INCORPORATING SOCIAL MEDIA TECHNOLOGY WITH CITIZEN RELATIONSHIP MANAGEMENT FOR SUSTAINING THE RELATIONSHIP WITH CITIZENS: AN INTEGRATED CONCEPTUAL FRAMEWORK

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Shafiq Darwish Alabri, Suzilawati Kamarudin, Maizaitulaidawati Md. Husin, Haneen Mohammad Shoaib

Résumé

This paper aims to reveal the use of social media as one of the communications and interaction channels for Citizens Relationship Management systems. Existing literature highlighted the importance of using social media for e-government to enhance citizen engagement and participation in policy development, decision-making, and to foster accountability and openness. However, there are limited studies that discuss the importance of social media means in relation with the Citizens Relationship Management systems. To address this gap, this study was conducted to review the previous literature and develop and lay a basis for future studies to research in depth the relationship between social media and Citizens Relationship Management systems.

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