{"id":"https://openalex.org/W67830120","doi":null,"title":"Citizen relationship management implementation in Malaysian local governments","display_name":"Citizen relationship management implementation in Malaysian local governments","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W67830120","mag":"67830120"},"language":"en","primary_location":{"id":"pmh:oai:bura.brunel.ac.uk:2438/7631","doi":null,"is_oa":true,"landing_page_url":"http://bura.brunel.ac.uk/handle/2438/7631","pdf_url":"http://bura.brunel.ac.uk/handle/2438/7631","source":{"id":"https://openalex.org/S4306401473","display_name":"Brunel University Research Archive (BURA) (Brunel University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I59433898","host_organization_name":"Brunel University of London","host_organization_lineage":["https://openalex.org/I59433898"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://bura.brunel.ac.uk/handle/2438/7631","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5078033365","display_name":"Mahadi Bahari","orcid":"https://orcid.org/0000-0003-0301-374X","observed_orcids":["https://orcid.org/0000-0003-0301-374X"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Mahadi Bahari","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5078033365"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9419000148773193,"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":0.9419000148773193,"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/T12687","display_name":"Public Administration in Developing Nations","score":0.02419999986886978,"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":0.017100000753998756,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/citizen-relationship-management","display_name":"citizen relationship management","score":0.9300000071525574},{"id":"https://openalex.org/keywords/e-government-implementation","display_name":"e-government implementation","score":0.671999990940094},{"id":"https://openalex.org/keywords/local-government","display_name":"local government","score":0.8669999837875366},{"id":"https://openalex.org/keywords/implementation-factors","display_name":"implementation factors","score":0.7110000252723694},{"id":"https://openalex.org/keywords/implementation-science-frameworks","display_name":"implementation framework","score":0.7919999957084656},{"id":"https://openalex.org/keywords/system-developers","display_name":"system developers","score":0.6909999847412109},{"id":"https://openalex.org/keywords/malaysian-local-government","display_name":"Malaysian local government","score":0.6639999747276306},{"id":"https://openalex.org/keywords/public-service-delivery","display_name":"public service delivery","score":0.6779999732971191}],"concepts":[{"id":"https://openalex.org/C3116431","wikidata":"https://www.wikidata.org/wiki/Q31728","display_name":"Public administration","level":1,"score":0.47289028763771057},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4377965033054352},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.38095593452453613},{"id":"https://openalex.org/C91375879","wikidata":"https://www.wikidata.org/wiki/Q15473274","display_name":"Environmental planning","level":1,"score":0.339707612991333},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.2866276800632477}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:bura.brunel.ac.uk:2438/7631","doi":null,"is_oa":true,"landing_page_url":"http://bura.brunel.ac.uk/handle/2438/7631","pdf_url":"http://bura.brunel.ac.uk/handle/2438/7631","source":{"id":"https://openalex.org/S4306401473","display_name":"Brunel University Research Archive (BURA) (Brunel University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I59433898","host_organization_name":"Brunel University of London","host_organization_lineage":["https://openalex.org/I59433898"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},{"id":"mag:67830120","doi":null,"is_oa":false,"landing_page_url":"https://bura.brunel.ac.uk/bitstream/2438/7631/1/FulltextThesis.