{"product_id":"alexander-schellong-citizen-relationship-management-9783631578445","title":"Citizen Relationship Management","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.","brand":"Peter Lang","offers":[{"title":"Default Title","offer_id":53682915967318,"sku":null,"price":0.0,"currency_code":"EUR","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0925\/5829\/5382\/files\/product_image_9783631578445_1.jpg?v=1778851624","url":"https:\/\/www.momoxbooks.com\/products\/alexander-schellong-citizen-relationship-management-9783631578445","provider":"momoxbooks","version":"1.0","type":"link"}