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

Yvon van den Boer; Willem Pieterson; Rex Arendsen; Manon de Groot

doi:10.1007/978-3-662-44426-9_10

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

Yvon van den Boer, Willem Pieterson, Rex Arendsen, Manon de Groot

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

5 Citations (Scopus)

1 Downloads (Pure)

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 language	English
Title of host publication	Electronic Government
Subtitle of host publication	13th IFIP WG 8.5 International Conference, EGOV 2014, Dublin, Ireland, September 1-3, 2014, Proceedings
Editors	Marijn Janssen, Hans Jochen Scholl, Maria A. Wimmer, Frank Bannister
Place of Publication	Berlin, Heidelberg
Publisher	Springer
Pages	120-132
ISBN (Electronic)	978-3-662-44426-9
ISBN (Print)	978-3-662-44425-2
DOIs	https://doi.org/10.1007/978-3-662-44426-9_10
Publication status	Published - 2014

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer
Volume	8653
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Keywords

n/a OA procedure

Access to Document

10.1007/978-3-662-44426-9_10

Cite this

van den Boer, Y., Pieterson, W., 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; Vol. 8653). Springer. https://doi.org/10.1007/978-3-662-44426-9_10

van den Boer, Yvon ; Pieterson, Willem ; Arendsen, Rex et al. / 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. Berlin, Heidelberg : Springer, 2014. pp. 120-132 (Lecture Notes in Computer Science).

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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, W, 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, vol. 8653, Springer, Berlin, Heidelberg, 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; Arendsen, Rex et al.
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. Berlin, Heidelberg: Springer, 2014. p. 120-132 (Lecture Notes in Computer Science; Vol. 8653).

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

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T1 - Source and Channel Choices in Business-to-Government Service Interactions

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AU - de Groot, Manon

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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.

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van den Boer Y, Pieterson W, 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. Berlin, Heidelberg: Springer. 2014. p. 120-132. (Lecture Notes in Computer Science). doi: 10.1007/978-3-662-44426-9_10

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

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