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 ISSN 1753-0296 The mission of the International Journal of Business Science and Applied Management is to disseminate academic knowledge across the business and management scientific realms and to provide applied research knowledge to the appropriate stakeholders. We are keen to receive original contributions from researchers representing any business and management field. [More] |
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Customer Focus in UK e-Government: Or, Putting the Politics back into e-Government
Download Reference in BibTex Format Volume 2 / Issue 1 / Pages 34-46 - Papers in the same Issue by Cornford, J., & Richter, P. 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. Keywords: e-government; public services; customer service; representation; CRM Downloads: 2508 - For more statistics please visit our statistics page. 
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