Digital governance: New technologies for improving public service and participation

Digital Governance: New Technologies for Improving Public Service and Participation

Volumn , Issue , 2012, Pages 1-376

  Milakovich, Michael E ^a  

^a UNIVERSITY OF MIAMI   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84909394616     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203815991     Document Type: Book

References (297)

1. Accenture. (2002) eGovernment Leadership-Realizing the Vision. Accenture, The Government Executive Series. Available at: www.accenture.com/Global/ Research_and_Insights/By_Industry/Government/EGovernmentVision.htm.
2. Accenture. (2004) "eGovernment Leadership: High Performance, Maximum Value." Accessed April 15, 2009 at: www.accenture.com/Global/Research_ and_Insights/By_Industry/Government_and_Public_Service/High Value.htm.
3. Accenture. (2005) Leadership in Customer Service: New Expectations, New Experiences. Accenture, The Government Executive Series. Available at: www.accenture. com/Global/Research_and_Insights/By_Industry/Government/Leadership Experiences.htm.
4. Accenture. (2009) "E-Government Leadership: Engaging the customer." Accessed March 18, 2009 at: www.accenture.com/xdoc/en/newsroom/epresskit/ egovernment/egov_epress.pdf.
5. Agor, W.H. (1997) "The Measurement, Use, and Development of Intellectual Capital to Increase Public Sector Productivity," Public Personnel Management, 26 (2): 175-187.
6. Alford, J. (2002) "Why do Public-Sector Clients Coproduce? Toward a Contingency Theory," Administration and Society, 34 (1): 32-56.
7. Al-Hakim, L. (Ed.) (2007) Global E-Government: Theory, Applications and Benchmarking. Hershey, PA: Idea Publishing Group.
8. Alvarez, M. and Nadler, J. (2001) "The Likely Consequences of Internet Voting for Political Representation," Loyola of Los Angeles Law Review, 34: 1115-1152.
9. Arnold, P.E. (1995) "Reform's Changing Role," Public Administration Review, 55 (5): 407-417.
10. Atkinson, R.D. and Leigh, A. (2003) "Customer-Oriented E-Government: Can We Ever Get There?," in Curtin, G.G., Sommer, M.H., Vis-Sommer, V. (Eds.) The World of E-Government. New York: The Haworth Political Press, pp. 159-181.
11. Bailor, C. (2007) "E-Government: Satisfaction on the Rise," CRM.com, June 20. Available at www.destinationcrm.com/Articles/ReadArticle.aspx? ArticleID=42102.
12. Barber, B.R. (2001) Jihad vs. McWorld: Terrorism's Challenge to Democracy. New York: Ballantine Books.
13. Bardach, E. (1977) The Implementation Game: What Happens after a Bill Becomes a Law. Cambridge, MA: MIT Press.
14. Barlow, A. (2007a) Blogging America: The New Public Sphere. New York: Praeger.
15. Barlow, A. (2007b) The Rise ofthe Blogosphere. New York: Praeger.
16. Barquin, R. (2004) "Citizen Relationship Management (CZRM)-The Challenge and the Promise," U.S. General Services Administration Newsletter issue 14, January.
17. Barquin, R., Bennet, A. and Remez, S. (2001) Knowledge Management: The Catalyst for Electronic Government. Vienna, VA: Management Concepts.
18. Beam, G. (2001) Quality Public Management: What It Is and How It Can be Improved and Advanced. Chicago: Roman and Littlefield.
19. Beamish, A. (1995) Communities Online: Community-Based Computer Networks, unpublished Master's thesis, Massachusetts Institute of Technology, February 1995. Available at http://alberti.mit.edu/arch/4.207/anneb/thesis/toc.html
20. Beckett, J. (2000) "The 'Government Should be Run Like a Business' Mantra," American Review of Public Administration, 30 (2): 185-204.
21. Behn, R. (1995) "The Big Questions of Public Administration," Public Administration Review, 55 (4): 10-17.
22. Behn, R. (1999) "The New Public Management Paradigm and the Search for Democratic Accountability," International Public Management Review, 1 (2): 131-165.
23. Bekkers, V.J.J.M., Dijkstra, G., Edwards, A. and Fenger, M. (2007) Governance and the Democratic Deficit: Assessing the Democratic Legitimacy of Democratic Practices. Hampshire, UK: Ashgate Publishing.
24. Bello, W. (2005) Dilemmas ofDomination: The Unmaking ofthe American Empire. New York: Metropolitan Books.
25. Berman, E. (1997) "Dealing with Cynical Citizens," Public Administration Review, 57 (1): 57-66.
26. Berman, E., West, J. and Milakovich, M.E. (1994) "Implementing TQM in the States," Spectrum: TheJournal ofState Government, 67 (2): 6-13.
27. Berry, L. and Parasuraman, A. (1991) Marketing Services: Competing Through Quality. New York: The Free Press.
28. Bhagwati, J. (2004) In Defense of Globalization. New York: Oxford University Press.
29. Bhatnagar, S. (2004) E-government: From Vision to Implementation, a Practical Guide with Case Studies. Thousand Oaks, CA: Sage Publications.
