citizen relationship management study de schellong alexander (3 résultats)

Etat : Gut. Zustand: Gut | Sprache: Englisch | Produktart: Bücher.

Taschenbuch. Etat : Neu. Druck auf Anfrage Neuware - Printed after ordering - 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.

Taschenbuch. Etat : Neu. Citizen Relationship Management | A Study of CRM in Government | Alexander Schellong | Taschenbuch | Englisch | 2008 | Peter Lang | EAN 9783631578445 | Verantwortliche Person für die EU: Lang, Peter GmbH, Gontardstr. 11, 10178 Berlin, r[dot]boehm-korff[at]peterlang[dot]com | Anbieter: preigu.