000			02105cam a2200229 4500500
005			20250125071835.0
041			_afre
042			_adc
100	1	0	_aPieterson, Willem _eauthor
700	1	0	_a Ebbers, Wolfgang _eauthor
245	0	0	_aL'utilisation des canaux de prestation de service par les citoyens aux Pays-Bas ; implications pour la gestion multicanaux
260			_c2008.
500			_a16
520			_aRésuméMany 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			_agestion des canaux de distribution
690			_achoix du canal
690			_autilisation des canaux
690			_autilisation de canaux multiples
690			_aintégration des canaux
786	0		_nRevue Internationale des Sciences Administratives | 74 | 1 | 2008-03-01 | p. 103-121 | 0303-965X
856	4	1	_uhttps://shs.cairn.info/revue-internationale-des-sciences-administratives-2008-1-page-103?lang=fr&redirect-ssocas=7080
999			_c964713 _d964713