{"id":"https://openalex.org/W2035845280","doi":"https://doi.org/10.1057/jit.2010.17","title":"Limitations to building institutional trustworthiness through e-government: a comparative study of two e-services in Chile","display_name":"Limitations to building institutional trustworthiness through e-government: a comparative study of two e-services in Chile","publication_year":2010,"publication_date":"2010-07-20","ids":{"openalex":"https://openalex.org/W2035845280","doi":"https://doi.org/10.1057/jit.2010.17","mag":"2035845280"},"language":"en","primary_location":{"id":"doi:10.1057/jit.2010.17","doi":"https://doi.org/10.1057/jit.2010.17","is_oa":false,"landing_page_url":"https://doi.org/10.1057/jit.2010.17","pdf_url":null,"source":{"id":"https://openalex.org/S135086714","display_name":"Journal of Information Technology","issn_l":"0268-3962","issn":["0268-3962","1466-4437"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","dongbi-c","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Technology","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5071695849","display_name":"Matthew Longshore Smith","orcid":"https://orcid.org/0000-0002-0928-7082","observed_orcids":["https://orcid.org/0000-0002-0928-7082"]},"institutions":[{"id":"https://openalex.org/I909854389","display_name":"London School of Economics and Political Science","ror":"https://ror.org/0090zs177","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I909854389"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Matthew L Smith","raw_affiliation_strings":["Department of Management, Information Systems and Innovation Group, London School of Economics and Political Science, London, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Information Systems and Innovation Group, London School of Economics and Political Science, London, UK","institution_ids":["https://openalex.org/I909854389"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5071695849"],"corresponding_institution_ids":["https://openalex.org/I909854389"],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":24.9356,"has_fulltext":false,"cited_by_count":59,"citation_normalized_percentile":{"value":0.99137768,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"26","issue":"1","first_page":"78","last_page":"93"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/institutional-trust","display_name":"institutional trust","score":0.765999972820282},{"id":"https://openalex.org/keywords/institutional-trustworthiness","display_name":"institutional trustworthiness","score":0.8970000147819519},{"id":"https://openalex.org/keywords/e-government","display_name":"e-government","score":0.9980000257492065},{"id":"https://openalex.org/keywords/online-services","display_name":"online services","score":0.8939999938011169},{"id":"https://openalex.org/keywords/public-sector-institutions","display_name":"public sector institutions","score":0.7730000019073486},{"id":"https://openalex.org/keywords/information-and-communication-technologies","display_name":"information and communication technologies","score":0.8759999871253967},{"id":"https://openalex.org/keywords/power-asymmetries","display_name":"power imbalance","score":0.7020000219345093},{"id":"https://openalex.org/keywords/distributive-justice","display_name":"distributive justice","score":0.9380000233650208},{"id":"https://openalex.org/keywords/fairness","display_name":"fairness","score":0.6259999871253967},{"id":"https://openalex.org/keywords/constrained-optimization","display_name":"constrained optimization","score":0.6330000162124634},{"id":"https://openalex.org/keywords/chile","display_name":"Chile","score":0.7009999752044678}],"concepts":[{"id":"https://openalex.org/C2780233690","wikidata":"https://www.wikidata.org/wiki/Q535347","display_name":"Transparency (behavior)","level":2,"score":0.6437587141990662},{"id":"https://openalex.org/C2780522230","wikidata":"https://www.wikidata.org/wiki/Q1140419","display_name":"Ambiguity","level":2,"score":0.5940667986869812},{"id":"https://openalex.org/C67363961","wikidata":"https://www.wikidata.org/wiki/Q5268834","display_name":"Information and Communications