Hashim, Noor Hazarina and Wan Mohamad, Wan Maisara (2010) The effectiveness of email use by Malaysia Government Ministries. In: International Conference on Business and Economic Research (ICBER) , 15-16 Mac 2010, Kuching, Sarawak.
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This study used a mystery email approach to investigate the effectiveness of email use by Malaysian Government agencies. The ministries had difficulty in providing quality email response across the five criteria, prompt, polite, professional, personal and promotions. The poor responsiveness and quality by the ministries illustrate that better email policies and training would give the ministries an immediate competitive advantage via improved email customer service. The article closes with practical suggestions to improve email and future research
|Item Type:||Conference or Workshop Item (Paper)|
|Uncontrolled Keywords:||electronic government, information technology, online services, email|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
?? HD30 ??
|Divisions:||Management and Human Resource Development|
|Deposited By:||Liza Porijo|
|Deposited On:||26 Sep 2012 02:13|
|Last Modified:||26 Sep 2012 02:13|
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