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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: © 2013 |Pages: 14
ISBN13: 9781466636316|ISBN10: 1466636319|EISBN13: 9781466636323
DOI: 10.4018/978-1-4666-3631-6.ch004
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MLA

Hassan, H. S., et al. "A Framework for E-Service Implementation in the Developing Countries." Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, edited by Riyad Eid, IGI Global, 2013, pp. 54-67. https://doi.org/10.4018/978-1-4666-3631-6.ch004

APA

Hassan, H. S., Shehab, E., & Peppard, J. (2013). A Framework for E-Service Implementation in the Developing Countries. In R. Eid (Ed.), Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies (pp. 54-67). IGI Global. https://doi.org/10.4018/978-1-4666-3631-6.ch004

Chicago

Hassan, H. S., E. Shehab, and J. Peppard. "A Framework for E-Service Implementation in the Developing Countries." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, edited by Riyad Eid, 54-67. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-3631-6.ch004

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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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