Abdou Illia

E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

Interacting effect of conformity and critical mass in technology acceptance: a conceptual model

This paper explores the interacting effect of motivation to comply on the relationship between subjective norms and perceived usefulness of smartphones, as an example of interactive technologies. It also explores the interacting effect of the mass of users (in the user’s social and organisational context) on the relationship between perceived usefulness and actual usage of smartphones. Based on a thorough review of both the IS and the social psychology literatures, the paper proposes a conceptual model for assessing the interacting effect of motivation to comply and mass of users in IT acceptance along with eight research propositions. Theoretical and practical implications of the proposed model are discussed, which include how the significance of the interacting effects of motivation to comply and mass of users may help shape mobile service providers’ marketing strategies.