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:bura.brunel.ac.uk:2438/7631","doi":null,"is_oa":true,"landing_page_url":"http://bura.brunel.ac.uk/handle/2438/7631","pdf_url":"http://bura.brunel.ac.uk/handle/2438/7631","source":{"id":"https://openalex.org/S4306401473","display_name":"Brunel University Research Archive (BURA) (Brunel University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I59433898","host_organization_name":"Brunel University of London","host_organization_lineage":["https://openalex.org/I59433898"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},"sustainable_development_goals":[{"score":0.8046000003814697,"display_name":"Peace, justice, and strong institutions","id":"https://metadata.un.org/sdg/16"},{"score":0.5142999887466431,"display_name":"Sustainable cities and communities","id":"https://metadata.un.org/sdg/11"}],"study_designs":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320323300","display_name":"Universiti Teknologi Malaysia","ror":"https://ror.org/026w31v75"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W67830120.pdf","grobid_xml":"https://content.openalex.org/works/W67830120.grobid-xml"},"referenced_works_count":187,"referenced_works":["https://openalex.org/W16228128","https://openalex.org/W19713480","https://openalex.org/W20227040","https://openalex.org/W54403506","https://openalex.org/W84826441","https://openalex.org/W124182591","https://openalex.org/W180737337","https://openalex.org/W182487124","https://openalex.org/W219828040","https://openalex.org/W307068638","https://openalex.org/W614193753","https://openalex.org/W641381540","https://openalex.org/W991834958","https://openalex.org/W1483580929","https://openalex.org/W1484927864","https://openalex.org/W1491188469","https://openalex.org/W1493025227","https://openalex.org/W1502570577","https://openalex.org/W1504799864","https://openalex.org/W1507229211","https://openalex.org/W1509577953","https://openalex.org/W1509944804","https://openalex.org/W1516783271","https://openalex.org/W1526281379","https://openalex.org/W1526654465","https://openalex.org/W1527311855","https://openalex.org/W1536393984","https://openalex.org/W1541696305","https://openalex.org/W1552584842","https://openalex.org/W1558083196","https://openalex.org/W1565908084","https://openalex.org/W1571815411","https://openalex.org/W1575988375","https://openalex.org/W1581652369","https://openalex.org/W1597255845","https://openalex.org/W1598045064","https://openalex.org/W1598226182","https://openalex.org/W1603882355","https://openalex.org/W1609879664","https://openalex.org/W1658908529","https://openalex.org/W1663835369","https://openalex.org/W1688925372","https://openalex.org/W1690752540","https://openalex.org/W1741321747","https://openalex.org/W1779452014","https://openalex.org/W1964084590","https://openalex.org/W1964665836","https://openalex.org/W1965736875","https://openalex.org/W1966340945","https://openalex.org/W1969015596","https://openalex.org/W1975710656","https://openalex.org/W1976692020","https://openalex.org/W1977636537","https://openalex.org/W1980126189","https://openalex.org/W1980583203","https://openalex.org/W1981170337","https://openalex.org/W1983284080","https://openalex.org/W1983710994","https://openalex.org/W1985938907","https://openalex.org/W1987996298","https://openalex.org/W1989797764","https://openalex.org/W1990454565","https://openalex.org/W1994312943","https://openalex.org/W1995415491","https://openalex.org/W1996654773","https://openalex.org/W1997741131","https://openalex.org/W1998816349","https://openalex.org/W1999543153","https://openalex.org/W2000483423","https://openalex.org/W2002826359","https://openalex.org/W2006887122","https://openalex.org/W2007720436","https://openalex.org/W2007973439","https://openalex.org/W2008802587","https://openalex.org/W2009434603","https://openalex.org/W2011572458","https://openalex.org/W2012802924","https://openalex.