Phenomenography of Citizen Relationship Management (in Persian)

Elham Mojarab (), Mohammad Lagzian () and Saeed Mortazavi ()
Additional contact information
Elham Mojarab: Ferdowsi University of Mashhad, Iran.
Mohammad Lagzian: Department of Ferdowsi University of Mashhad, Iran
Saeed Mortazavi: Department of Business Management, Ferdowsi University of Mashhad, Iran.

Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه), 2019, vol. 31, issue 4, 133-164

Abstract: Citizen relationship management in public administration is rooted in customer relationship management concept in the private sector. This new concept in the public sector can increase citizen participation and involvement in decision-making procedures, can be the voice of citizens, and can enhance their feeling of belongingness to the government. Using the phenomenography strategy, the research aims to investigate the perceptions of government agencies’ managers regarding citizen relationship management. In order to collect data for this qualitative research, semi-structured in-depth interviews were conducted with 11 public managers, who had been selected through the snowball sampling method. The findings of the research have been categorized into three main concepts which expect managers to: (a) have philosophical view towards citizen relationship management, (b) have objective view toward citizen relationship management, and (c) utilize customer relationship management concepts in citizen relationship management. Some of the important results related to these three concepts are: (1) CiRM, is a criterion for persistence or deterioration of governments (2) regarding the difference in the nature of citizenship and customership, CiRM must be given priority (3) personalization has no place in the public sector; (4) budget-centrism and disregarding the importance of CiRM must be avoided.

Keywords: Customer Relationship Management; Citizen Relationship Management; Phenomenography; Content Analysis; Governmental Managers. (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://jmdp.ir/article-1-3208-en.pdf (application/pdf)
http://jmdp.ir/article-1-3208-en.html (text/html)
http://jmdp.ir/article-1-3208-fa.html (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:auv:jijmdp:v:31:y:2019:i:4:p:133-164

Access Statistics for this article

More articles in Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه) from Institute for Management and Planning studies Contact information at EDIRC.
Bibliographic data for series maintained by Nahid Jebeli ( this e-mail address is bad, please contact ).