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

    2 Citations (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

    Keywords

    • IR-93218
    • METIS-307198

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