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Public Social Media Services: A Citizen's Perspective

  • Social media platforms are increasingly used in the public administration context. Against this background, this study not only derives and tests the impact of determinants that explain citizens’ intention to use social media channels of public services, but also examines to what extent their intention to use influences their intention to recommend these services to others (word of mouth). An expanded technology acceptance model (TAM) was tested based on data from a survey of 164 citizens. The model provides insight into the creation of social media applications of public authorities, for example, by providing four determinants that significantly influence citizens’ intention to use Facebook pages of public institutions as well as their intention to recommend the page to other citizens.

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Author:Bernd W. Wirtz, Vincent Göttel, Paul F. Langer, Marc-Julian Thomas
Parent Title (English):Public Performance and Management Review
Place of publication:Armonk, NY
Document Type:Article
Year of Completion:2016
Year of first Publication:2020
Publishing Institution:Deutsches Forschungsinstitut für öffentliche Verwaltung
Release Date:2020/06/29
Tag:Facebook; intention to use; social media; structural equation modeling; technology acceptance model
Popular scientific document:Nein
Reviewed Document?:Ja
First Page:1342
Last Page:1358
Documents ordered by chairs:Lehrstuhl für Informations- und Kommunikationsmanagement (Univ.-Prof. Dr. Bernd W. Wirtz)
Documents of the German Research Institute for Public Administration (FÖV):Sonstige Schriften
Access Rights:Frei zugänglich
Licence (German):License LogoUrheberrechtlich geschützt