@article{SchenkMateuszSchwabeetal.2021,
  author    = {Birgit Schenk and Dolata Mateusz and Christiane Schwabe and Gerhard Schwabe},
  title     = {What Citizens Experience and How Omni-Channel Could Help - Insights From a Building Permit Case},
  series   = {Information, technology \& people},
  volume    = {2021},
  edition   = {ahead-of-print},
  publisher = {Emerald},
  address   = {Bradford},
  issn      = {1758-5813},
  doi       = {10.1108/ITP-06-2020-0374},
  pages     = {277 -- 299},
  year      = {2021},
  language  = {en}
}