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A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT

Year 2013, Volume: 5 Issue: 1, 108 - 119, 01.06.2013

Norshidah Mohamed Nor Shahriza Abdul Karim Mohamed Jalaldeen Mohamed Razi

Abstract

With globalization, the Internet and increasing demands from citizens, governments around the world are pressured to serve citizens and businesses electronically thus to adopt policies that reduce bureaucracy and be agile to changes in structure. This entails that the electronic government that has been serving as a means for support in the last decade is no longer adequate. Government agencies are expected not to be working in silos. More and more government operations are expected to be networked and interconnected. Increasingly, governments are pressured to have a single view of citizens through Citizen Relationship Management (CzRM). The paper proposes a conceptual framework on CzRM using the knowledge management approach. It builds on prior literature in knowledge management. This constitutes knowledge characteristics, knowledge management strategy, knowledge management processes and knowledge management technological infrastructure in managing citizen relationship. The implications for research and practice are further discussed

Keywords

Citizen Relationship Management E-government Knowledge Management Balanced Scorecard

References

  • Al-Alawi, A. I., Al-Marzooqi, N. Y. and Mohammed, Y.F. (2007),
  • “Organisational Culture And Knowledge Sharing: Critical Success Factors”, Journal of Knowledge Management, Vol. 11, No. 2, pp. 22-42. Alavi, M. and Leinder, D. E. (2001), “Knowledge Management and Knowledge
  • Management Systems: Conceptual Foundations And Research Issues”, MIS Quarterly, Vol. 25, No. 1, pp. 107-136. Becerra-Fernandez, I. and Sabherwal, R. (2001), “Organizational Knowledge
  • Management: A Contingency Perspective”, Journal of Management Information Systems, Vol. 18, No. 1, pp. 23-55. Bozbura, F. T. (2007), “Knowledge Management Practices in Turkish SMEs”,
  • Journal of Enterprise Information Management, Vol. 20, No. 2, pp. 209-221. Brown, S. A. (2000). Customer Relationship Management: A Strategic Imperative in the World of e-Business, Ontario, Canada: John Wiley & Sons Canada Ltd.
  • Choi, B. and Lee, H. (2002), “Knowledge Management Strategy And Its Link To
  • Knowledge Creation Process”, Expert Systems with Application, Vol. 23, pp. 173- Claver-Cortes, E., Zaragoza-Saez, P. and Pertusa-Ortega, E. (2007),
  • “Organisational Structure Features Supporting Knowledge Management Process”, Journal of Knowledge Management, Vol. 11, No. 4, pp. 45-57. Davenport, T. and Prusak, L. (1998). Working Knowledge: How Organizations
  • Manage What They Know. Boston, Mass.: Harvard Business School Press. Gold, A. H., Malhothra, A., and Segars, A. H. (2001), “Knowledge Management:
  • An Organisational Capabilities Perspective”, Journal of Management Information Systems, Vol. 18, No. 1, pp. 185-214. Gonzalez-Padron, T. L., Chabowski, B. R., Hult, G. T. M. and Ketchen, D. J. (2010), “Knowledge Management and Balanced Scorecard Outcomes: Exploring the Importance of Interpretation, Learning and Internationality”, British Journal of Management, Vol. 21, pp. 967–982.
  • Grabner-Kraeuter, S., Moedritscher, G., Waiguny, M. and Mussnig, W. (2007),
  • “Performance Monitoring of CRM Initiatives”, Proceedings of the 40th Hawaii International Conference on System Sciences. Gupta, B., Iyer, L. S. and Aronson, J. E. “Knowledge Management: Practices And Challenges”, Industrial Management & Data Systems, Vol. 100, No. 1, pp. 17-21. Holsapple, C. W. and Joshi, K. D. (2000), “An Investigation Of Factors That
  • Influence The Management Of Knowledge In Organisations”, Journal of Strategic Information Systems, Vol. 9, pp. 235-261. Hung, Y. C., Huang, S. M., Lin, Q. P., and Tsai, M. L. (2005), “Critical Factors In
  • Adopting A Knowledge Management System For The Pharmaceutical Industry”, Industrial Management & Data Systems, Vol. 105, No. 2, pp. 164-183. Ipe, M. (2003), “Knowledge Sharing In Organizations: A Conceptual Framework”,
  • Human Resource Development Review, Vol. 2, No. 4, pp. 337-359. Jafari, M., Akhavan, P., Fesharaki, M. N., and Fathihan, M. (2007), “Iran
  • Aerospace Industries’ KM Approach Based On A Comparative Study: A Benchmarking On Successful Practices”, Aircraft Engineering and Aerospace Technology: An International Journal, Vol. 79, No., 1, pp. 69-78. Jennex, M. E., and Zynger, S. (2007), “Security As A Contributor To Knowledge
