Citizen Relationship Management A Study of CRM in Government |
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Author:
| Schellong, Alexander |
Series title: | Europaeische Hochschulschriften / European University Studies / Publications Universitaires Européennes Ser. |
ISBN: | 978-3-653-01059-6 |
Publication Date: | Sep 2011 |
Publisher: | Peter Lang GmbH, Internationaler Verlag der Wissenschaften
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Book Format: | Ebook |
List Price: | Contact Supplier contact
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Book Description:
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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...
More DescriptionThis 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.