@article{publication-21105,
	author={Schenk, Birgit and Dolata, Mateusz and Schwabe, Christiane and Schwabe, Gerhard},
	doi={10.1108/ITP-06-2020-0374},
	issn={0959-3845},
	journal={Information Technology and People},
	number={ahead-of-p},
	pages={277-299},
	publisher={Emerald Publishing},
	title={What citizens experience and how omni-channel could help – insights from a building permit case},
	volume={ahead-of},
	year=2021,
}