{"product_id":"citizen-relationship-management-von-alexander-schellong","title":"Citizen Relationship Management","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.\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783631578445\"\u003e\u003ch3\u003eA Study of CRM in Government\u003c\/h3\u003e\u003c\/div\u003e","brand":"Autorenwelt Shop","offers":[{"title":"Softcover - 9783631578445","offer_id":39491014328413,"sku":"9783631578445","price":78.85,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/7e88ad67-30c3-4d04-8aeb-3e58b900c292.jpg?v=1780808955","url":"https:\/\/shop.autorenwelt.de\/en\/products\/citizen-relationship-management-von-alexander-schellong","provider":"Autorenwelt Shop","version":"1.0","type":"link"}