Abstract
The purpose of this conceptual chapter is to show, within a service science approach, that the improvement of e-services (and not just of services) is based not only on further development of ICTs (e.g., band width and computing power) but on the effective exchange of knowledge (including tacit knowledge) between providers and consumers enabled by the interplay of technology and people through specific acts of organizing. To this end, e-government has been chosen as an area of investigation and exploration because of the number of heterogeneous actors involved (individuals and public and private organizations), of the extensive use of technology, and of the issues that are being debated. Furthermore, the field has been an object of study for several years so that the available literature to draw upon is rich. Results show that the basic tenets of service science developed so far are an appropriate lens to understand current concerns in e-government and, conversely, the results of research on this subject can help address some key questions in e-service studies.
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Depaoli, P. (2013). Acts of Organizing and Knowledge Sharing: Key Factors Towards a Non-positivist Development of E-Service Studies. In: Spagnoletti, P. (eds) Organizational Change and Information Systems. Lecture Notes in Information Systems and Organisation, vol 2. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-37228-5_8
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