Citizen Relationship Management : A Study of CRM in Government Paperback / softback

by Alexander Schellong

Part of the Europaeische Hochschulschriften / European University Studies / Publications Universitaires Europeen series

Paperback / softback

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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.