategy, AMA, Chicago, IL, pp. 30-3.
    • (1989) Designing a Winning Service Strategy , pp. 30-33
    • Kingman-Brundage, J.1
  • 93
    • 77649312487 scopus 로고    scopus 로고
    • Strategic development of the daily regional press
    • paper presented at the 3rd Conference of Owners of Daily Regional Press Union, Mediterranean Agronomic Institute of Chania, Chania, September
    • Kitsios, F. (1996), "Strategic development of the daily regional press", paper presented at the 3rd Conference of Owners of Daily Regional Press Union, Mediterranean Agronomic Institute of Chania, Chania, September.
    • (1996)
    • Kitsios, F.1
  • 94
    • 84884392841 scopus 로고    scopus 로고
    • Services marketing in the hospitality economy: An exploratory study
    • paper presented at 98th EAAE Seminar "Marketing Dynamics within the Global Trading System: New Perspectives", Chania, 29 June-2 July
    • Kitsios, F. (2006), "Services marketing in the hospitality economy: an exploratory study", paper presented at 98th EAAE Seminar "Marketing Dynamics within the Global Trading System: New Perspectives", Chania, 29 June-2 July.
    • (2006)
    • Kitsios, F.1
  • 95
    • 64749116217 scopus 로고    scopus 로고
    • Evaluation of new services development strategies using multicriteria analysis: Predicting the success of innovative hospitality services
    • Kitsios, F., Doumpos, M., Grigoroudis, E. and Zopounidis, C. (2009), "Evaluation of new services development strategies using multicriteria analysis: predicting the success of innovative hospitality services" in Operational Research: An International Journal, Vol. 9, No. 1, pp. 17-33.
    • (2009) Operational Research: An International Journal , vol.9 , Issue.1 , pp. 17-33
    • Kitsios, F.1    Doumpos, M.2    Grigoroudis, E.3    Zopounidis, C.4
  • 96
    • 59649115321 scopus 로고    scopus 로고
    • Offering development in the restaurant sector - a comparison between customer perceptions and management beliefs
    • Swedish School of Economics and Business Administration, Helsinki
    • Kokko, T. (2005), "Offering development in the restaurant sector - a comparison between customer perceptions and management beliefs", Swedish School of Economics and Business Administration, Helsinki.
    • (2005)
    • Kokko, T.1
  • 97
    • 0042879531 scopus 로고    scopus 로고
    • Security requirements for e-government services: A methodological approach for developing a common PKI-based security policy
    • Lambrinoudakis, C., Gritzalis, S., Dridi, F. and Pernul, G. (2003), "Security requirements for e-government services: a methodological approach for developing a common PKI-based security policy" in Computer Communications, Vol. 26, No. 16, pp. 1873-83.
    • (2003) Computer Communications , vol.26 , Issue.16 , pp. 1873-1883
    • Lambrinoudakis, C.1    Gritzalis, S.2    Dridi, F.3    Pernul, G.4
  • 98
    • 0035373510 scopus 로고    scopus 로고
    • Developing fully functional e-government: A four-stage model
    • Layne, K. and Lee, J. (2001), "Developing fully functional e-government: a four-stage model" in Government Information Quarterly, Vol. 18, No. 2, pp. 122-36.
    • (2001) Government Information Quarterly , vol.18 , Issue.2 , pp. 122-136
    • Layne, K.1    Lee, J.2
  • 99
    • 33645908612 scopus 로고    scopus 로고
    • Current practices of leading e-government countries
    • Lee, S.M., Tan, X. and Trimi, S. (2005), "Current practices of leading e-government countries" in Communications of the ACM, Vol. 48, No. 10, pp. 99-104.
    • (2005) Communications of the ACM , vol.48 , Issue.10 , pp. 99-104
    • Lee, S.M.1    Tan, X.2    Trimi, S.3
  • 100
    • 24744437469 scopus 로고    scopus 로고
    • Leitner, C. (Ed.), European Institute of Public Administration, Maastricht
    • Leitner, C. (Ed.) (2003), E-government in Europe: The State of Affairs, European Institute of Public Administration, Maastricht.
