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| 008 | 080917s2008 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aPIETERSON, Willem _935571 |
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| 245 | 1 | 0 |
_aThe Use of service channels by citizens in the Netherlands : _bimplications for multi-channel management |
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_aLondon, UK : _bSage Publications, _cMarch 2008 |
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| 520 | 3 | _aMany 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 |
_aEBBERS, Wolfgang _935572 |
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| 773 | 0 | 8 |
_tInternational Review of Administrative Sciences _g74, 1, p. 95-110 _dLondon, UK : Sage Publications, March 2008 _xISSN 00208523 _w |
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_a20080917 _b1924^b _cTiago |
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_a20081105 _b1038^b _cZailton |
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_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c27541 _d27541 |
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| 041 | _aeng | ||