Citizen relationship management: a study of CRM in government
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Frankfurt am Main [u.a.]
Lang
2008
|
| Schriftenreihe: | Europäische Hochschulschriften - Reihe XXXI
560 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XX, 242 S. graph. Darst. |
| ISBN: | 9783631578445 |
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| 650 | 4 | |a Municipal government |x Public relations |z United States | |
| 650 | 4 | |a Municipal government |z United States |v Case studies | |
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Datensatz im Suchindex
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|---|---|
| adam_text | GESCANNT DURCH TABLEOF CONTENTS ACKNOWLEDGEMENTS IX LISTOFFIGURES XV
LISTOFTABLES XVII LIST OF ABBREVIATIONS XIX 1 INTRODUCTION 1 1.1
BACKGROUND AND SCOPE OF THE PROBLEM 2 1.2 DEFINITION OFTERMS 4 1.3
ORIENTATION OF THE RESEARCH 5 1.4 SIGNIFICANCE OF THE STUDY 5 1.5 THE
EMPIRICAL REFERENT OF THE STUDY 7 1.6 ORGANISATION OF THE DISSERTATION 7
2 FROM CUSTOMER RELATIONSHIP MANAGEMENT TOWARDS CITIZEN-ORIENTED
GOVERNMENT.... 9 2.1 CUSTOMER RELATIONSHIP MANAGEMENT 9 2.1.1 CUSTOMER
SATISFACTION 13 2.1.2 DIFFERENTIATING CUSTOMERS 14 2.1.3 CUSTOMER
RELATIONSHIPS 15 2.1.4 CUSTOMER PROXIMITY 17 2.1.5 CRMPROCESSES 18 2.1.6
CUSTOMER INTERACTION 19 2.1.7 CRM SYSTEMS 20 2.1.8 CRM IN PRIVATE
ENTERPRISES 21 2.1.9 CRM IN GOVERNMENT 23 2.2 CITIZEN-ORIENTED REFORMS
IN PUBLIC ADMINISTRATION 26 2.2.1 NEW PUBLIC MANAGEMENT 27 2.2.2
CRITICAL REMARKS ON NPM 30 2.2.3 TOTAL QUALITY MANAGEMENT 32 2.2.3.1
CRITICAL REMARKS ON TQM 35 2.2.3.2 TQM IN GOVERNMENT 36 2.2.4 ELECTRONIC
GOVERNMENT 39 22.4.1 CENTRAL ELEMENTS OF ICT 42 2.2.4.2 ENACTING
TECHNOLOGY IN GOVERNMENT 44 2.2.4.3 CITIZEN-ORIENTATION AND EGOVERNMENT
47 2.3 THE CITIZEN PUBLIC ADMINISTRATION RELATIONSHIP 49 2.3.1 CITIZEN
AS CUSTOMER/CONSUMER 52 XI BIBLIOGRAFISCHE INFORMATIONEN
HTTP://D-NB.INFO/988573059 DIGITALISIERT DURCH 2.3.2 CRITICAL REMARKS ON
THE CITIZEN AS CUSTOMER/CONSUMER 55 2.3.3 CITIZENS PREFERENCES AND
EXPECTATIONS OF PUBLIC SERVICES AND ADMINISTRATION 59 2.3.4
ADMINISTRATIVE CONTACTING AS PUBLIC PARTICIPATION 62 2.4 SUMMARY 65 3
METHODOLOGY AND DATA ANALYSIS 67 3.1 RESEARCH METHOD 67 3.2 DATA
COLLECTION AND DATA SOURCES 70 3.2.1 CITY OF CHICAGO 73 3.2.2 CITY OF
BALTIMORE 74 3.2.3 CITY OF NEW YORK 74 3.2.4 MIAMI-DADE COUNTY 75 3.3
DATA ANALYSIS 75 3.4 LIMITATIONS TO THE DATA COLLECTION AND ANALYSIS 77
4 RESULTS 79 4.1 CIRM IN BALTIMORE 79 4.1.1 IMPLEMENTING CIRM 79 4.1.2
IMPACTOFCIRM 82 4.1.3 UNDERSTANDING OF CIRM 84 4.2 CIRM IN CHICAGO 84
4.2.1 IMPLEMENTING CIRM 84 4.2.2 IMPACTOFCIRM 89 4.2.3 UNDERSTANDING OF
CIRM 90 4.3 CIRM IN NEW YORK CITY 93 4.3.1 IMPLEMENTING CIRM 93 4.3.2
IMPACTOFCIRM 100 4.3.3 UNDERSTANDING OF CIRM 102 4.4 CIRM IN MIAMI-DADE
