Towards a model of source and channel choices in business-to-government service interactions : A structural equation modeling approach

摘要: Abstract With a growing number of available communication channels and the increasing role other information sources, organizations are urged to rethink their service strategies. Most theories limited one-dimensional focus on source or channel choice do not fit into today's networked landscape. The goal this paper is provide insight similarities, differences, interdependencies choices. Using structural equation modeling, conceptual model quantitatively tested among 1218 representatives small medium-sized businesses. Indications for source-channel interdependency were found in effects relationship characteristics Our data indicate key differences impact prior experiences , social influences . Moreover, exist only between sources general but also various types choices choices, which seems divert from existing theories.