The Use of service channels by citizens in the Netherlands : (Record no. 27541)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01643naa a2200193uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 8091719242410 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211164300.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 080917s2008 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | PIETERSON, Willem |
| 9 (RLIN) | 35571 |
| 245 10 - TITLE STATEMENT | |
| Title | The Use of service channels by citizens in the Netherlands : |
| Remainder of title | implications for multi-channel management |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | London, UK : |
| Name of publisher, distributor, etc. | Sage Publications, |
| Date of publication, distribution, etc. | March 2008 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Many governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens' channel use behaviour and the determinants of this behaviour. Further, we take into account the differences between citizens with and without a personal computer. In our conclusions we call for multi-channel strategies that do not only incorporate the features of service channels and the frontback office integration, but also deal with personal characteristics and task characteristics. Further, digital divide issues still influence channel usage by citizens, so it is necessary to keep all channels open for citizens. Finally, our study reveals that multi-channelling is a very complex subject on which research is still in its infancy |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | EBBERS, Wolfgang |
| 9 (RLIN) | 35572 |
| 773 08 - HOST ITEM ENTRY | |
| Title | International Review of Administrative Sciences |
| Related parts | 74, 1, p. 95-110 |
| Place, publisher, and date of publication | London, UK : Sage Publications, March 2008 |
| International Standard Serial Number | ISSN 00208523 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20080917 |
| Operator's initials, OID (RLIN) | 1924^b |
| Cataloger's initials, CIN (RLIN) | Tiago |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20081105 |
| Operator's initials, OID (RLIN) | 1038^b |
| Cataloger's initials, CIN (RLIN) | Zailton |
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