Exploring the influence of gamification-enabled customer experience on continuance intention towards digital platforms for e-government: An empirical investigation
IF 8.2 2区 管理学Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS
RunZe Liu , Jose Benitez , Lin Zhang , Zhen Shao , JiaNing Mi
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引用次数: 0
Abstract
Governments realize a significant gap exists between existing efforts in customer experience and citizen expectations for implementing a digital platform in e-government (DPEG), hindering citizens’ continuance intention. This study proposes a novel initiative called gamification-enabled customer experience. Based on the motivational lens, we develop and test a conceptual research model. We find that gamification-enabled customer experience positively impacts intrinsic and extrinsic motivations and continuance intention towards DPEG. Our results enrich IS research on digital platforms, customer experience, types of motivation, and behavior. We also offer practical guidelines for implementing a DPEG to execute gamified customer experience strategies.
期刊介绍：
Information & Management is a publication that caters to researchers in the field of information systems as well as managers, professionals, administrators, and senior executives involved in designing, implementing, and managing Information Systems Applications.
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