شناسایی و اولویت بندی معیارهای مدیریت ارتباط با شهروندان در سازمان ‏های دولتی

Aghaie, A. (2009). Measuring and Predicting Customer Lifetime Value in Customer Loyalty Analysis: A Knowledge Management Perspective (A Case Study on an e-Retailer). International Journal of Industrial Engineering & Production Research, 20(1): 21-30.

Andrade, V. & Camacho, P. (2014). Citizen relationship management: What are the determinants that influence the implementation of citizen relationship management in governments? First International Conference on eDemocracy & eGovernment (ICEDEG) (pp. 97-102). Quito: IEEE.

Bahari, M. (2011). Citizen Relationship Management Implementation in Local Government – Towards a Theoretical Research Framework. Journal of Information Systems Research and Innovation, 2(1): 51-61. 

Barnett, C. & Mahony, N. (2011). Segmenting Publics. National Coordinating Center for Public Engagement. E.S.R.C Economic & Social Research Council.

Chatfield, A. (2009). Public Service Reform through e-Government: a Case Study of ‘e-Tax’ in Japan. ElectronicJournal of e-Government, 7(2), 135 - 146.

Cotterill, S. (2008). How Local Partnerships Can Contribute to the Delivery of E-Government. In C. Reddick, Handbook of Research on Strategies for Local E-Government Adoption and Implementation (pp. 105-121). Information Science Reference.

Danaee, H., Aghaee, Z., Haghtalab, H. & Poursalimi, M. (2013). Classifying and Designing Customer's Strategy Pyramid by Customer Life Time Value (CLV) (Case study: Shargh Cement Company). Journal of Basic and Applied Scientific Research, 3(7): 473-483.

Enayati, S. & Majidi, M. (2008). Implememnting Citizen Relationship Management. Tehran: Center of City Management System. (in Persian)

Eslami, S. (2012). A Study on the Customer Relationship Management Model Adaptability with the Municipality Services and Duties Environment. International Research Journal of Finance and Economics, 82(January): 33-48.

Ghodsi Poor, S. H. (2012). Analytical Hierarchy Process. 10 ed. Tehran: Amirkabir University Publications. (in Persian)

Hakimi, H. (2014). Retail Banking Customer’s Market Segmentation Based on Psychological Factors: Case Study in Islamic Republic of Iran Bank Mellat. Proceedings of 9th International Business and Social Science Research Conference.

King, S. F. (2007). Citizens as Customers: Exploring the Future of CRM in UK Local Government. Government Information Quarterly, 24(1): 47-63.

King, S. F. & Cotterill, S. (2007). Transformational Government? The Role of Information Technology in Delivering Citizen-Centric Local Public Services. Local Government Studies, 33(3): 333-354.

Mirghafuri, S.H, Shafieie Roodposhti, M. & Malekshahi, F. (2014). Analysis of critical success factors (CSF) municipalities in the field of
 New Services Development (NSD) with structural equation modeling approach (Case study: the area of beautification of Region 1 Tehran Municipality). Journal of Public Administration, 6(2): 375-400. (in Persian)

Momeni, M. (2014). Advanced Topics in Operations Research. 6 ed. Tehran: University of Tehran press (UTP). (in Persian)

Mostafavi, S.M. (2011). Comparison of customer satisfaction in private and state banks in the Iranian banking system by Mishra model. Journal of Public Administration, 3(7): 167-184.(in Persian)

Nargesian, A. & Ayatollah Zadeh Shirazi, M. H. (2013). Citizen Relationship Management: Study of its Relationship with Public Participation, Public Accountability and Transparency in 3’s Region of City of Tehran. Journal of Public Administration, 5(2): 143-168. (in Persian)

Nigro, H.O & González Císaro, S.E. (2014). Prediction of citizen satisfaction with local government based on perceptions of physical disorder. Journal of Place Management and Development, 7(2): 153 – 175.

Radfar, R., Nezafati, N. & Yusefi Asli, S. (2014). Internet Bank Customer Classification Using Data Mining Algorithm. Journal of Information Technology Management, 6(1): 71-90. (in Persian)

Ramaraju, C. & Savarimuthu, N. (2011). A Classification Model for Customer Segmentation. First International Conference, ACC 2011, Kochi, India,July 22-24, 2011. Proceedings, Part I, 190, pp. 661-670.

Schellong, A. (2007). Citizen Relationship Management. In A. V. Anttiroiko. Electronic Government: Concepts, Methodologies, Tools, and Applications. Hershey Information Science Reference.

Schellong, A. & Langerberg, T. (2007). Managing Citizen Relationships in Disasters: Hurricane Wilma, 311 and Miami-Dade County. 40th Annual Hawaii International Conference on System Sciences (HICSS'07) (p. 96). Waikoloa, HI: IEEE.

Shahin, A., Saleh Zadeh, R. & Ghandhari, M. (2012). A Combination of Clustering Methods, AHP, and Kano to Describe Saman Bank Servises: The Case of Qom County. Managemement Researches in Iran, 16(1): 73-91.(in Persian)

Taleghani, Gh. Farhangi, A.A. & Abedie Jafari, A. (2010). The model designing for factors affecting the trust of citizens towards urban management. Journal of Public Administration, 2(4): 89-106. (in Persian)

Weerakkody, V. & Reddick, C. G. (2012). Public Sector Transformation Through E-government: Experiences from Europe and North America. Taylor & Francis.

Yueh Shih, Y., Ren Liu, D., & Hshiung Tzeng, G. (2002). Combining Clustering and MCDM Approach for Evaluating Customer Lifetime Value Ratings. The Second International Conference on Electronic Business. Taipei, Taiwan.