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E-government: a citizen relationship marketing analysis (IRPN-D-16-00005):

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  • DB Bahn, Frankfurt am Main, Germany
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Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical research, especially in terms of integrated e-government success. Therefore, this contribution focuses on the issue of citizen relationship marketing oriented success factors for e-government from a provider-perspective. Based on the DeLone & McLean information systems success model, the resource-based view, and information control theory, three relevant success factors (information management, service management, and interaction management) are empirically tested in a research model. Finally, the study presents clear findings to academics and professionals and provides straightforward recommendations for the improvement of e-government portals in terms of information, service, and interaction management.
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ORIGINAL ARTICLE
Bernd W. Wirtz
1
&Linda Mory
2
&Robert Piehler
2
&
Peter Daiser
1
Received: 11 January 2016 /Accepted: 18 July 2016 /Published online: 30 July 2016
#Springer-Verlag Berlin Heidelberg 2016
Abstract Local e-government portals have become a vital interface between citizens
and public administration. Today, they are an integral part of modern public service
provision and an important channel for citizen relationship marketing since they
represent regularly visited points of contact. Nonetheless, there is a lack of related
multivariate empirical research, especially in terms of integrated e-government success.
Therefore, this contribution focuses on the issue of citizen relationship marketing
oriented success factors for e-government from a provider-perspective. Based on the
DeLone & McLean information systems success model, the resource-based view, and
information control theory, three relevant success factors (information management,
service management, and interaction management) are empirically tested in a research
model. Finally, the study presents clear findings to academics and professionals and
provides straightforward recommendations for the improvement of e-government por-
tals in terms of information, service, and interaction management.
Int Rev Public Nonprofit Mark (2017) 14:149178
DOI 10.1007/s12208-016-0164-9
*Bernd W. Wirtz
ls-wirtz@uni-speyer.de
Linda Mory
mory@foev-speyer.de
Robert Piehler
piehler@foev-speyer.de
Peter Daiser
daiser@uni-speyer.de
1
German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Str. 2, 67346 Speyer,
Germany
2
German Research Institute for Public Administration Speyer, Freiherr-vom-Stein-Str. 2,
67346 Speyer, Germany
E-government: a citizen relationship marketing
analysis (IRPN-D-16-00005)
Content courtesy of Springer Nature, terms of use apply. Rights reserved.
... While customers experience improved services from the private sector, they now have similar expectations from the public sector. The increasing citizens' expectations, together with pressures by demographic change, technological and knowledge explosion and advancements in information and communication technologies (ICT), lead to a new paradigm shift for governments to adopt the customer relationship management philosophy by viewing and managing citizens as customers and become more effective, efficient, more open, innovative, participatory and trustworthy (Larsen & Milakovich, 2005;Wirtz et al., 2017). Governments at all levels (central, regional, local-municipal) will have a complete overview of citizens' data, provide improved services and thus increase citizens' loyalty, which may be a vital factor for e-government success. ...
... Governments at all levels (central, regional, local-municipal) will have a complete overview of citizens' data, provide improved services and thus increase citizens' loyalty, which may be a vital factor for e-government success. Especially local public administration (municipalities), which is close to the citizens and usually acts as the first and more often point of contact for public service delivery, should adopt modern tools and ICT applications and facilitate well-structured egovernment services at a central point (Wirtz et al., 2017). According to Latha et al. (2013), CiRM is defined as "a strategy and set of management practices, enabled by technology with a broad citizen focus, to maintain and optimize relationships and encourage new forms of citizen participation". ...
... Governments at all levels (central, regional, local) will face new challenges, by transforming citizens experience, operational processes and existing models through the exploitation and use of new and innovative concepts, methods and technologies such as cloud computing and CiRM. Especially in local-municipal level, the adoption of innovative information and communication technologies is considered imperative, since municipalities-local public authorities are (in most occasions) the daily point of contact with citizens, while at the same time they are forced to operate with lower budgets and limited personnel (Wirtz et al. 2017). The relationship between information and communication technologies (ICT) and digital government transformation is an area of scientific research and study among scholars. ...
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... While customers experience improved services from the private sector, they now have similar expectations from the public sector. The increasing citizens' expectations, together with pressures by demographic change, technological and knowledge explosion and advancements in ICT, lead to a new paradigm shift for governments to adopt the CRM philosophy by viewing and managing citizens as customers and become more effective, efficient, more open, innovative, participatory and trustworthy (Larsen and Milakovich, 2005;Wirtz et al., 2017). ...
... Governments at all levels (central, regional, local-municipal) will have a complete overview of citizens' data, provide improved services and thus increase citizens' loyalty, which may be a vital factor for e-government success. Especially local public administration (municipalities), which is close to the citizens and usually acts as the first and more often point of contact for public service delivery, should adopt modern tools and ICT applications and facilitate well-structured e-government services at a central point (Wirtz et al., 2017). ...
... Governments at all levels (central, regional, local) will face new challenges, by transforming citizens experience, operational processes and existing e-government models through the exploitation and use of new and innovative concepts, methods and technologies such as cloud computing and CiRM. Especially in local-municipal level, the adoption of innovative information and communication technologies is considered imperative, since municipalities-local public authorities are (in most occasions) the daily point of contact with citizens, while at the same time they are forced to operate with lower budgets and limited personnel (Wirtz et al., 2017). ...
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... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
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