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• 2003Managing e-transformation in the public sector: an e-government study of the Inland Revenue Authority of Singapore (IRAS)184 cited
• 2004Net‐Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities*174 cited
• 2006Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore167 cited
• 2007An exploratory study of implementation of customer relationship management strategy165 cited
• 2007Transformational Government? The role of information technology in delivering citizen-centric local public services158 cited
• 2004Whose Identity Is It Anyway? Consumer Representation in the Age of Database Marketing148 cited
• 2006Citizens as customers: Exploring the future of CRM in UK local government134 cited
• 2004Customer relationship management (CRM) in e-government: a relational perspective115 cited
• 2011Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand98 cited
• 2005Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model88 cited
• 2009Customer Relationship Management: Implementation Process Perspective84 cited
• 2007An Examination of Customer Relationship Management (CRM) Technology Adoption and its Impact on Business-to-Business Customer Relationships78 cited