Technology","level":2,"score":0.5857656598091125},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.5281303524971008},{"id":"https://openalex.org/C2778321746","wikidata":"https://www.wikidata.org/wiki/Q621922","display_name":"Distrust","level":2,"score":0.49967455863952637},{"id":"https://openalex.org/C153701036","wikidata":"https://www.wikidata.org/wiki/Q659974","display_name":"Trustworthiness","level":2,"score":0.49471089243888855},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4878280460834503},{"id":"https://openalex.org/C29122968","wikidata":"https://www.wikidata.org/wiki/Q1414816","display_name":"Incentive","level":2,"score":0.4800930321216583},{"id":"https://openalex.org/C2777632292","wikidata":"https://www.wikidata.org/wiki/Q315515","display_name":"Discretion","level":2,"score":0.4513010084629059},{"id":"https://openalex.org/C147887874","wikidata":"https://www.wikidata.org/wiki/Q16252774","display_name":"Institutional theory","level":2,"score":0.4388814866542816},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4343261122703552},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.4167238473892212},{"id":"https://openalex.org/C26713055","wikidata":"https://www.wikidata.org/wiki/Q245962","display_name":"Implementation","level":2,"score":0.41293489933013916},{"id":"https://openalex.org/C100001284","wikidata":"https://www.wikidata.org/wiki/Q2248246","display_name":"Public economics","level":1,"score":0.3419708013534546},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.29889512062072754},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2656203508377075},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2590036988258362},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.14077240228652954},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.11923244595527649},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.107887864112854},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1057/jit.2010.17","doi":"https://doi.org/10.1057/jit.2010.17","is_oa":false,"landing_page_url":"https://doi.org/10.1057/jit.2010.17","pdf_url":null,"source":{"id":"https://openalex.org/S135086714","display_name":"Journal of Information Technology","issn_l":"0268-3962","issn":["0268-3962","1466-4437"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","dongbi-c","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Technology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, justice, and strong institutions","score":0.8046000003814697},{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.6773999929428101}],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":105,"referenced_works":["https://openalex.org/W129782044","https://openalex.org/W149590791","https://openalex.org/W232568827","https://openalex.org/W638561323","https://openalex.org/W646021230","https://openalex.org/W926179095","https://openalex.org/W1217312676","https://openalex.org/W1485217056","https://openalex.org/W1486367002","https://openalex.org/W1502775703","https://openalex.org/W1506150625","https://openalex.org/W1527311855","https://openalex.org/W1527979106","https://openalex.org/W1539076266","https://openalex.org/W1541515907","https://openalex.org/W1550405527","https://openalex.org/W1551683767","https://openalex.org/W1565105612","https://openalex.org/W1568031129","https://openalex.org/W1592176171","https://openalex.org/W1603537933","https://openalex.org/W1604489340","https://openalex.org/W1632461223","https://openalex.org/W1634781894","https://openalex.org/W1685060918","https://openalex.org/W1708046902","https://openalex.org/W1797327777","https://openalex.org/W1849383531","https://openalex.org/W1906742905","https://openalex.org/W1966253109","https://openalex.org/W1976410576","https://openalex.org/W1983664074","https://openalex.org/W1985895653","https://openalex.org/W1986091482","https://openalex.org/W1986396100","https://openalex.org/W1987710704","https://openalex.org/W1995282106","https://openalex.org/W2002826359","https://openalex.org/W2006479099","https://openalex.org/W2013383792","https://openalex.org/W2017948180","https://openalex.org/W2026042979","https://openalex.org/W2029907134","https://openalex.org/W2030281717","https://openalex.org/W2033827250","https://openalex.org/W2035669333","https://openalex.org/W2039177262","https://openalex.org/W2041181106","https://openalex.org/W2044779067","https://openalex.org/W2051273256","https://openalex.org/W2056514185","https://openalex.org/W2058216731","https://openalex.org/W2061773773","https://openalex.org/W2070086636","https://openalex.org/W2079141437","https://openalex.org/W2084382570","https://openalex.org/W2089203823","https://openalex.org/W2089463205","https://openalex.org/W2098594975","https://openalex.org/W2102479365","https://openalex.org/W2103271