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The paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.

The paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.

Electronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.

The paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

Food manufacturing companies which are essential for national economies, need to attach importance to the adoption of both the lean manufacturing (LM) operational excellence methodology and the Industry I4.0 (I4.0) technologies that empower LM to achieve operational improvement. This study aims to focus on the Greek food manufacturing companies and determine the degree of implementation of LM practices and I4.0 technologies and the impact of I4.0 on LM.

A survey was conducted based on a structured questionnaire which included items reflecting LM practices and I4.0 technologies. A sample of Greek food manufacturing companies were approached and 102 of them fully completed the questionnaire. Descriptive statistics were applied to determine the degree of implementation of LM practices and I4.0 technologies, while the impact of I4.0 on LM was determined through the linear regression analysis.

The degree of implementation of LM practices in the responding food manufacturing companies is high, while the degree of implementation of I4.0 technologies is low to medium. The findings also support a significant and positive impact of I4.0 on LM.

The small size of the sample of the responding Greek food manufacturing companies, the subjective character of the data collected and the cross-sectional nature of the study, constitute the main limitations of the study. Based on these limitations, further studies can be designed.

The present study findings can guide the managers of the food manufacturing companies to further increase the degree of implementation of LM practices through adopting I4.0 technologies. Therefore, they can improve quality, eliminate waste, survive and be more competitive in the current difficult business environment. Academics can also benefit from the present study, given that it provides the LM practices and I4.0 technologies that can be further tested and validated in the food sector.

To the best of the authors’ knowledge, this is the first study that focuses on LM and I4.0 in the Greek food manufacturing companies operating in a business environment where the crises of finance, energy and the Covid-19 pandemic dominate.

Wicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case, the purpose of the current paper is to identify some critical success factors in defining the “right problem” to be addressed.

An empirical research study was carried out in a low-density municipality (case study). Extensive data were collected from official databases, individual semi-structured interviews and a focus group involving citizens, local authorities, civil servants and other relevant stakeholders.

As defined by the central government, the problem to be addressed by the research team was to identify which justice services should be made available locally to a small- and low-density community. The problem was initially formulated using top-down reasoning. In-depth contact with citizens and key local players revealed that the lack of justice services was not “the issue” for that community. Mobility constraints and the shortage of economic opportunities had a considerable impact on the lack of demand for justice services. By using a bottom-up perspective, it was possible to reframe the problem to be addressed and suggest a new concept to be tested at later stages.

The approach followed called attention to the importance of listening to citizens and local organisations with a profound knowledge of the territory to effectively identify and circumscribe a local problem in the justice field.

The paper highlights the limitations of traditional rational problem-solving approaches and contributes to expanding the voice-of-the-customer principle showing how it can lead to a substantially new definition of the problem to be addressed.

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 purpose of this study is examined whether coproduction appears spontaneously in the literature on public sector innovation and governance, the citizens’ role in coproduction and the implication of citizens’ participation in the governance of innovation networks.

The review complied with preferred reporting items for systematic reviews and meta-analyses (PRISMA) protocol. The search was performed in the Ebsco, Scopus and WOS databases. The authors analyzed 47 papers published from 2017 to 2022. Thematic and content analysis were adopted, supported by MAXQDA.

The papers recognize the importance of the citizens in public innovation. However, only 20% discuss coproduction, evidencing the predominance of governance concepts related to interorganizational collaborations – but not necessarily to citizen engagement. The authors also verified the existence of polysemy regarding the concept of governance associated with public innovation, predominating the term “collaborative governance.”

The small emphasis on “co-production” may result from the search strategy, which deliberately did not include it as a descriptor, considering the research purpose. One can consider this choice a limitation.

Considering collaborative governance as a governing arrangement where public agencies directly engage nonstate stakeholders in a collective decision-making process that is formal, consensus-oriented and deliberative (Ansell and Gash, 2007), the forum where the citizen is supposed to be engaged should be initiated by public agencies or institutions and formally organized, as suggested by Österberg and Qvist (2020) and Campomori and Casula (2022). These notions can be useful for public managers concerning their role and how the forums structure should be to promote collaboration and the presence of innovation assets needed to make the process fruitful (Crosby et al., 2017).

