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The Role of Trust for Citizens’ Adoption of Public E-Services

In: Trust and Communication

Author

Listed:
  • Bettina Distel

    (University of Münster)

  • Holger Koelmann

    (University of Münster)

  • Florian Schmolke

    (University of Münster)

  • Jörg Becker

    (University of Münster)

Abstract

Digital services are ubiquitous in today’s world, marking it as the digital age. Public administrations are using information and communication technologies for decades now; however, public e-services are still not widely used by the intended users. Repeatedly, scholars highlight the importance of trust for the successful adoption of public e-services and much research has empirically investigated the role of trust for public e-service adoption. In face of the substantial amount of research, this chapter summarises the current debates surrounding this topic and provides empirical insights on the role of trust for public e-service use in Germany. The insights of both empirical studies, i.e. the literature review and the interviews, result in a generalised model of citizens’ trust in the context of e-government.

Suggested Citation

  • Bettina Distel & Holger Koelmann & Florian Schmolke & Jörg Becker, 2021. "The Role of Trust for Citizens’ Adoption of Public E-Services," Springer Books, in: Bernd Blöbaum (ed.), Trust and Communication, edition 1, pages 163-184, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-72945-5_8
    DOI: 10.1007/978-3-030-72945-5_8
    as

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