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

Willem Jan Pieterson; Marije Teerling

doi:10.1007/978-3-642-03516-6_19

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

Willem Jan Pieterson, Marije Teerling

Faculty of Behavioural, Management and Social Sciences

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

5 Citations (Scopus)

4 Downloads (Pure)

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.

Original language	English
Title of host publication	Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009
Editors	Maria A. Wimmer, Hans J. Scholl, Marijn Janssen, Roland Traunmüller
Place of Publication	Berlin, Germany
Publisher	Springer
Pages	222-233
Number of pages	12
ISBN (Print)	9783642035159
DOIs	https://doi.org/10.1007/978-3-642-03516-6_19
Publication status	Published - 31 Aug 2009
Event	8th International Conference on Electronic Government, EGOV 2009 - Linz, Austria Duration: 31 Aug 2009 → 3 Sept 2009 Conference number: 8

Publication series

Name	Lecture notes in computer science
Publisher	Springer
Volume	5693
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	8th International Conference on Electronic Government, EGOV 2009
Abbreviated title	EGOV
Country/Territory	Austria
City	Linz
Period	31/08/09 → 3/09/09

Keywords

METIS-261995
IR-94544

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-642-03516-6_19

Cite this

Pieterson, W. J., & Teerling, M. (2009). Channel integration in governmental service delivery: the effects on citizen behavior and perceptions. In M. A. Wimmer, H. J. Scholl, M. Janssen, & R. Traunmüller (Eds.), Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009 (pp. 222-233). (Lecture notes in computer science; Vol. 5693). Springer. https://doi.org/10.1007/978-3-642-03516-6_19

Pieterson, Willem Jan ; Teerling, Marije. / Channel integration in governmental service delivery: the effects on citizen behavior and perceptions. Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. editor / Maria A. Wimmer ; Hans J. Scholl ; Marijn Janssen ; Roland Traunmüller. Berlin, Germany : Springer, 2009. pp. 222-233 (Lecture notes in computer science).

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title = "Channel integration in governmental service delivery: the effects on citizen behavior and perceptions",

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{\textquoteright} 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{\textquoteright} satisfaction, but does not seem to affect channel usage and channel perceptions.",

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booktitle = "Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009",

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Pieterson, WJ & Teerling, M 2009, Channel integration in governmental service delivery: the effects on citizen behavior and perceptions. in MA Wimmer, HJ Scholl, M Janssen & R Traunmüller (eds), Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. Lecture notes in computer science, vol. 5693, Springer, Berlin, Germany, pp. 222-233, 8th International Conference on Electronic Government, EGOV 2009, Linz, Austria, 31/08/09. https://doi.org/10.1007/978-3-642-03516-6_19

Channel integration in governmental service delivery: the effects on citizen behavior and perceptions. / Pieterson, Willem Jan; Teerling, Marije.
Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. ed. / Maria A. Wimmer; Hans J. Scholl; Marijn Janssen; Roland Traunmüller. Berlin, Germany: Springer, 2009. p. 222-233 (Lecture notes in computer science; Vol. 5693).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - Channel integration in governmental service delivery: the effects on citizen behavior and perceptions

AU - Pieterson, Willem Jan

AU - Teerling, Marije

N1 - Conference code: 8

PY - 2009/8/31

Y1 - 2009/8/31

N2 - 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.

AB - 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.

KW - METIS-261995

KW - IR-94544

U2 - 10.1007/978-3-642-03516-6_19

DO - 10.1007/978-3-642-03516-6_19

M3 - Conference contribution

SN - 9783642035159

T3 - Lecture notes in computer science

SP - 222

EP - 233

BT - Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009

A2 - Wimmer, Maria A.

A2 - Scholl, Hans J.

A2 - Janssen, Marijn

A2 - Traunmüller, Roland

PB - Springer

CY - Berlin, Germany

T2 - 8th International Conference on Electronic Government, EGOV 2009

Y2 - 31 August 2009 through 3 September 2009

ER -

Pieterson WJ, Teerling M. Channel integration in governmental service delivery: the effects on citizen behavior and perceptions. In Wimmer MA, Scholl HJ, Janssen M, Traunmüller R, editors, Electronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009. Berlin, Germany: Springer. 2009. p. 222-233. (Lecture notes in computer science). doi: 10.1007/978-3-642-03516-6_19

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

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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Cite this