Despite the collaborative nature of public innovation, the need for adequate governance characteristics, and the importance of citizens in the innovative process, most studies generically address collaborative relationships, focusing on interorganizational collaboration, with little focus on specific actors such as citizens in the governance of public innovation. Thus, it is assumed that the literature that discusses public innovation and governance includes the discussion of coproduction. The originality and contribution of this study is to verify this assumption.

The aim of this study is to propose a governance model and key performance indicators on how policymakers can contribute to a more accessible, inclusive and sustainable mobility within and across smart cities to examine sustainable urban mobility grounded on the rational management of public transportation infrastructure.

This study employed desk research methodology grounded on secondary data from existing documents and previous research to develop a sustainable mobility governance model that explores key factors that influence future urban policy development. The collected secondary data was descriptively analyzed to provide initiatives and elements needed to achieve sustainable mobility services in smart cities.

Findings from this study provide evidence on how cities can benefit from the application of data from different sources to provide value-added services to promote integrated and sustainable mobility. Additionally, findings from this study discuss the role of smart mobility for sustainable services and the application for data-driven initiatives toward sustainable smart cities to enhance mobility interconnectivity, accessibility and multimodality. Findings from this study identify technical and non-technical factors that impact the sustainable mobility transition.

Practically, this study advocates for the use of smart mobility and data-driven services in smart cities to improve commuters' behavior aimed at long-term behavior change toward sustainable mobility by creating awareness on the society and supporting policymakers for informed decisions. Implications from this study provide information that supports policymakers and municipalities to implement data-driven mobility services.

This study provides implications toward behavioral change of individuals to adopt a more sustainable mode of travels, increase citizens’ quality of life, improve economic viability of business involved in providing mobility-related services and support decision-making for municipalities and policymakers during urban planning and design by incorporating the sustainability dimension into their present and future developments.

This paper explores how urban transportation can greatly reduce greenhouse gas emissions and provides implications for cities to improve accessibility and sustainability of public transportation, while simultaneously promoting the adoption of more environmentally friendly means of mobility within and across cities. Besides, this study provides a detailed discussion focusing on the potential opportunities and challenges faced in urban environment in achieving sustainable mobility. The governance model developed in this study can also be utilized by technology startups and transportation companies to assess the factors that they need to put in place or improve for the provision of sustainable mobility services.

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.

The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled interactions can give birth to novel technologies, processes, strategies and value. The objectives of the study are: to detect the different enablers that activate innovation in smart service systems; and to explore how these can lead dynamically to the emergence of different innovation patterns.

The empirical research adopts an approach based on constructivist grounded theory, performed through observation and semi-structured interviews to investigate the development of innovation in the Italian CTNA (Italian acronym of National Cluster for Aerospace Technology).

The identification and re-elaboration of the novelties that emerged from the analysis of the Cluster allow the elaboration of a diagram that classifies five different shades of innovation, introduced through some related theoretical propositions: technological; process; business model and data-driven; social and eco-sustainable; and practice-based.

The paper embraces a synthesis view that detects the enabling structural and systems dimensions for innovation (the “what”) and the way in which these can be combined to create new technologies, resources, values and social rules (the “how” dimension). The classification of five different kinds of innovation can contribute to enrich extant research on value co-creation and innovation and can shed light on how given technologies and relational strategies can produce varied innovation outcomes according to the diverse stakeholders engaged.

The study examined rural police culture in one Kansas police agency.

This study used a qualitative ethnographic approach using in-depth interviews and non-participant observations to construct and interpret the culture of rural police through the lens of officers working in one rural police agency.

Five themes were found that described the complexities rural police officers face at this research site, including the law being at the center of officers’ actions, the nature of crime, officers serving as jack of all trades, community relationships and enforcement of crimes by teenagers, and how outside pressures from the community and increased concern for citizens' safety affect officers' daily lived experiences.

There is a dearth of scholarly literature addressing rural and small-town policing. This study is the first known qualitative study to be conducted on rural Kansas police, allowing a snapshot of the workings of rural Kansas police.