Channel perceptions and usage: beyond media richness factors

Willem Jan Pieterson, Marije Teerling, Wolfgang E. Ebbers

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

13 Citations (Scopus)


In this paper, we asses how service channel perceptions affect channel choice and channel usage. Building on communication theories, such as the Media Richness Theory, we explore how different channel characteristics are perceived by citizens in a Dutch governmental service chain. The results of our study show that channel perceptions are variable along with channel usage (experience) and personal characteristics. This proves that the straightforward task-channel fit as suggested in some multi-channel management models is too simplistic. Besides the fact that theoretically some channels are better suited for particular types of services, multi-channel models should pay attention to the variances in channel perceptions. These insights are highly relevant for the design of the multi-channel and marketing strategies in order to seduce citizens to use the preferred service channels.
Original languageEnglish
Title of host publicationElectronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008
EditorsMaria A. Wimmer, Hans J. Scholl, Enrico Ferro
Place of PublicationBerlin
ISBN (Print)9783540852032
Publication statusPublished - 31 Aug 2008
Event7th International Conference on Electronic Government, EGOV 2008 - Turin, Italy
Duration: 31 Aug 20085 Sept 2008
Conference number: 7

Publication series

NameLecture notes in computer science
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference7th International Conference on Electronic Government, EGOV 2008
Abbreviated titleEGOV


  • METIS-253014
  • IR-94494


Dive into the research topics of 'Channel perceptions and usage: beyond media richness factors'. Together they form a unique fingerprint.

Cite this