» Details

Citizen Relationship Management

Schellong, Alexander

Citizen Relationship Management

A Study of CRM in Government

Series: Europäische Hochschulschriften / European University Studies / Publications Universitaires Européennes - Volume 560

Year of Publication: 2008

Frankfurt am Main, Berlin, Bern, Bruxelles, New York, Oxford, Wien, 2008. XX, 242 pp., 22 fig., 15 tables
ISBN 978-3-631-57844-5 pb.  (Softcover)

Weight: 0.340 kg, 0.750 lbs

available Softcover
available PDF
  • Softcover:
  • SFR 66.00
  • €* 57.95
  • €** 59.60
  • € 54.20
  • £ 43.00
  • US$ 70.95
  • Softcover
  • eBook:
  • SFR 69.55
  • €* 64.50
  • €** 65.04
  • 54.20
  • £ 43.00
  • US$ 70.95

» Currency of invoice * includes VAT – valid for Germany and EU customers without VAT Reg No
** includes VAT – only valid for Austria

Note for the purchase of eBooks

Due to new international tax regulations, Peter Lang will offer its eBooks to private customers exclusively through the following platforms:

Apple Inc.

Institutional customers such as libraries and library suppliers are requested to direct their queries concerning the acquisition of eBooks at customerservice@peterlang.com

Peter Lang eBooks are also available through the following library aggregators:

Dawson Books
EBL EBook Library
EBSCO Publishing
Elsevier B.V.
Gardners Books
Deutsche Nationalbibliothek


Book synopsis

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.


Contents: From Customer Relationship Management towards citizen oriented government – CRM – New Public Management – TQM – eGovernment – Citizen public administration relationship – Citizen as customer – Administrative contacting as public participation – Case Studies: CiRM and 311 in Baltimore, Chicago, New York City, Miami-Dade County (Implementation, Understanding, Impact) – Comparing CRM with TQM and eGovernment – A model of Citizen Relationship Management – CiRM and public participation.

About the author(s)/editor(s)

The Author: Alexander Schellong has been a Research Fellow at John F. Kennedy School of Government, Cambridge – National Center for Digital Government/Program on Networked Governance (USA). He has been teaching executives and students at Harvard University (USA), Tecnológico de Monterrey – EGAP (Mexico), The University of Tokyo (Japan) and the University of Erfurt – Erfurt School of Public Policy (Germany). He received his M.A. in Political Sciences and Economics and Ph.D. from the University of Frankfurt am Main (Germany). The author’s studies focus on the impact of technology on organizations and customer oriented management practices. He also consults on these and other topics with public and private organizations locally and internationally.


European University Studies: Series 31, Politics. Vol. 560