Channel choice determinants; an exploration of the factors that determine the choice of a service channel in citizen initiated contacts.

Willem Pieterson Jan van Dijk Channel choice determinants; an exploration of the factors that determine the choice of a service channel in citizen initiated contacts. 173-182 2007 conf/dgo/2007 DG.O http://doi.acm.org/10.1145/1248460.1248488 db/conf/dgo/dgo2007.html#PietersonD07