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Citizen Relationship Management

By Alexander Schellong

Product Image: Citizen Relationship Management

Citizen Relationship Management

By Alexander Schellong

0 - Default Title
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 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.
Product details
Binding:
Paperback
Edition:
1
Number of Pages:
264
Release Date:
2008-07-01
Publication Date:
2008-07-01
Publisher:
Peter Lang
Languages:
Original: English
ISBN10:
363157844X
ISBN13:
9783631578445
GPSR Manufacturer Reference:
[email protected]
Weight:
346 g
Height:
148 cm
Width:
210 cm
Thickness:
15 cm
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