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Cited by 83

The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.

The impact of chatbots on public service provision: A qualitative interview study with citizens and public service providers

Larsen, Anna Grøndahl, Følstad, Asbjørn·2024·Government Information Quarterly
DOI 10.1016/j.giq.2024.101927
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Show all 9 references

Research works printed but not linked: 30

  1. Amiri, 2022, Chatbot use cases in the Covid-19 public health response, Journal of the American Medical Informatics Association, 29, 1000, 10.1093/jamia/ocac014 · DOI
  2. Aoki, 2020, An experimental study of public trust in AI chatbots in the public sector, Government Information Quarterly, 37, 10.1016/j.giq.2020.101490 · DOI · Paper page
  3. Bannister, 2014, ICT, public values and transformative government: A framework and programme for research, Government Information Quarterly, 31, 119, 10.1016/j.giq.2013.06.002 · DOI · Paper page
  4. Brown, 2021, Understanding public value – Why does it matter?, International Journal of Public Administration, 44, 803, 10.1080/01900692.2021.1929558 · DOI
  5. Cordella, 2012, A public value perspective for ICT enabled public sector reforms: A theoretical reflection, Government Information Quarterly, 29, 512, 10.1016/j.giq.2012.03.004 · DOI · Paper page
  6. Cordella, 2018, ICTs and value creation in public sector: Manufacturing logic vs service logic, Information Polity, 23, 125, 10.3233/IP-170061 · DOI
  7. De Graaf, 2016, Coping with public value conflicts, Administration and Society, 48, 1101, 10.1177/0095399714532273 · DOI
  8. Følstad, 2023, User interactions with a municipality chatbot—Lessons learnt from dialogue analysis, International Journal of Human Computer Interaction, 10.1080/10447318.2023.2238355 · DOI
  9. Fukumoto, 2021, Public values theory: What is missing?, The American Review of Public Administration, 49, 635, 10.1177/0275074018814244 · DOI
  10. Goh, 2020, IT value creation in public sector: How IT-enabled capabilities mitigate tradeoffs in public organisations, European Journal of Information Systems, 29, 25, 10.1080/0960085X.2019.1708821 · DOI
  11. Haugeland, 2022, Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design, International Journal of Human-Computer Studies, 161, 10.1016/j.ijhcs.2022.102788 · DOI · Paper page
  12. Hilhorst, 2022, Efficiency gains in public service delivery through information technology in municipalities, Government Information Quarterly, 39, 10.1016/j.giq.2022.101724 · DOI
  13. Jørgensen, 2007, Public values: An inventory, Administration and Society, 39, 354, 10.1177/0095399707300703 · DOI · Paper page
  14. Karunasena, 2012, Critical factors for evaluating the public value of e-government in Sri Lanka, Government Information Quarterly, 29, 76, 10.1016/j.giq.2011.04.005 · DOI · Paper page
  15. Luo, 2021, A critical review of state-of-the-art chatbot designs and applications, WIREs Data Mining and Knowledge Discovery, 12, 1
  16. Makasi, 2020, Chatbot-mediated public service delivery: A public service value-based framework, First Monday, 25
  17. Makasi, 2022, Public service values and chatbots in the public sector: Reconciling designer efforts and user expectations, 2334, 10.24251/HICSS.2022.292 · DOI
  18. Makasi, 2021, A typology of chatbots in public service delivery, IEEE Software, 39, 58, 10.1109/MS.2021.3073674 · DOI
  19. Maragno, 2021, E-government for public values creation: A systematic literature review, 386
  20. Meynhardt, 2009, Public value inside: What is public value creation?, International Journal of Public Administration, 32, 192, 10.1080/01900690902732632 · DOI · Paper page
  21. Minelli, 2018, Citizen feedback as a tool for continuous improvement in local bodies, International Journal of Public Sector Management, 31, 46, 10.1108/IJPSM-01-2017-0010 · DOI
  22. van Noordt, 2022, Artificial intelligence for the public sector: results of landscaping the use of AI in government across the European Union, Government Information Quarterly, 39, 101714, 10.1016/j.giq.2022.101714 · DOI · Paper page
  23. O‘Flynn, 2021, Where to for public value? Taking stock and moving on, International Journal of Public Administration, 44, 867, 10.1080/01900692.2021.1884696 · DOI
  24. Rose, 2014, Managing e-government: Value positions and relationships, Information Systems Journal, 25, 531, 10.1111/isj.12052 · DOI
  25. Scupola, 2022, Co-production in digital transformation of administration and public value creation: The case of Denmark, Government Information Quarterly, 39, 10.1016/j.giq.2021.101650 · DOI
  26. Twizeyimana, 2019, The public value of E-government: A literature review, Government Information Quarterly, 36, 167, 10.1016/j.giq.2019.01.001 · DOI · Paper page
  27. Vassilakopoulou, 2022, Developing human/AI interactions for chat-based customer services: Lessons learned from the Norwegian government, European Journal of Information Systems, 32, 10, 10.1080/0960085X.2022.2096490 · DOI
  28. Verne, 2022, How can I help you? A chatbot’s answers to citizens’ information needs, Scandinavian Journal of Information Systems, 34, 233
  29. Zhang, 2022, Orchestrating artificial intelligence for urban sustainability, Government Information Quarterly, 39, 10.1016/j.giq.2022.101720 · DOI
  30. Zhang, 2023, Organizational factors affecting successful implementation of chatbots for customer service, Journal of Internet Commerce, 22, 122, 10.1080/15332861.2021.1966723 · DOI

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Metadata

Authors
Larsen, A. G., & Følstad, A.
Venue
Government Information Quarterly
Publisher
Elsevier BV
Published
2024-06
Volume
41
Issue
2
Pages
101927
ISSN
0740-624X
DOI
10.1016/j.giq.2024.101927
Cited by
83
References
9
Language
en
Licence
Funders
Horizon 2020

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CoChat. (2026). Citation check: The impact of chatbots on public service provision: A qualitative interview study with citizens and public service providers. https://app.cochat.ai/papers/10.1016/j.giq.2024.101927
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Larsen, A. G., & Følstad, A. (2024). The impact of chatbots on public service provision: A qualitative interview study with citizens and public service providers. Government Information Quarterly. https://doi.org/10.1016/j.giq.2024.101927

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.