Exploring information-seeking processes by businesses: analyzing source and channel choices in business-to-government service interactions

Abstract

With the rise of electronic channels it has become easier for businesses to consult various types of information sources in information-seeking processes. Governments are urged to rethink their role as reliable information source and the roles of their (electronic) service channels to provide efficient service support. This article addresses how governments cope with the availability of numerous sources and channels and focuses on similarities, differences and interdependencies between source and channel selection processes. Individual and group interviews were held with businesses throughout the Netherlands. The results indicate that some factors influence source and channel choices (e.g. task characteristics), others influence only channel choice (e.g. situational factors, channel characteristics). Source and relationship characteristics uncover interdependencies between both, since these source-related concepts influence channel choices. Further insight is needed to increase our understanding and come to an integrated theory of source and channel choices in information-seeking processes. Points for practitioners The channels used by the government are in their own control (i.e. information quality); however, other sources and their channels are outside their control. Management of these sources can be realized through strategic partnerships with crucial sources. The first implication is that governments provide content to other sources, which these sources can use for advice to its customers. The second implication concerns the use of cross-referrals between sources and their channels. For instance, the government website contains a recommendation to call an advisor for specific information since this source-channel combination provides only general information.