  • Management Success”, Information Systems Frontiers, Vol. 9, pp. 493-504. Kim, J., Suh, E. and Hwang, H. (2003), “A Model For Evaluating The Effectiveness Of CRM Using The Balanced Scorecard”, Journal of Interactive
  • Marketing, Vol. 17, No., 2, pp. 5-19. Kimiloglu, H., Zarali, H., (2009), “What Signifies Success in e-CRM?”,
  • Marketing Intelligence & Planning, Vol. 27, No. 2, pp. 246 – 267. Kloot, L. and Martin, John (2000), “Strategic Performance Management: A
  • Balanced Approach To Performance Management Issues In Local Government”, Management Accounting Research, Vol. 11, pp. 231–251. Kuo, Y. K., and Ye, K. D. (2010), “How Employees' Perception Of Information
  • Technology Application And Their Knowledge Management Capacity Influence Organisational Performance”, Behaviour & Information Technology, Vol. 29, No. , pp. 287-303. Larsen, B. and Milakovich, M. (2005), “Citizen Relationship Management and E
  • Government”, Electronic Government Lecture Notes in Computer Science, Vol. , pp. 57-68. Lee, H., & Choi, B. (2003), “Knowledge Management Enablers, Processes, And Organisational Performances: An Integrative View And Empirical Examination”,
  • Journal of Management Information Systems, Vol. 20, No. 1, pp. 179 – 228. Lin, H. F. (2007), “Knowledge Sharing And Firm Innovation Capability: An
  • Empirical Study”, International Journal of Manpower, Vol. 28, No. (3/4), pp. 332. Lustri, D., Miura, I. and Takahashi, S. (2007), “Knowledge Management Model:
  • Practical Application For Competency Development”, American Journal of Economics and Business Administration, Vol. 14, No. 2, pp. 186-202. Menguc, B., Auh, S., & Uslu, A. (2013), “Customer Knowledge Creation
  • Capability And Performance In Sales Teams”, Journal of the Academy of Marketing Science, Vol. 41, No. 1, pp. 19-39. Merono-Cerdan, A. L., Lopez-Nicolas, C., and Sabater-Sanchez, R. (2007).
  • “Knowledge Management Strategy Diagnosis Form KM Instruments Use”, Journal of Knowledge Management, Vol. 11, No. 2, pp. 60-72. Nonaka I. (1991), “Managing The Firm As An Information Creation Process (In Advances in Information Processing in Organizations, Vol. 4), Greenwich CT: JAI Press, pp. 239-275.
  • Nonaka, I. (1994), “A Dynamic Theory Of Organisational knowledge creation.
  • Organisational Science, Vol. 5, No. 1, pp. 14-37. Nonaka, I., Byosiere, P., Borucki, C. C., and Konno, N. (1994), “Organisational
  • Knowledge Creation Theory: A First Comprehensive Test”, International Business Review, Vol. 3, No. 4, pp. 337-351. Nonaka, I., and Takeuchi, H. (1995). The Knowledge Creating Company.
  • London: Oxford University Press. Nonaka, I. and Toyama, R. (2003), “The Knowledge–Creating Theory Revisited:
  • Knowledge Creation As Synthesizing Process”, Knowledge Management Research & Practice, Vol. 1, pp. 2-10. Pan, S.L., and Lee, J. N. (2003), “Using e-CRM For A Unified View Of The Customer”, Communications of ACM, Vol. 46, No. 4, pp.95-99.
  • Peppers, D., Rogers, M. and Dorf, B. (1999), Is your company ready for one-to- one marketing?”, Harvard Business Review, Jan-Feb, pp. 151-160.
  • Politis, J. D. (2003), “ The Connection Between Trust And Knowledge
  • Management: What Are Its Implication For Team Performance”, Journal of Knowledge Management, Vol. 7, No. 5, pp. 55-66. Polyani, M. (1966). The Tacit Dimension, London: Routledge & Kegan Paul.
  • Schellong, A. (2005), “CRM in the Public Sector – Towards a conceptual research framework”, Digital Government Society of North America: Proceedings of the International Conference on Digital Government Research.
  • Schellong, A. (2006), “Understanding, Challenges and Impact”, Digital
  • Government Society of North America: Proceedings of the 2006 International
  • Conference on Digital Government Research. Schellong, A. and Mans, D. (2004). “Citizens Preferences Towards One-stop
  • Government”, Digital Government Society of North America: Proceedings of the Annual National conference on Digital government research. Schellong, A. and Langenberg, T. (2006), “Effective Citizen Relationship
  • Management: Hurricane Wilma and Miami-Dade County 311”, Digital Government Society Of North America: Proceedings of the 2006 International
  • Conference On Digital Government Research. Wang, S. and Noe, R. A. (2010), “Knowledge Sharing: A Review And Directions
  • For Future Research”, Human Resource Management Review, Vol. 2, No. 2, pp. 131. Wei, C. C., Choy, C. S., and Yew, W.K. (2009), “Is The Malaysian
  • Telecommunication Industry Ready For Knowledge Management Implementation”, Journal of Knowledge Management, 13, (1), pp. 69-87. Wilson, C., Hagarty, D. and Gauthier, J. (2003), “Results Using The Balanced
  • Scorecard In The Public Sector”, Journal of Corporate Real Estate, Vol. 6, No. 1, pp. 53-63.

