IDEAS home Printed from https://ideas.repec.org/a/rfa/aefjnl/v6y2019i6p15-29.html
   My bibliography  Save this article

The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe

Author

Listed:
  • Douglas Chiguvi
  • Elvis Madondo
  • Zenzo Dube

Abstract

The aim of the study was to to ascertain the respondent’s familiarity with the knowledge and importance of customer relationship management in the local government authorities, as well as to ascertain the extent of the relationship they have with citizens from acquisition, development, retention and termination of the relationship. Explanatory research approach and judgemental sampling were employed. Questionnaire was used to collect data from twenty one local government authorities in Zimbabwe. The findings of the study revealed that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders. The researchers concluded that the local government authorities should establish and maintain long lasting relationships with their stakeholders, in order to be competitive and attract investment.

Suggested Citation

  • Douglas Chiguvi & Elvis Madondo & Zenzo Dube, 2019. "The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe," Applied Economics and Finance, Redfame publishing, vol. 6(6), pages 15-29, November.
    • Handle: RePEc:rfa:aefjnl:v:6:y:2019:i:6:p:15-29
    as

    Download full text from publisher

    File URL: http://redfame.com/journal/index.php/aef/article/view/4051/4722
    Download Restriction: no
    File URL: http://redfame.com/journal/index.php/aef/article/view/4051
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Mihalis Kavaratzis & G. J. Ashworth, 2005. "City Branding: An Effective Assertion Of Identity Or A Transitory Marketing Trick?," Tijdschrift voor Economische en Sociale Geografie, Royal Dutch Geographical Society KNAG, vol. 96(5), pages 506-514, December.
    2. Bernardo Nicoletti, 2016. "Innovation in Insurance," Palgrave Studies in Financial Services Technology, in: Digital Insurance, chapter 1, pages 6-46, Palgrave Macmillan.
    3. Mahboobeh Mohammadkazem & Babak Shirazi & Majid Aarabi, 2016. "Presentation of the model for readiness assessment of ERP implementation in Iranian small and medium enterprises," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 23(4), pages 456-481.
    4. Williams, Patti & Aaker, Jennifer L, 2002. "Can Mixed Emotions Peacefully Coexist?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(4), pages 636-649, March.
    5. Peppard, Joe, 2000. "Customer Relationship Management (CRM) in financial services," European Management Journal, Elsevier, vol. 18(3), pages 312-327, June.
    6. Bernardo Nicoletti, 2016. "The Management of Digital Insurance," Palgrave Studies in Financial Services Technology, in: Digital Insurance, chapter 2, pages 47-90, Palgrave Macmillan.
    7. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    8. Leo van den Berg & Erik Braun, 1999. "Urban Competitiveness, Marketing and the Need for Organising Capacity," Urban Studies, Urban Studies Journal Limited, vol. 36(5-6), pages 987-999, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Douglas Chiguvi, 2022. "A critical psychometrical analysis of customer relationship management practices in the Local Government Authorities in SADC," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(9), pages 416-428, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gary Warnaby & David Bennison & Dominic Medway, 2011. "Branding a Roman Frontier in the Twenty-first Century," Chapters, in: Andy Pike (ed.), Brands and Branding Geographies, chapter 15, Edward Elgar Publishing.
    2. Amelia Green & Debra Grace & Helen Perkins, 2016. "City branding research and practice: An integrative review," Journal of Brand Management, Palgrave Macmillan, vol. 23(3), pages 252-272, May.
    3. Kavaratzis Mihalis, 2009. "What can We Learn from City Marketing Practice?," European Spatial Research and Policy, Sciendo, vol. 16(1), pages 41-58, June.
    4. Wenting Ma & Daan Schraven & Mark de Bruijne & Martin de Jong & Haiyan Lu, 2019. "Tracing the Origins of Place Branding Research: A Bibliometric Study of Concepts in Use (1980–2018)," Sustainability, MDPI, vol. 11(11), pages 1-20, May.
