A Framework for E-Service Implementation in the Developing Countries

H. S. Hassan, E. Shehab, J. Peppard

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

© 2013 by IGI Global. All rights reserved. This paper proposes a conceptual framework for explaining the main barriers and drivers of public eservice development and the relationships among them, especially in developing countries. This framework increases the chance of success of e-service projects in the governments of developing countries and provides a basic context within which the process and practice of e-service can be implemented successfully. This paper accomplishes this task by flowing from the traditional rigid context, which occurs in many developing countries, to full public e-service environment, emphasizing citizen-centric focus and digitalisation. The proposed framework builds on prior literature in the area of e-service development in public organisations and from the efforts undertaken in developing countries, considering e-government lessons learned in developing countries. The framework is flexible enough to be adopted by governments at different levels in developing countries around the world.
Original languageEnglish
Title of host publicationInternational Journal of Customer Relationship Marketing and Management
Pages55-68
Number of pages14
DOIs
Publication statusPublished - Jan 2011

Publication series

NameInternational Journal of Customer Relationship Marketing and Management
Volume2

Fingerprint Dive into the research topics of 'A Framework for E-Service Implementation in the Developing Countries'. Together they form a unique fingerprint.

Cite this