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The Effects of Co-creation on Citizens’ Intentions to Accept Virtual Civil Servants

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Electronic Government and the Information Systems Perspective (EGOVIS 2018)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 11032))

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Abstract

Many governments have implemented software agents – virtual civil servants (VCSs) – in order to offer citizens better experiences when they choose the service they require. However, VCSs have not created as many benefits as was originally expected of them, leaving citizens frustrated and dissatisfied. Consequently, effective VCS design has become a critical issue. Grounded on previous research into co-creation, we suggest that citizens would perceive VCSs to be more effective if the agents were to engage them in the co-creation process by interacting directly with them; this would also enable the VCSs to provide services that are more closely aligned with citizens’ preferences. Hence, this study will contribute to e-Government literature by explaining how a co-creation policy regarding VCSs’ might impact on both citizens’ behavior and on their subsequent acceptance of what they have to offer. A key practical implication of our findings, therefore, is that governments may benefit substantially from collating citizens’ preferences, while citizens would receive the required services more effectively, thereby engendering a sense of satisfaction toward their governments.

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Authors and Affiliations

  1. Department of Management, Imperial College Business School, Imperial College London, South Kensington, London, SW7 2AZ, UK

    Yuting Lin

  2. Department of Management Information Systems, National Chiayi University, Chiayi, 60054, Taiwan

    Her-Sen Doong

Authors
  1. Yuting Lin
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  2. Her-Sen Doong
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Correspondence to Her-Sen Doong .

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Editors and Affiliations

  1. Corvinus University of Budapest, Budapest, Hungary

    Andrea Kő

  2. Institute of Legal Information Theory and Techniques, Florence, Italy

    Enrico Francesconi

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Lin, Y., Doong, HS. (2018). The Effects of Co-creation on Citizens’ Intentions to Accept Virtual Civil Servants. In: Kő, A., Francesconi, E. (eds) Electronic Government and the Information Systems Perspective. EGOVIS 2018. Lecture Notes in Computer Science(), vol 11032. Springer, Cham. https://doi.org/10.1007/978-3-319-98349-3_2

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  • DOI: https://doi.org/10.1007/978-3-319-98349-3_2

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-98348-6

  • Online ISBN: 978-3-319-98349-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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