TY - JOUR
T1 - Towards a model of source and channel choices in business-to-government service interactions
T2 - A structural equation modeling approach
AU - van den Boer, Yvon
AU - Pieterson, Willem
AU - Arendsen, Rex
AU - van Dijk, Jan
PY - 2017/9
Y1 - 2017/9
N2 - With a growing number of available communication channels and the increasing role of other information sources, organizations are urged to rethink their service strategies. Most theories are limited to a one-dimensional focus on source or channel choice and do not fit into today's networked communication landscape. The goal of this paper is to provide insight into the similarities, differences, and interdependencies of source and channel choices. Using structural equation modeling, a conceptual model is quantitatively tested among 1218 representatives of small and medium-sized businesses. Indications for source-channel interdependency were found in the effects of source and relationship characteristics on channel choices. Our data indicate key differences for the impact of prior experiences, relationship characteristics and social influences. Moreover, differences exist not only between sources and channels in general but also between various types of channel choices and various types of source choices, which seems to divert from existing theories.
AB - With a growing number of available communication channels and the increasing role of other information sources, organizations are urged to rethink their service strategies. Most theories are limited to a one-dimensional focus on source or channel choice and do not fit into today's networked communication landscape. The goal of this paper is to provide insight into the similarities, differences, and interdependencies of source and channel choices. Using structural equation modeling, a conceptual model is quantitatively tested among 1218 representatives of small and medium-sized businesses. Indications for source-channel interdependency were found in the effects of source and relationship characteristics on channel choices. Our data indicate key differences for the impact of prior experiences, relationship characteristics and social influences. Moreover, differences exist not only between sources and channels in general but also between various types of channel choices and various types of source choices, which seems to divert from existing theories.
KW - Business-government service interactions
KW - Channel choice
KW - Information seeking
KW - Source choice
KW - Structural equation modeling
UR - http://www.scopus.com/inward/record.url?scp=85027190434&partnerID=8YFLogxK
U2 - 10.1016/j.giq.2017.07.002
DO - 10.1016/j.giq.2017.07.002
M3 - Article
AN - SCOPUS:85027190434
VL - 34
SP - 434
EP - 456
JO - Government information quarterly
JF - Government information quarterly
SN - 0740-624X
IS - 3
ER -