The sciences of the artificial (3rd ed.)
The sciences of the artificial (3rd ed.)
The Social Life of Information
The Social Life of Information
Resources in Emerging Structures and Processes of Change
Organization Science
Information Technology and the Changing Fabric of Organization
Organization Science
A New User Segmentation Model for E-Government
Journal of Electronic Commerce in Organizations
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The pervasiveness of e-services offers organizations a new way to serve and engage their customers. Organizational change issues must be recognized and addressed to increase service quality and satisfaction of e-service. However, relevant research is limited. In this paper, the authors conduct a longitudinal in-depth case study of a successful e-service-induced governmental transformation and propose a three-stage change management model. First, the authors reveal the dynamic process of the e-service-induced organizational change. Second, the authors explicitly identify the role and influence of ICTs and customers in the change process, which is important in studying e-service-induced organizational change due to the boundary nature of e-service. Lastly, their three-stage change management model acknowledges the improvisational and technochange process of the e-service-induced change and can be used either as a theoretical framework or a practical management tool.