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Home > Electronic Government: 19th IFIP WG 8. 5 International Conference, EGOV 2020, Linköping, Sweden, August 31 – September 2, 2020, Proceedings > Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery
Electronic Government: 19th IFIP WG 8. 5 International Conference, EGOV 2020, Linköping, Sweden, August 31 – September 2, 2020, Proceedings |
Gabriela Viale Pereira; Marijn Janssen; Habin Lee; Ida Lindgren; Manuel Pedro Rodríguez Bolívar; Hans Jochen Scholl; Anneke Zuiderwijk
Springer International Publishing
Electronic Government: 19th IFIP WG 8. 5 International Conference, EGOV 2020, Linköping, Sweden, August 31 – September 2, 2020, Proceedings
Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery
Authors

Willem Pieterson; Cindy Weng

ARI Id

1665270786312_5655606

Access

Not Available Free

Pages

138-150

DOI

10.1007/978-3-030-57599-1_11

Chapter URL

https://rd.springer.com/chapter/10.1007/978-3-030-57599-1_11

Table of Contents of Book
Showing 1 to 20 of 37 entries
Chapters/HeadingsAuthor(s)PagesInfo
Front Matter
i-xvi
Front Matter
1-1
Between Overexploitation and Underexploitation of Digital Opportunities – A Case Study with Focus on Affordances and Constraints
Göran Goldkuhl
3-14
Developing an Analytical Framework for Analyzing and Comparing National E-Government Strategies
Sara Hofmann; Christian Østergaard Madsen; Bettina Distel
15-28
A Pathology of Public Sector IT Governance: How IT Governance Configuration Counteracts Ambidexterity
Johan Magnusson; Jwan Khisro; Ulf Melin
29-41
Barriers and Drivers of Digital Transformation in Public Organizations: Results from a Survey in the Netherlands
Luca Tangi; Marijn Janssen; Michele Benedetti; Giuliano Noci
42-56
Front Matter
57-57
Smart Policing: A Critical Review of the Literature
Muhammad Afzal; Panos Panagiotopoulos
59-70
Utilizing an Investment Instrument for Digital Transformation: A Case Study of a Large Swedish Municipality
Jwan Khisro
71-81
Service Quality Through Government Proactivity: The Concept of Non-interaction
Peter Kuhn; Dian Balta
82-95
Automatization of Cross-Border Customs Declaration: Potential and Challenges
Markko Liutkevičius; Karl Ivory Pappel; Sidra Azmat Butt; Ingrid Pappel
96-109
AI-Enabled Innovation in the Public Sector: A Framework for Digital Governance and Resilience
Gianluca Misuraca; Gianluigi Viscusi
110-120
Technical Debt Management: A Systematic Literature Review and Research Agenda for Digital Government
Mille Edith Nielsen; Christian Østergaard Madsen; Mircea Filip Lungu
121-137
Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery
Willem Pieterson; Cindy Weng
138-150
Digital Inclusion Competences for Senior Citizens: The Survival Basics
Jeremy Rose; Jesper Holgersson; Eva Söderström
151-163
Walking a Mile in Their Shoes—A Citizen Journey to Explore Public Service Delivery from the Citizen Perspective
Hendrik Scholta; Sebastian Halsbenning; Bettina Distel; Jörg Becker
164-178
The Role of Domain-Skills in Bureaucratic Service Encounters
Søren Skaarup
179-196
Aligning Stakeholder Interests, Governance Requirements and Blockchain Design in Business and Government Information Sharing
Sélinde van Engelenburg; Boriana Rukanova; Wout Hofman; Jolien Ubacht; Yao-Hua Tan; Marijn Janssen
197-209
Approaches to Good Data Governance in Support of Public Sector Transformation Through Once-Only
Maria A. Wimmer; Alessia C. Neuroni; Jan Thomas Frecè
210-222
Governance Challenges of Inter-organizational Digital Public Services Provisioning: A Case Study on Digital Invoicing Services in Belgium
Stijn Wouters; Marijn Janssen; Joep Crompvoets
223-235
Chapters/HeadingsAuthor(s)PagesInfo
Showing 1 to 20 of 37 entries
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