IDEAS home Printed from https://ideas.repec.org/a/auv/jijmdp/v31y2019i4p133-164.html
   My bibliography  Save this article

Phenomenography of Citizen Relationship Management (in Persian)

Author

Listed:
  • Mojarab, Elham

    (Ferdowsi University of Mashhad, Iran.)

  • Lagzian, Mohammad

    (Department of Ferdowsi University of Mashhad, Iran)

  • Mortazavi, Saeed

    (Department of Business Management, Ferdowsi University of Mashhad, Iran.)

Abstract

Citizen relationship management in public administration is rooted in customer relationship management concept in the private sector. This new concept in the public sector can increase citizen participation and involvement in decision-making procedures, can be the voice of citizens, and can enhance their feeling of belongingness to the government. Using the phenomenography strategy, the research aims to investigate the perceptions of government agencies’ managers regarding citizen relationship management. In order to collect data for this qualitative research, semi-structured in-depth interviews were conducted with 11 public managers, who had been selected through the snowball sampling method. The findings of the research have been categorized into three main concepts which expect managers to: (a) have philosophical view towards citizen relationship management, (b) have objective view toward citizen relationship management, and (c) utilize customer relationship management concepts in citizen relationship management. Some of the important results related to these three concepts are: (1) CiRM, is a criterion for persistence or deterioration of governments (2) regarding the difference in the nature of citizenship and customership, CiRM must be given priority (3) personalization has no place in the public sector; (4) budget-centrism and disregarding the importance of CiRM must be avoided.

Suggested Citation

  • Mojarab, Elham & Lagzian, Mohammad & Mortazavi, Saeed, 2019. "Phenomenography of Citizen Relationship Management (in Persian)," Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت Ùˆ توسعه), Institute for Management and Planning studies, vol. 31(4), pages 133-164, March.
    • Handle: RePEc:auv:jijmdp:v:31:y:2019:i:4:p:133-164
    as

    Download full text from publisher

    File URL: http://jmdp.ir/article-1-3208-en.pdf
    Download Restriction: no
    File URL: http://jmdp.ir/article-1-3208-en.html
    Download Restriction: no
    File URL: http://jmdp.ir/article-1-3208-fa.html
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:auv:jijmdp:v:31:y:2019:i:4:p:133-164. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nahid Jebeli (email available below). General contact details of provider: https://edirc.repec.org/data/irpdair.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.