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Title: Customer relationship management (CRM) in e-government: a relational perspective
Authors: Pan, S.-L. 
Tan, C.-W.
Lim, E.T.K.
Keywords: Customer relationship management
Relational incentive
Relational value and relational tool
Issue Date: 2006
Citation: Pan, S.-L., Tan, C.-W., Lim, E.T.K. (2006). Customer relationship management (CRM) in e-government: a relational perspective. Decision Support Systems 42 (1) : 237-250. ScholarBank@NUS Repository.
Abstract: The case of the National IT Literacy Program (NITLP) as part of Singapore's e-government initiative serves to illustrate the evolution of strategic customer relationship management (CRM) practices. The role of CRM has remained relatively consistent even though its practices have evolved in response to both environmental and technological changes. This study introduces the concepts of relational incentive, relational value and relational tool that position indirect communications as an important contender to direct communications for organizational relationship building. This study adopts a relational perspective with which to formulate a managerial strategy for CRM that is independent of direct organizational involvement. © 2004 Elsevier B.V. All rights reserved.
Source Title: Decision Support Systems
ISSN: 01679236
DOI: 10.1016/j.dss.2004.12.001
Appears in Collections:Staff Publications

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