Channel Choice in the G2B Context: Towards a Research Agenda

Knowledge about e-governmental service delivery towards businesses in general and the use and choice of service channels in particular is lacking. Current insights are mostly based on research in the context of citizens. Important differences in both domains can be found in the more networked character of the business context. These differences show that research towards the business context is needed. In order to fill the gap we provide an overview of existing knowledge about channel choice in G2B context. To conclude, we present a research agenda for future research on this topic.

[1]  R. Hall.  Organizations: Structures, Processes, and Outcomes , 1987 .

[2]  John Short,et al.  The social psychology of telecommunications , 1976 .

[3]  M. Castells.  The New Public Sphere: Global Civil Society, Communication Networks, and Global Governance , 2008 .

[4]  J. Newstrom,et al.  Human behavior at work : organizational behavior , 1977 .

[5]  Yana Breindl.  Critique of the Democratic Potentialities of the Internet : A Review of Current Theory and Practice , 2010 .

[6]  A. Ladner,et al.  E-society and E-democracy , 2009 .

[7]  R. Arendsen,et al.  Geen bericht, goed bericht : een onderzoek naar de effecten van de introductie van elektronisch berichtenverkeer met de overheid op de administratieve lasten van bedrijven , 2008 .

[8]  M. Blakemore,et al.  'One brand, three ways to shop': situational variables and multichannel consumer behaviour , 2002 .

[9]  Willem Jan Pieterson,et al.  The use of service channels by citizens in the Netherlands: implications for multi-channel management , 2008 .

[10]  Lidwien van de Wijngaert,et al.  Channel Choice and Source Choice of Entrepreneurs in a Public Organizational Context: The Dutch Case , 2010, EGOV.

[11]  Maarten Allers,et al.  Administrative and compliance costs of taxation and public transfers in the Netherlands , 1994 .

[12]  J. V. Dijk.  The Network Society: Social Aspects of New Media , 2005 .

[13]  Stanley Wasserman,et al.  Social Network Analysis: Methods and Applications , 1994, Structural analysis in the social sciences.

[14]  John R. Carlson,et al.  Channel Expansion Theory and the Experiential Nature of Media Richness Perceptions , 1999 .

[15]  Rex Arendsen,et al.  On the Origin of Intermediary E-Government Services , 2009, EGOV.

[16]  E. Rogers.  Diffusion of Innovations , 1962 .

[17]  W. Pieterson.  Channel choice : citizens' channel behavior and public service channel strategy , 2009 .

[18]  Wolfgang E. Ebbers,et al.  Electronic government: Rethinking channel management strategies , 2008, Gov. Inf. Q..

[19]  David Jaffee,et al.  Organization Theory : Tension and Change , 2000 .

[20]  Manuel Castells,et al.  Communication Power and Counter-power in the Network Society , 2007 .

[21]  Robert N. Stern,et al.  The External Control of Organizations: A Resource Dependence Perspective. , 1979 .

[22]  Peter R. Monge,et al.  Theories of Communication Networks , 2003 .

[23]  Ines Mergel,et al.  The Transformational Effect of Web 2.0 Technologies on Government , 2009 .

[24]  M. Castells.  The rise of the network society , 1996 .

[25]  Janet Fulk,et al.  Organizations and Communication Technology , 1990 .

[26]  Christopher G. Reddick,et al.  Citizen interaction with e-government: From the streets to servers? , 2005, Gov. Inf. Q..

[27]  J. C. Thomas,et al.  The New Face of Government: Citizen-Initiated Contacts in the Era of E-Government , 2003 .

[28]  Henk Sol,et al.  Proceedings of the 8th European conference on e-Government , 2008 .

[29]  Yana Breindl,et al.  Critique of the Democratic Potentials of the Internet: A Review of Current Theory and Practice , 2010 .

[30]  C. Steinfield,et al.  A Social Influence Model of Technology use , 1990 .

[31]  Jacquelyn S. Thomas,et al.  Challenges and Opportunities in Multichannel Customer Management , 2006 .

[32]  E. Rogers,et al.  Diffusion of Innovations, 5th Edition , 2003 .

[33]  Tom M. van Engers,et al.  An Empirical Study on Business-to- Government Data Exchange Strategies to Reduce the Administrative Costs for Businesses , 2006, I3E.

[34]  R. Daft,et al.  Information Richness. A New Approach to Managerial Behavior and Organization Design , 1983 .