Abstract
The theoretical foundations of citizen engagement are largely unexplored despite the existence of frameworks for social media-based citizen–government interactions. Although the service-dominant (SD) logic-informed theorization of the related customer engagement (CE) concept has been widely actuated, knowledge of citizens’ engagement with the government is scant, causing a significant research gap. Therefore, based on the S-D logic-informed CE, we conceptualize citizens–government engagement (CGE) as a citizen’s cognitive, emotional, behavioural, and social activity during/related to citizen–government interactions. Then, we propose an S-D logic-informed CGE framework in the social media context. In this Facebook Australia commissioned research, we empirically test the framework using a case study of 68 Australian federal government-owned Facebook pages in a sample from January 2013 to January 2016. Our results demonstrated that CGE is multidimensional and fluctuating, like CE. We also demonstrate the role of
| Original language | English |
|---|---|
| Title of host publication | ACIS 2024 Proceedings |
| Editors | Shirley Gregor, Craig McDonald, Blooma John, Ahmed Imran, Israr Qureshi, Ghassan Beydoun, Juliana Sutanto, Nilmini Wickramasinghe, Micheal Axelsen, Hamed Sarbazhosseini |
| Publisher | AIS Electronic Library (AISeL) |
| Pages | 1-12 |
| Number of pages | 12 |
| Publication status | Published - Oct 2024 |
| Event | Australasian Conference on Information Systems 2024: Digital Futures for a Sustainable Society - Canberra, Canberra, Australia Duration: 4 Dec 2024 → 6 Dec 2024 Conference number: 34 https://acis.aaisnet.org/acis2024/ |
Conference
| Conference | Australasian Conference on Information Systems 2024 |
|---|---|
| Abbreviated title | ACIS 2024 |
| Country/Territory | Australia |
| City | Canberra |
| Period | 4/12/24 → 6/12/24 |
| Internet address |
