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Electronic Service Delivery in the Public Sector: Understanding the Variance of Citizens' Resistance
Barth, Martin
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Veit, Daniel J.
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DOI:
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https://doi.org/10.1109/HICSS.2011.181
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URL:
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https://ieeexplore.ieee.org/document/5718657
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Weitere URL:
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https://www.researchgate.net/publication/224221252...
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Dokumenttyp:
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Konferenzveröffentlichung
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Erscheinungsjahr:
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2011
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Buchtitel:
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2011 44th Hawaii International Conference on System Sciences : (HICSS 2011) ; Kauai, Hawaii, USA, 4 - 7 January 2011
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Seitenbereich:
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1-11
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Veranstaltungstitel:
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HICSS 2011
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Veranstaltungsort:
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Kauai, Hawaii
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Veranstaltungsdatum:
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4-7 January 2011
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Herausgeber:
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Sprague, Ralph H.
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Ort der Veröffentlichung:
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Piscataway, NJ [u.a.]
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Verlag:
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IEEE Computer Soc.
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ISBN:
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978-1-4244-9618-1
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ISSN:
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1530-1605
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Sprache der Veröffentlichung:
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Englisch
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Einrichtung:
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Fakultät für Betriebswirtschaftslehre > Dieter-Schwarz-Stiftungslehrstuhl für ABWL, E-Business u. E-Government (Veit 2006-2013)
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Fachgebiet:
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330 Wirtschaft
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Freie Schlagwörter (Englisch):
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Books , citizens resistance , Complexity theory , e-government research community , electronic delivery , Electronic government , electronic service , electronic service delivery , government data processing , personal virtual contact , Internet
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Abstract:
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After the private sector the public sector also tries to
benefit from the advantages of electronic service delivery, in particular
from lower costs and higher accessibility. While more and more services are
available electronically, citizens' usage rates lag behind. The
e-government research community identified this issue and increasingly
analyzes the demand side: Researchers investigated the acceptance of
existing electronic services (e.g. implemented taxpaying systems) or means
to reach "more resistant" groups of society by electronic services, e.g.
citizens without internet access. Besides more resistant users, which are
harder to convince of electronic services, there might be more demanding
types of services. Such services are, from the perspective of almost all
users, less amenable for electronic delivery than other (i.e. not
demanding) services. This study employs qualitative research methods in a
case study design and identifies three main (service related) determinants
that cause citizens to prefer traditional, i.e. physical and personal
contact, over impersonal "virtual" contact.
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