Abstract
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.
Chapter PDF
Similar content being viewed by others
References
Arendsen, R., Van Engers, T.V., TeVelde, R.: An Empirical Study on Business-to- Government Data Exchange Strategies to Reduce the Administrative Costs for Businesses. In: Project E-Society: Building Bricks, 6th IFIP Conference on e-Commerce, e-Business and e-Government, vol. 226, pp. 311–323. Springer, Boston (2006)
Jansen, J., Van de Wijngaert, L., Pieterson, W.: Channel Choice and Source Choice of Entrepreneurs in a Public Organizational Context: The Dutch Case. In: Wimmer, M.A., Chappelet, J.-L., Janssen, M., Scholl, H.J. (eds.) EGOV 2010. LNCS, vol. 6228, pp. 144–155. Springer, Heidelberg (2010)
European Commission: The European eGovernment Action Plan 2011-2015: Harnessing ICT to promote smart, sustainable & innovative Government. European Commission, Brussels (2010)
van de Wijngaert, L., Pieterson, W., Jansen, J., van Dijk, J.: Kanaalkeuze en bronkeuze van ondernemers in de publieke context en de rol van Antwoord© voor bedrijven daarin. Universiteit Twente, Enschede (2010)
Pieterson, W., Ebbers, W.: The use of service channels by citizens in the Netherlands: Implications for multi-channel management. International Review of Administrative Sciences 74, 95–110 (2008)
Reddick, C.G.: Citizens interactions with e-government: From the streets to servers? Government Information Quarterly 22, 38–57 (2005)
Thomas, J.C., Streib, G.: The new face of government: Citizens-initiated contacts in the era of e-government. Journal of Public Administration Research and Theory 13(1), 83–102 (2003)
Neslin, S.A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M.L., Thomas, J.S., Verhoef, P.C.: Challenges and opportunities in multichannel customer management. Journal of Services Research 9(2), 95–112 (2006)
Pieterson, W., Teerling, M.L.: Kanaalkeuze: klanten kiezenkanalen. Novay, Enschede (2008)
Pieterson, W.: Channel choice: Citizens’ channel behavior and public service channel strategy. Gildeprint B.V., Enschede (2009)
Teerling, M.L., de Vos, H., van de Wijngaert, L., Boekhoudt, P., Ebbers, W.: Kanaalsturing: Ten gunste van het digitale kanaal. Novay, Enschede (2009)
Jaffee, D.: Organization Theory: Tension and change. McGraw-Hill, New York (2001)
Jansen, J., Pieterson, W.: Dienstverlening aan bedrijven: Een conceptueel gedragsbeïnvloedingmodel. Universiteit Twente, Enschede (2010)
Davis, K.: Human behavior at work: Organizational behavior. McGraw-Hill, New York (1981)
Monge, P.R., Contractor, N.S.: Theories of Communication Networks. University Press, Oxford (2003)
van Dijk, J.A.G.M.: The Network Society: Social aspects of New Media. Sage, London (2006)
Castells, M.: The New Public Sphere: Global Civil Society, Communication Networks, and Global Governance. The ANNALS of the American Academy of Political and Social Science 616(1), 78–93 (2008)
Castells, M.: The rise of the network society. Blackwell Publishing, Cornwall (2000)
Janssen, M., Klievink, B.: Improving Governmental Service Delivery: Disintermediation and Re-intermediation strategies for Multi-channel management. In: Proceedings of the 8th European Conference on e-Government, pp. 319–326. Academic Publishing Limited, Reading (2008)
Arendsen, R., ter Hedde, M.J.: On the Origin of Intermediary e-Government Services. In: Wimmer, M.A., Scholl, H.J., Janssen, M., Traunmüller, R. (eds.) EGOV 2009. LNCS, vol. 5693, pp. 270–281. Springer, Heidelberg (2009)
Pfeffer, J., Salancik, G.R.: The external control of organizations: A resource dependence perspective. Harper & Row, New York (2003)
Allers, M.A.: Administrative and Compliance Costs of Taxation and Public Transfers in the Netherlands, dissertation. Rijksuniversiteit Groningen, Groningen (1994)
Millard, J.: E-governance and E-participation: Lessons in promoting inclusion and empowerment. In: E-Participation and E-Government: Understanding the Present and Creating the Future (2006)
