This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a mode

The relationship between citizens and city governments is gradually transforming due to the utilization of advanced information and communication technologies i

For almost a half a century, scholars and practitioners have debated what the connections should be between public administration and the public. Does the publi

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually benefici

This book analyzes e-participation in smart cities. In recent decades, information and communication technologies (ICT) have played a key role in the democratic