L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux (notice n° 964713)
[ vue normale ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02105cam a2200229 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125071835.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Pieterson, Willem |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | L'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2008.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 16 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | 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. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | gestion des canaux de distribution |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | choix du canal |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | utilisation des canaux |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | utilisation de canaux multiples |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | intégration des canaux |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Ebbers, Wolfgang |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Revue Internationale des Sciences Administratives | 74 | 1 | 2008-03-01 | p. 103-121 | 0303-965X |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-internationale-des-sciences-administratives-2008-1-page-103?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-internationale-des-sciences-administratives-2008-1-page-103?lang=fr&redirect-ssocas=7080</a> |
Pas d'exemplaire disponible.
Réseaux sociaux