COUNTY 104 4.4.1 IMPLEMENTING CIRM 104 4.4.2 IMPACT OF CIRM 112 4.4.3
UNDERSTANDING OF CIRM 114 5 CITIZEN RELATIONSHIP MANAGEMENT 119 5.1 OLD
WINE IN NEW BOTTLES? COMPARING CRM WITH TQM AND EGOVERNMENT 119 5.2
IMPLEMENTING CIRM 124 5.3 IMPACT OF CIRM 130 5.4 UNDERSTANDING OF CIRM
134 XII 5.5 TOWARD A MODEL OF CIRM 136 5.6 CIRM AND PUBLIC PARTICIPATION
139 5.7 POTENTIAL ISSUESOFCIRM 142 6 CONCLUSION 145 6.1 LIMITATIONS
OFTHIS RESEARCH 149 6.2 IMPLICATIONS FOR THEORY AND RESEARCH 150 6.3
IMPLICATIONS FOR POLICY AND PUBLIC MANAGEMENT 152 APPENDIX A - CASE
STUDY PLANNING 155 APPENDIX B - CODING 167 APPENDIX C - TQM 171 APPENDIX
D - CASE DATA 173 REFERENCES 195 INDEX 240 XIII
|
| adam_txt |
GESCANNT DURCH TABLEOF CONTENTS ACKNOWLEDGEMENTS IX LISTOFFIGURES XV
LISTOFTABLES XVII LIST OF ABBREVIATIONS XIX 1 INTRODUCTION 1 1.1
BACKGROUND AND SCOPE OF THE PROBLEM 2 1.2 DEFINITION OFTERMS 4 1.3
ORIENTATION OF THE RESEARCH 5 1.4 SIGNIFICANCE OF THE STUDY 5 1.5 THE
EMPIRICAL REFERENT OF THE STUDY 7 1.6 ORGANISATION OF THE DISSERTATION 7
2 FROM CUSTOMER RELATIONSHIP MANAGEMENT TOWARDS CITIZEN-ORIENTED
GOVERNMENT. 9 2.1 CUSTOMER RELATIONSHIP MANAGEMENT 9 2.1.1 CUSTOMER
SATISFACTION 13 2.1.2 DIFFERENTIATING CUSTOMERS 14 2.1.3 CUSTOMER
RELATIONSHIPS 15 2.1.4 CUSTOMER PROXIMITY 17 2.1.5 CRMPROCESSES 18 2.1.6
CUSTOMER INTERACTION 19 2.1.7 CRM SYSTEMS 20 2.1.8 CRM IN PRIVATE
ENTERPRISES 21 2.1.9 CRM IN GOVERNMENT 23 2.2 CITIZEN-ORIENTED REFORMS
IN PUBLIC ADMINISTRATION 26 2.2.1 NEW PUBLIC MANAGEMENT 27 2.2.2
CRITICAL REMARKS ON NPM 30 2.2.3 TOTAL QUALITY MANAGEMENT 32 2.2.3.1
CRITICAL REMARKS ON TQM 35 2.2.3.2 TQM IN GOVERNMENT 36 2.2.4 ELECTRONIC
GOVERNMENT 39 22.4.1 CENTRAL ELEMENTS OF ICT 42 2.2.4.2 ENACTING
TECHNOLOGY IN GOVERNMENT 44 2.2.4.3 CITIZEN-ORIENTATION AND EGOVERNMENT
47 2.3 THE CITIZEN PUBLIC ADMINISTRATION RELATIONSHIP 49 2.3.1 CITIZEN
AS CUSTOMER/CONSUMER 52 XI BIBLIOGRAFISCHE INFORMATIONEN
HTTP://D-NB.INFO/988573059 DIGITALISIERT DURCH 2.3.2 CRITICAL REMARKS ON
THE CITIZEN AS CUSTOMER/CONSUMER 55 2.3.3 CITIZENS' PREFERENCES AND
EXPECTATIONS OF PUBLIC SERVICES AND ADMINISTRATION 59 2.3.4
ADMINISTRATIVE CONTACTING AS PUBLIC PARTICIPATION 62 2.4 SUMMARY 65 3
METHODOLOGY AND DATA ANALYSIS 67 3.1 RESEARCH METHOD 67 3.2 DATA
COLLECTION AND DATA SOURCES 70 3.2.1 CITY OF CHICAGO 73 3.2.2 CITY OF
BALTIMORE 74 3.2.3 CITY OF NEW YORK 74 3.2.4 MIAMI-DADE COUNTY 75 3.3
DATA ANALYSIS 75 3.4 LIMITATIONS TO THE DATA COLLECTION AND ANALYSIS 77
4 RESULTS 79 4.1 CIRM IN BALTIMORE 79 4.1.1 IMPLEMENTING CIRM 79 4.1.2
IMPACTOFCIRM 82 4.1.3 UNDERSTANDING OF CIRM 84 4.2 CIRM IN CHICAGO 84
4.2.1 IMPLEMENTING CIRM 84 4.2.2 IMPACTOFCIRM 89 4.2.3 UNDERSTANDING OF
CIRM 90 4.3 CIRM IN NEW YORK CITY 93 4.3.1 IMPLEMENTING CIRM 93 4.3.2
