{"id":"https://openalex.org/W3164144915","doi":"https://doi.org/10.1108/itp-06-2020-0374","title":"What citizens experience and how omni-channel could help\u2013insights from a building permit case","display_name":"What citizens experience and how omni-channel could help\u2013insights from a building permit case","publication_year":2021,"publication_date":"2021-05-26","ids":{"openalex":"https://openalex.org/W3164144915","doi":"https://doi.org/10.1108/itp-06-2020-0374","mag":"3164144915"},"language":"en","primary_location":{"id":"doi:10.1108/itp-06-2020-0374","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-06-2020-0374","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":null,"any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5068327821","display_name":"Birgit Schenk","orcid":"https://orcid.org/0000-0002-0935-5516"},"institutions":[{"id":"https://openalex.org/I32592955","display_name":"Ludwigsburg University of Education","ror":"https://ror.org/02j0n6s98","country_code":"DE","type":"education","lineage":["https://openalex.org/I32592955"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Birgit Schenk","raw_affiliation_strings":["Management and Law, University of Applied Sciences Ludwigsburg, Ludwigsburg, Germany"],"raw_orcid":"https://orcid.org/0000-0002-0935-5516","affiliations":[{"raw_affiliation_string":"Management and Law, University of Applied Sciences Ludwigsburg, Ludwigsburg, Germany","institution_ids":["https://openalex.org/I32592955"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5028332151","display_name":"Mateusz Dolata","orcid":"https://orcid.org/0000-0002-2732-4465"},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Mateusz Dolata","raw_affiliation_strings":["Department of Informatics, University of Zurich, Zurich, Switzerland"],"raw_orcid":"https://orcid.org/0000-0002-2732-4465","affiliations":[{"raw_affiliation_string":"Department of Informatics, University of Zurich, Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5001306379","display_name":"Christiane Schwabe","orcid":"https://orcid.org/0000-0002-8495-4930"},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Christiane Schwabe","raw_affiliation_strings":["Department of Informatics, University of Zurich, Zurich, Switzerland"],"raw_orcid":"https://orcid.org/0000-0002-8495-4930","affiliations":[{"raw_affiliation_string":"Department of Informatics, University of Zurich, Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5059353526","display_name":"Gerhard Schwabe","orcid":"https://orcid.org/0000-0002-0453-9762"},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Gerhard Schwabe","raw_affiliation_strings":["Department of Informatics, University of Zurich, Zurich, Switzerland"],"raw_orcid":"https://orcid.org/0000-0002-0453-9762","affiliations":[{"raw_affiliation_string":"Department of Informatics, University of Zurich, Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5068327821"],"corresponding_institution_ids":["https://openalex.org/I32592955"],"apc_list":null,"apc_paid":null,"fwci":1.2895,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.82831823,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"37","issue":"2","first_page":"944","last_page":"965"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.991100013256073,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.991100013256073,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11437","display_name":"Digital Platforms and Economics","score":0.9858999848365784,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9832000136375427,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/omnichannel","display_name":"Omnichannel","score":0.8934965133666992},{"id":"https://openalex.org/keywords/transparency","display_name":"Transparency (behavior)","score":0.8325145244598389},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.597732424736023},{"id":"https://openalex.org/keywords/popularity","display_name":"Popularity","score":0.5782676935195923},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5331608057022095},{"id":"https://openalex.org/keywords/public-service","display_name":"Public