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
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ISTEX:35CDE4BA8BB393339AF71509F92BB6D21B4B8F87Le document en format XML
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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. 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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. 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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.</p></abstract><textClass><keywords scheme="Book Subject Collection"><list><label>SUCO11645</label><item><term>Computer Science</term></item></list></keywords></textClass><textClass><keywords scheme="Book Subject Group"><list><label>I</label><label>I24040</label><label>I24067</label><label>I24059</label><label>I13022</label><label>I18067</label><label>I2301X</label><item><term>Computer Science</term></item><item><term>Computers and Society</term></item><item><term>Management of Computing and Information Systems</term></item><item><term>Legal Aspects of Computing</term></item><item><term>Computer Communication Networks</term></item><item><term>User Interfaces and Human Computer Interaction</term></item><item><term>Computer Appl. in Administrative Data Processing</term></item></list></keywords></textClass></profileDesc><revisionDesc><change when="2008">Published</change><change xml:id="refBibs-istex" who="#ISTEX-API" when="2016-3-20">References added</change></revisionDesc></teiHeader></istex:fulltextTEI><json:item><original>false</original><mimetype>text/plain</mimetype><extension>txt</extension><uri>https://api.istex.fr/document/35CDE4BA8BB393339AF71509F92BB6D21B4B8F87/fulltext/txt</uri></json:item></fulltext><metadata><istex:metadataXml wicri:clean="Springer, Publisher found" wicri:toSee="no header"><istex:xmlDeclaration>version="1.0" encoding="UTF-8"</istex:xmlDeclaration><istex:docType PUBLIC="-//Springer-Verlag//DTD A++ V2.4//EN" URI="http://devel.springer.de/A++/V2.4/DTD/A++V2.4.dtd" name="istex:docType"></istex:docType><istex:document><Publisher><PublisherInfo><PublisherName>Springer Berlin Heidelberg</PublisherName><PublisherLocation>Berlin, Heidelberg</PublisherLocation></PublisherInfo><Series><SeriesInfo SeriesType="Series" TocLevels="0"><SeriesID>558</SeriesID><SeriesPrintISSN>0302-9743</SeriesPrintISSN><SeriesElectronicISSN>1611-3349</SeriesElectronicISSN><SeriesTitle Language="En">Lecture Notes in Computer Science</SeriesTitle></SeriesInfo><SeriesHeader><EditorGroup><Editor><EditorName DisplayOrder="Western"><GivenName>David</GivenName><FamilyName>Hutchison</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Takeo</GivenName><FamilyName>Kanade</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Josef</GivenName><FamilyName>Kittler</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Jon</GivenName><GivenName>M.</GivenName><FamilyName>Kleinberg</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Friedemann</GivenName><FamilyName>Mattern</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>John</GivenName><GivenName>C.</GivenName><FamilyName>Mitchell</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Moni</GivenName><FamilyName>Naor</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Oscar</GivenName><FamilyName>Nierstrasz</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>C.</GivenName><FamilyName>Pandu Rangan</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Bernhard</GivenName><FamilyName>Steffen</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Madhu</GivenName><FamilyName>Sudan</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Demetri</GivenName><FamilyName>Terzopoulos</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Doug</GivenName><FamilyName>Tygar</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Moshe</GivenName><GivenName>Y.</GivenName><FamilyName>Vardi</FamilyName></EditorName></Editor><Editor><EditorName DisplayOrder="Western"><GivenName>Gerhard</GivenName><FamilyName>Weikum</FamilyName></EditorName></Editor></EditorGroup></SeriesHeader><Book Language="En"><BookInfo BookProductType="Proceedings" ContainsESM="No" Language="En" MediaType="eBook" NumberingStyle="Unnumbered" OutputMedium="All" TocLevels="0"><BookID>978-3-540-85204-9</BookID><BookTitle>Electronic Government</BookTitle><BookSubTitle>7th International Conference, EGOV 2008, Turin, Italy, August 31 - September 5, 2008. 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Box 217</Postbox><Postcode>7500 AE</Postcode><City>Enschede</City><Country>The Netherlands</Country></OrgAddress></Affiliation><Affiliation ID="Aff2"><OrgName>Telematica Instituut</OrgName><OrgAddress><Country>The Netherlands</Country></OrgAddress></Affiliation></AuthorGroup><Abstract ID="Abs1" Language="En"><Heading>Abstract</Heading><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></Abstract><KeywordGroup Language="En"><Heading>Keywords</Heading><Keyword>channel choice</Keyword><Keyword>multi-channeling</Keyword><Keyword>e-Government</Keyword><Keyword>e-services</Keyword></KeywordGroup></ChapterHeader><NoBody></NoBody></Chapter></Part></Book></Series></Publisher></istex:document></istex:metadataXml><mods version="3.6"><titleInfo lang="en"><title>Channel Perceptions and Usage: Beyond Media Richness Factors</title></titleInfo><titleInfo type="alternative" contentType="CDATA" lang="en"><title>Channel Perceptions and Usage: Beyond Media Richness Factors</title></titleInfo><name type="personal"><namePart type="given">Willem</namePart><namePart type="family">Pieterson</namePart><affiliation>University of Twente, Research Program Governments and ICT, Department of Media, Communication and Organisation, P.O. Box 217, 7500 AE, Enschede, The Netherlands</affiliation><affiliation>E-mail: w.pieterson@utwente.nl</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Marije</namePart><namePart type="family">Teerling</namePart><affiliation>Telematica Instituut, The