Abstract
Governmental agencies have various service channels at their disposal for the service interactions with their citizens. The rise of the Internet as a service channel led many to believe the Internet would make all other service channels obsolete. Until now this expectation remains unfulfilled, as research discussed in this paper makes clear. All other channels still exist and the Internet in many cases did not lead to a decrease in the usage of other channels. Across the globe organizations are re-shaping their service channel mix, to find the optimal mix of service channels. This article reviews various historical phases in service channel positioning and discusses the strategies in use during the phases. The paper concludes with presenting a new multi-channel channel positioning strategy that combines private organization.
| Original language | Undefined |
|---|---|
| Title of host publication | Electronic Government. Communication Proceedings of the Fifth International EGOV Conference 2006 |
| Place of Publication | Linz |
| Publisher | Johannes-Kepler-Universität en Trauner Druck |
| Pages | 53-60 |
| ISBN (Print) | 3-85487-994-6 |
| Publication status | Published - 4 Sep 2006 |
| Event | 5th International Conference on Electronic Government, EGOV 2006 - Kraków, Poland Duration: 4 Sep 2006 → 8 Sep 2006 Conference number: 5 |
Conference
| Conference | 5th International Conference on Electronic Government, EGOV 2006 |
|---|---|
| Abbreviated title | EGOV |
| Country | Poland |
| City | Kraków |
| Period | 4/09/06 → 8/09/06 |
Keywords
- METIS-233930
- IR-59792