A knowledge management approach to citizen relationship management in e-government context

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 b...

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Main Authors:	Norshidah, Mohamed, Nor Shahriza, Abdul Karim, Mohamed Razi, Mohamed Jalaldeen
Format:	Article
Language:	English
Published:	The Social Sciences Reserach Society 2013
Subjects:	ZA4050 Electronic information resources
Online Access:	http://irep.iium.edu.my/31739/ http://irep.iium.edu.my/31739/ http://irep.iium.edu.my/31739/1/IJeBusi_%26_eGov_%282013%29.pdf

id	iium-31739
recordtype	eprints
spelling	iium-317392014-01-06T01:27:23Z http://irep.iium.edu.my/31739/ A knowledge management approach to citizen relationship management in e-government context Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen ZA4050 Electronic information resources 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 The Social Sciences Reserach Society 2013 Article PeerReviewed application/pdf en http://irep.iium.edu.my/31739/1/IJeBusi_%26_eGov_%282013%29.pdf Norshidah, Mohamed and Nor Shahriza, Abdul Karim and Mohamed Razi, Mohamed Jalaldeen (2013) A knowledge management approach to citizen relationship management in e-government context. International Journal of eBusiness and eGovernment Studies, 5 (1). pp. 108-119. ISSN 2146-0744 (O) http://www.sobiad.org/eJOURNALS/journal_IJEBEG/2013_no_1.htm
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	ZA4050 Electronic information resources
spellingShingle	ZA4050 Electronic information resources Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen A knowledge management approach to citizen relationship management in e-government context
description	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
format	Article
author	Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen
author_facet	Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen
author_sort	Norshidah, Mohamed
title	A knowledge management approach to citizen relationship management in e-government context
title_short	A knowledge management approach to citizen relationship management in e-government context
title_full	A knowledge management approach to citizen relationship management in e-government context
title_fullStr	A knowledge management approach to citizen relationship management in e-government context
title_full_unstemmed	A knowledge management approach to citizen relationship management in e-government context
title_sort	knowledge management approach to citizen relationship management in e-government context
publisher	The Social Sciences Reserach Society
publishDate	2013
url	http://irep.iium.edu.my/31739/ http://irep.iium.edu.my/31739/ http://irep.iium.edu.my/31739/1/IJeBusi_%26_eGov_%282013%29.pdf
first_indexed	2023-09-18T20:45:53Z
last_indexed	2023-09-18T20:45:53Z
_version_	1777409671155417088

A knowledge management approach to citizen relationship management in e-government context

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