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Channel Choice: A Literature Review

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The IT University of Copenhagen's Repository
Keywords
  • Channel Choice
  • E-Government
  • Integrated Service Delivery
  • Literature Review
  • Multichannel
  • Multi-Channel
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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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