    • (2003) E-Government in Europe: The State of Affairs
  • 102
    • 0034360482 scopus 로고    scopus 로고
    • Project team communication in financial service innovation
    • Lievens, A. and Moenaert, R.K. (2000), "Project team communication in financial service innovation" in Journal of Management Studies, Vol. 37, No. 5, pp. 733-66.
    • (2000) Journal of Management Studies , vol.37 , Issue.5 , pp. 733-766
    • Lievens, A.1    Moenaert, R.K.2
  • 103
    • 77649335545 scopus 로고    scopus 로고
    • Government online: Strategies and challenges
    • available at (accessed 3 February 2005)
    • McClure, D.L. (2000), "Government online: strategies and challenges", available at: www.house.gov/reform/gmit/hearings/2000hearings/000522dm.htm (accessed 3 February 2005).
    • (2000)
    • McClure, D.L.1
  • 104
    • 0021521874 scopus 로고
    • A study of success and failure in product innovation: The case of the US electronics industry
    • Maidique, M.O. and Zirger, B.J. (1984), "A study of success and failure in product innovation: the case of the US electronics industry" in IEEE Transactions on Engineering Management, Vol. 31, pp. 192-203.
    • (1984) IEEE Transactions on Engineering Management , vol.31 , pp. 192-203
    • Maidique, M.O.1    Zirger, B.J.2
  • 106
  • 108
    • 0000430606 scopus 로고    scopus 로고
    • Extending the TAM for a worldwide-web context
    • Moon, J. and Kim, Y. (2001), "Extending the TAM for a worldwide-web context" in Information & Management, Vol. 28, pp. 217-30.
    • (2001) Information & Management , vol.28 , pp. 217-230
    • Moon, J.1    Kim, Y.2
  • 109
    • 0005281380 scopus 로고    scopus 로고
    • The evolution of e-government among municipalities: Rhetoric or reality
    • Moon, M.J. (2002), "The evolution of e-government among municipalities: rhetoric or reality" in Public Administration Review, Vol. 62, No. 4, pp. 424-33.
    • (2002) Public Administration Review , vol.62 , Issue.4 , pp. 424-433
    • Moon, M.J.1
  • 110
    • 12844270525 scopus 로고    scopus 로고
    • Does managerial orientation matter? The adoption of reinventing government and e-government at the municipal level
    • Moon, M.J. and Norris, D.F. (2005), "Does managerial orientation matter? The adoption of reinventing government and e-government at the municipal level" in Information Systems Journal, Vol. 15, pp. 43-60.
    • (2005) Information Systems Journal , vol.15 , pp. 43-60
    • Moon, M.J.1    Norris, D.F.2
  • 111
    • 77649305846 scopus 로고    scopus 로고
    • Beyond e-government the world's most successful technology-enabled transformations
    • Executive Summary, INSEAD: the Business School for the World, Fontainbleau
    • Murphy, J. (2005), "Beyond e-government the world's most successful technology-enabled transformations", Executive Summary, INSEAD: the Business School for the World, Fontainbleau, pp. 1-124, available at: www.localtgov.org.uk.
    • (2005) , pp. 1-124
    • Murphy, J.1
  • 114
    • 0000543047 scopus 로고    scopus 로고
    • Human factors in adoption of geographic information systems: A local government case study
    • Nedovic-Budic, Z. and Godschalk, D.R. (1996), "Human factors in adoption of geographic information systems: a local government case study" in Public Administration Review, Vol. 56, No. 6, pp. 554-67.
    • (1996) Public Administration Review , vol.56 , Issue.6 , pp. 554-567
    • Nedovic-Budic, Z.1    Godschalk, D.R.2
  • 115
    • 77649314673 scopus 로고
    • CTF, University of Stockholm
    • Norling, P. (1993), Tjänstekonstruktion, CTF, University of Stockholm, Stockholm.