30. Blackstone, E.A., Bognanno, M.L. and Hakim, S. (2005)Innovationsin E-Government: The Thoughts of Governors and Mayors. Lanham, MD: Rowman & Littlefield Publishers.
31. Blinder, Alan. (2007) "How Many U.S. Jobs Might be Offshorable," CEPS Working Paper No. 142, March 2007. Accessed at www.princeton. edu/~blinder/articles.htm.
32. Block, P. (1991) The Empowered Manager. San Francisco: Jossey-Bass Publishers.
33. Box, R.C. (1999) "Running Government Like a Business: Implications for Public Administration Theory and Practice," The American Review of Public Administration, 29 (1): 19-43.
34. Box, R.C., Marshall, R.S., Reed, B.J. and Reed, C.M. (2001) "New Public Management and Substantive Democracy," Public Administration Review, 61 (5): 608-619.
35. Bygrave, L. and Bing, J. (Eds.) (2009) Internet Governance: Infrastructure and Institutions. London: Oxford University Press.
36. Camp, R. (1989) Benchmarking: The Searchfor Industry Best Practices that Lead to Superior Performance. Milwaukee: ASQC Press.
37. Cap Gemini. (2007) The User Challenge Benchmarking the Supply of Online Public Services. 7th Measurement, prepared for the European Commission Directorate General for Information Society and Media (Belgium: Cap Gemini Group).
38. Carlstrom, G. (2008) "Obama's Bold Vision for E-Gov," Federal Times, November 18.
39. Carr, D., Kehoe, J., Barker, I. and Littman, D. (1999) Transforming Government Services: A Global Perspective. Washington, D.C.: PriceWaterhouseCoopers.
40. Carter, L. and Belanger, F. (2005) "The Utilization of E-Government Services: Citizen Trust, Innovation and Acceptance Factors," Information Systems Journal, 15 (1): 5-25.
41. Cassidy, J. (2008) Enterprise GIS Strategies Strengthen Government Operations, Government Technology Online. Available at: www.govtech.com/pcio/ articles/265061.
42. Chadwick, A. (2006) Internet Politics: States, Citizens, and New Communication Technologies. New York: Oxford University Press.
43. Chadwick, A. and Howard, P. (2009) The Routledge Handbookfor Internet Politics. London: Routledge.
44. Chen, H., Brandt, L., Gregg, V., Traunmuller, R., Dawes, S., Hovy, E., Macintosh, A. and Larson, C. (2008) Digital Government: E-Government Research, Case Studies, and Implementation. New York: Springer Science and Business Media.
45. Chen, I., Chen, N. and Kinshuk. (2009) "Examining the Factors Influencing Participants' Knowledge Sharing Behavior in Virtual Learning Communities," Educational Technology & Society, 12 (1): 134-148.
46. Chen, Y. and Thurmaier, K. (2008) "Advancing E-Government: Financing Challenges and Opportunities: New Perspectives on E-Government," Public Administration Review, 68 (3): 537-548.
47. Chu, P-Y and Wang, H-S. (2001) "Benefits, Critical Process Factors, and Optimum Strategies of Successful ISO 9000 Implementation in the Public Sector," PublicPerformanceandManagementReview, 25 (1): 105-121.
48. Chuan, T.K. and Soon, L.C. (2000) "A Detailed Trends Analysis of National Quality Awards World-Wide," Total Quality Management, 11 (8): 1065-1080.
49. Clift, S. (2004) "E-Government and Democracy: Representation and Citizen Engagement in the Information Age." Report Prepared for United Nations- UNPAN/DESA, 2003, World Public Sector Report.
50. Coffman, L. (1986) Public-Sector Marketing. New York: John Wiley and Sons.
51. Coglianese, C. (2004) E-Rulemaking: Information Technology and Regulatory Policy: New Directions in Digital Government Research. Regulatory Policy Program, John F. Kennedy School of Government, Harvard University.
52. Coleman, C. (2004) "Citizen Relationship Management," U. S. General Services Administration, Newsletter issue 14, January.
53. Connelly, C. (2008) "Obama Policymakers Turn to Campaign Tools: Network of Supporters Tapped on Health-Care Issues," Washington Post, November 4, p. 1.
54. Coplin, W. and Dwyer, C. (2000) Does Your Government Measure Up?: Better Tools for Local Officials and Citizens. Syracuse, NY: Syracuse University Community Benchmarks Program.
55. Coulthard, D., Castleman, T. and Batten, L. (2001) "eCommerce Strategy in a Multi-Sector Trading Council for Excellence in Government," E-Government: The Next American Revolution. Accessed June 10, 2009 at: www.netcaucus.org/ books/egov2001/pdf/Bluecove.pdf.
56. Coursey, D.H. and Killingsworth, J. (2010) "Managing IT in Florida: Consequences and Aftermath of the Bush Era," in Shea, C.M. and Garson, D. (Eds.) Handbook of Public Information Systems. Boca Raton, FL: CRC Press: 149-168.
