Citizens and Service Channels: Channel Choice and Channel Management Implications

@article{Pieterson2010CitizensAS,
  title={Citizens and Service Channels: Channel Choice and Channel Management Implications},
  author={Willem Pieterson},
  journal={IJEGR},
  year={2010},
  volume={6},
  pages={37-53}
}
Citizens and governmental agencies interact through various channels. For example, a governmental agency may send me a letter telling me to pay my taxes and I may phone the tax agency to ask them why. A governmental agency has full control over the information it sends out, in terms of the channels they deploy to do so. However, in most situations, citizens are free to choose heir channels if they need governmental services. Yet, governmental agencies try to influence the behavior of their… CONTINUE READING

Topic