service","score":0.45938757061958313},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.3855244517326355},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.38044553995132446},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.35626596212387085},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3345826268196106},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3062947690486908},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.1893080174922943},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.18752631545066833},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.18526878952980042},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.17066437005996704}],"concepts":[{"id":"https://openalex.org/C2780928776","wikidata":"https://www.wikidata.org/wiki/Q16999365","display_name":"Omnichannel","level":2,"score":0.8934965133666992},{"id":"https://openalex.org/C2780233690","wikidata":"https://www.wikidata.org/wiki/Q535347","display_name":"Transparency (behavior)","level":2,"score":0.8325145244598389},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.597732424736023},{"id":"https://openalex.org/C2780586970","wikidata":"https://www.wikidata.org/wiki/Q1357284","display_name":"Popularity","level":2,"score":0.5782676935195923},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5331608057022095},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.45938757061958313},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3855244517326355},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38044553995132446},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.35626596212387085},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3345826268196106},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3062947690486908},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.1893080174922943},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.18752631545066833},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.18526878952980042},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.17066437005996704},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1108/itp-06-2020-0374","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-06-2020-0374","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},{"id":"pmh:oai:www.zora.uzh.ch:203653","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401281","display_name":"Zurich Open Repository and Archive (University of Zurich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I202697423","host_organization_name":"University of Zurich","host_organization_lineage":["https://openalex.org/I202697423"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Schenk, Birgit; Dolata, Mateusz; Schwabe, Christiane; Schwabe, Gerhard  (2021). What citizens experience and how omni-channel could help \u2013 insights from a building permit case.  Information Technology and People:277-299.","raw_type":"info:eu-repo/semantics/acceptedVersion"},{"id":"pmh:oai:opus-hslb.bsz-bw.de:1894","is_oa":false,"landing_page_url":"https://opus-hslb.bsz-bw.de/frontdoor/index/index/docId/1894","pdf_url":null,"source":{"id":"https://openalex.org/S4306401414","display_name":"Hochschule f\u00fcr \u00f6ffentliche Verwaltung und Finanzen Ludwigsburg Bibliothek (University of Applied Sciences)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210134455","host_organization_name":"University of Applied Sciences - Public Administration and Finance Ludwigsburg","host_organization_lineage":["https://openalex.org/I4210134455"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"doc-type:article"},{"id":"doi:10.5167/uzh-203653","is_oa":true,"landing_page_url":"https://doi.org/10.5167/uzh-203653","pdf_url":null,"source":{"id":"https://openalex.org/S7407051291","display_name":"Universit\u00e4t Z\u00fcrich, ZORA","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"pmh:oai:www.zora.uzh.ch:203653","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401281","display_name":"Zurich Open Repository and Archive (University of Zurich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I202697423","host_organization_name":"University of Zurich","host_organization_lineage":["https://openalex.org/I202697423"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Schenk, Birgit; Dolata, Mateusz; Schwabe, Christiane; Schwabe, Gerhard  (2021). What citizens experience and how omni-channel could help \u2013 insights from a building permit case.  