org/W2013318785","https://openalex.org/W2014788561","https://openalex.org/W2017564814","https://openalex.org/W2018165958","https://openalex.org/W2023225590","https://openalex.org/W2023664853","https://openalex.org/W2024301121","https://openalex.org/W2025106338","https://openalex.org/W2025536870","https://openalex.org/W2026080222","https://openalex.org/W2028954902","https://openalex.org/W2031175596","https://openalex.org/W2033027876","https://openalex.org/W2033952602","https://openalex.org/W2036917733","https://openalex.org/W2037139249","https://openalex.org/W2037802710","https://openalex.org/W2043722031","https://openalex.org/W2044072828","https://openalex.org/W2045290959","https://openalex.org/W2050446063","https://openalex.org/W2051544701","https://openalex.org/W2054030698","https://openalex.org/W2056330418","https://openalex.org/W2058068570","https://openalex.org/W2062064788","https://openalex.org/W2067541737","https://openalex.org/W2067575191","https://openalex.org/W2068098306","https://openalex.org/W2070036758","https://openalex.org/W2073849932","https://openalex.org/W2076658628","https://openalex.org/W2082794678","https://openalex.org/W2083106502","https://openalex.org/W2083190491","https://openalex.org/W2083946502","https://openalex.org/W2085827460","https://openalex.org/W2086673082","https://openalex.org/W2087225953","https://openalex.org/W2088641720","https://openalex.org/W2090219736","https://openalex.org/W2090444130","https://openalex.org/W2090588392","https://openalex.org/W2090935069","https://openalex.org/W2091713602","https://openalex.org/W2092369593","https://openalex.org/W2102916105","https://openalex.org/W2103024011","https://openalex.org/W2103358021","https://openalex.org/W2104380696","https://openalex.org/W2104449875","https://openalex.org/W2109477435","https://openalex.org/W2109638762","https://openalex.org/W2111901659","https://openalex.org/W2112011166","https://openalex.org/W2112287264","https://openalex.org/W2114760026","https://openalex.org/W2115497642","https://openalex.org/W2116506228","https://openalex.org/W2116511943","https://openalex.org/W2116720807","https://openalex.org/W2118607208","https://openalex.org/W2120953568","https://openalex.org/W2121212693","https://openalex.org/W2121526950","https://openalex.org/W2123024197","https://openalex.org/W2123356536","https://openalex.org/W2123438112","https://openalex.org/W2126070475","https://openalex.org/W2126756590","https://openalex.org/W2130427181","https://openalex.org/W2131371535","https://openalex.org/W2131410740","https://openalex.org/W2133353552","https://openalex.org/W2133608020","https://openalex.org/W2134648895","https://openalex.org/W2137240809","https://openalex.org/W2137295086","https://openalex.org/W2138187959","https://openalex.org/W2140849600","https://openalex.org/W2146276949","https://openalex.org/W2146645036","https://openalex.org/W2150374398","https://openalex.org/W2152996019","https://openalex.org/W2153957498","https://openalex.org/W2156151681","https://openalex.org/W2156227183","https://openalex.org/W2158242434","https://openalex.org/W2160765291","https://openalex.org/W2161176220","https://openalex.org/W2162554352","https://openalex.org/W2163899854","https://openalex.org/W2166486349","https://openalex.org/W2169914197","https://openalex.org/W2170390307","https://openalex.org/W2212450465","https://openalex.org/W2239155433","https://openalex.org/W2240377057","https://openalex.org/W2310166012","https://openalex.org/W2329395632","https://openalex.org/W2414921494","https://openalex.org/W2500540869","https://openalex.org/W2527253457","https://openalex.org/W2582377764","https://openalex.org/W2914975218","https://openalex.org/W2972976915","https://openalex.org/W3124962884","https://openalex.org/W3144127399","https://openalex.org/W4239268392","https://openalex.org/W4245238933"],"related_works":["https://openalex.org/W1516783271","https://openalex.org/W2733507980","https://openalex.org/W1442670916