Citizen Relationship Management

A Study of CRM in Government

von Alexander Schellong

242 Seiten, Taschenbuch

Kurzbeschreibung des Verlags

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.

• Reihe: Europäische Hochschulschriften / European University Studies / Publications Universitaires Européennes
• Themen: Gesellschaft und Sozialwissenschaften Politik und Staat Politische Kontrolle, Propaganda und Freiheitsrechte Politische Bildung und Zivilgesellschaft
• ISBN: 9783631578445
• Sprache: Englisch
• Erscheinungsdatum: 01.07.2008
• Größe: 21 x 14.8 cm
• Verlag: Peter Lang GmbH, Internationaler Verlag der Wissenschaften