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A Framework for E-Service Implementation in the Developing Countries

A Framework for E-Service Implementation in the Developing Countries

H. S. Hassan, E. Shehab, J. Peppard
Copyright: © 2011 |Volume: 2 |Issue: 1 |Pages: 14
ISSN: 1947-9247|EISSN: 1947-9255|EISBN13: 9781613506172|DOI: 10.4018/jcrmm.2011010104
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MLA

Hassan, H. S., et al. "A Framework for E-Service Implementation in the Developing Countries." IJCRMM vol.2, no.1 2011: pp.55-68. http://doi.org/10.4018/jcrmm.2011010104

APA

Hassan, H. S., Shehab, E., & Peppard, J. (2011). A Framework for E-Service Implementation in the Developing Countries. International Journal of Customer Relationship Marketing and Management (IJCRMM), 2(1), 55-68. http://doi.org/10.4018/jcrmm.2011010104

Chicago

Hassan, H. S., E. Shehab, and J. Peppard. "A Framework for E-Service Implementation in the Developing Countries," International Journal of Customer Relationship Marketing and Management (IJCRMM) 2, no.1: 55-68. http://doi.org/10.4018/jcrmm.2011010104

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Abstract

This paper proposes a conceptual framework for explaining the main barriers and drivers of public e-service 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.

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