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Judul: | Citizen Relationship Management |
Penulis: | Alexander Schellong |
Abstrak: | 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. |
URI: |
http://books.google.co.id/books?id=7foDTBvAaUoC&dq=intitle:CRM&hl=&source=gbs_api
https://repository.bungabangsacirebon.ac.id/repo/handle/123456789/1242 |
Tanggal: | 2022-11-14 |
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