    • (1993) Tjänstekonstruktion
    • Norling, P.1
  • 117
    • 12344253337 scopus 로고    scopus 로고
    • Computing in American city governments
    • International City/County Management Association, Washington, DC
    • Norris, D.F. and Demeter, L.A. (1999), "Computing in American city governments" in The 1999 Municipal Yearbook, International City/County Management Association, Washington, DC, pp. 10-19.
    • (1999) The 1999 Municipal Yearbook , pp. 10-19
    • Norris, D.F.1    Demeter, L.A.2
  • 118
    • 3242826861 scopus 로고
    • Computers, police and the fight against crime: An ecology of technology, training and use
    • Northrop, A., Debora Dunkle, D., Kraemer, K. and King, J. (1994), "Computers, police and the fight against crime: an ecology of technology, training and use" in Information and the Public Sector, Vol. 3, pp. 21-45.
    • (1994) Information and the Public Sector , vol.3 , pp. 21-45
    • Northrop, A.1    Debora Dunkle, D.2    Kraemer, K.3    King, J.4
  • 119
    • 0003657111 scopus 로고    scopus 로고
    • Organisation for Economic Cooperation and Development, available at (accessed 3 February 2005), OECD
    • OECD (2000a), Annual Report 2000, Organisation for Economic Cooperation and Development, available at: www.oecd.org/dataoecd/30/59/1842666.pdf (accessed 3 February 2005).
    • (2000) Annual Report 2000
  • 120
    • 0003458191 scopus 로고    scopus 로고
    • The Service Economy Business and Industry Policy Forum Series, Organisation for Economic Cooperation and Development, Paris, OECD
    • OECD (2000b), "Science, technology and industry", Organisation for Economic Cooperation and Development, Paris, The Service Economy Business and Industry Policy Forum Series.
    • (2000) Science, Technology and Industry
  • 122
    • 33746642539 scopus 로고    scopus 로고
    • Identifying determinants of success in development of new high-contact services
    • Ottenbacher, M., Gnoth, J. and Jones, P. (2006), "Identifying determinants of success in development of new high-contact services" in International Journal of Service Industry Management, Vol. 17, No. 4, pp. 344-63.
    • (2006) International Journal of Service Industry Management , vol.17 , Issue.4 , pp. 344-363
    • Ottenbacher, M.1    Gnoth, J.2    Jones, P.3
  • 124
    • 84969451573 scopus 로고    scopus 로고
    • Issues and challenges in e-governance planning
    • Palanisamy, R. (2004), "Issues and challenges in e-governance planning" in Electronic Government, Vol. 1, No. 3, pp. 253-73.
    • (2004) Electronic Government , vol.1 , Issue.3 , pp. 253-273
    • Palanisamy, R.1
  • 126
    • 84982735857 scopus 로고
    • Successful new product development - an international comparative study
    • Parkinson, S. (1981), "Successful new product development - an international comparative study" in R & D Management, Vol. 11, No. 2, pp. 79-85.
    • (1981) R & D Management , vol.11 , Issue.2 , pp. 79-85
    • Parkinson, S.1
  • 127
  • 128
    • 84992930192 scopus 로고    scopus 로고
    • Realising integrated e-government services: A UK local government perspective
    • Sarikas, O.D. and Weerakkody, V. (2007), "Realising integrated e-government services: a UK local government perspective" in Transforming Government: People, Process and Policy, Vol. 1, No. 2, pp. 153-73.
    • (2007) Transforming Government: People, Process and Policy , vol.1 , Issue.2 , pp. 153-173
    • Sarikas, O.D.1    Weerakkody, V.2
  • 129
    • 84954995849 scopus 로고
    • A proposed model for new service development
    • Scheuing, E.E. and Johnson, E.M. (1989), "A proposed model for new service development" in Journal of Services Marketing, Vol. 3, No. 2, pp. 25-34.
