{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,9]],"date-time":"2026-03-09T03:49:59Z","timestamp":1773028199178,"version":"3.50.1"},"reference-count":98,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2011,6,7]],"date-time":"2011-06-07T00:00:00Z","timestamp":1307404800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,6,7]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>This paper aims to thoroughly review the research literature concerning e\u2010service in the public sector (2000\u20102009) for the purpose of summarising and synthesising the arguments and ideas of the main contributors to the development of e\u2010service research and explore the different perspectives. In addition, the paper attempts to identify the key characteristics of e\u2010service; and to gather conceptual perspectives on the nature, scope, and transformation to e\u2010service.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>A classification of the relevant publications that are concerned with the theory and application of e\u2010service is presented together with potential future research areas.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Most of the literature has focused on the underlying perspectives of approaches to e\u2010service. It clearly acknowledges that contextual issues and factors influence e\u2010service. However, there is still no standard definition of the concept and vagueness about what exactly e\u2010service is, creating confusion and comparability issues, and making it difficult for researchers to build on each others' work. In addition, the key underlying theme throughout the literature is that e\u2010service in the public sector necessitates closer working relationships between government stakeholders.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>By reviewing the relevant publications, the paper develops a clear articulation of the concept, nature, boundaries, components, and elements of e\u2010service which is significant in order to understand the e\u2010service research better and manage e\u2010service in the public sector. With a rapid growth in the volume of research output on the topic of e\u2010service, the paper considers different viewpoints, theories, and methods in e\u2010service research to date to draw conclusions about current status and possible future directions for e\u2010service in the public sector.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14637151111136405","type":"journal-article","created":{"date-parts":[[2011,6,18]],"date-time":"2011-06-18T07:31:24Z","timestamp":1308382284000},"page":"526-545","source":"Crossref","is-referenced-by-count":32,"title":["Recent advances in e\u2010service in the public sector: state\u2010of\u2010the\u2010art and future trends"],"prefix":"10.1108","volume":"17","author":[{"given":"H.S.","family":"Hassan","sequence":"first","affiliation":[]},{"given":"E.","family":"Shehab","sequence":"additional","affiliation":[]},{"given":"J.","family":"Peppard","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022012220300119500_b1","unstructured":"Abanumy, A., Al\u2010Badi, A. and Mayhew, P. 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