Archive for August, 2008

Buch - Book: Citizen Relationship Management - A Study of CRM in Government

Montag, August 11th, 2008

It is my pleasure to announce that “Citizen Relationship Management - A Study of CRM in Government” is now available. Just follow the link to Peter Lang Publishing Group.

Here is a brief description of 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 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.

From Customer Relationship Management towards citizen oriented government - CRM - New Public Management - TQM - eGovernment - Citizen public administration relationship - Citizen as customer - Administrative contacting as public participation - Case Studies: CiRM and 311 in Baltimore, Chicago, New York City, Miami-Dade County (Implementation, Understanding, Impact) - Comparing CRM with TQM and eGovernment - A model of Citizen Relationship Management - CiRM and public participation.