Digital services are ubiquitous in today's world, marking it as the digital age. Public administrations are using information and communication technologies for decades now; however, public e-services are still not widely used by the intended users. Repeatedly, scholars highlight the importance of trust for the successful adoption of public e-services and much research has empirically investigated the role of trust for public e-service adoption. In face of the substantial amount of research, this chapter summarises the current debates surrounding this topic and provides empirical insights on the role of trust for public e-service use in Germany. The insights of both empirical studies, i.e. the literature review and the interviews, result in a generalised model of citizens' trust in the context of e-government.
CITATION STYLE
Distel, B., Koelmann, H., Schmolke, F., & Becker, J. (2021). The role of trust for citizens’ adoption of public e-services. In Trust and Communication: Findings and Implications of Trust Research (pp. 163–184). Springer International Publishing. https://doi.org/10.1007/978-3-030-72945-5_8
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