Effect of the Government’s Use of Social Media on the Reliability of the Government: Focus on Twitter

REFERENCES

• Agarwal, R. and Prasad, J. (1998) A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology. Information Systems Research, 9:2 pp204–15.
   Web of Science ®Google Scholar
• Bagozzi, R. P. and Yi, Y. (1998) On the Evaluation of Structural Equation Models. Journal of Academy Marketing Science, 16:1 pp74–94.
   Google Scholar
• Bearden, W. O. and Teal, J. E. (1983) Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research, 20 pp21–8.
   Web of Science ®Google Scholar
• Bimber, B. (2003) Information and American Democracy: Technology in the Evolution of Political Power, Cambridge: Cambridge University Press.
   Google Scholar
• Cadotte, E. R., Woodruff, R. B. and Jenkins, R. L. (1987) Expectations and Norms in Models of Consumer Satisfaction. Journal of Marketing Research, 24 pp305–14.
   Web of Science ®Google Scholar
• Carter, L. and Belanger, F. (2005) The Utilization of e-Government Services: Citizen Trust, Innovation and Acceptance. Information Systems Journal, 15 pp5–25.
   Web of Science ®Google Scholar
• Chadwick, A. and May, C. (2003) Interaction Between States and Citizens in the Age of the Internet: “e-Government” in the United States, Britain, and the European Union. Governance: An International Journal of Policy, Administration, and Institutions, 16:2 pp271–300.
   Web of Science ®Google Scholar
• Chang, M. K. and Cheung, W. (2001) Determinant of the Intention to Use Internet/WWW at Work: A Confirmatory Study. Information &Management, 39:1 pp1–14.
   Web of Science ®Google Scholar
• Chin, W. W. (1998) Issues and Opinion on Structural Equation Modeling. MIS Quarterly, 22:1 pp7–16.
   Web of Science ®Google Scholar
• Chiu, C. M. and Wang, E. T. G. (2008) Understanding Web-Based Learning Continuance Intention: The Role of Subjective Task Value. Information & Management, 45 pp194–201.
   Web of Science ®Google Scholar
• Cho, S. E. and Park, H. W. (2012) Government Organizations’ Innovative Use of the Internet: The Case of the Twitter Activity of South Korea’s Ministry for Food, Agriculture, Forestry and Fisheries. Scientometrics, 90:1 pp9–23.
   Web of Science ®Google Scholar
• Choi, S. M., Kim, Y., Sung, Y. and Sohn, D. (2011) Bridging or Bonding? A Cross-Cultural Study of Social Relationships in Social Networking Sites. Information, Communication & Society, 14:1 pp107–29.
   Web of Science ®Google Scholar
• Churchill, G. A. and Surprenant, C. (1982) An Investigation Into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19 pp491–504.
   Web of Science ®Google Scholar
• Compeau, D. R. and Higgins, C. A. (1995) Application of Social Cognitive Theory to Training for Computer Skills. Information Systems Research, 6:2 pp118–43.
   Web of Science ®Google Scholar
• ComScore. (2009) comScore Media Metrix Ranks Top 50 U.S. Web Properties for April 2009, [online]. Available at: http://www.comscore.com/content/download/2273/24215/file/comScore%20Inside%20the%20Ratings%20April%202009.pdf .
   Google Scholar
• Dawes, S. S., Cresswell, A. M. and Pardo, T. A. (2009) From “Need to Know” to “Need to Share”: Tangled Problems, Information Boundaries, and the Building of Public Sector Knowledge Networks. Public Administration Review, 69:3 pp392–402.
   Web of Science ®Google Scholar
• Dimitrova, D. and Chen, Y. C. (2006) Profiling the Adopters of e-Government Information Services: The Influence of Psychological Characteristics, Civic Mindedness, and Information Channels. Social Science Computer Review, 24:2 pp172–88.
   Web of Science ®Google Scholar
• Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. and Bryant, B. E. (1996) The American Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing, 60:4 pp7–18.
   Web of Science ®Google Scholar
• Fornell, C. and Larcker, D. F. (1981) Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Market Research, 18:1 pp39–50.