Year 2013, Volume: 5 Issue: 1, 108 - 119, 01.06.2013

Norshidah Mohamed Nor Shahriza Abdul Karim Mohamed Jalaldeen Mohamed Razi

Abstract

References

  • Al-Alawi, A. I., Al-Marzooqi, N. Y. and Mohammed, Y.F. (2007),
  • “Organisational Culture And Knowledge Sharing: Critical Success Factors”, Journal of Knowledge Management, Vol. 11, No. 2, pp. 22-42. Alavi, M. and Leinder, D. E. (2001), “Knowledge Management and Knowledge
  • Management Systems: Conceptual Foundations And Research Issues”, MIS Quarterly, Vol. 25, No. 1, pp. 107-136. Becerra-Fernandez, I. and Sabherwal, R. (2001), “Organizational Knowledge
  • Management: A Contingency Perspective”, Journal of Management Information Systems, Vol. 18, No. 1, pp. 23-55. Bozbura, F. T. (2007), “Knowledge Management Practices in Turkish SMEs”,
  • Journal of Enterprise Information Management, Vol. 20, No. 2, pp. 209-221. Brown, S. A. (2000). Customer Relationship Management: A Strategic Imperative in the World of e-Business, Ontario, Canada: John Wiley & Sons Canada Ltd.
  • Choi, B. and Lee, H. (2002), “Knowledge Management Strategy And Its Link To
  • Knowledge Creation Process”, Expert Systems with Application, Vol. 23, pp. 173- Claver-Cortes, E., Zaragoza-Saez, P. and Pertusa-Ortega, E. (2007),
  • “Organisational Structure Features Supporting Knowledge Management Process”, Journal of Knowledge Management, Vol. 11, No. 4, pp. 45-57. Davenport, T. and Prusak, L. (1998). Working Knowledge: How Organizations
  • Manage What They Know. Boston, Mass.: Harvard Business School Press. Gold, A. H., Malhothra, A., and Segars, A. H. (2001), “Knowledge Management:
  • An Organisational Capabilities Perspective”, Journal of Management Information Systems, Vol. 18, No. 1, pp. 185-214. Gonzalez-Padron, T. L., Chabowski, B. R., Hult, G. T. M. and Ketchen, D. J. (2010), “Knowledge Management and Balanced Scorecard Outcomes: Exploring the Importance of Interpretation, Learning and Internationality”, British Journal of Management, Vol. 21, pp. 967–982.
  • Grabner-Kraeuter, S., Moedritscher, G., Waiguny, M. and Mussnig, W. (2007),
  • “Performance Monitoring of CRM Initiatives”, Proceedings of the 40th Hawaii International Conference on System Sciences. Gupta, B., Iyer, L. S. and Aronson, J. E. “Knowledge Management: Practices And Challenges”, Industrial Management & Data Systems, Vol. 100, No. 1, pp. 17-21. Holsapple, C. W. and Joshi, K. D. (2000), “An Investigation Of Factors That
  • Influence The Management Of Knowledge In Organisations”, Journal of Strategic Information Systems, Vol. 9, pp. 235-261. Hung, Y. C., Huang, S. M., Lin, Q. P., and Tsai, M. L. (2005), “Critical Factors In
  • Adopting A Knowledge Management System For The Pharmaceutical Industry”, Industrial Management & Data Systems, Vol. 105, No. 2, pp. 164-183. Ipe, M. (2003), “Knowledge Sharing In Organizations: A Conceptual Framework”,
  • Human Resource Development Review, Vol. 2, No. 4, pp. 337-359. Jafari, M., Akhavan, P., Fesharaki, M. N., and Fathihan, M. (2007), “Iran
  • Aerospace Industries’ KM Approach Based On A Comparative Study: A Benchmarking On Successful Practices”, Aircraft Engineering and Aerospace Technology: An International Journal, Vol. 79, No., 1, pp. 69-78. Jennex, M. E., and Zynger, S. (2007), “Security As A Contributor To Knowledge
  • Management Success”, Information Systems Frontiers, Vol. 9, pp. 493-504. Kim, J., Suh, E. and Hwang, H. (2003), “A Model For Evaluating The Effectiveness Of CRM Using The Balanced Scorecard”, Journal of Interactive
  • Marketing, Vol. 17, No., 2, pp. 5-19. Kimiloglu, H., Zarali, H., (2009), “What Signifies Success in e-CRM?”,
  • Marketing Intelligence & Planning, Vol. 27, No. 2, pp. 246 – 267. Kloot, L. and Martin, John (2000), “Strategic Performance Management: A
  • Balanced Approach To Performance Management Issues In Local Government”, Management Accounting Research, Vol. 11, pp. 231–251. Kuo, Y. K., and Ye, K. D. (2010), “How Employees' Perception Of Information