57. Coursey, D. and Norris, D.F. (2008) "Models of E-Government: Are they Correct? An Empirical Assessment," Public Administration Review 68 (3): 523-536.
58. Culbertson, S. (2004) "Building E-government: Organizational and Cultural Change in Public Administration," in Oliver, E.L. and Sanders, L. (Eds.) E-Government Reconsidered: Renewal of Governance for the Knowledge Age. Canadian Plains Research Center and the Saskatchewan Institute of Public Policy, Regina, Canada, pp. 59-75.
59. Curtin, G.G., Sommer, M.H. and Vis-Sommer, V. (2003) The World of E-Government. New York: The Haworth Press.
60. Davison, J. and Grieves, J. (1996) "Why Should Local Government Show An Interest in Service Quality?," The TQM Magazine, 8 (5): 32-38.
61. de Tocqueville, A. (1948) Democracy in America. New York: Vintage Books (translation).
62. Dearstyne, B. (2001) "E-Business, E-Government & Information Proficiency," Information Management Journal, 34 (4): 16-24.
63. DeLancer Julnes, P. and Holzer, M. (2001) "Promoting the Utilization of Performance Measures in Public Organizations: An Empirical Study of Factors Affecting Adoption and Implementation," Public Administration Review, 61 (6): 693-708.
64. DeLeon, L. and Deleon, P. (2002) "The Democratic Ethos and Public Management," Administration and Society, 34 (2): 229-251.
65. DeLeon, L. and Denhardt, R. (2000) "The Political Theory of Reinvention," Public Administration Review, 60 (2): 89-98.
66. Denhardt J.V. and Denhardt, R.B. (2007) The New Public Service: Serving, Not Steering. Armonk, NY: M. E. Sharpe.
67. DeSoto, H. (2000) The Mystery of Capital: Why Capitalism Triumphs in the West and Fails Everywhere Else. New York: Basic Books.
68. Dobbs, L. (2004) Exporting America: Why Corporate Greed is Shipping American Jobs Overseas. New York: Warner Books.
69. Dobbs, L. (2006) War on the Middle Class: How the Government, Big Business, and Special Interest Groups Are Waging War on the American Dream and How to Fight Back. New York: Penguin.
70. Donaldson, L. (1999) Performance-Driven Organizational Change. Thousand Oaks, CA: Sage Publications.
71. Douglas, TJ. and Judge, W.Q. (2001) "Total Quality Management Implementation and Competitive Advantage: The Role of Structural Control and Exploration," Academy of Management Executive, 44 (1): 158-177.
72. Dunleavy, P., Margetts, H., Bastow, S. and Tinkler, J. (2006) Digital Era Governance: IT Corporations, the State and E-Government. Oxford, UK: Oxford University Press.
73. Eastern European E-Government Days. (2008) Prague, Czech Republic. Available at: www.epma.cz/6-sup-th-sup-eastern-european-egov-days-2008-in-prague. html.
74. Eggers, W. (2005) Government 2.0: Using Technology to Improve Education, Cut Red Tape, Reduce Gridlock, and Enhance Democracy. Lanham, MD: Rowman & Littlefield Publishers.
75. E-Gov, Expanding Electronic Tax Products for Businesses: Available at: E-Gov, The President's goal of utilizing technology to improve how the Federal Government serves you, citizens, businesses and agencies alike. Accessed at: www.whitehouse.gov/omb/egov/.
76. Elberse, A., Hale, L.M. and Dutton, H.W. (2000) "Guiding Voters Through the Net: The Democracy Network in a California Primary Election," in Hacker, K.L. and van Dijk, I. (Eds.) Digital Democracy: Issues of Theory and Practice. London: Sage Publications: 130-148.
77. Electronic Procurement In Government: More Complicated Than Just Good Business. (2001) Global Co-Operation in the New Millennium, The 9th European Conference on Information Systems. http://is2.lse.ac.uk/asp/aspecis/20010025.pdf.
78. Ellsberg, D. (2002) Secrets: A Memoir of Vietnam and the Pentagon Papers. New York: Viking Press.
79. "Environment-Quandaries For SMEs," 17th Bled eCommerce Conference, eGlobal, Bled, Slovenia: June 21-23, 2004.
80. Ernsdorff, M. and Berbec, A. (2007) "Estonia: The Short Road to E-Government and eDemocracy," in Nixon, P. and Koutrakou, V. (Eds.) E-government in Europe. Abingdon: Routledge.
81. Etzioni, A. (1972) "Minerva: An Electronic Town Hall," Policy Studies, 3: 457-474.
82. Evans, J.R. and Lindsay, W.M. (2008) Managing for Quality and Performance Excellence (7th ed.). Mason, Ohio: Thomson Southwestern.
83. Executive Office of the President (Office of Management and Budget). (2002) The President's Management Agenda: Fiscal Year 2002. Available at www.whitehouse. gov/omb/budget/fy2002/mgmt.pdf.
