Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

E‐government and service orientation: gaps between theory and practice

E‐government and service orientation: gaps between theory and practice Purpose – The purpose of this paper is to review selected literature on e‐government service orientation and highlight differences between academic theory and empirical findings. To date, there has been little support for predictions made in the e‐government conceptual literature. Design/methodology/approach – The paper is a conceptual framework for a literature review of e‐government and service orientation is presented. A systematic database search is then undertaken to identify the literature related to e‐government and service orientation. Suitable papers are selected, carefully read, and systematically analysed according to the conceptual framework. A discussion and relevant conclusions are then presented. Findings – The paper finds that a gap appears to exist between conceptual literature and empirical findings. For example, conceptual research claims that e‐government will result in a reduction of staff, yet no empirical findings have proven this. The present study applies institutional theory for understanding the fundamental reasons to this gap. Research limitations/implications – The paper is based on a literature review of 27 articles, three monographs and one edited volume focusing on service orientation and e‐government. It does not attempt to examine the full range of the literature available within the field of e‐government. Originality/value – This review paper uniquely considers the gaps between the theory and practice of e‐government service orientation, and identifies where they exist. Some possible explanations for the gaps are explored which can be of interest to both academics and practitioners working in the field. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Public Sector Management Emerald Publishing

E‐government and service orientation: gaps between theory and practice

Download PDF
19 pages

Loading next page...
 
/lp/emerald-publishing/e-government-and-service-orientation-gaps-between-theory-and-practice-HDJ402dNmW
Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0951-3558
DOI
10.1108/09513550810846122
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to review selected literature on e‐government service orientation and highlight differences between academic theory and empirical findings. To date, there has been little support for predictions made in the e‐government conceptual literature. Design/methodology/approach – The paper is a conceptual framework for a literature review of e‐government and service orientation is presented. A systematic database search is then undertaken to identify the literature related to e‐government and service orientation. Suitable papers are selected, carefully read, and systematically analysed according to the conceptual framework. A discussion and relevant conclusions are then presented. Findings – The paper finds that a gap appears to exist between conceptual literature and empirical findings. For example, conceptual research claims that e‐government will result in a reduction of staff, yet no empirical findings have proven this. The present study applies institutional theory for understanding the fundamental reasons to this gap. Research limitations/implications – The paper is based on a literature review of 27 articles, three monographs and one edited volume focusing on service orientation and e‐government. It does not attempt to examine the full range of the literature available within the field of e‐government. Originality/value – This review paper uniquely considers the gaps between the theory and practice of e‐government service orientation, and identifies where they exist. Some possible explanations for the gaps are explored which can be of interest to both academics and practitioners working in the field.

Journal

International Journal of Public Sector Management – Emerald Publishing

Published: Jan 25, 2008

Keywords: Public administration; Research

References

  • Management fashion
    Abrahamson, E.
  • Governing in the Information Age
    Bellamy, C.; Taylor, J.A.
  • From street‐level to system‐level bureaucracies: how information and communication technology is transforming administrative discretion and constitutional control
    Bovens, M.; Zouridis, S.
  • Moving towards e‐government: a case study of organisational change process
    Burn, J.; Robins, G.
  • Realising e‐government in the UK: rural and urban challenges
    Choudrie, J.; Vishanth, W.; Jones, S.
  • The Role of eGovernment for Europe's Future
    Commission of the European Communities
  • E‐government in practice: an analysis of web site orientation to the citizens in Spanish municipalities
    Criado, J.I.; Ramilo, M.C.
  • A Behavioral Theory of the Firm
    Cyert, R.M.; March, J.G.
  • Integrated service delivery. Exploratory case studies of enterprise portal adoption in UK local government
    Daniel, E.; Ward, J.
  • E‐government in New Zealand: the local authority perspective
    Deakins, E.; Dillon, S.M.
  • The Iron Cage revisited: institutional isomorphism and collective rationality in organizational fields
    DiMaggio, P.J.; Powell, W.W.
  • Transforming governments through e‐government projects, I‐WAYS
    E‐commerce Developments
  • E‐government adoption: architectures and barriers
    Ebrahim, Z.; Irani, Z.
  • Quality in new service development: key concepts and a frame of reference
    Edvardsson, B.
  • ‘The IKEA saga’: how service culture drives service strategy
    Edvardsson, B.; Enquist, B.
  • Key concepts for new service developments
    Edvardsson, B.; Olsson, J.
  • Exploring city, county and state e‐government initiatives: an East Texas perspective
    Fagan, M‐H.
  • Building the Virtual State: Information Technology and Institutional Change
    Fountain, J.E.
  • The service concept: the missing link in service design research?
    Goldstein, S.M.; Johnston, R.; Duffy, J.; Rao, J.
  • Service Management and Marketing
    Grönroos, C.
  • Marketing revisited: the crucial role of the part time marketer
    Gummesson, E.
  • Relations between organizational culture, identity and image
    Hatch, M.J.; Schultz, M.
  • Implementing and Managing eGovernment: An International Text
    Heeks, R.
  • Different approaches to information reform
    Heeks, R.; Davies, A.
  • Reinventing local governments and the e‐government initiative
    Ho, A.T.
  • Enabling e‐governance through citizen relationship management – concept, model and applications
    Kannabiran, G.; Xavier, M.J.; Anantharaaj, A.
  • Successful e‐government in Singapore
    Ke, W.; Wei, K.K.
  • The Structure of Scientific Revolutions
    Kuhn, T.S.
  • Barriers to e‐government integration
    Lam, W.
  • Realizing the promise: government information systems and the fourth generation of information technology
    Landsbergen, D.; Wolken, G.
  • SERV*OR: a managerial measure of organizational service‐orientation
    Lytle, R.S.; Hom, P.W.; Mokwa, M.P.
  • Internet technologies: supporting transparency in the public sector
    McIvor, R.; McHugh, M.; Cadden, C.
  • Organizations
    March, J.G.; Simon, H.
  • Institutionalized organizations: formal structure as myth and ceremony
    Meyer, J.W.; Rowan, B.
  • Electronic government: linking citizens to public organizations through technology
    Milward, H.B.; Snyder, L.O.
  • The evolution of e‐government among municipalities: rhetoric or reality?
    Moon, M.J.
  • Does managerial orientation matter? The adoption of reinventing government and e‐government at the municipal level
    Moon, M.J.; Norris, D.F.
  • The effect of a market orientation on business profitability
    Narver, J.C.; Slater, S.F.
  • Strategic responses to institutional processes
    Oliver, C.
  • The information revolution and the new public management
    Reschenthaler, G.B.; Thompson, F.
  • Exploring the interrelations between electronic government and the new public management
    Schedler, K.; Scharf, M.C.
  • E‐government: an overview
    Schelin, S.H.
  • Winning the Service Game
    Schneider, B.; Bowen, D.E.
  • Institutions and Organizations
    Scott, W.R.
  • The business value of e‐government for small firms
    Thompson, D.V.; Rust, R.T.; Rhoda, J.
  • E‐government and the transformation of public administrations in EU countries. Beyond NPM or just a second wave of reforms?
    Torres, L.; Pina, V.; Royo, S.
  • United States Government Electronic Commerce Policy
    USA E‐Commerce Policy
  • Electronic government
    Verton, D.