{"id":"https://openalex.org/W2058138632","doi":"https://doi.org/10.4018/jegr.2009070103","title":"The Role of Intermediaries in Multi-Channel Service Delivery Strategies","display_name":"The Role of Intermediaries in Multi-Channel Service Delivery Strategies","publication_year":2009,"publication_date":"2009-07-01","ids":{"openalex":"https://openalex.org/W2058138632","doi":"https://doi.org/10.4018/jegr.2009070103","mag":"2058138632"},"language":"en","primary_location":{"id":"doi:10.4018/jegr.2009070103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jegr.2009070103","pdf_url":null,"source":{"id":"https://openalex.org/S118683372","display_name":"International Journal of Electronic Government Research","issn_l":"1548-3886","issn":["1548-3886","1548-3894"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Government Research","raw_type":"journal-article"},"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/A5062073470","display_name":"Marijn Janssen","orcid":"https://orcid.org/0000-0001-6211-8790"},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":true,"raw_author_name":"Marijn Janssen","raw_affiliation_strings":["Delft University of Technology, The Netherlands","Delft University of Technology, The Netherlands;"],"raw_orcid":"https://orcid.org/0000-0001-6211-8790","affiliations":[{"raw_affiliation_string":"Delft University of Technology, The Netherlands","institution_ids":["https://openalex.org/I98358874"]},{"raw_affiliation_string":"Delft University of Technology, The Netherlands;","institution_ids":["https://openalex.org/I98358874"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026484383","display_name":"Bram Klievink","orcid":"https://orcid.org/0000-0003-1999-743X"},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Bram Klievink","raw_affiliation_strings":["Delft University of Technology, The Netherlands","Delft University of Technology, The Netherlands;"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Delft University of Technology, The Netherlands","institution_ids":["https://openalex.org/I98358874"]},{"raw_affiliation_string":"Delft University of Technology, The Netherlands;","institution_ids":["https://openalex.org/I98358874"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5062073470"],"corresponding_institution_ids":["https://openalex.org/I98358874"],"apc_list":null,"apc_paid":null,"fwci":12.7998,"has_fulltext":false,"cited_by_count":48,"citation_normalized_percentile":{"value":0.98167353,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"5","issue":"3","first_page":"36","last_page":"46"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11437","display_name":"Digital Platforms and Economics","score":0.984499990940094,"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"}},"topics":[{"id":"https://openalex.org/T11437","display_name":"Digital Platforms and Economics","score":0.984499990940094,"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/T10953","display_name":"E-Government and Public Services","score":0.977400004863739,"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/T11499","display_name":"ICT Impact and Policies","score":0.9272000193595886,"subfield":{"id":"https://openalex.org/subfields/2214","display_name":"Media Technology"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/disintermediation","display_name":"Disintermediation","score":0.8966946601867676},{"id":"https://openalex.org/keywords/intermediary","display_name":"Intermediary","score":0.8265915513038635},{"id":"https://openalex.org/keywords/transaction-cost","display_name":"Transaction cost","score":0.7214678525924683},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6737903952598572},{"id":"https://openalex.org/keywords/intermediation","display_name":"Intermediation","score":0.6649143695831299},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.515852153301239},{"id":"https://openalex.org/keywords/industrial-organization","display_name":"Industrial organization","score":0.5067418217658997},{"id":"https://openalex.org/keywords/argument","display_name":"Argument (complex analysis)","score":0.49983930587768555},{"id":"https://openalex.org/keywords/database-transaction","display_name":"Database