THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

Jeroen van Grondelle; Marlies van Steenbergen; Aletta Smits; Tijs Timmerman; Koen van Turnhout; Harald Pol

doi:10.18690/um.fov.6.2023

THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

Jeroen van Grondelle, Marlies van Steenbergen, Aletta Smits, Tijs Timmerman, Koen van Turnhout, Harald Pol

Research output: Contribution to conference › Paper › Academic

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Abstract

Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.

Translated title of the contribution	De Anatomie van een Persoonlijke Dienst: de Acht Dimensie van 'Persoonlijk'
Original language	English
Pages	1-13
Number of pages	13
DOIs	https://doi.org/10.18690/um.fov.6.2023
Publication status	Published - 1 Jun 2023
Externally published	Yes
Event	36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability - Slovenia, Slovenia Duration: 25 Jun 2023 → 28 Jun 2023 https://bledconference.org/conference-programme/

Conference

Conference	36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability
Country/Territory	Slovenia
Period	25/06/23 → 28/06/23
Internet address	https://bledconference.org/conference-programme/

Keywords

personal service
digitalization
digitalisation
public organizations
public organisations

Access to Document

10.18690/um.fov.6.2023Licence: CC BY

The Anatomy of a Personal Service (Van Grondelle et al., 2023)Final published version, 303 KBLicence: CC BY

Cite this

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title = "THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'",

abstract = "Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.",

keywords = "personal service, digitalization, digitalisation, public organizations, public organisations, persoonlijke service, digitalisering, publieke organisaties",

author = "{van Grondelle}, Jeroen and {van Steenbergen}, Marlies and Aletta Smits and Tijs Timmerman and {van Turnhout}, Koen and Harald Pol",

year = "2023",

month = jun,

day = "1",

doi = "10.18690/um.fov.6.2023",

language = "English",

pages = "1--13",

note = "36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability ; Conference date: 25-06-2023 Through 28-06-2023",

url = "https://bledconference.org/conference-programme/",

}

van Grondelle, J, van Steenbergen, M, Smits, A, Timmerman, T, van Turnhout, K & Pol, H 2023, 'THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'', Paper presented at 36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability, Slovenia, 25/06/23 - 28/06/23 pp. 1-13. https://doi.org/10.18690/um.fov.6.2023

TY - CONF

T1 - THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

AU - van Grondelle, Jeroen

AU - van Steenbergen, Marlies

AU - Smits, Aletta

AU - Timmerman, Tijs

AU - van Turnhout, Koen

AU - Pol, Harald

PY - 2023/6/1

Y1 - 2023/6/1

N2 - Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.

AB - Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.

KW - personal service

KW - digitalization

KW - digitalisation

KW - public organizations

KW - public organisations

KW - persoonlijke service

KW - digitalisering

KW - publieke organisaties

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DO - 10.18690/um.fov.6.2023

M3 - Paper

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EP - 13

T2 - 36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability

Y2 - 25 June 2023 through 28 June 2023

ER -

THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

Abstract

Conference

Keywords

Access to Document

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Cite this