    • (1989) Journal of Services Marketing , vol.3 , Issue.2 , pp. 25-34
    • Scheuing, E.E.1    Johnson, E.M.2
  • 130
    • 85001843472 scopus 로고    scopus 로고
    • Current practices in e-government induced business process change (BPC): An empirical study of current practices
    • Scholl, H. (2002), "Current practices in e-government induced business process change (BPC): an empirical study of current practices" in International Journal of Electronic Government, Vol. 1, No. 2, pp. 27-49.
    • (2002) International Journal of Electronic Government , vol.1 , Issue.2 , pp. 27-49
    • Scholl, H.1
  • 131
    • 33751231691 scopus 로고    scopus 로고
    • Organisational critical success factors in adoption of e-banking at the Woolwich bank
    • Shah, M.H. and Siddiqui, F.A. (2006), "Organisational critical success factors in adoption of e-banking at the Woolwich bank" in International Journal of Information Management, Vol. 26, No. 2, pp. 442-56.
    • (2006) International Journal of Information Management , vol.26 , Issue.2 , pp. 442-456
    • Shah, M.H.1    Siddiqui, F.A.2
  • 132
    • 84925981402 scopus 로고
    • How to design a service
    • Shostack, G.L. (1981), "How to design a service" in European Journal of Marketing, Vol. 16, No. 1, pp. 49-63.
    • (1981) European Journal of Marketing , vol.16 , Issue.1 , pp. 49-63
    • Shostack, G.L.1
  • 133
    • 0000426487 scopus 로고
    • Designing services that deliver
    • January-February
    • Shostack, G.L. (1984), "Designing services that deliver" in Harvard Business Review, January-February, pp. 133-9.
    • (1984) Harvard Business Review , pp. 133-139
    • Shostack, G.L.1
  • 134
    • 0001934448 scopus 로고
    • Planning the service encounter
    • Czepiel, J.A., Solomon, M.R., Surprenant, C.F. (Eds.), Lexington Books, Lexington, MA
    • Shostack, G.L (1985), "Planning the service encounter" Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds.), The Service Encounter, Lexington Books, Lexington, MA.
    • (1985) The Service Encounter
    • Shostack, G.L.1
  • 135
  • 136
    • 77649306432 scopus 로고    scopus 로고
    • From e to t: The implications of transformational government for library services
    • Spring
    • Smith, D. (2007), "From e to t: the implications of transformational government for library services" in Journal for Library and Information Specialists, Spring, pp. 8-12.
    • (2007) Journal for Library and Information Specialists , pp. 8-12
    • Smith, D.1
  • 137
    • 0002877958 scopus 로고
    • The impact of the new product development project on the success of financial services
    • Storey, C. and Easingwood, C. (1993), "The impact of the new product development project on the success of financial services" in The Services Industry Journal, Vol. 13, No. 3, pp. 40-54.
    • (1993) The Services Industry Journal , vol.13 , Issue.3 , pp. 40-54
    • Storey, C.1    Easingwood, C.2
  • 138
    • 0030543736 scopus 로고    scopus 로고
    • Determinants of new product performance: A study in the financial services sector
    • Storey, C. and Easingwood, C. (1996), "Determinants of new product performance: a study in the financial services sector" in International Journal of Service Industry Management, Vol. 7, No. 1, pp. 32-55.
    • (1996) International Journal of Service Industry Management , vol.7 , Issue.1 , pp. 32-55
    • Storey, C.1    Easingwood, C.2
  • 139
    • 0000994347 scopus 로고    scopus 로고
    • Designing and implementing new services
    • Tax, S.S. and Stuart, I. (1997), "Designing and implementing new services" in Journal of Retailing, Vol. 73, No. 1, pp. 105-34.
    • (1997) Journal of Retailing , vol.73 , Issue.1 , pp. 105-134
    • Tax, S.S.1    Stuart, I.2
  • 140
    • 3042855670 scopus 로고    scopus 로고
    • Evaluating enterprise application integration technologies: A novel frame of references
    • Themistocleous, M. and Irani, Z. (2002), "Evaluating enterprise application integration technologies: a novel frame of references" in European Journal of Operational Research, Vol. 159, No. 2, pp. 393-405.
