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Capturing trust in public service encounters: Mapping trust along life event citizen journeys

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dc.contributor.authorNowak, David
dc.contributor.editorWimmer, Maria A.
dc.contributor.editorRäckers, Michael
dc.contributor.editorHünemohr, Holger
dc.date.accessioned2024-09-23T09:21:57Z
dc.date.available2024-09-23T09:21:57Z
dc.date.issued2024
dc.description.abstractUnderstanding 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.doi10.18420/rvi2024-05
dc.identifier.isbn978-3-88579-745-6
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/44623
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartof7. Fachtagung Rechts- und Verwaltungsinformatik (RVI 2024): Neue Wege der Zusammenarbeit und Vernetzung für digitale Transformation und Verwaltungsmodernisierung
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-351
dc.subjectTrust
dc.subjectCitizen Journey
dc.subjectLife event
dc.titleCapturing trust in public service encounters: Mapping trust along life event citizen journeysen
dc.typeText/Research Paper
gi.citation.endPage71
gi.citation.publisherPlaceBonn
gi.citation.startPage61
gi.conference.date25.-26. September 2024
gi.conference.locationWiesbaden
gi.conference.reviewfull
gi.conference.sessiontitleNutzerbasierter Zugang

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P351 - 7. Fachtagung Rechts- und Verwaltungsinformatik (RVI 2024)