84. Executive Office of the President. (2010) Memorandum M-10-11 to Heads of Executive Departments and Agencies on "Guidance on the Use of Challenges and Prizes to Promote Open Government," by J.D. Zients, Deputy Director for Management, Office of Management and Budget. Washington, D.C.: March 8.
85. Fairlie, R.W. (2005) Are We Really a Nation Online? Racial and Ethnic Disparities in Access to Technology and Their Consequences. Report for the Leadership Conference on Civil Rights Education Fund. Accessed February 3, 2009 at: www.civilrights.org/publications/nation-online/digitaldivide.pdf.
86. Fang, Z. (2002) "E-Government in Digital Era: Concept, Practice, and Development," InternationalJournal ofthe Computer, the InternetandManagement, 10 (2): 1-22.
87. Feld, L. and Wilcox, N. (2008) Netroots Rising: How a Citizen Army ofBloggers and Online Activists is Changing American Politics. New York: Praeger.
88. Ferrall, G.M. (1999) "The Development of Virtual Education: A Global Perspective," Vancouver: The Commonwealth of Learning. Available at: www. col.org/SiteCollectionDocuments/prelims_contents.pdf.
89. Florida E-Government: Serving the Public through Technology Miami-Dade County Working Group Report of Findings: Available at: www.co.miami- dade.fl.us/cio/egov/e-government_report.htm.
90. Flynn, B. and Saladin, B. (2001) "Further Evidence on the Validity of the Theoretical Models Underlying the Baldrige Criteria," Journal of Operations Management, 19 (6): 617-653.
91. Fountain, J. (2001). Building the Virtual State: Information TechnologyandInstitutional Change. Washington, D.C.: The Brookings Institution Press.
92. Freed, L. (2010) ACSI E-Government Satisfaction Index 2nd Quarter 2010. Retrieved November 23, 2010 at: www.foreseeresults.com.
93. Friedman, T.L. (1999) The Lexus and the Olive Tree. New York: Farrar, Straus, and Giroux.
94. Freidman, T.L. (2005) The World is Flat: A BriefHistory ofthe Twentieth Century. New York: Farrar, Straus, and Giroux.
95. Freidman, T.L. (2008) Hot, Flat and Crowded-'Why We Need a Green Revolution- And How It Can Renew America. New York: Farrar, Straus, and Giroux.
96. Garson, D.G. (2006) Public Information Technology and E-Governance: Managing the Virtual State. Sudbury, MA: Jones and Bartlett.
97. Gaster, L. and Squires, A. (2003) Providing Quality in the Public Sector: A Practical Approach to Improving Public Services. Philadelphia, PA: Open University Press.
98. Gill, K. (2004) How to Measure the Influence ofthe Blogosphere. Seattle: University of Washington. Available at: http://faculty.washington.edu/kegill/pub/www 2004_blogosphere_gill.pdf.
99. Giuliani, W.R. (2005) "Efficiency, Effectiveness, and Accountability: Improving the Quality of Life through E-Government," in Blackstone, E.A., Bonanno, M.L. and Hakim, S. (Eds.) Innovations in E-Government. The Thoughts ofGovernors and Mayors. Lanham, MD: Rowman & Littlefield Publishers: 44-55.
100. Goldenberg, B. (2008) CRM in Real Time: Empowering Customer Relationships. New York: Information Today.
101. Goodsell, C.Y. (2003) The Case for Bureaucracy: A Public Administration Polemic (4th ed.). Washington, D.C.: CQ Press.
102. Gore, A. (1995) Common Sense Government. New York: Random House.
103. Gorman, S. and Ramstad, E. (2009) "Cyber Blitz Hits U.S., Korea: Simple Attack on Government, Businesses Exposes Vulnerability; Pyongyang [North Korea] Suspected," New York Times, July 9: A1 and A4.
104. Greene, J. (2002) Cities and Privatization: Prospects for the New Century. Upper Saddle River, NJ: Prentice-Hall.
105. Grimshaw, D., Vincent, S., and Willmott, H. (2002) "Going Privately: Partnership and Outsourcing in UK Public Services," Public Administration, 80 (3): 475-503.
106. Gronlund, A. (2002) Electronic Government: Design, Applications and Management. London: Idea Group Publishing.
107. Habermas, J. (1991) The Structural Transformation of the Public Sphere. Cambridge, MA: MIT Press.
108. Hackman, J.R. (2002) Leading Teams: Setting the Stage for Great Performances. Cambridge, MA: Harvard University Press.
109. Hafkin, N. and Huyer, S. (Eds.) (2006) Cinderella or Cyberella? Empowering Women in the Knowledge Society. Bloomfield, CT: Kumarian Press.
110. Hammer, M. and Champy, J. (1993) Reengineering the Corporation. New York: Harper Business.
111. Hardy, C. and Williams, S. (2008) "E-Government Policy and Practice: A Theoretical and Empirical Exploration of Public E-Procurement," Government Information Quarterly, 25 (2): 155-180.
112. Harley, D.S., Lawrence, S., Acord S.K. and Dixson, J. (2010) "Affordable and Open Textbooks: An Exploratory Study of Faculty Attitudes," California Journal of Politics and Policy, 2 (1) Article 10. Available at: www.bepress.com/ cjpp/vol2/iss1/10.
