This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary li..."> This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary li..."/>
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Citizen Relationship Management

This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM/CiRM by administrators, elected officials and consultants as well as its implementation and impact on the municipal level and in a multijurisdictional environment in the United States. Although the explorative part of the study focuses broadly on a theoretical conceptualization of CiRM, the immediate empirical referent of research are the 311 initiatives in the City of Baltimore, the City of Chicago, the City of New York and Miami-Dade County. Thus, the results help administrators and researchers to convey the idea and challenges of 311 well. The study shows that CRM is to a certain extent only partly able to make novel contributions to currently active reform movements in government. In addition, the study's findings support the idea that CiRM provides the means to a different kind of public participation.

Ketersediaan
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Belum memasukkan lokasi Belum memasukkan lokasi
30309
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
30309
Penerbit
: Peter Lang.,
Deskripsi Fisik
268
Bahasa
ISBN/ISSN
9783631578445
Klasifikasi
-
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
A Study of CRM in Government
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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