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Customizing eGovernment Support Services: A Value Co-Creation Perspective

Authors:
Maryanne Scutella
Carolin Plewa
Carmen Reaiche

Keywords: customization; e-Government; value co-creation; resource integration; information overload

Abstract:
Small businesses are an important part of the Australian economic landscape. Therefore, it is important that small businesses be supported to encourage sustainability and growth. One of the complexities in designing and delivering relevant e-Government support services in this context is the diversity of small businesses, in particular when considering their existing resource base (such as experience, knowledge and skills), the resources they are seeking and the way they integrate their own resources with those of others. Customization is proposed to address the diverse nature of resources and resource integration, as it presents resources that are specific and relevant to the business. Indeed, the lack of perceived relevance is understood to act as a barrier to small businesses accessing support services that may be overcome by customization. However, research is yet to consider the role of customization of support services as a way to maximizing resource integration and value co-creation for small businesses. This research aims to address this limitation by developing a framework for increasing value-in-use from support services in the context of e-Government digital support systems. The suggested framework can then build the foundation for future empirical research in this area.

Pages: 30 to 33

Copyright: Copyright (c) IARIA, 2020

Publication date: March 22, 2020

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-760-3

Location: Valencia, Spain

Dates: from November 21, 2020 to November 25, 2020