Citizen Relationship Management : A Study of CRM in Government.

Table of Contents -- Acknowledgements IX -- List of Figures XV -- List of Tables XVII -- List of Abbreviations XIX -- 1 Introduction 1 -- 1.1 Background and scope of the problem 2 -- 1.2 Definition of terms 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 CRM processes 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 -- 2.2.4.1 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 -- 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 Impact of CiRM 82 -- 4.1.3 Understanding of CiRM 84 -- 4.2 CiRM in Chicago 84 -- 4.2.1 Implementing CiRM 84 -- 4.2.2 Impact of CiRM 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 Impact of CiRM 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 -- 5.5 Toward a model of CiRM 136 -- 5.6 CiRM and public participation 139 -- 5.7 Potential issues of CiRM 142 -- 6 Conclusion 145 -- 6.1 Limitations of this 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.