IMPACTOFCIRM 100 4.3.3 UNDERSTANDING OF CIRM 102 4.4 CIRM IN MIAMI-DADE
COUNTY 104 4.4.1 IMPLEMENTING CIRM 104 4.4.2 IMPACT OF CIRM 112 4.4.3
UNDERSTANDING OF CIRM 114 5 CITIZEN RELATIONSHIP MANAGEMENT 119 5.1 OLD
WINE IN NEW BOTTLES? COMPARING CRM WITH TQM AND EGOVERNMENT 119 5.2
IMPLEMENTING CIRM 124 5.3 IMPACT OF CIRM 130 5.4 UNDERSTANDING OF CIRM
134 XII 5.5 TOWARD A MODEL OF CIRM 136 5.6 CIRM AND PUBLIC PARTICIPATION
139 5.7 POTENTIAL ISSUESOFCIRM 142 6 CONCLUSION 145 6.1 LIMITATIONS
OFTHIS RESEARCH 149 6.2 IMPLICATIONS FOR THEORY AND RESEARCH 150 6.3
IMPLICATIONS FOR POLICY AND PUBLIC MANAGEMENT 152 APPENDIX A - CASE
STUDY PLANNING 155 APPENDIX B - CODING 167 APPENDIX C - TQM 171 APPENDIX
D - CASE DATA 173 REFERENCES 195 INDEX 240 XIII |
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| dewey-full | 659.2/93208080973 |
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| discipline | Politologie Wirtschaftswissenschaften |
| discipline_str_mv | Politologie Wirtschaftswissenschaften |
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| title | Citizen relationship management a study of CRM in government |
| title_auth | Citizen relationship management a study of CRM in government |
| title_exact_search | Citizen relationship management a study of CRM in government |
| title_exact_search_txtP | Citizen relationship management a study of CRM in government |
| title_full | Citizen relationship management a study of CRM in government Alexander Schellong |
| title_fullStr | Citizen relationship management a study of CRM in government Alexander Schellong |
| title_full_unstemmed | Citizen relationship management a study of CRM in government Alexander Schellong |
| title_short | Citizen relationship management |
| title_sort | citizen relationship management a study of crm in government |
| title_sub | a study of CRM in government |
| topic | Customer relations Management Internet in public administration United States Local government Public relations United States Municipal government Public relations United States Municipal government United States Case studies Stadtverwaltung (DE-588)4056784-9 gnd Bürgerbeteiligung (DE-588)4008767-0 gnd Bürgernahe Verwaltung (DE-588)4008788-8 gnd |
| topic_facet | Customer relations Management Internet in public administration United States Local government Public relations United States Municipal government Public relations United States Municipal government United States Case studies Stadtverwaltung Bürgerbeteiligung Bürgernahe Verwaltung USA Fallstudiensammlung Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016582973&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV005893964 |
| work_keys_str_mv | AT schellongalexander citizenrelationshipmanagementastudyofcrmingovernment |