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Channel Choice: A Literature Review

Authors
  • Østergaard Madsen, Christian
  • Kræmmergaard, Pernille
Publication Date
Aug 31, 2015
Source
The IT University of Copenhagen's Repository
Keywords
Language
English
License
Unknown
External links

Abstract

The channel choice branch of e-government studies citizens’ and businesses’ choice of channels for interacting with government, and how government organizations can integrate channels and migrate users towards the most cost-efficient channels. In spite of the valuable contributions offered no systematic overview exist of channel choice. We present a literature review of channel choice studies in government to citizen context identifying authors, countries, methods, concepts, units of analysis, and theories, and offer suggestionsfor future studies.

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