Channel Perceptions and Usage: Beyond Media Richness Factors
Identifieur interne : 000F44 ( Istex/Corpus ); précédent : 000F43; suivant : 000F45Channel Perceptions and Usage: Beyond Media Richness Factors
Auteurs : Willem Pieterson ; Marije Teerling ; Wolfgang EbbersSource :
- Lecture Notes in Computer Science [ 0302-9743 ] ; 2008.
Abstract
Abstract: In this paper, we asses how service channel perceptions affect channel choice and channel usage. Building on communication theories, such as the Media Richness Theory, we explore how different channel characteristics are perceived by citizens in a Dutch governmental service chain. The results of our study show that channel perceptions are variable along with channel usage (experience) and personal characteristics. This proves that the straightforward task-channel fit as suggested in some multi-channel management models is too simplistic. Besides the fact that theoretically some channels are better suited for particular types of services, multi-channel models should pay attention to the variances in channel perceptions. These insights are highly relevant for the design of the multi-channel and marketing strategies in order to seduce citizens to use the preferred service channels.
Url:
DOI: 10.1007/978-3-540-85204-9_19
Links to Exploration step
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<BookHeader><EditorGroup><Editor><EditorName DisplayOrder="Western"><GivenName>Maria</GivenName>
<GivenName>A.</GivenName>
<FamilyName>Wimmer</FamilyName>
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<Contact><Email>wimmer@uni-koblenz.de</Email>
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<Editor><EditorName DisplayOrder="Western"><GivenName>Hans</GivenName>
<GivenName>J.</GivenName>
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<Editor><EditorName DisplayOrder="Western"><GivenName>Enrico</GivenName>
<FamilyName>Ferro</FamilyName>
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<Contact><Email>ferro@ismb.it</Email>
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<Part ID="Part3"><PartInfo TocLevels="0"><PartID>3</PartID>
<PartSequenceNumber>3</PartSequenceNumber>
<PartTitle>Inclusion and User-Centred Design</PartTitle>
<PartChapterCount>10</PartChapterCount>
<PartContext><SeriesID>558</SeriesID>
<BookTitle>Electronic Government</BookTitle>
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<Chapter ID="Chap19" Language="En"><ChapterInfo ChapterType="OriginalPaper" ContainsESM="No" NumberingStyle="Unnumbered" TocLevels="0"><ChapterID>19</ChapterID>
<ChapterDOI>10.1007/978-3-540-85204-9_19</ChapterDOI>
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<ChapterTitle Language="En">Channel Perceptions and Usage: Beyond Media Richness Factors</ChapterTitle>
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<ChapterHeader><AuthorGroup><Author AffiliationIDS="Aff1"><AuthorName DisplayOrder="Western"><GivenName>Willem</GivenName>
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<Author AffiliationIDS="Aff2"><AuthorName DisplayOrder="Western"><GivenName>Marije</GivenName>
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<Author AffiliationIDS="Aff2"><AuthorName DisplayOrder="Western"><GivenName>Wolfgang</GivenName>
<FamilyName>Ebbers</FamilyName>
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<Affiliation ID="Aff1"><OrgDivision>University of Twente, Research Program Governments and ICT</OrgDivision>
<OrgName>Department of Media, Communication and Organisation</OrgName>
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<Postcode>7500 AE</Postcode>
<City>Enschede</City>
<Country>The Netherlands</Country>
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<Affiliation ID="Aff2"><OrgName>Telematica Instituut</OrgName>
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<Para>In this paper, we asses how service channel perceptions affect channel choice and channel usage. Building on communication theories, such as the Media Richness Theory, we explore how different channel characteristics are perceived by citizens in a Dutch governmental service chain. The results of our study show that channel perceptions are variable along with channel usage (experience) and personal characteristics. This proves that the straightforward task-channel fit as suggested in some multi-channel management models is too simplistic. Besides the fact that theoretically some channels are better suited for particular types of services, multi-channel models should pay attention to the variances in channel perceptions. These insights are highly relevant for the design of the multi-channel and marketing strategies in order to seduce citizens to use the preferred service channels.</Para>
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<Keyword>channel choice</Keyword>
<Keyword>multi-channeling</Keyword>
<Keyword>e-Government</Keyword>
<Keyword>e-services</Keyword>
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<abstract lang="en">Abstract: In this paper, we asses how service channel perceptions affect channel choice and channel usage. Building on communication theories, such as the Media Richness Theory, we explore how different channel characteristics are perceived by citizens in a Dutch governmental service chain. The results of our study show that channel perceptions are variable along with channel usage (experience) and personal characteristics. This proves that the straightforward task-channel fit as suggested in some multi-channel management models is too simplistic. Besides the fact that theoretically some channels are better suited for particular types of services, multi-channel models should pay attention to the variances in channel perceptions. These insights are highly relevant for the design of the multi-channel and marketing strategies in order to seduce citizens to use the preferred service channels.</abstract>
<relatedItem type="host"><titleInfo><title>Electronic Government</title>
<subTitle>7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008. Proceedings</subTitle>
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