E-government involves many aspects of public administration ranging from introducing new technology to provide citizens with access to programs, services and information via the online channel. Citizen’s emotion plays a significant role in e-government satisfaction, but much less is known about citizen emotions. The purpose of this study is to explore how citizen emotions affect satisfaction in e-government service recovery. The citizen's psychology mechanism under the service recovery circumstance is carefully studied, and a conceptual model among the key constructs of citizen’s emotion and citizen satisfaction of e-government is developed. The method of Structural Equation Modeling (SEM) is adopted to verify the internal quality of the proposed measurement model. The empirical results indicated that positive emotions have a significant impact on citizen satisfaction of e-government and no significant impact of negative emotions. Furthermore, our study identifies that perceived justice and perceived service quality that influence citizen satisfaction.
Liu, Yan and Zhou, Changfeng, "Assessing the Influence of Citizen Emotions on E-Government Satisfaction in Service Recovery Situations" (2010). ICEB 2010 Proceedings. 18.