113. Hart-Teeter (2003) The New E-Government Equation: Ease, Engagement, Privacy & Protection. Washington, D.C.: Council for Excellence in Government.
114. Heeks, R. (Ed.) (1999) Reinventing Government in the Information Age: International Practice in IT-Enabled Public Sector Reform. London: Routledge.
115. Hellein, R. and Bowman, J. (2002) "The Process of Quality Management Implementation," Public Performance and Management Review, 26 (1): 75-93.
116. Hendricks, J. and Denton, R.E. (2010) Communicator-in-Chief: HowBarack Obama Used New Media Technology to Win the White House. New York: Lexington Books.
117. Hernon, P., Cullen, R. and Relyea, H.C. (Eds.) (2006) Comparative Perspectives on E-Government: Servicing Today and Building for Tomorrow. Lanham, MD: The Scarecrow Press.
118. Hertz, N. (2003) The Silent Takeover: Global Capitalism and the Death ofDemocracy. New York: Harper Business.
119. Herzlinger, R. (1996). "Can Public Trust in Non-Profits and Government be Restored?," Harvard Business Review, 74 (2): 97-108.
120. Hill, S. (2009) "The World Wide Webbed: The Obama Campaign's Masterful Use of the Internet," New America Foundation, Social Europe Journal, April 8, 2009. Available at: www.newamerica.net/publications/articles/2009/world_ wide_webbed_12862.
121. Hiltz, R. and Turoff, M. (1978) The Network Nation: Human Communication Via the Computer. Reading, MA: Addison-Wesley.
122. Hindman, M. (2006) "The Real Lessons of Howard Dean: Reflections on the First Digital Campaign," Perspectives on Politics, 3 (1): 121-128. Reprinted in Graber, D. (Ed.) Media Powerand Politics. Washington, D.C.: CQ Press.
123. Hindman, M. (2009) The Myth of Digital Democracy. Princeton, NJ: Princeton University Press.
124. Ho, Tat-Kei, A. (2002) "Reinventing Local Governments and the E-Government Initiative," PublicAdministration Review 62 (July/August): 434-444.
125. Hodge, G. and Greve, C. (Eds.) (2005) The Challenge of Public-Private Partnerships: Learning for International Experience. Northampton, MA: Edward Elgar.
126. Holden, S.H., Norris, D.F. and Fletcher, P.D. (2002) "Electronic Government at the Grass Roots: Contemporary Evidence and Future Trends," presented at the Hawaii International Conference on System Sciences.
127. Holden, S.H., Norris, D.F. and Fletcher, P.D. (2003) "Electronic Government at the Local Level: Progress to Date and Future Issues," Public Productivity and Management Review, 26 (3): 1-20.
128. Holmes, D. (2001) eGov: eBusiness Strategies for Government. London: Nicholas Brealey Publishing.
129. Holzer, M. and Kim, S-T. (2003) "Digital Governance in Municipalities Worldwide: An Assessment of Municipal Web Sites Throughout the World," The E-Governance Institute/National Center for Public Productivity and Global e-Policy e-Government Institute, Newark, NJ and Korea: Rutgers University and Sungkyunkwan University.
130. Holzer, M. and Kim, S-T. (2008) "Digital Governance in Municipalities Worldwide: An Assessment of Municipal Web Sites Throughout the World." Newark, NJ: The E-Government Institute, Rutgers University.
131. Holzer, M., Manoharan, A. and Van Ryzin, G. (2010) "Global Cities on the Web: An Empirical Typology of Municipal Websites," International Public Management Review, 11 (3): 104-121.
132. Homans, G.C. (1974) Social Behavior: Its Elementary Forms. New York: Harcourt Brace Jovanovich.
133. Homberg, V. (2008) Understanding E-Government: Information Systems in Public Administration. London: Routledge.
134. Hui, K.H. and Chaun, T.K. (2002) "Nine Approaches to Organizational Excellence," Journal ofOrganizational Excellence, 22 (1): 53-65.
135. Ishida, T. and Isbister, K. (2000) Digital Cities: Technologies, Experiences and Future Perspectives. Berlin: Springer.
136. Jaeger, P.T. (2005) "Deliberative Democracy and the Conceptual Foundations of Electronic Government," Government Information Quarterly, 22 (4): 702-719.
137. Jeong, K-H. (2006) The Road to Innovation E-Government: Principles and Experiences in Korea. Seoul, Korea: Gil-Job-E Media.
138. Jupp, V. (2003) "Realizing the Vision of eGovernment," in Curtin, G.G., Sommer, M.H. and Vis-Sommer, V. (Eds.) The World ofE-Government. New York: The Haworth Political Press: 129-147.
139. Kahler, M. (2009) Networked Politics: Agency, Power and Governance. Ithaca, NY: Cornell University Press.
140. Kamarck, E.C. and Nye Jr., J.S. (2002). Governance.com: Democracy in the Information Age. Washington, D.C.: Brookings Institution Press.