    • (2002) European Journal of Operational Research , vol.159 , Issue.2 , pp. 393-405
    • Themistocleous, M.1    Irani, Z.2
  • 141
    • 0005236197 scopus 로고    scopus 로고
    • UN Publications, New York, NY, United Nations and American Society for Public Administration (ASPA)
    • United Nations and American Society for Public Administration (ASPA) (2002), Benchmarking E-government: A Global Perspective, UN Publications, New York, NY.
    • (2002) Benchmarking E-Government: A Global Perspective
  • 142
    • 4344627173 scopus 로고    scopus 로고
    • High-technology service innovation success: A decision-making perspective
    • van Riel, A.C.R., Lemmink, J. and Ouwersloot, H. (2004), "High-technology service innovation success: a decision-making perspective" in Journal of Product Innovation Management, Vol. 21, No. 5, pp. 348-59.
    • (2004) Journal of Product Innovation Management , vol.21 , Issue.5 , pp. 348-359
    • van Riel, A.C.R.1    Lemmink, J.2    Ouwersloot, H.3
  • 143
    • 0033872521 scopus 로고    scopus 로고
    • A theoretical extension of the technology acceptance model: Four longitudinal field studies
    • Venkatesh, V. and Davis, F. (2000), "A theoretical extension of the technology acceptance model: four longitudinal field studies" in Management Science, Vol. 46, pp. 186-204.
    • (2000) Management Science , vol.46 , pp. 186-204
    • Venkatesh, V.1    Davis, F.2
  • 144
    • 9744246034 scopus 로고    scopus 로고
    • Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behaviour
    • Venkatesh, V. and Morris, M. (2000), "Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behaviour" in MIS Quarterly, Vol. 24, pp. 115-39.
    • (2000) MIS Quarterly , vol.24 , pp. 115-139
    • Venkatesh, V.1    Morris, M.2
  • 145
    • 56549124137 scopus 로고    scopus 로고
    • Moving from e-government to t-government: A study of process reengineering challenges in a UK local authority context
    • Weerakkody, V. and Dhillon, G. (2008), "Moving from e-government to t-government: a study of process reengineering challenges in a UK local authority context" in International Journal of Electronic Government Research, Vol. 4, No. 4, pp. 1-16.
    • (2008) International Journal of Electronic Government Research , vol.4 , Issue.4 , pp. 1-16
    • Weerakkody, V.1    Dhillon, G.2
  • 147
    • 0346961553 scopus 로고    scopus 로고
    • E-government and the transformation of service delivery and citizen attitudes
    • West, D. (2004), "E-government and the transformation of service delivery and citizen attitudes" in Public Administration Review, Vol. 64, No. 1, pp. 15-27.
    • (2004) Public Administration Review , vol.64 , Issue.1 , pp. 15-27
    • West, D.1
  • 148
    • 77649292020 scopus 로고
    • Utveckling av nya Tjänster - Referensram och fallstudier
    • Forskningsrapport 94:18 (Samhällsvetenskap), Centrum för tjänsteforskning, Högskolan i Karlstad
    • Wilhelmsson, M. and Edvardsson, B. (1994), "Utveckling av nya Tjänster - Referensram och fallstudier", Centrum för tjänsteforskning, Högskolan i Karlstad, Karlstad, Forskningsrapport 94:18 (Samhällsvetenskap).
    • (1994)
    • Wilhelmsson, M.1    Edvardsson, B.2
  • 149
    • 77649283134 scopus 로고    scopus 로고
    • Task managers' ICT toolkit: Good practice for planning, delivering and sustaining ICT products
    • Report No. 25919-A/B, Global ICT Department, Washington, DC, World Bank
    • World Bank (2003), "Task managers' ICT toolkit: good practice for planning, delivering and sustaining ICT products", Global ICT Department, Washington, DC, Report No. 25919-A/B.
    • (2003)
  • 150
    • 77649315923 scopus 로고    scopus 로고
    • E-government: A definition of e-government
    • available at (accessed 3 February 2005), World Bank
    • World Bank (2004), "E-government: a definition of e-government", available at: http://go.worldbank.org/M1JHE0Z280 (accessed 3 February 2005).
