Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study

Yvon van den Boer, Willem Jan Pieterson, R. Arendsen, Manon de Groot

    Research output: Chapter in Book/Report/Conference proceedingChapterAcademicpeer-review

    1 Citation (Scopus)

    Abstract

    To deal with tax matters, businesses have various potential sources (e.g., Tax Office, advisor, industry organization, friends/family) in their environment. Those sources can be coupled with an increasingly wide variety of channels (e.g., telephone, face-to-face, website, e-mail) through which information can be obtained. This has led to an increasingly complex information flow between governments and businesses. This paper provides new directions for public service delivery strategies by studying both source and channel choices of businesses using the vignette method. The findings indicate that source and channel choices are determined in different ways (i.e., positive or negative) by different factors. Furthermore, we found that source and channel choices are interrelated. It is concluded that that sources and channels fulfil different roles for information seekers. It is advisable for government to anticipate these roles in the design of their service delivery strategies.
    Original languageEnglish
    Title of host publicationElectronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings
    EditorsMarijn Janssen, Hans Jochen Scholl, Maria A. Wimmer, Frank Bannister
    PublisherSpringer
    Pages120-132
    ISBN (Print)978-3-662-44425-2
    DOIs
    Publication statusPublished - 2014

    Publication series

    NameLecture notes in computer science
    PublisherSpringer
    Numbervol. 8653

    Fingerprint

    Channel choice
    Interaction
    Vignettes
    Government services
    Government
    Tax
    Information flow
    Industry
    Public service delivery
    Telephone
    Service delivery
    Advisors
    Electronic mail
    Factors
    Web sites

    Keywords

    • IR-93218
    • METIS-307198

    Cite this

    van den Boer, Y., Pieterson, W. J., Arendsen, R., & de Groot, M. (2014). Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study. In M. Janssen, H. J. Scholl, M. A. Wimmer, & F. Bannister (Eds.), Electronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings (pp. 120-132). (Lecture notes in computer science; No. vol. 8653). Springer. https://doi.org/10.1007/978-3-662-44426-9_10
    van den Boer, Yvon ; Pieterson, Willem Jan ; Arendsen, R. ; de Groot, Manon. / Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study. Electronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings. editor / Marijn Janssen ; Hans Jochen Scholl ; Maria A. Wimmer ; Frank Bannister. Springer, 2014. pp. 120-132 (Lecture notes in computer science; vol. 8653).
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    abstract = "To deal with tax matters, businesses have various potential sources (e.g., Tax Office, advisor, industry organization, friends/family) in their environment. Those sources can be coupled with an increasingly wide variety of channels (e.g., telephone, face-to-face, website, e-mail) through which information can be obtained. This has led to an increasingly complex information flow between governments and businesses. This paper provides new directions for public service delivery strategies by studying both source and channel choices of businesses using the vignette method. The findings indicate that source and channel choices are determined in different ways (i.e., positive or negative) by different factors. Furthermore, we found that source and channel choices are interrelated. It is concluded that that sources and channels fulfil different roles for information seekers. It is advisable for government to anticipate these roles in the design of their service delivery strategies.",
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    van den Boer, Y, Pieterson, WJ, Arendsen, R & de Groot, M 2014, Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study. in M Janssen, HJ Scholl, MA Wimmer & F Bannister (eds), Electronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings. Lecture notes in computer science, no. vol. 8653, Springer, pp. 120-132. https://doi.org/10.1007/978-3-662-44426-9_10

    Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study. / van den Boer, Yvon; Pieterson, Willem Jan; Arendsen, R.; de Groot, Manon.

    Electronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings. ed. / Marijn Janssen; Hans Jochen Scholl; Maria A. Wimmer; Frank Bannister. Springer, 2014. p. 120-132 (Lecture notes in computer science; No. vol. 8653).

    Research output: Chapter in Book/Report/Conference proceedingChapterAcademicpeer-review

    TY - CHAP

    T1 - Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study

    AU - van den Boer, Yvon

    AU - Pieterson, Willem Jan

    AU - Arendsen, R.

    AU - de Groot, Manon

    PY - 2014

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    N2 - To deal with tax matters, businesses have various potential sources (e.g., Tax Office, advisor, industry organization, friends/family) in their environment. Those sources can be coupled with an increasingly wide variety of channels (e.g., telephone, face-to-face, website, e-mail) through which information can be obtained. This has led to an increasingly complex information flow between governments and businesses. This paper provides new directions for public service delivery strategies by studying both source and channel choices of businesses using the vignette method. The findings indicate that source and channel choices are determined in different ways (i.e., positive or negative) by different factors. Furthermore, we found that source and channel choices are interrelated. It is concluded that that sources and channels fulfil different roles for information seekers. It is advisable for government to anticipate these roles in the design of their service delivery strategies.

    AB - To deal with tax matters, businesses have various potential sources (e.g., Tax Office, advisor, industry organization, friends/family) in their environment. Those sources can be coupled with an increasingly wide variety of channels (e.g., telephone, face-to-face, website, e-mail) through which information can be obtained. This has led to an increasingly complex information flow between governments and businesses. This paper provides new directions for public service delivery strategies by studying both source and channel choices of businesses using the vignette method. The findings indicate that source and channel choices are determined in different ways (i.e., positive or negative) by different factors. Furthermore, we found that source and channel choices are interrelated. It is concluded that that sources and channels fulfil different roles for information seekers. It is advisable for government to anticipate these roles in the design of their service delivery strategies.

    KW - IR-93218

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    BT - Electronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings

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    van den Boer Y, Pieterson WJ, Arendsen R, de Groot M. Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study. In Janssen M, Scholl HJ, Wimmer MA, Bannister F, editors, Electronic Government: 13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014. Proceedings. Springer. 2014. p. 120-132. (Lecture notes in computer science; vol. 8653). https://doi.org/10.1007/978-3-662-44426-9_10