141. Keehley, P., Medlin, S., MacBride, S. and Longmore, L. (1997). Benchmarkingfor Best Practices in the Public Sector. San Francisco, CA: Jossey-Bass Publishers.
142. Kelly, D.A., Ramkishen, R.S. and Goh, G.H.L. (Eds.) (2006) Managing Globalization: Lessons from China and India. Hackensack, NJ: World Scientific Press.
143. Keren, M. (2006) Blogosphere: The New Political Arena. Lanham, MD: Lexington Books.
144. Kettl, D. (1987) Government by Proxy: (Mis?) Managing Federal Programs. Washington, D.C.: CQ Press.
145. Kettl, D. (1998) Reinventing Government: A Fifth-Year Report Card. Washington, D.C.: The Brookings Institution.
146. Kettl, D. (2002a) The Global Public Management Revolution: A Report on the Transformation of Governance. Washington, D.C.: The Brookings Institution.
147. Kettl, D. (2002b) The Transformation of Governance: Public Administration for the Twenty-First Century. Baltimore, MD: Johns Hopkins University Press.
148. Kettl, D.F. (2009) The Next Government ofthe United States: Why Our Institutions Fail Us and How to Fix Them. New York: W.W. Norton.
149. King, S.F. (2007) "Citizens as Customers: Exploring the Future of CRM in Local Government," Government Information Quarterly, 24 (1): 47-63.
150. Klofstad, C.A. (2011) Civic Talk: Peers, Politics, and the Future of Democracy. Philadelphia: Temple University Press.
151. Knowles, T. (2005) "Digital Democracy in Alaska," in Blackstone, E.A., Bonanno, M.L. and Hakim, S. (Eds.) Innovations in E-Government: The Thoughts ofGovernors and Mayors. Lanham, MD: Rowman & Littlefield: 131-41.
152. Kumar, V., Mukerji, B., Butt, I. and Persaud, A. (2007) "Factors for Successful e-Government Adoption: A Conceptual Framework," The Electronic Journal of e-Government, 5 (1): 63-76. Available at: www.ejeg.com/volume-5/vol5-iss1/ Kumar_et_al.pdf.
153. Lamb, J. (2009) The Greening ofIT: How Companies Can Make a Differencefor the Environment. New York: IBM Press.
154. Lang, R.E. and Sohmer, R. (2000) "Legacy of the Housing Act of 1949: The Past, Present, and Future of Federal Housing and Urban Policy," Housing Policy Debate, 11 (2): 291-298. Fannie Mae Foundation.
155. Larsen, B. and Milakovich, M. (2005) "Citizen Relationship Management and E-Government" in Wimmer, M.A., Traunmüller, R., Grönlund, A. and Andersen, K.V. (Eds.) Electronic Government: Fourth International Conference. Berlin: Springer-Verlag: 57-68.
156. Lenihan, G.D. (2005) "Realigning Governance: From E-Government to E-Democracy," in Khosrow-Pour, M. (Ed.) Practicing E-Government: A Global Perspective. Hershey, PA: IDEA Group Publishing: 250-288.
157. Liikanen, E. (2003). "eGovernment: An EU Perspective," in Curtin, G.G., Sommer, M.H. and Vis-Sommer, V. (Eds.) The World of E-Government. New York: The Haworth Press: 65-88.
158. Lips, M. (2010) The Digital Citizen: New Directionsfor Citizen-Centric Government and Democracy. London: I.B. Tauris.
159. Longley, P.A., Goodchild, M.F., Maguire, D.J. and Rhind, D.W. (2001) Geographic Information Systems and Science. Chichester, UK: John Wiley & Sons.
160. Lowery, D. (1999) "ISO 9000: A Certification-Based Methodology for Reinventing the Federal Government," Public Performance and Management Review, 22 (2): 232-250.
161. Lowi, T. (1964) "American Business, Public Policy Case Studies, and Political Theory," WorldPolitics, 16 (2): 677-715.
162. Lunney, K. (2009) "Obama Names Washington Businessman as Chief Performance Officer," Government Executive.com. Accessed April 28, 2009 at: www. govexec.com/dailyfed/0409/041809m1.htm.
163. Mattli, W. and Woods, N. (Eds.) (2009) The Politics ofGlobalRegulation. Princeton, NJ: Princeton University Press.
164. Mayer-Schonberger, V. and Lazer, D. (2007) Governance and Information Technology: From Electronic Government to Information Government. Cambridge, MA: The MIT Press.
165. McLuhan, M. (1964) Understanding Media: The Extensions of Man. New York: McGraw-Hill.
166. McLuhan, M., Fiore, Q. and Agel, J. (1967) The Medium is the Message: An Inventory of Effects. New York: Bantam Books.
167. Means, B., Toyoma, Y, Murphy, R., Bakia, M. and Jones, Y. (2009) Evaluation of Evidence-Based Learning in Online Learning: A Mega-Analysis and Review of Online Learning Studies. U.S. Department of Education, Office of Planning, Evaluation, and Policy Development, Policy and Program Studies Service. Available at: www.ed.gov/rschstat/eval/tech/evidence-based-practices/finalreport.pdf.
