探索游戏化客户体验对电子政务数字平台持续意向的影响：实证调查

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS Information & Management Pub Date : 2024-05-21 DOI:10.1016/j.im.2024.103986

RunZe Liu , Jose Benitez , Lin Zhang , Zhen Shao , JiaNing Mi

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引用次数: 0

摘要

政府意识到，现有的客户体验工作与公民对实施电子政务数字平台（DPEG）的期望之间存在巨大差距，这阻碍了公民的持续意愿。本研究提出了一项名为 "游戏化客户体验 "的新举措。基于动机视角，我们开发并测试了一个概念研究模型。我们发现，游戏化客户体验对内在和外在动机以及对 DPEG 的持续意向都有积极影响。我们的研究结果丰富了有关数字平台、客户体验、动机类型和行为的 IS 研究。我们还为实施 DPEG 以执行游戏化客户体验战略提供了实用指南。

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Exploring the influence of gamification-enabled customer experience on continuance intention towards digital platforms for e-government: An empirical investigation

Governments realize a significant gap exists between existing efforts in customer experience and citizen expectations for implementing a digital platform in e-government (DPEG), hindering citizens’ continuance intention. This study proposes a novel initiative called gamification-enabled customer experience. Based on the motivational lens, we develop and test a conceptual research model. We find that gamification-enabled customer experience positively impacts intrinsic and extrinsic motivations and continuance intention towards DPEG. Our results enrich IS research on digital platforms, customer experience, types of motivation, and behavior. We also offer practical guidelines for implementing a DPEG to execute gamified customer experience strategies.

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来源期刊

Information & Management 工程技术-计算机：信息系统

CiteScore

17.90

自引率

6.10%

发文量

123

审稿时长

1 months

期刊介绍： Information & Management is a publication that caters to researchers in the field of information systems as well as managers, professionals, administrators, and senior executives involved in designing, implementing, and managing Information Systems Applications.