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Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.dss.2004.12.001
DC FieldValue
dc.titleCustomer relationship management (CRM) in e-government: a relational perspective
dc.contributor.authorPan, S.-L.
dc.contributor.authorTan, C.-W.
dc.contributor.authorLim, E.T.K.
dc.date.accessioned2013-07-11T10:12:19Z
dc.date.available2013-07-11T10:12:19Z
dc.date.issued2006
dc.identifier.citationPan, 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. https://doi.org/10.1016/j.dss.2004.12.001
dc.identifier.issn01679236
dc.identifier.urihttp://scholarbank.nus.edu.sg/handle/10635/42558
dc.description.abstractThe 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.
dc.description.urihttp://libproxy1.nus.edu.sg/login?url=http://dx.doi.org/10.1016/j.dss.2004.12.001
dc.sourceScopus
dc.subjectCustomer relationship management
dc.subjectE-government
dc.subjectRelational incentive
dc.subjectRelational value and relational tool
dc.typeArticle
dc.contributor.departmentINFORMATION SYSTEMS
dc.description.doi10.1016/j.dss.2004.12.001
dc.description.sourcetitleDecision Support Systems
dc.description.volume42
dc.description.issue1
dc.description.page237-250
dc.description.codenDSSYD
dc.identifier.isiut000241097000014
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