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Cover of: »How can I help you?« Perceived Service Orientation of Tax Authorities and Tax Compliance
Erich Kirchler, Stephan Muehlbacher, Christoph Kogler, Eva Hofmann, Gerrit Antonides, Katharina Gangl, Manon de Groot, Sjoerd Goslinga

»How can I help you?« Perceived Service Orientation of Tax Authorities and Tax Compliance

Section: Articles
Volume 69 (2013) / Issue 4, pp. 487-510 (24)
Published 09.07.2018
DOI 10.1628/001522113X675683
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  • 10.1628/001522113X675683
Summary
Research on tax behavior has recognized the necessity of changing tax authorities' approach from an enforcement to a service orientation. However, empirical investigations of the effect of perceived service orientation on tax compliance are scarce. The present study draws conclusions from survey data of representative samples of 807 Dutch private taxpayers and 1377 entrepreneurs. Perceived service orientation was found significantly related to tax compliance. Furthermore, the link between perceived service orientation and tax compliance is mediated by perceived trustworthiness of authorities. We are confident that taxpayers who perceive a greater service orientation will be more willing to pay their taxes.