Willem Pieterson, Cindy Weng. Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery. In Gabriela Viale Pereira, Marijn Janssen, Habin Lee, Ida Lindgren, Manuel Pedro Rodríguez Bolívar, Hans Jochen Scholl, Anneke Zuiderwijk, editors, Electronic Government - 19th IFIP WG 8.5 International Conference, EGOV 2020, Linköping, Sweden, August 31 - September 2, 2020, Proceedings. Volume 12219 of Lecture Notes in Computer Science, pages 138-150, Springer, 2020. [doi]
Abstract is missing.