EAN: 9783631578445

CITIZEN RELATIONSHIP MANAGEMENT - ALEXANDER SCH...

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.

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