Conceptualizing public service value in e-government services (2010)
AuthorsMills, Annette, Carter, L., Belanger, F.show all
Given the substantive investments that governments are making in information technology and the development of e-government channels to improve interactions with citizens, there is increasing interest in determining whether these investments are paying off, and encouraging citizen use of and migration to less costly e-channels. For research on e-government to advance, it is imperative that we gain a good understanding of what citizens and other public sector 'customers' mean by value. This research-in-progress paper therefore reports on a study aimed at defining the value e-government from the perspective of the citizen in relation to e-government services.
CitationMills A, Carter L, Belanger F (2010). Conceptualizing public service value in e-government services. 16th Americas Conference on Information Systems 2010, AMCIS 2010. 5. 3325-3333.
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Keywordse-government; perceived value; service quality
ANZSRC Fields of Research16 - Studies in Human Society::1605 - Policy and Administration::160509 - Public Administration
15 - Commerce, Management, Tourism and Services::1503 - Business and Management::150302 - Business Information Systems
15 - Commerce, Management, Tourism and Services::1504 - Commercial Services::150499 - Commercial Services not elsewhere classified