A behavioural model for information retrieval system design
Journal of Information Science
Information seeking in electronic environments
Information seeking in electronic environments
Empirical evaluation of the revised technology acceptance model
Management Science
Web Work: Information Seeking and Knowledge Work on the World Wide Web
Web Work: Information Seeking and Knowledge Work on the World Wide Web
Why do people use information technology?: a critical review of the technology acceptance model
Information and Management
Testing Media Richness Theory in the New Media: the Effects of Cues, Feedback, and Task Equivocality
Information Systems Research
Citizens preferences towards one-stop government
dg.o '04 Proceedings of the 2004 annual national conference on Digital government research
Citizen behavior in a multi-channel environment
dg.o '08 Proceedings of the 2008 international conference on Digital government research
Multi-channel marketing: an experiment on leading citizens to online public services
Proceedings of the 10th Annual International Conference on Digital Government Research: Social Networks: Making Connections between Citizens, Data and Government
Psychological traits and loyalty intentions towards e-Government services
International Journal of Information Management: The Journal for Information Professionals
How to improve e-government use: an empirical examination of multichannel marketing instruments
Information Polity - Special issue on Freedom of Information
Citizens and Service Channels: Channel Choice and Channel Management Implications
International Journal of Electronic Government Research
E-government intermediaries and the challenges of access and trust
ACM Transactions on Computer-Human Interaction (TOCHI)
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Citizens have various service channels at their disposal to interact with governmental agencies. In this paper we explore citizens' motives to choose a certain channel in a certain situation. We conducted a qualitative study to accumulate the most important behavioral determinants. Six groups of determinants were found; habit, channel characteristics, task characteristics, situational constraints, experiences and personal characteristics. People appear to generally follow two lines of decision making when choosing channels, the first is based on habits. When task complexity and ambiguity increase, people start reasoning and follow the second line; channel choice based on a thorough elaboration between task and channel characteristics.