168. Mehra, B., Merkel, C. and Peterson Bishop, A. (2002) "The Internet for Empowerment of Minority and Marginalized Users," New Media and Society, 6 (6): 781-802.
169. Meier, K. (1993) Politics and the Bureaucracy: Policymaking in the Fourth Branch of Government (3rd ed.). Pacific Grove, CA: Brooks/Cole.
170. Meinhold, B. (2009) "Obama Unveils High-Speed Railway Plan," Inhabitat: April 16, 2009. Accessed July 9, 2009 at: www.inhabitat.com/2009/04/16/ obama-pledges-high-speed-rail-lines/.
171. Milakovich, M. (1979) "Effecting Citizen Participation through Advisory Boards," Carolina Politics, 1 (2): 67-73.
172. Milakovich, M. (1995) "Improving Customer Service Standards in the Public Sector," The PublicManager, 24 (3): 5-11.
173. Milakovich, M. (1998) "The Status of Results-Driven Customer Service Quality in Government," Journal of Organizational Excellence, 17 (2): 47-54.
174. Milakovich, M. (2003) "Balancing Customer Service, Empowerment, and Performance with Citizenship, Responsiveness, and Political Accountability," International Public Management Review, 4(1): 61-83.
175. Milakovich, M. (2004) "Rewarding Service Quality Innovation: Rewards, Charters, and Standards as Catalysts for Change", in Wimmer, M. (Ed.) Knowledge Management in Electronic Government. Berlin: Springer: 64-75.
176. Milakovich, M. (2006a) Improving Service Quality in the Global Economy: Achieving High Performance in the Public and Private Sector (2nd ed.). New York: Taylor and Francis/Auerbach Press.
177. Milakovich, M. (2006b) "Comparing Bush-Cheney vs. Clinton-Gore Performance Management Strategies," Public Administration, 84 (2): 461-478.
178. Milakovich, M. (2009) "From Representative to Digital Democracy: The Internet and Increased Citizen Participation in Government," in Prosser, A. and Parycek, P. (Eds.) EDEM 2009-Conference on Electronic Government. Vienna, Austria: 91-100.
179. Milakovich, M. (2010) "The Internet and Increased Citizen Participation in Government," JeDEM-eJournal of eDemocracy and Open Government, 2 (1): 1-9.
180. Milakovich, M. and Gordon, G. (2009) PublicAdministration in America (10th ed.). Belmont, CA: Wadsworth.
181. Miller, C.C. (2008) "How Obama's Internet Campaign Changed Politics," New York Times, November 7.
182. Moon, M.J. (2002) "The Evolution of E-Government Among Municipalities: Rhetoric or Reality?," Public Administration Review, 62 (July/August): 424-433.
183. Morgeson, F.V. and Mithas, S. (2009) "Does E-Government Measure Up to E-Business? Comparing End User Perceptions of the U.S. Federal Government with E-Business Websites," Public Administration Review, 69 (July/August): 740-752.
184. Mossberger, K., Tolbert, C.J. and Stansbury, M., with McNeal, R. and Dotterweich, L. (2003) Virtual Inequality: Beyond the Digital Divide. Washington, D.C.: Georgetown University Press.
185. Moulder, E. (2001) "E-Government. If You Build It, Will They Come?," Public Management, 8 (83): 10-14.
186. Nasif, T. (2004) "Using Customer Relationship Management to Serve Citizens," U.S. General Services Administration, Newsletter issue 14, January.
187. Neiman, M. (2000) Defending Government: Why Big Government Works. Upper Saddle River, NJ: Prentice-Hall.
188. Nitkin, K. (2005) "Log in and Learn," NEA Today, May: 30-31.
189. Nixon, P. and Kautrakou, V. (Eds.) (2007) E-Government in Europe: Re-Booting the State. London: Routledge.
190. Norris, F.D. and Moon, M.J. (2005) "Advancing E-Government at the Grassroots: Tortoise or Hare?," Public Administration Review, 65 (January/February): 64-75.
191. Noveck, B.S. (2009) Wiki Government: How Technology Can Make Government Better, Democracy Stronger and Citizens More Powerful. Washington, D.C.: Brookings Institution Press.
192. Nugent, D.J. (2001) "If E-Democracy is the Answer, What is the Question?," National Civic Review, 90 (Fall): 221-233.
193. Nyhan, R. (2000) "Changing the Paradigm: Trust and Its Role in Public Sector Organizations," American Review of Public Administration, 30 (1): 78-109.
194. Obama, B. (2006) The Audacity ofHope: Thoughts on Reclaiming the American Dream. New York: Random House.
195. OECD. (2007) "E-Government as a Tool for Transformation." Accessed October 5, 2009 at: www.olis.oecd.org/olis/2007doc.nsf/8d00615172fd2a63c125685d 005300b5/c5bfb886ebcafe06c12572ac0057513c/$FILE/JT03224646.PDF.
