{"id":"https://openalex.org/W2480919708","doi":"https://doi.org/10.4018/978-1-59904-947-2.ch189","title":"Citizen Relationship Management","display_name":"Citizen Relationship Management","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W2480919708","doi":"https://doi.org/10.4018/978-1-59904-947-2.ch189","mag":"2480919708"},"language":"en","primary_location":{"id":"doi:10.4018/978-1-59904-947-2.ch189","doi":"https://doi.org/10.4018/978-1-59904-947-2.ch189","is_oa":false,"landing_page_url":"https://doi.org/10.4018/978-1-59904-947-2.ch189","pdf_url":null,"source":{"id":"https://openalex.org/S4306418251","display_name":"Electronic Government","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Government","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4238196966","display_name":"Electronic Government"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5044865529","display_name":"Alexander Schellong","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I136199984","display_name":"Harvard University","ror":"https://ror.org/03vek6s52","country_code":"US","type":"education","lineage":["https://openalex.org/I136199984"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Alexander Schellong","raw_affiliation_strings":["Harvard University, USA, and J.W. Goethe University, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Harvard University, USA, and J.W. Goethe University, Germany","institution_ids":["https://openalex.org/I136199984"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5044865529"],"corresponding_institution_ids":["https://openalex.org/I136199984"],"apc_list":null,"apc_paid":null,"fwci":9.046,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.97625218,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"2567","last_page":"2579"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9375,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9375,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.054099999368190765,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0027000000700354576,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/citizen-relationship-management","display_name":"citizen relationship management","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9829999804496765},{"id":"https://openalex.org/keywords/public-sector","display_name":"public sector","score":0.7760000228881836},{"id":"https://openalex.org/keywords/citizen-orientation","display_name":"citizen orientation","score":0.8889999985694885},{"id":"https://openalex.org/keywords/state-citizen-relations","display_name":"state-citizen relations","score":0.7110000252723694},{"id":"https://openalex.org/keywords/accountability","display_name":"accountability","score":0.8849999904632568},{"id":"https://openalex.org/keywords/citizen-participation","display_name":"citizen participation","score":0.9710000157356262},{"id":"https://openalex.org/keywords/organizational-change","display_name":"organizational change","score":0.9139999747276306},{"id":"https://openalex.org/keywords/e-government-technology","display_name":"e-government technology","score":0.7239999771118164}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.7072489261627197},{"id":"https://openalex.org/C2984067766","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Customer orientation","level":2,"score":0.6351844072341919},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.6135300993919373},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.6074432730674744},{"id":"https://openalex.org/C2776007630","wikidata":"https://www.wikidata.org/wiki/Q2798912","display_name":"Accountability","level":2,"score":0.5879858732223511},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.5785930156707764},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5519018173217773},{"id":"https://openalex.org/C121426985","wikidata":"https://www.wikidata.org/wiki/Q591763","display_name":"Private sector","level":2,"score":0.43836626410484314},{"id":"https://openalex.org/C3116431","wikidata":"https://www.wikidata.org/wiki/Q31728","display_name":"Public administration","level":1,"score":0.38083764910697937},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.32892149686813354},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.24127250909805298},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/978-1-59904-947-2.ch189","doi":"https://doi.org/10.4018/978-1-59904-947-2.ch189","is_oa":false,"landing_page_url":"https://doi.org/10.4018/978-1-59904-947-2.ch189","pdf_url":null,"source":{"id":"https://openalex.org/S4306418251","display_name":"Electronic Government","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Government","raw_type":"book-chapter"},{"id":"doi:10.4018/9781599049472.ch189","doi":"https://doi.org/10.4018/9781599049472.ch189","is_oa":false,"landing_page_url":"https://doi.org/10.4018/9781599049472.ch189","pdf_url":null,"source":{"id":"https://openalex.org/S4306418251","display_name":"Electronic Government","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Government","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Peace, justice, and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.666700005531311}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7036811103","https://openalex.org/W3138839268","https://openalex.org/W3137094856","https://openalex.org/W3195458504","https://openalex.org/W7131989864","https://openalex.org/W1491188469","https://openalex.org/W3105282469","https://openalex.org/W7113507973","https://openalex.org/W2084936098","https://openalex.org/W2570750114"],"abstract_inverted_index":{"Citizen":[0],"relationship":[1,22,74,87],"management":[2,9,23],"(CiRM)":[3],"refers":[4],"to":[5,17,116],"a":[6,63],"cluster":[7],"of":[8,48,56,72,85],"practices,":[10],"channel,":[11],"and":[12,37,53,70,83,99,107],"IT":[13],"solutions":[14],"that":[15],"seek":[16],"use":[18],"private":[19],"sector":[20],"customer":[21,73],"(CRM)":[24],"in":[25,51,80],"the":[26,39,54,66,92],"public":[27,97],"sector.":[28],"Goals":[29],"can":[30],"be":[31],"improving":[32],"citizen":[33,40,49,86,93],"orientation,":[34],"better":[35],"accountability,":[36],"changing":[38],"government":[41,52,94],"relationship.":[42],"I":[43],"begin":[44],"with":[45,62],"an":[46,79],"overview":[47],"orientation":[50],"emergence":[55],"CiRM.":[57],"The":[58],"following":[59],"section":[60],"starts":[61],"look":[64],"at":[65],"underlying":[67],"principles,":[68],"goals,":[69],"components":[71],"management.":[75,88],"Accordingly,":[76],"there":[77],"is":[78],"depth":[81],"discussion":[82],"definition":[84],"Aspects":[89],"such":[90],"as":[91],"relationship,":[95],"technology,":[96],"participation,":[98],"organizational":[100],"changes":[101],"are":[102,109],"addressed.":[103],"Finally,":[104],"future":[105],"trends":[106],"conclusions":[108],"drawn.":[110],"Request":[111],"access":[112],"from":[113],"your":[114],"librarian":[115],"read":[117],"this":[118],"chapter's":[119],"full":[120],"text.":[121]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-08-23T00:00:00"}