Purpose – This paper aims to thoroughly review the research literature concerning e‐service in the public sector (2000‐2009) for the purpose of summarising and synthesising the arguments and ideas of the main contributors to the development of e‐service research and explore the different perspectives. In addition, the paper attempts to identify the key characteristics of e‐service; and to gather conceptual perspectives on the nature, scope, and transformation to e‐service. Design/methodology/approach – A classification of the relevant publications that are concerned with the theory and application of e‐service is presented together with potential future research areas. Findings – Most of the literature has focused on the underlying perspectives of approaches to e‐service. It clearly acknowledges that contextual issues and factors influence e‐service. However, there is still no standard definition of the concept and vagueness about what exactly e‐service is, creating confusion and comparability issues, and making it difficult for researchers to build on each others' work. In addition, the key underlying theme throughout the literature is that e‐service in the public sector necessitates closer working relationships between government stakeholders. Originality/value – By reviewing the relevant publications, the paper develops a clear articulation of the concept, nature, boundaries, components, and elements of e‐service which is significant in order to understand the e‐service research better and manage e‐service in the public sector. With a rapid growth in the volume of research output on the topic of e‐service, the paper considers different viewpoints, theories, and methods in e‐service research to date to draw conclusions about current status and possible future directions for e‐service in the public sector.
Business Process Management Journal – Emerald Publishing
Published: Jun 7, 2011
Keywords: Electronic commerce; Service levels; Public sector organizations; Government
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