   Web of Science ®Google Scholar
• Fornell, C., Mithas, S. and Morgeson III, F. V. (2009) Commentary-the Economic and Statistical Significance of Stock Returns on Customer Satisfaction. Marketing Science, 28 pp820–5.
   Web of Science ®Google Scholar
• Golbeck, J., Grimes, J. and Rogers, A. (2010) Twitter Use by the U.S. Congress. Journal of the American Society for Information Science and Technology, 61:8 pp1612–21.
   Web of Science ®Google Scholar
• Hargittai, E. (2007) Whose Space? Differences among Users and Non-Users of Social Network Sites. Journal of Computer-Mediated Communication, 13:1 pp276–97.
   Web of Science ®Google Scholar
• Hargittai, E. and Hsieh, Y. P. (2010) Predictors and Consequences of Differentiated Practices on Social Network Sites. Information, Communication & Society, 13:4 pp515–36.
   Web of Science ®Google Scholar
• Hetherington, M. J. (1998) The Political Relevance of Political Trust. American Political Science Review, 92:4 pp791–808.
   Web of Science ®Google Scholar
• Hinchcliffe, D. (2006) Architectures of Participation: The Next Big Thing [online]. Available at: http://kaboomsun.new.newsvine.com/_news/2006/08/27/341913-architectures-of-participation-the-next-big-thing (accessed 4 June 2007).
   Google Scholar
• Hsu, M. H. and Chiu, C. M. (2004) Internet Self-Efficacy and Electronic Service Acceptance. Decision Support Systems, 38 pp369–81.
   Web of Science ®Google Scholar
• James, O. (2009) Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services. Journal of Public Administration Research and Theory, 19 pp107–23.
   Web of Science ®Google Scholar
• Larsen, E. and Rainie, L. (2002) The Rise of the E-Citizen: How People Use Government Agencies’ Web Sites, Pew Internet & American Life Project, Washington, [online]. Available at: http://www.pewinternet.org/~/media//Files/Reports/2002/PIP_Govt_Website_Rpt.pdf.pdf
   Google Scholar
• Lawlor, M. (2008) ‘Governing in a Web 2.0 World’, Signal, April 2008, [online]. Available at: http://www.afcea.org/signal/articles/templates/Signal_Article_Template.asp?articleid=1554&zoneid=231
   Google Scholar
• Lee, G. and Kwak, Y. H. (2012) An Open Government Maturity Model for Social Media Based Public Engagement. Government Information Quarterly, 29:4 pp492–503.
   Web of Science ®Google Scholar
• Liaw, S. S. (2008) Investigating Students’ Perceived Satisfaction, Behavioral Intention, and Effectiveness of e-Learning: A Case Study of the Blackboard System. Computers & Education, 51 pp864–73.
   Web of Science ®Google Scholar
• Lollar, X. L. (2006) Assessing China’s e-Government: Information, Service, Transparency and Citizen Outreach of Government Websites. Journal of Contemporary China, 15:46 pp31–41.
   Google Scholar
• Marakas, G. M., Yi, M. Y. and Johnson, R. D. (1998) The Multilevel and Multifaceted Character of Computer Self-Efficacy: Toward Clarification of the Construct and an Integrative Framework for Research. Information Systems Research, 9:2 pp126–63.
   Web of Science ®Google Scholar
• McDermott, P. (2010) Building Open Government. Government Information Quarterly, 27 pp401–13.
   Web of Science ®Google Scholar
• Mergel, I. (2011) ‘The Use of Social Media to Dissolve Knowledge Silos in Government’ in R. O’Leary, S. Kim and D. VanSlyke (eds) The Future of Public Administration, Public Management, and Public Service Around the World. Washington, DC: Georgetown University Press.
   Google Scholar
• Morgeson, F. V., VanAmburg, D. and Mithas, S. (2011) Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship. Journal of Public Administration Research and Theory, 21:2 pp257–83.
