Channel perceptions and usage: beyond media richness factors

Willem Jan Pieterson; Marije Teerling; Wolfgang E. Ebbers

doi:10.1007/978-3-540-85204-9_19

Channel perceptions and usage: beyond media richness factors

Willem Jan Pieterson, Marije Teerling, Wolfgang E. Ebbers

Faculty of Behavioural, Management and Social Sciences

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

13 Citations (Scopus)

Abstract

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 language	English
Title of host publication	Electronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008
Editors	Maria A. Wimmer, Hans J. Scholl, Enrico Ferro
Place of Publication	Berlin
Publisher	Springer
Pages	219-230
ISBN (Print)	9783540852032
DOIs	https://doi.org/10.1007/978-3-540-85204-9_19
Publication status	Published - 31 Aug 2008
Event	7th International Conference on Electronic Government, EGOV 2008 - Turin, Italy Duration: 31 Aug 2008 → 5 Sept 2008 Conference number: 7

Publication series

Name	Lecture notes in computer science
Publisher	Springer
Volume	5184
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	7th International Conference on Electronic Government, EGOV 2008
Abbreviated title	EGOV
Country/Territory	Italy
City	Turin
Period	31/08/08 → 5/09/08

Keywords

METIS-253014
IR-94494

Access to Document

10.1007/978-3-540-85204-9_19

Cite this

Pieterson, W. J., Teerling, M., & Ebbers, W. E. (2008). Channel perceptions and usage: beyond media richness factors. In M. A. Wimmer, H. J. Scholl, & E. Ferro (Eds.), Electronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008 (pp. 219-230). (Lecture notes in computer science; Vol. 5184). Springer. https://doi.org/10.1007/978-3-540-85204-9_19

@inproceedings{9f48452b6852426fb463930fe0a845c9,

title = "Channel perceptions and usage: beyond media richness factors",

abstract = "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.",

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author = "Pieterson, {Willem Jan} and Marije Teerling and Ebbers, {Wolfgang E.}",

year = "2008",

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doi = "10.1007/978-3-540-85204-9_19",

language = "English",

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series = "Lecture notes in computer science",

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pages = "219--230",

editor = "Wimmer, {Maria A.} and Scholl, {Hans J.} and Enrico Ferro",

booktitle = "Electronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008",

note = "7th International Conference on Electronic Government, EGOV 2008, EGOV ; Conference date: 31-08-2008 Through 05-09-2008",

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Pieterson, WJ, Teerling, M & Ebbers, WE 2008, Channel perceptions and usage: beyond media richness factors. in MA Wimmer, HJ Scholl & E Ferro (eds), Electronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008. Lecture notes in computer science, vol. 5184, Springer, Berlin, pp. 219-230, 7th International Conference on Electronic Government, EGOV 2008, Turin, Italy, 31/08/08. https://doi.org/10.1007/978-3-540-85204-9_19

Channel perceptions and usage: beyond media richness factors. / Pieterson, Willem Jan; Teerling, Marije; Ebbers, Wolfgang E.
Electronic Government: 7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008. ed. / Maria A. Wimmer; Hans J. Scholl; Enrico Ferro. Berlin: Springer, 2008. p. 219-230 (Lecture notes in computer science; Vol. 5184).

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

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AU - Teerling, Marije

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N2 - 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.

AB - 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.

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KW - IR-94494

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A2 - Wimmer, Maria A.

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PB - Springer

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T2 - 7th International Conference on Electronic Government, EGOV 2008

Y2 - 31 August 2008 through 5 September 2008

ER -

Channel perceptions and usage: beyond media richness factors

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