Sunil Choenni, Erik Leertouwer, Tony Busker, Ingrid Mulder. The "dark side" of information technology: a survey of IT-related complaints from citizens. In John Carlo Bertot, Karine Nahon, Soon Ae Chun, Luis F. Luna-Reyes, Vijay Atluri, editors, Proceedings of the 12th Annual International Conference on Digital Government Research, DG.O 2011, College Park, MD, USA, June 12 - 15, 2011. ACM International Conference Proceeding Series, pages 204-212, Digital Government Research Center, 2011. [doi]
Abstract is missing.