Future of e-Government: An integrated conceptual framework
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Technological Forecasting & Social Change 173 (2021) 121102 Available online 18 August 2021 0040-1625/© 2021 The Author(s). Published by Elsevier Inc. This is an open access article under the CC BY license ( http://creativecommons.org/licenses/by/4.0/ ). Future of e-Government: An integrated conceptual framework Suresh Malodia a , Amandeep Dhir b , c , d , * , Mahima Mishra e , Zeeshan Ahmed Bhatti f a Strategic Marketing Area, MICA, Ahmedabad, 380058, India b Department of Management, School of Business & Law, University of Agder, Norway c Norwegian School of Hotel Management, University of Stavanger, Stavanger, Norway d Optentia Research Focus Area, North-West University, Vanderbijlpark, South Africa e Symbiosis Institute of Business Management Pune, Symbiosis International (Deemed University) f Department of Operations & Systems Management, University of Portsmouth, UK A R T I C L E I N F O Keywords: e-Government Citizen Integration Intermediaries ICT A B S T R A C T The information and hyper-connectivity revolutions have caused significant disruptions in citizens’ interactions with governments all over the world. Failures in implementing e-government interventions suggest the lack of an integrated approach in understanding e-government as a discipline. In this study, we present an overarching and integrated conceptual framework of e-government grounded in robust qualitative research to describe the factors that must be integrated to implement e-government successfully. Drawing insights from 168 in-depth interviews conducted with multiple stakeholders in India, this study defines e-government as a multidimensional construct with customer orientation, channel orientation and technology orientation as its antecedents. Building on customer orientation and relationship marketing theories, this study proposes that the most significant factor impacting success in implementing e-government projects is citizen orientation, followed by channel orientation and technology orientation. The study also identifies the digital divide, economic growth and political stability as moderators of e-government. Furthermore, the study proposes the tangible and intangible outcomes of e-gov- ernment with perceived privacy and shared understanding as moderating conditions. Finally, the study presents relevant theoretical and practical implications with future research directions. Download 1.31 Mb. Do'stlaringiz bilan baham: |
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