Exploring the influence of gamification-enabled customer experience on continuance intention towards digital platforms for e-government: An empirical investigation
研究了游戏化客户体验如何通过内在和外在动机影响公民对电子政务数字平台的持续使用意愿，为政府设计游戏化策略提供实证依据。
Governments realize a significant gap exists between existing efforts in customer experience and citizen expectations for implementing a digital platform in e-government (DPEG), hindering citizens’ continuance intention. This study proposes a novel initiative called gamification-enabled customer experience. Based on the motivational lens, we develop and test a conceptual research model. We find that gamification-enabled customer experience positively impacts intrinsic and extrinsic motivations and continuance intention towards DPEG. Our results enrich IS research on digital platforms, customer experience, types of motivation, and behavior. We also offer practical guidelines for implementing a DPEG to execute gamified customer experience strategies.