Netherlands</affiliation><affiliation>E-mail: Marije.Teerling@telin.nl</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Wolfgang</namePart><namePart type="family">Ebbers</namePart><affiliation>Telematica Instituut, The Netherlands</affiliation><affiliation>E-mail: Wolfgang.Ebbers@telin.nl</affiliation><role><roleTerm type="text">author</roleTerm></role></name><typeOfResource>text</typeOfResource><genre type="conference [eBooks]" displayLabel="OriginalPaper"></genre><originInfo><publisher>Springer Berlin Heidelberg</publisher><place><placeTerm type="text">Berlin, Heidelberg</placeTerm></place><dateIssued encoding="w3cdtf">2008</dateIssued><copyrightDate encoding="w3cdtf">2008</copyrightDate></originInfo><language><languageTerm type="code" authority="rfc3066">en</languageTerm><languageTerm type="code" authority="iso639-2b">eng</languageTerm></language><physicalDescription><internetMediaType>text/html</internetMediaType></physicalDescription><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></titleInfo><name type="personal"><namePart type="given">Maria</namePart><namePart type="given">A.</namePart><namePart type="family">Wimmer</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Hans</namePart><namePart type="given">J.</namePart><namePart type="family">Scholl</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Enrico</namePart><namePart type="family">Ferro</namePart><role><roleTerm type="text">editor</roleTerm></role></name><genre type="Book Series" displayLabel="Proceedings"></genre><originInfo><copyrightDate encoding="w3cdtf">2008</copyrightDate><issuance>monographic</issuance></originInfo><subject><genre>Book Subject Collection</genre><topic authority="SpringerSubjectCodes" authorityURI="SUCO11645">Computer Science</topic></subject><subject><genre>Book Subject Group</genre><topic authority="SpringerSubjectCodes" authorityURI="I">Computer Science</topic><topic authority="SpringerSubjectCodes" authorityURI="I24040">Computers and Society</topic><topic authority="SpringerSubjectCodes" authorityURI="I24067">Management of Computing and Information Systems</topic><topic authority="SpringerSubjectCodes" authorityURI="I24059">Legal Aspects of Computing</topic><topic authority="SpringerSubjectCodes" authorityURI="I13022">Computer Communication Networks</topic><topic authority="SpringerSubjectCodes" authorityURI="I18067">User Interfaces and Human Computer Interaction</topic><topic authority="SpringerSubjectCodes" authorityURI="I2301X">Computer Appl. in Administrative Data Processing</topic></subject><identifier type="DOI">10.1007/978-3-540-85204-9</identifier><identifier type="ISBN">978-3-540-85203-2</identifier><identifier type="eISBN">978-3-540-85204-9</identifier><identifier type="ISSN">0302-9743</identifier><identifier type="eISSN">1611-3349</identifier><identifier type="BookTitleID">176353</identifier><identifier type="BookID">978-3-540-85204-9</identifier><identifier type="BookChapterCount">32</identifier><identifier type="BookVolumeNumber">5184</identifier><identifier type="BookSequenceNumber">5184</identifier><identifier type="PartChapterCount">10</identifier><part><date>2008</date><detail type="part"><title>Inclusion and User-Centred Design</title></detail><detail type="volume"><number>5184</number><caption>vol.</caption></detail><extent unit="pages"><start>219</start><end>230</end></extent></part><recordInfo><recordOrigin>Springer-Verlag Berlin Heidelberg, 2008</recordOrigin></recordInfo></relatedItem><relatedItem type="series"><titleInfo><title>Lecture Notes in Computer Science</title></titleInfo><name type="personal"><namePart type="given">David</namePart><namePart type="family">Hutchison</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Takeo</namePart><namePart type="family">Kanade</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Josef</namePart><namePart type="family">Kittler</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Jon</namePart><namePart type="given">M.</namePart><namePart type="family">Kleinberg</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Friedemann</namePart><namePart type="family">Mattern</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">John</namePart><namePart type="given">C.</namePart><namePart type="family">Mitchell</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Moni</namePart><namePart type="family">Naor</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Oscar</namePart><namePart type="family">Nierstrasz</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">C.</namePart><namePart type="family">Pandu Rangan</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Bernhard</namePart><namePart type="family">Steffen</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Madhu</namePart><namePart type="family">Sudan</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Demetri</namePart><namePart type="family">Terzopoulos</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Doug</namePart><namePart type="family">Tygar</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Moshe</namePart><namePart type="given">Y.</namePart><namePart type="family">Vardi</namePart><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Gerhard</namePart><namePart type="family">Weikum</namePart><role><roleTerm type="text">editor</roleTerm></role></name><originInfo><copyrightDate encoding="w3cdtf">2008</copyrightDate><issuance>serial</issuance></originInfo><identifier type="ISSN">0302-9743</identifier><identifier type="eISSN">1611-3349</identifier><identifier type="SeriesID">558</identifier><recordInfo><recordOrigin>Springer-Verlag Berlin Heidelberg, 2008</recordOrigin></recordInfo></relatedItem><identifier type="istex">35CDE4BA8BB393339AF71509F92BB6D21B4B8F87</identifier><identifier type="DOI">10.1007/978-3-540-85204-9_19</identifier><identifier type="ChapterID">19</identifier><identifier type="ChapterID">Chap19</identifier><accessCondition type="use and reproduction" 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