1. Source and Channel Choices in Business-to-Government Service Interactions: A Vignette Study
- Author
-
van den Boer, Yvon, Pieterson, Willem, Arendsen, Rex, de Groot, Manon, Janssen, Marijn, Scholl, Hans Jochen, Wimmer, Maria A., Bannister, Frank, University of Twente [Netherlands], Syndio [Chicago], Delft University of Technology (TU Delft), Netherlands Tax and Customs Administration [Utrecht] (NTCA), Marijn Janssen, Hans Jochen Scholl, Maria A. Wimmer, Frank Bannister, TC 8, and WG 8.5
- Subjects
Service (business) ,Government ,Business-to-government ,Channel Choice ,Service delivery framework ,Computer science ,Information seeking ,[SHS.INFO]Humanities and Social Sciences/Library and information sciences ,Source Choice ,Computer security ,computer.software_genre ,n/a OA procedure ,Business-to- Government Service Interactions ,Variety (cybernetics) ,Vignette ,Interrelation ,[INFO]Computer Science [cs] ,Information flow (information theory) ,Marketing ,computer - Abstract
Part 2: Services and Interoperability; International audience; 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.
- Published
- 2014
- Full Text
- View/download PDF