  • Technology Application And Their Knowledge Management Capacity Influence Organisational Performance”, Behaviour & Information Technology, Vol. 29, No. , pp. 287-303. Larsen, B. and Milakovich, M. (2005), “Citizen Relationship Management and E
  • Government”, Electronic Government Lecture Notes in Computer Science, Vol. , pp. 57-68. Lee, H., & Choi, B. (2003), “Knowledge Management Enablers, Processes, And Organisational Performances: An Integrative View And Empirical Examination”,
  • Journal of Management Information Systems, Vol. 20, No. 1, pp. 179 – 228. Lin, H. F. (2007), “Knowledge Sharing And Firm Innovation Capability: An
  • Empirical Study”, International Journal of Manpower, Vol. 28, No. (3/4), pp. 332. Lustri, D., Miura, I. and Takahashi, S. (2007), “Knowledge Management Model:
  • Practical Application For Competency Development”, American Journal of Economics and Business Administration, Vol. 14, No. 2, pp. 186-202. Menguc, B., Auh, S., & Uslu, A. (2013), “Customer Knowledge Creation
  • Capability And Performance In Sales Teams”, Journal of the Academy of Marketing Science, Vol. 41, No. 1, pp. 19-39. Merono-Cerdan, A. L., Lopez-Nicolas, C., and Sabater-Sanchez, R. (2007).
  • “Knowledge Management Strategy Diagnosis Form KM Instruments Use”, Journal of Knowledge Management, Vol. 11, No. 2, pp. 60-72. Nonaka I. (1991), “Managing The Firm As An Information Creation Process (In Advances in Information Processing in Organizations, Vol. 4), Greenwich CT: JAI Press, pp. 239-275.
  • Nonaka, I. (1994), “A Dynamic Theory Of Organisational knowledge creation.
  • Organisational Science, Vol. 5, No. 1, pp. 14-37. Nonaka, I., Byosiere, P., Borucki, C. C., and Konno, N. (1994), “Organisational
  • Knowledge Creation Theory: A First Comprehensive Test”, International Business Review, Vol. 3, No. 4, pp. 337-351. Nonaka, I., and Takeuchi, H. (1995). The Knowledge Creating Company.
  • London: Oxford University Press. Nonaka, I. and Toyama, R. (2003), “The Knowledge–Creating Theory Revisited:
  • Knowledge Creation As Synthesizing Process”, Knowledge Management Research & Practice, Vol. 1, pp. 2-10. Pan, S.L., and Lee, J. N. (2003), “Using e-CRM For A Unified View Of The Customer”, Communications of ACM, Vol. 46, No. 4, pp.95-99.
  • Peppers, D., Rogers, M. and Dorf, B. (1999), Is your company ready for one-to- one marketing?”, Harvard Business Review, Jan-Feb, pp. 151-160.
  • Politis, J. D. (2003), “ The Connection Between Trust And Knowledge
  • Management: What Are Its Implication For Team Performance”, Journal of Knowledge Management, Vol. 7, No. 5, pp. 55-66. Polyani, M. (1966). The Tacit Dimension, London: Routledge & Kegan Paul.
  • Schellong, A. (2005), “CRM in the Public Sector – Towards a conceptual research framework”, Digital Government Society of North America: Proceedings of the International Conference on Digital Government Research.
  • Schellong, A. (2006), “Understanding, Challenges and Impact”, Digital
  • Government Society of North America: Proceedings of the 2006 International
  • Conference on Digital Government Research. Schellong, A. and Mans, D. (2004). “Citizens Preferences Towards One-stop
  • Government”, Digital Government Society of North America: Proceedings of the Annual National conference on Digital government research. Schellong, A. and Langenberg, T. (2006), “Effective Citizen Relationship
  • Management: Hurricane Wilma and Miami-Dade County 311”, Digital Government Society Of North America: Proceedings of the 2006 International
  • Conference On Digital Government Research. Wang, S. and Noe, R. A. (2010), “Knowledge Sharing: A Review And Directions
  • For Future Research”, Human Resource Management Review, Vol. 2, No. 2, pp. 131. Wei, C. C., Choy, C. S., and Yew, W.K. (2009), “Is The Malaysian
  • Telecommunication Industry Ready For Knowledge Management Implementation”, Journal of Knowledge Management, 13, (1), pp. 69-87. Wilson, C., Hagarty, D. and Gauthier, J. (2003), “Results Using The Balanced
  • Scorecard In The Public Sector”, Journal of Corporate Real Estate, Vol. 6, No. 1, pp. 53-63.
There are 45 citations in total.