Information Technology and People:277-299.","raw_type":"info:eu-repo/semantics/acceptedVersion"},"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.6600000262260437}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":44,"referenced_works":["https://openalex.org/W29332314","https://openalex.org/W1480663943","https://openalex.org/W1552706083","https://openalex.org/W1592649844","https://openalex.org/W1743057383","https://openalex.org/W1811608856","https://openalex.org/W1970606094","https://openalex.org/W1984625349","https://openalex.org/W1999062425","https://openalex.org/W2059702009","https://openalex.org/W2068159179","https://openalex.org/W2073856203","https://openalex.org/W2083106502","https://openalex.org/W2088750691","https://openalex.org/W2099686287","https://openalex.org/W2101282290","https://openalex.org/W2104212223","https://openalex.org/W2110710386","https://openalex.org/W2114551370","https://openalex.org/W2119897050","https://openalex.org/W2123702817","https://openalex.org/W2124049460","https://openalex.org/W2125468234","https://openalex.org/W2127299059","https://openalex.org/W2136088423","https://openalex.org/W2136922540","https://openalex.org/W2148965610","https://openalex.org/W2182382189","https://openalex.org/W2295721905","https://openalex.org/W2323252605","https://openalex.org/W2422895071","https://openalex.org/W2426059649","https://openalex.org/W2470543016","https://openalex.org/W2513389533","https://openalex.org/W2527921852","https://openalex.org/W2605046174","https://openalex.org/W2615236655","https://openalex.org/W2777472789","https://openalex.org/W2785381827","https://openalex.org/W2948337695","https://openalex.org/W3012114618","https://openalex.org/W3096937474","https://openalex.org/W3122351755","https://openalex.org/W3151678985"],"related_works":["https://openalex.org/W2998507867","https://openalex.org/W3135982213","https://openalex.org/W2980990555","https://openalex.org/W4283323912","https://openalex.org/W3185408422","https://openalex.org/W4290442689","https://openalex.org/W3119362221","https://openalex.org/W2902533653","https://openalex.org/W2981284895","https://openalex.org/W2180022041"],"abstract_inverted_index":{"Purpose":[0],"By":[1],"increasing":[2],"the":[3,43,46,51,61,70,120,156,161,168,225,232,239],"digitalization":[4],"of":[5,15,35,45,48,73,122,155,163,172,186,243],"commercial":[6],"services":[7],"citizens'":[8,205],"expect":[9],"more":[10],"from":[11,84,231,238],"public":[12,32,87,133,198,218,233,245],"services.":[13,219,246],"First":[14],"all,":[16],"this":[17,194,222],"study":[18,52,210,223],"will":[19],"strive":[20],"to":[21,59,202],"identify":[22],"which":[23,63,166],"problems":[24,62,97],"citizens":[25,85,215],"encounter":[26],"when":[27],"they":[28],"use":[29],"a":[30,39,117,123,173,179],"complex":[31,217],"service:":[33],"preparation":[34],"an":[36,74,102,107,187],"application":[37],"for":[38],"building":[40],"permit.":[41],"In":[42],"light":[44],"popularity":[47],"omnichannel":[49,103,188,196,244],"approaches,":[50],"then":[53,99,114],"explores":[54],"how":[55,214],"omni-channel":[56],"could":[57],"help":[58],"address":[60],"have":[64],"been":[65],"identified.":[66],"Design/methodology/approach":[67],"We":[68,80,175],"implement":[69],"first":[71],"phases":[72],"action":[75],"design":[76,118],"science":[77],"research":[78],"project.":[79],"collect":[81],"data":[82],"both":[83],"and":[86,89,131,149,170,183,241],"agencies":[88],"frame":[90],"them":[91],"as":[92,106,227],"transparency":[93,140,157,165,228],"problems.":[94],"These":[95],"abstract":[96,108,111],"are":[98],"addressed":[100],"by":[101],"service":[104,164,206],"provision":[105],"solution.":[109],"The":[110,136,209],"solution":[112],"is":[113,160],"instantiated":[115],"in":[116,119,127,204],"form":[121],"user":[124],"scenario":[125],"developed":[126],"collaboration":[128],"with":[129],"current":[130],"future":[132],"officials.":[134],"Findings":[135],"analysis":[137],"uncovers":[138],"multiple":[139],"issues:":[141],"it":[142],"distinguishes":[143],"between":[144],"process,":[145],"case,":[146],"language,":[147],"cross-channel":[148],"cost":[150],"transparency.":[151],"One":[152],"root":[153],"cause":[154],"issues":[158],"observed":[159],"lack":[162],"defines":[167],"purpose":[169],"scope":[171],"ser-vice.":[174],"therefore":[176],"recommend":[177],"defining":[178],"service-strategy":[180],"before":[181],"informational":[182],"technical":[184],"aspects":[185],"approach":[189],"can":[190,235],"be":[191],"implemented.":[192],"Following":[193],"strategy,":[195],"offers":[197,224],"administrations":[199,234],"unique":[200],"opportunities":[201],"excel":[203],"provision.":[207],"Originality/value":[208],"provides":[211],"insights":[212],"into":[213],"view":[216],"For":[220],"researchers,":[221],"conceptualization":[226],"issues.":[229],"Practitioners":[230],"also":[236],"benefit":[237],"concept":[240],"vision":[242]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}