Castells, M.: Communication, Power and Counter-power in the Networks Society. International Journal of Communication 1, 238–266 (2007)
Moreira, A.M., Möller, M., Gerhardt, G., Ladner, A.: E-Society and E-Democracy. Paper presented at the eGovernment-Symposium 2009, Berne, Switzerland (2009)
Vergeer, M., Hermans, L.: Campaigning on Twitter: Twitter as a campaign tool in the general elections 2010 in the Netherlands. Paper presented at the Etmaal van de Communicatiewetenschap 2011, Enschede, The Netherlands (2011)
Breindl, Y.: Critique of the Democratic Potentialities of the Internet: A Review of Current Theory and Practice. TripleC 8(1), 43–59 (2010)
Mergel, I.A., Schweik, C.M., Fountain, J.E.: The Transformational Effect of Web 2.0 Technologies on Government (June 1, 2009), Available at SSRN: http://ssrn.com/abstract=1412796 (2009)
Daft, R.L., Lengel, R.H.: Information richness: A new approach to managerial behavior and organizational design. In: Cummings, L.L., Staw, B.M. (eds.) Research in Organizational Behavior, vol. 6, pp. 191–233. JAI Press, Homewood (1984)
Short, J., Williams, E., Christie, B.: The social psychology of telecommunications. John Wiley, London (1976)
Fulk, J., Schmitz, J., Steinfeld, C.W.: A social influence model of technology use. In: Fulk, J., Steinfeld, C.W. (eds.) Organizations and Communication Technology. Sage Pubications, London (1990)
Carlson, J.R., Zmud, R.W.: Channel expansion theory and end the experiental nature of media richness perceptions. The Acadamy of Management Journal 42(2), 153–170 (1994)
Verhoef, P.C., Neslin, S.A., Vroomen, B.: Browsing versus buying: Determinants of customer search and buy decisions in a multi-channel environment (working paper). Rijkuniversiteit Groningen, Groningen (2005)
Postmes, T., Steg, L., Keizer, K.: Groepsnormen en gedrag: Sturing door sociale identiteit en dialoog. In: Tiemeijer, W.L., Thomas, C.A., Prast, H.M. (eds.) De Menselijke Beslisser. Amsterdam University Press, Amsterdam (2009)
Hall, R.: Organizations: Structures, processes, and outcomes. Prentice Hall, Englewood Cliffs (1999)
Jansen, J., Pieterson, W.: State of the art voor het kanaalkeuzegedrag van bedrijven. Universiteit Twente, Enschede (2010)
Nicholson, M., Clarke, I., Blakemore, M.: One brand, three ways to shop: Situational variables and multichannel consumer behavior. The International Review of Retail, Distribution and Consumer Research 12(2), 131–148 (2002)
Ebbers, W., Pieterson, W., Noordman, H.: Electronic government: Rethinking channel management strategies. Government Information Quarterly 25(2), 181–201 (2008)
de Vos, H.: Kanaalkeuze: Voorkeuren van ondernemers. Novay, Enschede (2008)
van den Boom, J.G.G.V.: Ondernemers gaan voor e-overheid: Wat verwacht de ondernemer van de dienstverlening van de overhead?. Ernst & Young, Den Haag (2009)
Arendsen, R.: Geen bericht, goed bericht: Een onderzoek naar de effecten van de introductie van elektronisch berichtenverkeer met de overheid op de administratieve lasten van bedrijven. Amsterdam University Press, Amsterdam (2008)
Rogers, E.M.: Diffusion of innovations, 5th edn. The Free Press, New York (2003)
Wasserman, S., Faust, K.: Social Network Analysis: Methods and Applications. Cambridge University Press, Cambridge (1994)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 International Federation for Information Processing
About this paper
Cite this paper
van den Boer, Y., Pieterson, W., Arendsen, R. (2011). Channel Choice in the G2B Context: Towards a Research Agenda. In: Skersys, T., Butleris, R., Nemuraite, L., Suomi, R. (eds) Building the e-World Ecosystem. I3E 2011. IFIP Advances in Information and Communication Technology, vol 353. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-27260-8_2
Download citation
DOI: https://doi.org/10.1007/978-3-642-27260-8_2
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-27259-2
Online ISBN: 978-3-642-27260-8
eBook Packages: Computer ScienceComputer Science (R0)