Description: > 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 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 studys findings support the idea that CiRM provides the means to a different kind of public participation.
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Number of Pages: 242 Pages
Language: English
Publication Name: Citizen Relationship Management : a Study of Crm in Government
Publisher: Lang Gmbh, Internationaler Verlag Der Wissenschaften, Peter
Publication Year: 2008
Subject: American Government / Local, Customer Relations, Education, Public Affairs & Administration, Social Aspects / General, General, Government & Business
Features: New Edition
Type: Textbook
Item Weight: 12.3 Oz
Item Length: 8.3 in
Author: Alexander Schellong
Subject Area: Computers, Political Science, Business & Economics
Series: Europaeische Hochschulschriften / European University Studies / Publications Universitaires Européennes Ser.: Reihe 31: Politikwissenschaft / Series 31: Political Science / Série 31: Sciences Politiques
Item Width: 5.5 in
Format: Trade Paperback
