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Customer relationship management (CRM) in e-government: a relational perspective · Study

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ArticleCustomer relationship management (CRM) in e-government: a relational perspective

Shan Ling Pan2004

Article2004

Customer relationship management (CRM) in e-government: a relational perspective

Shan Ling Pan · Chee‐Wee Tan · Eric T.K. Lim

115 citations·0/0 files stored·Decision Support Systems

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Customer Service Quality and Loyalty E-Government and Public Services Corporate Governance and Management

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 115 citations exist upstream.

References

2001Knowledge Management: An Organizational Capabilities Perspective 1993Real World Research: A Resource for Social Scientists and Practitioner-Researchers 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy 2002The Evolution of E‐Government among Municipalities: Rhetoric or Reality?1996Consumer Reactions to Electronic Shopping on the World Wide Web 1998Building dialogic relationships through the world wide web 2002Reinventing Local Governments and the E‐Government Initiative 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration

Cited by

2012E‐service quality model for Indian government portals: citizens' perspective 2011E-Government Readiness Assessment for Government Organizations in Developing Countries 2008User engagement in e-government systems implementation: A comparative case study of two Singaporean e-government initiatives 2012Forward to the past: Lessons for the future of e-government from the story so far 2008The adoption of centralized customer service systems: A survey of local governments 2011Advancing Public Trust Relationships in Electronic Government: The Singapore E-Filing Journey 2022Sustainable customer relationship management 2009Integration of firm's resource and capability to implement enterprise CRM: A case study of a retail bank in Korea

Details

Year2004

Typearticle

Published2004-12-29

VenueDecision Support Systems

ISSN-L0167-9236

Languageen

Citations115

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.dss.2004.12.001

openalex_workW4245238933

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