Customer relationship management and citizenship: Technologies and identities in public services

Richter, Paul and Cornford, James (2008) Customer relationship management and citizenship: Technologies and identities in public services. Social Policy and Society, 7 (2). pp. 211-220. ISSN 1475-3073

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Abstract

UK public services are characterised by a tension between a model of the service user as a customer of public services and a model which envisages the user as a citizen. Drawing on empirical work in one local authority, we argue that in this tension the model of the customer is bolstered by the availability of ‘shrink wrapped’ or ‘black boxed’ IT-based ‘solutions’, available under the rubric of Customer Relationship Management. We argue that those who advocate the citizen perspective need to engage at this material and technological level if they are to be effective.

Item Type:	Article
Faculty \ School:	Faculty of Social Sciences > Norwich Business School
UEA Research Groups:	Faculty of Medicine and Health Sciences > Research Centres > Business and Local Government Data Research Centre (former - to 2023) Faculty of Social Sciences > Research Groups > Innovation, Technology and Operations Management
Depositing User:	Vishal Gautam
Date Deposited:	13 Jan 2011 10:40
Last Modified:	17 Aug 2023 11:30
URI:	https://ueaeprints.uea.ac.uk/id/eprint/19278
DOI:	10.1017/S1474746407004162

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