Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/190582
Authors: 
Cornford, James
Richter, Paul
Year of Publication: 
2007
Citation: 
[Journal:] International Journal of Business Science & Applied Management (IJBSAM) [ISSN:] 1753-0296 [Volume:] 2 [Year:] 2007 [Issue:] 1 [Pages:] 34-46
Abstract: 
The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other aspects. It is hypothesised that this effect may lie behind the failure of half a decade of IT-enabled change in public services to improve "customer satisfaction". Remedying this situation, it is suggested, will require a re-examination of the model of the customer which underpins customer service as it has been adopted by public service organisations.
Subjects: 
e-government
public services
customer service
representation
CRM
Creative Commons License: 
https://creativecommons.org/licenses/by/2.0/uk/
Document Type: 
Article

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