Abstract Social media platforms are increasingly used in the public administration context. Against this background, this study not only derives and tests the impact of determinants that explain citizens’ intention to use social media channels of public services, but also examines to what extent their intention to use influences their intention to recommend these services to others (word of mouth). An expanded technology acceptance model (TAM) was tested based on data from a survey of 164 citizens. The model provides insight into the creation of social media applications of public authorities, for example, by providing four determinants that significantly influence citizens’ intention to use Facebook pages of public institutions as well as their intention to recommend the page to other citizens.

中文翻译：

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公共社交媒体服务：公民的视角

摘要 社交媒体平台越来越多地用于公共行政领域。在此背景下，本研究不仅推导出并检验了解释公民使用社交媒体公共服务渠道意图的决定因素的影响，还考察了他们的使用意图在多大程度上影响了他们向他人推荐这些服务的意图（词口）。根据对 164 名公民的调查数据，对扩展技术接受模型 (TAM) 进行了测试。该模型提供了对公共机构社交媒体应用程序创建的洞察，例如，通过提供四个决定因素，这些因素显着影响公民使用公共机构 Facebook 页面的意图以及他们向其他公民推荐页面的意图。