Capturing trust in public service encounters: Mapping trust along life event citizen journeys
| dc.contributor.author | Nowak, David | |
| dc.contributor.editor | Wimmer, Maria A. | |
| dc.contributor.editor | Räckers, Michael | |
| dc.contributor.editor | Hünemohr, Holger | |
| dc.date.accessioned | 2024-09-23T09:21:57Z | |
| dc.date.available | 2024-09-23T09:21:57Z | |
| dc.date.issued | 2024 | |
| dc.description.abstract | Understanding and fostering citizen trust is crucial for effective public service delivery, where citizens must take risks vis a vis the state, or where collaboration and adherence to rules is especially important. This article proposes a systematic approach to develop a deeper comprehension of how trust is gained and lost during specific service interactions. Building on prior work on where trust may be gained or lost in a generic citizen journey [Di22b] this article proposes identifying life event services, where trust is particularly important and creating citizen journeys, from the perspective of relevant segments of the population. | en |
| dc.identifier.doi | 10.18420/rvi2024-05 | |
| dc.identifier.isbn | 978-3-88579-745-6 | |
| dc.identifier.issn | 2944-7682 | |
| dc.identifier.pissn | 1617-5468 | |
| dc.identifier.uri | https://dl.gi.de/handle/20.500.12116/44623 | |
| dc.language.iso | en | |
| dc.publisher | Gesellschaft für Informatik e.V. | |
| dc.relation.ispartof | 7. Fachtagung Rechts- und Verwaltungsinformatik (RVI 2024): Neue Wege der Zusammenarbeit und Vernetzung für digitale Transformation und Verwaltungsmodernisierung | |
| dc.relation.ispartofseries | Lecture Notes in Informatics (LNI) - Proceedings, Volume P-351 | |
| dc.subject | Trust | |
| dc.subject | Citizen Journey | |
| dc.subject | Life event | |
| dc.title | Capturing trust in public service encounters: Mapping trust along life event citizen journeys | en |
| dc.type | Text/Research Paper | |
| gi.citation.endPage | 71 | |
| gi.citation.publisherPlace | Bonn | |
| gi.citation.startPage | 61 | |
| gi.conference.date | 25.-26. September 2024 | |
| gi.conference.location | Wiesbaden | |
| gi.conference.review | full | |
| gi.conference.sessiontitle | Nutzerbasierter Zugang |
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