A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT

Norshidah MOHAMED; Nor Shahriza Abdul KARİM; Mohamed Jalaldeen Mohamed RAZİ

Makale detayları

A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT

Yazarlar:

Norshidah MOHAMED | Nor Shahriza Abdul KARİM | Mohamed Jalaldeen Mohamed RAZİ

Yayıncı:

Sosyal Bilimler Araştırmaları Derneği

Dergi:

International Journal of eBusiness and eGovernment Studies 2013 Vol.5 Issue 1, pp.108-119

Belge Tipi:

Makale

Yayın Tarihi:

5/2013

Belge Dili:

Türkçe

Document ID (Org No.):

2000810482

Sıklık:

İki Yıllık

eISSN:

2146-0744

Özet:

 

With globalization, the Internet and increasing demands from citizens,  governments around the world are pressured to serve citizens and businesses  electronically thus to adopt policies that reduce bureaucracy and be agile to  changes in structure. This entails that the electronic government that has been  serving as a means for support in the last decade is no longer adequate.  Government agencies are expected not to be working in silos. More and more  government operations are expected to be networked and interconnected.  Increasingly, governments are pressured to have a single view of citizens through  Citizen Relationship Management (CzRM). The paper proposes a conceptual  framework on CzRM using the knowledge management approach. It builds on  prior literature in knowledge management. This constitutes knowledge  characteristics, knowledge management strategy, knowledge management  processes and knowledge management technological infrastructure in managing  citizen relationship. The implications for research and practice are further  discussed.

Makale detayları

A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT

Yazarlar: Norshidah MOHAMED | Nor Shahriza Abdul KARİM | Mohamed Jalaldeen Mohamed RAZİ

Yayıncı: Sosyal Bilimler Araştırmaları Derneği

Dergi: International Journal of eBusiness and eGovernment Studies 2013 Vol.5 Issue 1, pp.108-119

Belge Tipi: Makale

Yayın Tarihi: 5/2013

Belge Dili: Türkçe

Document ID (Org No.): 2000810482

Sıklık: İki Yıllık

eISSN: 2146-0744

Sayı

Yazarlar:

Norshidah MOHAMED | Nor Shahriza Abdul KARİM | Mohamed Jalaldeen Mohamed RAZİ

Yayıncı:

Sosyal Bilimler Araştırmaları Derneği

Dergi:

International Journal of eBusiness and eGovernment Studies 2013 Vol.5 Issue 1, pp.108-119

Belge Tipi:

Makale

Yayın Tarihi:

5/2013

Belge Dili:

Türkçe

Document ID (Org No.):

2000810482

Sıklık:

İki Yıllık

eISSN:

2146-0744