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The purpose of this paper is to analyse the introduction of citizen services in the public libraries in Denmark. The paper focuses on how library staff has perceived the introduction and how the library visitors look at it. The paper further elicits information about differences between library visitors using this service and visitors not using it.

The paper examines the introduction of citizen services in two local libraries. It focuses on staff reactions and perceptions and it also analyses the use and perception of the service in relation to the traditional services. The paper is based on interviews with the involved library staff, citizen service users and administrative staff. The paper is also founded on a survey among library visitors in the two libraries. The survey was conducted as an on‐line and a paper‐based survey.

The major findings of the paper are that the library staff as a whole welcome the new work tasks because they feel that it is of value for the local community. The findings also indicate that a feared conflict between service tasks and authority tasks did not pose a problem in reality. The library visitors as a whole also welcomed the citizen service in the local libraries and perceived it as a kind of service improvement. Nearly, 25 per cent of the users have used this service in the library and they appreciated it very much. However, the service does not rank high in the visitors' perception of significance of library services. It indicates that the library visitors appreciate new services that are convenient but also that it does not matter that much. The paper also indicates that it is frequent library visitors who use citizen services in library most. There is no indication of the new library users as an effect of the introduction of citizen services in the library.

The limitation is, of course, that the paper is based on a study of only two local branches and it would be scientifically problematic to generalise the results – at least in a statistical sense.

The paper is based on a traditional evaluation study. It is one of the comprehensive assessments of introduction of citizen services in Denmark and some of the findings will be of wider interest for other libraries that intend to take up the cooperative service.

The most frequent type of citizen complaint filed against police officers involves how the officer uses interpersonal communication. The most common context of police‐citizen contact is the traffic stop, and verbal judo is the most widely used police training program in interpersonal communication intended to reduce citizen complaints and improve citizen cooperation. However, does verbal judo meet citizen expectations for appropriate traffic stop behavior? In order to determine what communication behaviors citizens view as appropriate during traffic stops, a sample of 245 college students were surveyed about their preferences with regard to the officers' behavior. The responses of the sample support the use of verbal judo techniques during routine traffic stops. The responses also demonstrated support for the theory of procedural justice.

According to the “New Public Management” paradigm, citizens are viewed as active participants through all the different steps of service planning and provision. Nonetheless, citizens' involvement is still far from being systematically applied within local governments. The purpose of this paper is to give a contribution to this stream of research by investigating whether a part of this resistance could be explained by the differences between public administrators and elected officials' perspectives on the role of the citizens in service quality improvement processes.

A mail survey was conducted among a sample of Italian town municipalities in May and June of 2010. A total of 102 questionnaires were returned (59 from politicians and 43 from public managers), and these questionnaires were then analysed through t‐tests and regressions.

Findings support the existence of a statistically significant difference between public administrators' and elected officials' attitudes. Differences exist in three main issues: the relative importance of citizens as sources of inputs to improve public service quality, the objectives of citizens' involvement and the structure of citizens' preferences.

Results could have been influenced by the degree of New Public Management development within the specific research setting (Italian local governments).

Formalising the role, the timing and the contribution of citizens' involvement to the municipal decision‐making process could help to mitigate the mentioned dualism. Creating a favourable cultural background and sharing a citizen‐oriented vision within the whole organisation, from top levels to front‐line employees, is fundamental.

This paper is the first to suggest that these resistances toward involving citizens in quality improvement processes could be due to the differences between administrators' and elected officials' perspectives.

This study aims to examine the role of trust and digital literacy in influencing citizens’ adoption of e-government services.

Grounded in the technology acceptance model (TAM), a research model was developed focusing on e-filing services adoption. Hypotheses were formulated to assess the moderating effect of digital literacy on the relationship between trust and the key TAM determinants of perceived usefulness and perceived ease of use. A questionnaire-based survey of 876 citizens who have used e-filing using the snow-ball sampling technique was adopted to generate data. The data was analyzed using PLS-SEM through the aid of SmartPLS 4 to assess the measurement model and structural relationships.