transaction","score":0.4626295268535614},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3535986542701721},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.15385568141937256},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.13427326083183289}],"concepts":[{"id":"https://openalex.org/C125706105","wikidata":"https://www.wikidata.org/wiki/Q1137418","display_name":"Disintermediation","level":2,"score":0.8966946601867676},{"id":"https://openalex.org/C139569457","wikidata":"https://www.wikidata.org/wiki/Q1666223","display_name":"Intermediary","level":2,"score":0.8265915513038635},{"id":"https://openalex.org/C98965940","wikidata":"https://www.wikidata.org/wiki/Q877496","display_name":"Transaction cost","level":2,"score":0.7214678525924683},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6737903952598572},{"id":"https://openalex.org/C2779143981","wikidata":"https://www.wikidata.org/wiki/Q1445414","display_name":"Intermediation","level":2,"score":0.6649143695831299},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.515852153301239},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.5067418217658997},{"id":"https://openalex.org/C98184364","wikidata":"https://www.wikidata.org/wiki/Q1780131","display_name":"Argument (complex analysis)","level":2,"score":0.49983930587768555},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.4626295268535614},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3535986542701721},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.15385568141937256},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.13427326083183289},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jegr.2009070103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jegr.2009070103","pdf_url":null,"source":{"id":"https://openalex.org/S118683372","display_name":"International Journal of Electronic Government Research","issn_l":"1548-3886","issn":["1548-3886","1548-3894"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Government Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jegr00:v:5:y:2009:i:3:p:36-46","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jegr.2009070103","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321012","display_name":"Technische Universiteit Delft","ror":"https://ror.org/02e2c7k09"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2374052939","https://openalex.org/W3135133140","https://openalex.org/W353087519","https://openalex.org/W2060567066","https://openalex.org/W2392599588","https://openalex.org/W2164218188","https://openalex.org/W2085833364","https://openalex.org/W2803947733","https://openalex.org/W1504615768","https://openalex.org/W814884727"],"abstract_inverted_index":{"The":[0,91],"advent":[1],"of":[2,7,33,48,67,70,127],"e-government":[3],"and":[4,15,25,44,58,103,159],"the":[5,8,31,34,45,53,65,68,109,123],"use":[6],"Internet":[9],"to":[10,13,75,100,122,150,161,170],"connect":[11],"governments":[12],"citizens":[14],"businesses":[16],"have":[17],"resulted":[18],"into":[19],"direct":[20,42,131],"contact":[21],"between":[22],"government":[23,113],"agencies":[24],"their":[26,128],"customers.":[27],"This":[28],"development":[29],"confirms":[30],"prediction":[32],"transaction":[35,152],"cost":[36,102],"theory,":[37],"which":[38,63,81,143],"predicts":[39],"a":[40,77,86,140,148,165,173],"more":[41,114],"interaction":[43,125],"resulting":[46],"bypassing":[47,69],"intermediaries.":[49,71],"In":[50],"this":[51,135],"article,":[52],"authors":[54],"explore":[55],"intermediation":[56],"theory":[57],"analyze":[59],"two":[60],"case":[61,92],"studies":[62,93],"counter":[64],"argument":[66],"It":[72],"is":[73,144,154],"possible":[74],"adopt":[76],"reintermediation":[78,166],"strategy":[79,167],"in":[80,168],"intermediaries":[82,96],"are":[83,120],"used":[84],"as":[85],"value-adding":[87],"service":[88],"delivery":[89],"channel.":[90],"show":[94],"that":[95,119,137],"can":[97],"be":[98,162],"employed":[99],"reduce":[101,151],"improve":[104],"information":[105],"quality,":[106],"while":[107],"at":[108],"same":[110],"time":[111],"make":[112],"demand-driven":[115,174],"by":[116,147,164],"employing":[117],"channels":[118],"closer":[121],"natural":[124],"patterns":[126],"customers":[129],"than":[130],"interaction.":[132],"For":[133],"governments,":[134],"implies":[136],"only":[138],"adopting":[139],"disintermediation":[141],"strategy,":[142],"often":[145],"motivated":[146],"desire":[149],"costs,":[153],"too":[155],"narrow":[156],"an":[157],"approach":[158],"needs":[160],"complimented":[163],"order":[169],"advance":[171],"towards":[172],"government.":[175]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":8}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}