","https://openalex.org/W16228128","https://openalex.org/W3195458504","https://openalex.org/W2084936098","https://openalex.org/W7008919785","https://openalex.org/W3138839268","https://openalex.org/W2040923674","https://openalex.org/W3137094856"],"abstract_inverted_index":{"From":[0],"the":[1,14,26,31,37,41,44,63,71,74,94,103,118,126,177,190,203,218,221,227,235,245,262,267,275,279,284,334],"perspective":[2],"of":[3,13,28,43,73,159,176,189,197,220,226,331,336],"a":[4,83,171,185,195,258],"system":[5,100,119,140,223],"developer,":[6],"this":[7,48,320,337],"study":[8,22,124,128],"presents":[9],"an":[10,108],"in-depth":[11,134],"analysis":[12],"CiRM":[15,32,75,92,200,222,249,263],"implementation":[16,33,76,109,201,224,250,264,280],"process":[17,34,77,265],"in":[18,36,47,78,91,102,116,164,202,248,266,278],"Malaysian":[19,45,104,269],"local":[20,38,86,144,205,268],"government.The":[21],"was":[23],"motivated":[24],"by":[25,213],"lack":[27],"studies":[29],"examining":[30],"initiatives":[35],"government":[39,105],"sector.Furthermore,":[40],"performance":[42],"Government":[46],"initiative":[49],"has":[50,68,81,120],"been":[51,82,314,330],"subjected":[52],"to":[53,66,88,106,207,217,231,234,242,256,295,318],"various":[54],"criticisms,":[55],"i.e.,":[56],"not":[57,272],"properly":[58],"servicing":[59],"its":[60],"public.This":[61],"raises":[62],"question":[64],"as":[65],"what":[67],"happened":[69],"during":[70],"period":[72],"Malaysia.As":[79],"there":[80],"demand":[84],"for":[85,96,261,302,316,333,356],"governments":[87,145,206],"invest":[89],"more":[90,122],"projects,":[93],"need":[95],"existing":[97,236,246],"and":[98,130,152,173,181,187,286,307,326,352],"potential":[99],"developers":[101,141],"have":[107,313,329,339],"framework":[110,260,271],"that":[111,288],"could":[112],"guide":[113],"their":[114,215,358],"effort":[115],"implementing":[117],"become":[121],"vital.This":[123],"combines":[125],"case":[127],"research":[129],"grounded":[131],"theory":[132],"approaches.Twenty":[133],"face-to-face":[135],"interviews":[136,148,154],"were":[137,162,211,229,240,253],"conducted":[138],"with":[139],"from":[142,149,155,343],"ten":[143],"(i.e.,":[146],"five":[147],"four":[150],"pilot-cases":[151],"fifteen":[153],"six":[156],"primary-cases).The":[157],"analyses":[158,175,193],"these":[160],"data":[161],"divided":[163],"three":[165],"main":[166,276],"phases.The":[167],"first":[168],"phase":[169],"involved":[170,184],"within":[172,186,290],"cross-case":[174,188],"pilot":[178],"cases.The":[179],"second":[180,345],"third":[182],"phases":[183],"primary":[191],"cases.These":[192],"enabled":[194],"set":[196],"determinants":[198,210,228,252,277],"on":[199],"Malaysia":[204],"be":[208,232,243],"developed.The":[209],"established":[212],"fitting":[214],"characteristics":[216],"lifecycle":[219],"process.Some":[225],"found":[230,241],"common":[233],"literature":[237],"while":[238],"others":[239],"enhancing":[244],"knowledge":[247],"process.These":[251],"then":[254],"developed":[255],"shape":[257],"theoretical":[259],"governments.This":[270],"only":[273],"describes":[274],"process,":[281],"but":[282],"also":[283,340],"forces":[285],"activities":[287],"lie":[289],"it.Primarily,":[291],"I":[292],"would":[293,312],"like":[294],"thank":[296],"my":[297,344],"supervisor":[298],"Dr":[299,353],"Syed":[300],"Nasirin":[301],"his":[303],"constant":[304],"guidance,":[305],"encouragement,":[306],"cooperation":[308],"without":[309],"which":[310],"it":[311],"impossible":[315],"me":[317],"complete":[319],"study.His":[321],"friendly":[322],"approach,":[323],"intellectual":[324],"insights":[325],"meticulous":[327],"advice":[328],"help":[332],"success":[335],"research.I":[338],"benefited":[341],"significantly":[342],"supervisors,":[346],"Professor":[347],"Dr.":[348],"David":[349,354],"Avison":[350],"1":[351],"Bell":[355],"all":[357],"guidance":[359]},"counts_by_year":[{"year":2018,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}