Article Government information quarterly

Towards a model of source and channel choices in business-to-government service interactions: A structural equation modeling approach.

September 2017 | Willem Pieterson

Together with Yvon van den Boer, Rex Arendsen and Jan van Dijk, Dr. Willem Pieterson published an article in the journal “Government Information Quarterly” entitled “Towards a model of source and channel choices in business-to-government service interactions: A structural equation modelling approach”.

Publication Summary
With a growing number of available communication channels and the increasing role of other information sources, organizations are urged to rethink their service strategies. Most theories are limited to a one-dimensional focus on source or channel choice and do not fit into today’s networked communication landscape. The goal of this paper is to provide insight into the similarities, differences, and interdependencies of source and channel choices. Using structural equation modeling, a conceptual model is quantitatively tested among 1218 representatives of small and medium-sized businesses. Indications for source-channel interdependency were found in the effects of source and relationship characteristics on channel choices. 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.

Full reference
van den Boer, Y., Pieterson, W., Arendsen, R., & van Dijk, J. (2017). Towards a model of source and channel choices in business-to-government service interactions: A structural equation modeling approach. Government information quarterly, 34(3), 434-456.