CRM in the public sector: towards a conceptual research framework

Customer Relationship Management has been well discussed as a holistic concept for the private sector to start, maintain and optimize relationships to make customers more loyal/profitable - in sum to improve the relationship with the consumers. Many companies have invested into the customer driven CRM concept but research indicates varying outcomes. Recent publications, mainly driven by the private sector rather than academia, show a rising interest about the application of CRM in the public sector domain. There the term Citizen Relationship Management is also used. Since CRM is a concept enabled by technology this topics is closely connected to the Digital Government research agenda. Long term changes to the structure and organization of the public administration we know as of today, as well as the citizen government relationship are imminent and need further attention. In this paper, I review the latest findings in CRM research from the private sector and connect it to the public sector. The goal is to identify a framework for future research.

[1]  James L. Perry,et al.  Does Service Affect Citizenship? , 2001 .

[2]  Morris Janowitz,et al.  The Bureaucrat and the Public: A Study of Informational Perspectives , 1957 .

[3]  C. Hood,et al.  The Middle Aging of New Public Management: Into the Age of Paradox? , 2004 .

[4]  Werner Reinartz,et al.  Measuring the Customer Relationship Management Construct and Linking it to Performance Outcomes , 2003 .

[5]  Laurence E. Lynn,et al.  The New Public Management: How to Transform a Theme into a Legacy , 1998 .

[6]  W. Johnston,et al.  An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon , 2004 .

[7]  N. Roberts.  Public Deliberation in an Age of Direct Citizen Participation , 2004 .

[8]  Jennifer E. Rowley,et al.  Electronic Public Service Delivery through Online Kiosks: The User's Perspective , 2002, EGOV.

[9]  D. Osborne,et al.  Reinventing Government: How the En-trepreneurial Spirit is Transforming the Public Sector , 1992 .

[10]  Pennie Frow,et al.  The role of multichannel integration in customer relationship management , 2004 .

[11]  Christian Homburg,et al.  Handbuch Kundenbindungsmanagement : Grundlagen - Konzepte - Erfahrungen , 1999 .

[12]  Alon Peled.  Do Computers Cut Red Tape? , 2001 .

[13]  Christopher W. Larimer,et al.  The public administration theory primer , 2003 .

[14]  J. D. Carroll,et al.  The Rhetoric of Reform and Political Reality in the National Performance Review , 1995 .

[15]  Bruce Rocheleau,et al.  Public Versus Private Information Systems , 2002 .

[16]  J. Fountain.  Building the Virtual State: Information Technology and Institutional Change , 2001 .

[17]  Neal Ryan,et al.  Reconstructing Citizens as Consumers: Implications for New Modes of Governance , 2001 .

[18]  Don Peppers,et al.  The One to One Future , 1993 .

[19]  Charles J. Fox.  Reinventing Government as Postmodern Symbolic Politics , 1996 .

[20]  David Hirschmann,et al.  “Customer Service” in the United States Agency for International Development , 1999 .

[21]  Donna Auguste,et al.  Customer Service , 2001, IEEE Internet Comput..

[22]  J. E. Swiss.  Adapting Total Quality Management (TQM) to Government. , 1992 .

[23]  Binshan Lin,et al.  Implications of total quality management in federal services: the US experience , 1996 .

[24]  Jane E. Fountain.  Service to the Citizen: The Use of 800 Numbers in Government , 1992 .

[25]  Angus Laing,et al.  Marketing in the Public Sector: Towards a Typology of Public Services , 2003 .

[26]  Magdalena Bleyer,et al.  Vom Customer Relationship Management zum Citizen Relationship Management , 2004 .

[27]  K. Schedler,et al.  Local and regional public management reforms in Switzerland , 2003 .

[28]  Dai Hai-qun,et al.  On relationship marketing , 2005 .

[29]  Marian Barnes,et al.  Spoilt for choice? How consumerism can disempower public service users , 1995 .

[30]  Michael Gisler,et al.  eGovernment - Minitrack Introduction , 2001, HICSS.

[31]  Charles C. Hinnant,et al.  Market-Based Reforms in Government , 1998 .

[32]  Richard C. Box.  Running Government Like a Business , 1999 .

[33]  M. Walton.  The Deming management method , 1986 .

[34]  J. A. Fitzsimmons.  Service Management , 2003 .

[35]  Tobias Richter,et al.  Customer-Relationship-Management in der öffentlichen Verwaltung , 2002 .

[36]  Roland Traunmüller,et al.  Electronic Government, First International Conference, EGOV 2002, Aix-en-Provence, France, September 2-5, 2002, Proceedings , 2002, EGOV.

[37]  Beryl A. Radin,et al.  A Critique of TQM: Problems of Implementation in the Public , 1993 .

[38]  Michael Barzelay,et al.  Total Quality Management in Government: A Practical Guide for the Real World , 1993 .

[39]  S E Koger,et al.  Service management. , 1993, College review.

[40]  George Alexander Boyne,et al.  What is public service improvement , 2003 .