    5. Sedgley, Diane & Pritchard, Annette & Morgan, Nigel & Hanna, Paul, 2017. "Tourism and autism: Journeys of mixed emotions," Annals of Tourism Research, Elsevier, vol. 66(C), pages 14-25.
    6. Hugo Martins & Paulo Carvalho & Nuno Almeida, 2021. "Destination Brand Experience: A Study Case in Touristic Context of the Peneda-Gerês National Park," Sustainability, MDPI, vol. 13(21), pages 1-17, October.
    7. Wang, Binni & Wang, Pong & Tu, Yiliu, 2021. "Customer satisfaction service match and service quality-based blockchain cloud manufacturing," International Journal of Production Economics, Elsevier, vol. 240(C).
    8. Leonidas A. Zampetakis & Manolis Lerakis & Konstantinos Kafetsios & Vassilis S. Moustakis, 2016. "The moderating role of anticipated affective ambivalence in the formation of entrepreneurial intentions," International Entrepreneurship and Management Journal, Springer, vol. 12(3), pages 815-838, September.
    9. Chen, Yanhong & Liu, Luning & Zheng, Dequan & Li, Bin, 2023. "Estimating travellers’ value when purchasing auxiliary services in the airline industry based on the RFM model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    10. Brian Dollery & Michael Kortt & Bligh Grant, 2013. "Options for rationalizing local government structure: a policy agenda," Chapters, in: Santiago Lago-Peñas & Jorge Martinez-Vazquez (ed.), The Challenge of Local Government Size, chapter 10, pages 242-262, Edward Elgar Publishing.
    11. David J Madden, 2018. "Pushed off the map: Toponymy and the politics of place in New York City," Urban Studies, Urban Studies Journal Limited, vol. 55(8), pages 1599-1614, June.
    12. Radu Săgeată & Bianca Mitrică & Irena Mocanu, 2021. "Centralized Industrialization in the Memory of Places. Case Studies of Romanian Cities," Societies, MDPI, vol. 11(4), pages 1-16, October.
    13. Koo, Minkyung & Shavitt, Sharon & Lalwani, Ashok K. & Chinchanachokchai, Sydney, 2020. "Engaging in a culturally mismatched thinking style increases the preference for familiar consumer options for analytic but not holistic thinkers," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 837-852.
    14. Tang, Pok Man & Yam, Kai Chi & Koopman, Joel, 2020. "Feeling proud but guilty? Unpacking the paradoxical nature of unethical pro-organizational behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 160(C), pages 68-86.
    15. Philipp Wetzel & Erik Hofmann, 2020. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
    16. Edwards, Chase J. & Bendickson, Joshua S. & Baker, Brent L. & Solomon, Shelby J., 2020. "Entrepreneurship within the history of marketing," Journal of Business Research, Elsevier, vol. 108(C), pages 259-267.
    17. Ida Andersson & Laura James, 2018. "Altruism or entrepreneurialism? The co-evolution of green place branding and policy tourism in Växjö, Sweden," Urban Studies, Urban Studies Journal Limited, vol. 55(15), pages 3437-3453, November.
    18. Delgado García, Juan Bautista & De Quevedo Puente, Esther, 2016. "The complex link of city reputation and city performance. Results for fsQCA analysis," Journal of Business Research, Elsevier, vol. 69(8), pages 2830-2839.
    19. Ghafele, Roya & Vanderslott, Samantha, 2011. "Trademarks as Fictitious Commodities: An Erosion of the Public Interest? An Assessment of the use of trademarks over urban space at the example of London’s Regent Street and Paris’ Champs-Elysées," MPRA Paper 36321, University Library of Munich, Germany.
    20. Xue, Jinjie & Liu, Junqi & Geng, Zizhen & Yuan, Hongping & Chao, Lei, 2023. "Why and when do paradoxical management capabilities matter to paradoxical pressure? An empirical investigation of the role of coopetition," Technovation, Elsevier, vol. 120(C).

    More about this item

    Keywords

    customer relationship management; local government authorities;

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rfa:aefjnl:v:6:y:2019:i:6:p:15-29. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Redfame publishing (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.