Service delivery principles: deriving principles using a role-playing game - Bajnath, Satiesh; Janssen, Marijn; Bharosa, Nitesh; Both, Christian; Klievink, Bram; Overbeek, Sietse; van Veenstra, Anne-Fleur (Proceedings of the 10th European Conference on e-Government, Limerick, Ireland, June 17 - 18, 2010, 2010)