Tag: channel choice

Article Government Information Quarterly

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.

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Article Government Information Quarterly

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.

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