Details

Other ID JA64KJ83FV
Journal Section Articles
Authors

Norshidah Mohamed This is me

Nor Shahriza Abdul Karim This is me

Mohamed Jalaldeen Mohamed Razi This is me

Publication Date June 1, 2013
Submission Date June 1, 2013
Published in Issue Year 2013 Volume: 5 Issue: 1

Cite

APA Mohamed, N., Karim, N. S. A., & Razi, M. J. M. (2013). A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT. International Journal of EBusiness and EGovernment Studies, 5(1), 108-119.
AMA Mohamed N, Karim NSA, Razi MJM. A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT. IJEBEG. June 2013;5(1):108-119.
Chicago Mohamed, Norshidah, Nor Shahriza Abdul Karim, and Mohamed Jalaldeen Mohamed Razi. “A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT”. International Journal of EBusiness and EGovernment Studies 5, no. 1 (June 2013): 108-19.
EndNote Mohamed N, Karim NSA, Razi MJM (June 1, 2013) A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT. International Journal of eBusiness and eGovernment Studies 5 1 108–119.
IEEE N. Mohamed, N. S. A. Karim, and M. J. M. Razi, “A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT”, IJEBEG, vol. 5, no. 1, pp. 108–119, 2013.
ISNAD Mohamed, Norshidah et al. “A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT”. International Journal of eBusiness and eGovernment Studies 5/1 (June 2013), 108-119.
JAMA Mohamed N, Karim NSA, Razi MJM. A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT. IJEBEG. 2013;5:108–119.
MLA Mohamed, Norshidah et al. “A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT”. International Journal of EBusiness and EGovernment Studies, vol. 5, no. 1, 2013, pp. 108-19.
Vancouver Mohamed N, Karim NSA, Razi MJM. A KNOWLEDGE MANAGEMENT APPROACH TO CITIZEN RELATIONSHIP MANAGEMENT IN E-GOVERNMENT CONTEXT. IJEBEG. 2013;5(1):108-19.