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- W2476403313 abstract "Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the literature of media choice and the theory of perceived justice. As such, it examines the interplay of service complexity, media richness, and social cues on individual media preferences. In addition, it presents key factors which lead citizen-users to the perception of a sense of equity through electronic communication. Finally, this chapter concludes by highlighting a number of possible directions for future action." @default.
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- W2476403313 date "2012-01-01" @default.
- W2476403313 modified "2023-09-28" @default.
- W2476403313 title "Managing Interactional Performance in E-Government" @default.
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- W2476403313 doi "https://doi.org/10.4018/978-1-4666-0116-1.ch009" @default.
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