327","https://openalex.org/W2114579187","https://openalex.org/W2119699096","https://openalex.org/W2121290265","https://openalex.org/W2126057348","https://openalex.org/W2129086641","https://openalex.org/W2132841365","https://openalex.org/W2133133915","https://openalex.org/W2139051615","https://openalex.org/W2140026725","https://openalex.org/W2141951329","https://openalex.org/W2142175015","https://openalex.org/W2145866796","https://openalex.org/W2156794226","https://openalex.org/W2158345732","https://openalex.org/W2166131586","https://openalex.org/W2166537037","https://openalex.org/W2186301631","https://openalex.org/W2201334324","https://openalex.org/W2292720017","https://openalex.org/W2316231696","https://openalex.org/W2468551973","https://openalex.org/W2486967194","https://openalex.org/W2495578728","https://openalex.org/W2503548239","https://openalex.org/W2506954441","https://openalex.org/W2612898906","https://openalex.org/W2768557931","https://openalex.org/W2796947616","https://openalex.org/W2797740611","https://openalex.org/W2945600416","https://openalex.org/W2950903553","https://openalex.org/W2999158853","https://openalex.org/W3124138615","https://openalex.org/W4234446644","https://openalex.org/W4235164434","https://openalex.org/W4237191799","https://openalex.org/W4247390956","https://openalex.org/W4251494282","https://openalex.org/W4255129685","https://openalex.org/W4301454922","https://openalex.org/W4312501816","https://openalex.org/W4312536659","https://openalex.org/W4312652015","https://openalex.org/W4366121432"],"related_works":["https://openalex.org/W1593394084","https://openalex.org/W2025896074","https://openalex.org/W2037343868","https://openalex.org/W2183833274","https://openalex.org/W4233356755","https://openalex.org/W2349922295","https://openalex.org/W3092987447","https://openalex.org/W7098889265","https://openalex.org/W2133398185","https://openalex.org/W4416455850"],"abstract_inverted_index":{"There":[0],"is":[1,31,90,173,193],"much":[2],"interest":[3],"in":[4,58,198],"the":[5,16,36,45,54,59,99,116,129,135,178,181,187],"application":[6],"of":[7,21,38,44,53,56,70,83,86,93,108,118,128,137,162,184,201],"new":[8],"information":[9],"and":[10,19,62,115,120,144,164,180,203],"communication":[11],"technologies":[12],"(ICTs)":[13],"to":[14,105,151],"improve":[15],"quality,":[17],"performance,":[18,112],"responsiveness":[20],"public":[22,46,60],"sector":[23,61],"institutions":[24],"thereby":[25],"potentially":[26],"improving":[27,152],"trust.":[28],"However,":[29],"there":[30,147],"little":[32],"empirical":[33],"evidence":[34],"about":[35],"interaction":[37],"ICT":[39],"implementations":[40],"on":[41,177],"institutional":[42,63,84,88,109,153,185],"trust":[43,64,85],"sector.":[47],"This":[48],"article":[49,76,188],"extends":[50],"our":[51],"understanding":[52],"interplay":[55],"ICTs":[57],"through":[65,155],"an":[66,199],"in-depth":[67],"comparative":[68,126],"case-study":[69],"two":[71,100,130],"successful":[72],"Chilean":[73],"e-services.":[74],"The":[75],"begins":[77],"by":[78],"developing":[79],"a":[80,91,125,194],"relational":[81,182],"conception":[82,183],"which":[87],"trustworthiness":[89,154,172,192],"component":[92],"that":[94,133,190],"relationship.":[95],"It":[96],"then":[97],"analyses":[98],"cases":[101,131,179],"separately":[102],"with":[103],"respect":[104],"three":[106],"dimensions":[107],"trustworthiness:":[110],"good":[111],"aligned":[113],"incentives,":[114],"values":[117],"fairness":[119],"distributive":[121],"justice.":[122],"Following":[123],"this,":[124],"analysis":[127],"shows":[132],"while":[134],"implementation":[136],"technology":[138],"may":[139],"bring":[140],"anticipated":[141],"efficiency,":[142],"effectiveness,":[143],"transparency":[145],"gains,":[146],"are":[148,170],"fundamental":[149],"limitations":[150],"technological":[156],"interventions.":[157],"In":[158],"particular,":[159],"where":[160],"points":[161],"discretion":[163],"ambiguity":[165],"remain,":[166],"or":[167],"power":[168],"asymmetries":[169],"exacerbated,":[171],"challenged.":[174],"Furthermore,":[175],"drawing":[176],"trust,":[186],"argues":[189],"enhancing":[191],"constrained":[195],"optimisation":[196],"problem":[197],"environment":[200],"competing":[202],"often":[204],"conflicting":[205],"values.":[206]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":7},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":7},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}