Home » Citizen Relationship Management: A Study of Crm in Government by Alexander Schellong
Citizen Relationship Management: A Study of Crm in Government Alexander Schellong

Citizen Relationship Management: A Study of Crm in Government

Alexander Schellong

Published July 1st 2008
ISBN : 9783631578445
Paperback
242 pages
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 About the Book 

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 studiesMoreThis 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.