The goal of this paper is to provide insight into the similarities, differences, and interdependencies of source and channel choices by businesses contacting government. Our data indicate key differences for the impact of prior experiences, relationship characteristics and social influences. Moreover, differences exist not only between sources and channels in general but also between various types of channel choices and various types of source choices, which seems to divert from existing theories.
In this contribution we discuss the characteristics of a new generation of public sector service channels: social robots. We argue that social robots is not one homogenous type of channels, but rather breaks down in different (sub)types of channels, each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.
In this article we explore how citizens channel service channels when interacting with government. Our findings show that citizens sometimes choose channels rationally and sometimes irrationally. The task at hand, personal characteristics, and situation trigger which factors are most important. As a consequence, models focused on channel strategies should focus less on rational ‘matching’ and more on situational factors.
This contribution discusses strategies followed by public employment services (PES) in using channels, then turns to examining the regional differences in strategies. Finally, the chapter focuses on new developments, innovations, and opportunities.