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.
| Autorius: | Alexander Schellong |
| Serija: | Europäische Hochschulschriften / European University Studies / Publications Universitaires Européenn |
| Leidėjas: | Peter Lang |
| Išleidimo metai: | 2008 |
| Knygos puslapių skaičius: | 264 |
| ISBN-10: | 363157844X |
| ISBN-13: | 9783631578445 |
| Formatas: | Knyga minkštu viršeliu |
| Kalba: | Anglų |
| Žanras: | Civics and citizenship |
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