L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux
RésuméMany governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens’ channel...
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| Formato: | Article ou chapitre numérique |
| Idioma: | Français |
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2008
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| Acceso en liña: | Accès Université d'Orléans et IFPM Accès Université d'Orléans et IFPM |
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cairn-RISA_741_0103 |
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cairn-RISA_741_0103RISARevue Internationale des Sciences Administratives https://droit.cairn.info/revue-internationale-des-sciences-administratives-2008-1-page-103?lang=fr https://doi.org/10.3917/risa.741.0103 L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux Pieterson, WillemEbbers, Wolfgang2008 choix du canalgestion des canaux de distributionintégration des canauxutilisation de canaux multiplesutilisation des canauxfre Revue Internationale des Sciences Administratives | 74 | 1 | 2008-03-01 | p. 103-121 | 0303-965X RISA_74163 RésuméMany governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens’ channel use behaviour and the determinants of this behaviour. Further, we take into account the differences between citizens with and without a personal computer. In our conclusions we call for multi-channel strategies that do not only incorporate the features of service channels and the front—back office integration, but also deal with personal characteristics and task characteristics. Further, digital divide issues still influence channel usage by citizens, so it is necessary to keep all channels open for citizens. Finally, our study reveals that multi-channelling is a very complex subject on which research is still in its infancy. Points for practitionersMulti-channel management may benefit most from channel integration.Channels have different characteristics that render them suitable for different (parts of) services. sComputer `have-nots’ still rely on traditional service channels, so these should remain accessible.Cairn free access |
| language |
Français |
| format |
Article ou chapitre numérique |
| building |
0/Bibliothèque numérique/ 1/Bibliothèque numérique/Cairn/ |
| topic |
choix du canal gestion des canaux de distribution intégration des canaux utilisation de canaux multiples utilisation des canaux |
| spellingShingle |
choix du canal gestion des canaux de distribution intégration des canaux utilisation de canaux multiples utilisation des canaux Pieterson, Willem Ebbers, Wolfgang L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| topic_facet |
choix du canal gestion des canaux de distribution intégration des canaux utilisation de canaux multiples utilisation des canaux |
| description |
RésuméMany governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens’ channel use behaviour and the determinants of this behaviour. Further, we take into account the differences between citizens with and without a personal computer. In our conclusions we call for multi-channel strategies that do not only incorporate the features of service channels and the front—back office integration, but also deal with personal characteristics and task characteristics. Further, digital divide issues still influence channel usage by citizens, so it is necessary to keep all channels open for citizens. Finally, our study reveals that multi-channelling is a very complex subject on which research is still in its infancy. Points for practitionersMulti-channel management may benefit most from channel integration.Channels have different characteristics that render them suitable for different (parts of) services. sComputer `have-nots’ still rely on traditional service channels, so these should remain accessible. |
| author |
Pieterson, Willem Ebbers, Wolfgang |
| author_facet |
Pieterson, Willem Ebbers, Wolfgang |
| author_sort |
Pieterson, Willem |
| title |
L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| title_short |
L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| title_full |
L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| title_fullStr |
L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| title_full_unstemmed |
L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| title_sort |
l'utilisation des canaux de prestation de service par les citoyens aux pays-bas ; implications pour la gestion multicanaux |
| publishDate |
2008 |
| container_title |
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| container_issue |
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| url |
https://ezproxy.univ-orleans.fr/login?url=https://droit.cairn.info/revue-internationale-des-sciences-administratives-2008-1-page-103?lang=fr https://ezproxy.univ-orleans.fr/login?url=https://doi.org/10.3917/risa.741.0103 |
| _version_ |
1877246706582552576 |