Public Multichannel Management – an Integrated Framework of Off- and Online Multichannel Government Services

Bernd W. Wirtz () and Paul F. Langer ()
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Bernd W. Wirtz: German University of Administrative Sciences Speyer
Paul F. Langer: German Research Institute for Public Administration Speyer

Public Organization Review, 2017, vol. 17, issue 4, No 6, 563-580

Abstract: Abstract Government institutions have introduced multichannel environments over time following trends and technological innovations. These public multichannel environments often neglect specific channel characteristics and potentials and thus miss the opportunity to make full use of a strategic channel integration and combination with a focus on customer value creation. This study offers a systematic approach to establish an integrated public multichannel system not only taking into account user preferences, habits and their environment, but also the respective channel issuer and the characteristics of channels and public interfaces. Against this background, the study presents a systematic approach to expand services and channels according to their capacities, and provides academics and practitioners with a framework on public multichannel strategies.

Keywords: Multichannel management; Public services; Public administration; e-government (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s11115-016-0356-0

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