Trust positively influences perceived usefulness and ease of use, which in turn drive adoption. Additionally, digital literacy significantly moderates the impact of trust on usefulness and ease of use perceptions – the effect is stronger for higher digital literacy.

The study adopted a single country developing economy context limiting cross-cultural applicability. Second, the focus on e-filing adoption precludes insights across other e-government services. Third, the reliance on perceptual measures risks respondent biases and fourth, the study is a cross-sectional survey design.

The findings emphasize multifaceted strategies to accelerate e-government adoption. Nurturing citizen trust in e-government systems through enhanced reliability, security and transparency remains vital. Simultaneously, initiatives to cultivate digital access, skills and proficiencies across population segments need to be undertaken.

This study integrates trust and digital literacy within the theoretical model to provide a more holistic understanding of adoption determinants. It highlights the need for balanced technology-enabled and social interventions to foster acceptance of e-government services.

This study aims to identify the impact of drivers of citizens’ e-loyalty on e-government services. This study focused on the impact of e-service quality (e-SQ) on e-loyalty, mediated by e-trust. In addition, the study examined the moderating role of system anxiety.

To accomplish the study’s objectives, a self-administered questionnaire was created to collect data, and the sample size was chosen to align with the requirements of the structural equation modeling (SEM) approach. Out of the distributed questionnaires, 532 were deemed valid and suitable for analysis in this research. Data screening was performed, and no questionnaires were excluded from the analysis.

The study findings underscore the significance of enhancing e-SQ for improved trust, satisfaction and engagement in e-government initiatives. Decision-makers should prioritize streamlined processes, user-friendly interfaces and responsive support. Crucial elements for fostering trust include transparency, accountability and data security. Personalized services, citizen engagement and continuous feedback evaluation contribute to citizen satisfaction and loyalty. Addressing system anxiety is vital through clear instructions and accessible support. Implementation of these recommendations is expected to lead to successful e-government initiatives and increased e-service adoption. The study highlights the importance of maintaining high e-SQ standards, trust-building measures and adopting a holistic approach for sustained positive user experiences in government e-services.

This study found a significant positive influence of e-SQ on e-loyalty showing a strong positive correlation between e-SQ, e-loyalty and e-service. Statistical analysis reported a significant positive mediating role of e-trust in the relationship between e-SQ and e-loyalty. Moreover, system anxiety exhibited a strong significant negative moderating role on the relationship between e-SQ and e-trust.

Practical implications of the study emphasize the importance of improving e-SQ, enhancing transparency, strengthening security measures, adopting user-centric design principles and continuously evaluating and improving e-services. By implementing these recommendations, decision-makers can foster trust, satisfaction and improve engagement and adoption of e-government initiatives in the Jordanian context as a developing country.

The study explores the factors influencing citizens’ loyalty to e-government services in Jordan, acknowledging the unique challenges faced by the country as a developing nation. It focuses on understanding these factors within the Jordanian context, where e-government initiatives are increasingly implemented to enhance public services and governance. The research investigates the mediating role of e-trust and the moderating effect of system anxiety, providing valuable insights into the drivers of citizens’ loyalty.

The scope of this study is to explore informed citizens' engagement in the development of real municipalities' popular reports. For this purpose, an exploratory experiment is performed where potential users of popular reports with certain accounting skills (i.e. groups of undergraduate accounting students) act as preparers of these reports.

The study uses insights from the sense of belonging theory in an ambivalent way: to explain citizens' interest in popular reports and to consider popular reports as an impetus triggering citizens' sense of belonging. By content-analyzing the reports developed and taking stock of the students' perceptions on aspects of popular reports, a template for a popular report for local governments is synthesized. Further, by comparing the study findings with theoretical recommendations and popular reporting practices, the authors offer insights on the content and layout of popular reports which is expected to enhance the sense of belonging of citizens within their city.

The undergraduate students while relying on earlier examples and existing models have created their own reports in which they have used financial and non-financial information indicating the significance of both types of information for citizens. The evidenced heterogeneity in the developed reports is expected to be the effect of the sense of belonging. Moreover, the study reveals citizens' positive stance toward the adoption of co-development and co-creation approaches in the design of popular reports by citizen groups and municipal authorities which is consistent with a sense of belonging mobilization.