    • (2004)
  • 151
    • 77649303534 scopus 로고    scopus 로고
    • Relationship termination intentions - a study of hotel customers
    • Center for Relationship Marketing and Service Management, Swedish School of Economics and Business Administration, Helsinki
    • Wrange, K. (1997), "Relationship termination intentions - a study of hotel customers", Center for Relationship Marketing and Service Management, Swedish School of Economics and Business Administration, Helsinki.
    • (1997)
    • Wrange, K.1
  • 152
    • 34250180194 scopus 로고    scopus 로고
    • E-government research: Reviewing the literature, limitations, and ways forward
    • Yildiz, M. (2007), "E-government research: reviewing the literature, limitations, and ways forward" in Government Information Quarterly, Vol. 24, pp. 646-65.
    • (2007) Government Information Quarterly , vol.24 , pp. 646-665
    • Yildiz, M.1
  • 154
    • 0037117679 scopus 로고    scopus 로고
    • Multicriteria classification and sorting methods: A literature review
    • Zopounidis, C. and Doumpos, M. (2002), "Multicriteria classification and sorting methods: a literature review" in European Journal of Operational Research, Vol. 138, No. 2, pp. 229-46.
    • (2002) European Journal of Operational Research , vol.138 , Issue.2 , pp. 229-246
    • Zopounidis, C.1    Doumpos, M.2
  • 155
    • 0001641201 scopus 로고
    • Research design effects on the reliability of rating scales: A meta-analysis
    • Churchill, G. and Peter, P. (1984), "Research design effects on the reliability of rating scales: a meta-analysis" in Journal of Marketing Research, Vol. 21, No. 4, pp. 360-75.
    • (1984) Journal of Marketing Research , vol.21 , Issue.4 , pp. 360-375
    • Churchill, G.1    Peter, P.2
  • 156
    • 0031993519 scopus 로고    scopus 로고
    • Benchmarking new product performance: Results of the best practices study
    • Cooper, R.G. (1998a), "Benchmarking new product performance: results of the best practices study" in European Management Journal, Vol. 16, No. 1, pp. 1-17.
    • (1998) European Management Journal , vol.16 , Issue.1 , pp. 1-17
    • Cooper, R.G.1
  • 159
    • 0000446654 scopus 로고
    • New product process at leading industrial firms
    • Cooper, R.G. and Kleinschmidt, E.J. (1991), "New product process at leading industrial firms" in Industrial Marketing Management, Vol. 10, No. 2, pp. 137-47.
    • (1991) Industrial Marketing Management , vol.10 , Issue.2 , pp. 137-147
    • Cooper, R.G.1    Kleinschmidt, E.J.2
  • 161
    • 84900663122 scopus 로고    scopus 로고
    • An empirical analysis of the effect of product innovativeness on success and failure of new industrial services
    • University of New South Wales, Sydney
    • de Brentani, U. (1999), "An empirical analysis of the effect of product innovativeness on success and failure of new industrial services", Conference Proceedings ANZMAC 1999, University of New South Wales, Sydney.
    • (1999) Conference Proceedings ANZMAC 1999
    • de Brentani, U.1
  • 162
    • 30244447503 scopus 로고
    • Marketing's role in successful product development
    • Johne, A. and Snelson, P. (1988), "Marketing's role in successful product development" in Journal of Marketing Management, Vol. 3, No. 3, pp. 256-68.
    • (1988) Journal of Marketing Management , vol.3 , Issue.3 , pp. 256-268
    • Johne, A.1    Snelson, P.2
  • 164
    • 77649298616 scopus 로고    scopus 로고
    • Locational strategies of international hotel corporations in Eastern central Europe
    • Faculty of Economic and Social Sciences, University of Fribourg
    • Johnson, C. (2002), "Locational strategies of international hotel corporations in Eastern central Europe", Faculty of Economic and Social Sciences, University of Fribourg, Fribourg.
    • (2002)
    • Johnson, C.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.