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A Creative Research Of Public Service In Social-media Era

Posted on:2014-09-12Degree:MasterType:Thesis
Country:ChinaCandidate:W ChenFull Text:PDF
GTID:2256330425484974Subject:Administrative Management
Abstract/Summary:PDF Full Text Request
Within the improvement and development of information communication technology, customer relationship management has gradually become the focus of attention in recent years, there is also much more room for its development. Initially it was widespread in enterprise, but now it has attracted the attention of scholars of public administration research. For the government, the citizen is customer. As the government is required to provide better and more efficient service, customer relationship management has become an important issue within the government. Especially in the development wave of today’s social media, utilizing customer relationship management service model in e-government can help government departments to establish a more complete library of customer needs, and coordinating the various interactive channels of communication so that the public service becomes consistent. Simultaneously it also help the government to provide a variety of services and better service for customers through an understanding of more information about customers, which is good for government to optimize processes, improve information sharing mechanism between departments, and provide self-service for the public.The study consists of six parts:the first part is the introduction of this research, including background and significance of the topic, research status, research ideas and research methods, the frame structure, and possible innovation of this thesis; the second part is the definition and the theoretical interpretations, briefly described the concept of public service theory, network governance, social media and e-government; the third part is the situation analysis of present government public service pattern in social media era; the fourth part discusses the government practice of customer relationship management both at home and abroad, especially taking Singapore as an example in detail; the fifth part is the government public service model innovation strategy based on customer relationship management theory, which is considered respectively from the aspects of concept, mechanism, management, tools and technology. This part is the core contents and overall significance of the study; the last part is the conclusion of the study, but also the future research prospects in relevant fields. Standing in the social media era and exploring form the viewpoint of service optimization, the paper starting from internal relations between e-government and customer relationship management theory, combining theoretical analysis, investigation and case analysis to carry out a comprehensive discussion about the application of customer relationship management in government public service. The paper aims to build an innovational government public-service mode characterized by open, public, fair, convenient, efficient and collaborative.The article references the customer relationship management related theory to study the government public service, mainly emphasizing the central idea "citizen-centric" of citizen relationship management and summarizing the successful experience of public service delivery model in domestic and foreign countries for corresponding implementation suggestions on basis of feasibility and necessity analysis with the application of customer relationship management in government public service, while the purpose is to explore the key point to success in the public service electronic government development, utilizing multiple features of customer relationship management model to build a scientific public service system, so as to improve the efficiency and quality of public service and meet citizens’ diversified demands and needs for social management, and obtaining greater social benefit and economic benefit. As a result, it entirely promotes service ability of government management, improving the government core competitiveness and government image, and creating a good environment for the healthy and stable development of social economy.
Keywords/Search Tags:social media, public service innovation, customer relationshipmanagement, user-centric
PDF Full Text Request
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