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Measuring public service quality

White paper discussing our work to develop and test a new model measuring service quality of public service delivery in the Netherlands.

Channel Choice Evolution

Empirical study comparing channel behaviors in 2008 and 2017. Demonstrates the transition from traditional to electronic channels with the exception of certain tasks and situations.

Channel Choice Complications

Conference paper focusing on the multiplex nature of channel choice behaviors. Presented at EGOV 2019.

New Channels, New Possibilities

Conference paper discussing generations of service channels with an in depth discussion of social robots. Presented at EGOV 2017