   Web of Science ®Google Scholar
• Norris, P. (2001) Digital Divide: Civic Engagement, Information Poverty and the Internet World-wide, Cambridge: Cambridge University Press.
   Google Scholar
• Nye Jr, J. S. (1997) ‘Introduction: The Decline of Confidence in Government’ in J. S. Nye, Jr. P. D. Zelikow and D. C. King (eds) Why People Don’t Trust Government. Cambridge: Harvard University Press.
   Google Scholar
• Oliver, R. L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17 pp460–9.
   Web of Science ®Google Scholar
• Orszag, P. R. (2009) Open Government Directive: Memorandum for the Heads of Executive Departments and Agencies, The President of the United States, [online]. Available at: http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-06.pdf
   Google Scholar
• Parasuraman, A., Berry, L. L. and Zeithaml, V. A. (1991) Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67 pp420–50.
   Web of Science ®Google Scholar
• Park, K. (2009a) Citizen Satisfaction with e-Government Services and Trust in Government: The Case of Kangnam-Gu. Research of Korean Local Government, 10:4 pp213–31.
   Google Scholar
• Park, S. (2009b) ‘Current Status and Implications of Open Government in the Major Industrialized Countries’, NIA CIO Report, 14, pp1–16, National Information Society Agency, Seoul (Written in Korean).
   Google Scholar
• Park, S. and Jung, W. (2010) ‘Strategic use and adoption of Social Media in Public Sector’, NIA CIO Report, 24, pp1–31, National Information Society Agency, Seoul (Written in Korean).
   Google Scholar
• Pharr, S. J. (2000) ‘Corruption and Public Trust: Perspectives on Japan and East Asia’. East-West Center Working Papers, East-West Center, Honolulu.
   Google Scholar
• Poister, T. H. and Henry, G. T. (1994) Citizen Ratings of Public and Private Service Quality: A Comparative Perspective. Public Administration Review, 54 pp155–60.
   Web of Science ®Google Scholar
• Rho, S. and Kim, C. (2007) User Satisfaction on Digital Citizen Participation and its Effects on Trust in Government: With Special Reference to the Contact the Mayor in Guro District. Journal of Korea Public Management, 21:3 pp25–57 (Written in Korean).
   Google Scholar
• Shim, J. (2008) Social Networking Sites: A Brief Comparison of Usage in the US and Korea. Decision Line, 39 pp16–18.
   Google Scholar
• Son, H. and Chae, W. (2005) The Influencing Factors of Resulting in Government Confidence. Journal of Korea Public Administration, 39:3 pp87–113 (Written in Korean).
   Google Scholar
• Tolbert, C. J. and Mossberger, K. (2006) The Effects of e-Government on Trust and Confidence in Government. Public Administration Review, 66:3 pp354–69.
   Web of Science ®Google Scholar
• Tyler, T. R. (1998) ‘Trust and Democratic Government’ in V. Braithwaite and M. Levi (eds) Trust and Governance. New York: Russell Sage Foundation.
   Google Scholar
• UN e-Government Report (2001) Benchmarking e-Government: A Global Perspective, UN Publication, [online]. Available at: http://unpan1.un.org/intradoc/groups/public/documents/un/unpan021547.pdf
   Google Scholar
• Van Ryzin, G. G., Muzzio, D., Immerwahr, S., Gulick, L. and Martinez, E. (2004) Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City. Public Administration Review, 64 pp331–41.
   Web of Science ®Google Scholar
• Welch, E. W., Hinnant, C. C. and Moon, M. J. (2005) Linking Citizen Satisfaction with e-Government and Trust in Government. Journal of Public Administration Research and Theory, 15:3 pp371–91.
   Web of Science ®Google Scholar
• West, D. M. (2004) E-Government and the Transformation of Service Delivery and Citizen Attitudes. Public Administration Review, 64:1 pp15–27.
   Web of Science ®Google Scholar
• Wigand, F. D. L. (2010) Twitter in Government: Building Relationships One Tweet at a Time. Paper Presented at the Seventh International Conference on Information Technology: New Generations (ITNG), Las Vegas, NV, April 12–14.
   Google Scholar