This study adds to the literature on the content and characteristics of popular reports by giving voice to the citizens themselves through an exploratory experiment that permits the sense of belonging to take effect.

The present study examines the risk of citizens encountering police use of intermediate and deadly force, as opposed to using physical force, given a set of individual, situational and neighborhood variables.

The study uses data from 2003 to 2016 in the Dallas Open Data Portal. Two-level multinomial logistic regression is used to analyze the data.

The effects of citizen race differ across the types of police force. Overall, citizen race plays no significant role in the officer's decision to shoot firearms at citizens. However, there is evidence of intra-racial disparity in officer-involved shootings (OISs) between Hispanic citizens and officers. African American citizens are disproportionately exposed to display-but-don't shoot incidents, while Hispanic citizens have a lower risk of encountering police use of intermediate weapons.

The study helps to understand how citizen and officer race influence and interact across various types of police force. Implications of the results are offered in relation to relevant literature.

Based on the theory of trust and cost-benefit perspective, this paper examines the relationship between citizens’ trust and their digital attitudes by considering the mediating effects of performance expectancy and perceived risk, as well as the moderating effect of media use.

The city digital transformation in Shanghai is chosen as the case in this study. 466 questionnaires were collected through a survey, with Structural Equation Modeling to test the hypotheses in AMOS.

Citizens’ trust of government and trust of technology has no significant direct effect on their digital attitudes. However, performance expectancy mediates between the trust of government and digital attitudes, and perceived risk mediates the effect of trust of technology on attitudes. The use of social media significantly moderates the association between trust of technology and citizens’ attitudes.

Exploring why citizens shape supportive attitudes toward digitalization is critical to achieving digital governance goals in developing countries, especially large cities where digital transformation is accelerating. The originality lies in using cost-benefit analysis as a perspective and media use as a moderator to examine the mechanisms of citizens’ trust and digital attitudes.

Current literature argues that citizen engagement platforms must be used to gather citizens’ feedback to provide improved quality of services to citizens. However, limited studies consider the challenges faced by practitioners at the local level during the incorporation of those feedback for continuous service improvement. As a result, these services fail to fulfil the need of citizens. The purpose of this study is to structure the relationship between citizens’ feedback and continuous service improvement to meet the need of citizens.

Design science research methodology has been adapted under which a case study approach has been followed to investigate one of the citizens’ engagement platforms in Ireland.

The results from this study highlighted that practitioners faced challenges (e.g. capacity, risk and constraints) in terms of fulfilling the needs of citizens and there is a lack of structured approach to continuously provide improved services to them.

This study provides a structured approach in the form of a process model to showcase how citizens’ feedback can be incorporated for continuously providing improved services to the citizens.

This research provides a prescriptive view to assist municipalities during the incorporation of citizens’ feedback for continuous service improvement while addressing the challenges they face during this process.

This paper proposes a process model based on the guidelines of the open group architecture framework enterprise architecture and the collaboration with practitioners that would assist local authorities in continuously providing improved services to the citizens.

This study observes the organisational environment of fostering citizen participation in the context of local government. Creating systems of influential citizen participation requires the consideration of organisational prerequisites. This study asks which organisational elements contribute to successful citizen participation in local government.

The data consist of interviews with 14 key actors who work for the city of Helsinki. The interview content was subjected to abductive content analysis and reflected in the analytical framework based on previous literature on citizen participation. The analysis complements and adds insights to the existing literature.

This study illuminates three crucial elements of influential citizen participation: organisational structures, organisational culture and adequate resources. Additionally, the results revealed management to be a crucial enabling element. The findings highlight the importance of seeing citizen participation as an issue of governance and as a systemic part of the administration requiring intentional management efforts.

The study illustrates the key elements (structures, culture and resources) that should be considered when creating an influential citizen participation system. Additionally, the empirical analysis highlights the importance of management, which has been understudied in previous studies concerning citizen participation.