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- W4245238933 abstract "The case of the National IT Literacy Program (NITLP) as part of Singapore's e-government initiative serves to illustrate the evolution of strategic customer relationship management (CRM) practices. The role of CRM has remained relatively consistent even though its practices have evolved in response to both environmental and technological changes. This study introduces the concepts of relational incentive, relational value and relational tool that position indirect communications as an important contender to direct communications for organizational relationship building. This study adopts a relational perspective with which to formulate a managerial strategy for CRM that is independent of direct organizational involvement." @default.
- W4245238933 created "2022-05-12" @default.
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- W4245238933 date "2006-10-01" @default.
- W4245238933 modified "2023-10-09" @default.
- W4245238933 title "Customer relationship management (CRM) in e-government: a relational perspective" @default.
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- W4245238933 doi "https://doi.org/10.1016/j.dss.2004.12.001" @default.
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