文章基本信息

标题：Identification and Prioritization of Criteria of Citizen Relationship Management in Governmental Organizations
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作者：Khodakaram Salimifard ; Badriyeh Rezaee ; Azadeh Rajabi 等
期刊名称：Iranian Public Administration
印刷版ISSN：2008-5877
电子版ISSN：2423-5342
出版年度：2016
卷号：7
期号：3
页码：505-524
出版社：University of Tehran Electronic Journals Database
摘要：Citizen Relationship Management is a novel approach for public sector and governmental organization to improve their services and to achieve citizen satisfaction. The main purpose of this study is to identify and prioritize customer segmentation in governmental organizations. For the reason, based on reviewing the literature, four group of psychological, demographic, behavioral, and situation factors were identified. Each of these factors includes some sub-factors. Required data were collected using a questionnaire answered by experts from both academia and organization. Using Analytical Hierarchy Process, the weight for each factor and all the sub-factors were calculated. Research findings show that situation factor is in the first rank. Following that, behavioral, psychological, and demographic factors are in the lower ranks, respectively.
关键词：Citizen Relationship Management;demographic criteria;psychological criteria;behavioral criteria;situation criteria