TY  - BOOK
AU  - Alexander Schellong
PY  - 2011
CY  - Berlin, Germany
PB  - Peter Lang Verlag
SN  - 9783653010596
TI  - Citizen Relationship Management
T2  - A Study of CRM in Government
DO  - 10.3726/978-3-653-01059-6
UR  - https://www.peterlang.com/document/1054022
N2  - 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.
KW  - Public Management, Service Center, USA, Stadtverwaltung, Bürgernahe Verwaltung, Bürgerbeteiligung, Citizen Relationship Management (CiRM), eGovernment, Customer Relationship Management (CRM)
LA  - English
ER  -