196. Oliver, E.L. and Sanders, L. (2004). E-GovernmentReconsidered: Renewal ofGovernance for the Knowledge Age. Canadian Plains Research Center and the Saskatchewan Institute of Public Policy, Regina, Canada.
197. Ornstein, N. and Mann, T. (2000) The Permanent Campaign and Its Future. Washington, D.C.: American Enterprise Institute for Policy Research and the Brookings Institution.
198. Osborne, D. and Gaebler, T. (1992) Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. Reading, MA: Addison-Wesley.
199. Osborne, D. and Plastrik, P. (2000) The Reinventor's Fieldbook. San Francisco, CA: Jossey-Bass Publishers.
200. Parycek, P. and Sachs, M. (2009) "Web 2.0 as a Base for Democracy 2.0," in Prosser, A. and Parycek, P (Eds.) EDEM 2009-Conference on Electronic Democracy. Vienna, Austria: Osterreichisch Computer Gesellschaft.
201. Paquet, G. (2004) "There is More to Governance than Public Candelabras: E-Governance and Canada's Public Service," in Oliver, E. L. and Sanders, L. (Eds.) E-Government Reconsidered: Renewal of Governance for the Knowledge Age. Canadian Plains Research Center and the Saskatchewan Institute of Public Policy: University of Regina, chapter 13, section 4.
202. Pavlichev, A. and Garson, D. (Eds.) (2003) Digital Government: Principles and Best Practices. Hershey, PA: IGI Global.
203. Pegnato, J. (1997) "Is a Citizen a Customer?," Public Performance and Management Review, 20 (4): 397-404.
204. Perera, D. (2010) "Study Finds Higher Digital IQ among GOP Senators," Fierce Government, August 22. Available at: www.fiercegovernmentit.com/story/ study-finds-higher-digital-iq-among-gop-senators/2010-08-22.
205. Perez, T. and Rushing, R. (2007) The Citistat Model: How Data-Driven Government Can Increase Efficiency and Effectiveness. Washington, D.C.: Center for American Progress. Accessed June 8, 2009 at: www.americanprogress.org/issues/2007/04/ citistat.html.
206. Peters, G. (2010) American Public Policy: Promise and Performance (8th ed.). Washington, D.C.: CQ Press.
207. Peters, W. and Porter, C. (2001) "E-Government: No Walls, No Clocks, No Doors." Available at: http://usinfo.state.gov/journals/itgic/1100/ijge/gj02. html.
208. Petroni, G. and Tagliente, L. (2005) "E-government in the Republic of San Marino: Some Successful Initiatives" in Petroni, G. and Cloete, F. (Eds.) New Technologies in Public Administration, Amsterdam: IOS Press: 23-37.
209. Pew Charitable Trusts. (2008) "Being Online is Not Enough: State Elections Websites," Washington, D.C.: The Pew Center on the States. Available at: www.pewcenteronthestates.org/uploadedFiles/VIP_FINAL_101408_WEB.pdf.
210. Pew Internet and American Life Project. (2010) "Government Online: The Internet Gives Citizens New Paths to Government Services and Information," Aaron Smith, Research Specialist. Available at: http://pewinternet.org/ Reports/2010/E-Government.aspx.
211. Phusavat, K., Anussarnnitisarn, P. and Rassameethes, B. (2008) "Knowledge Management Practices: Progress on E-Government and Preparation for Quality Management," ElectronicGovernment, An InternationalJournal, 5 (3): 247-260.
212. Pirog, M.A. and Johnson, C.L. (2008) "Electronic Funds and Benefits Transfers, E-Government, and the Winter Commission," Public Administration Review, 68 (1): 103-115.
213. Postman, N. (1995) The End ofEducation. New York: Vintage Books.
214. Powner, D. (2006) "Improvements Needed to More Accurately Identify and Better Oversee Risky Projects Totaling Billions of Dollars," Washington, D.C.: U.S. General Accountability Office, Testimony Before the Subcommittee on Federal Financial Management, Government Information and International Security, Committee on Homeland Security and Governmental Affairs, U.S. Senate. Accessed July 12, 2009 at: www.gao.gov/new.items/d061099t.pdf.
215. Prahalad, C.K. and Ramaswamy, V. (2001) "Co-opting Customer Competence," Customer Relationship Management. Harvard Business Review. Boston: Harvard Business School Press.
216. Pressman, J. and Wildavsky, A. (1984) Implementation (3rd ed.). Berkeley: University of California Press.
217. Prestowitz, C. (2006) Three Billion New Capitalists: The Great Shift of Wealth and Power to the East. New York: Basic Books.
218. Public Interest Research Group. (2010) "Following the Money: How the 50 States Rate in Providing Online Access to Government Spending Data." Available at: http: //cdn.publicinterestnetwork. org.
219. Putnam, R. (2000) Bowling Alone: The Collapse and Revival ofAmerican Community. New York: Simon and Schuster.
220. Raffel, J. (1999) "Privatization and Contracting: Managing for State and Local Productivity," Public Performance and Management Review, 22 (4): 430-434.
221. Rago, W. (1994) "Adapting Total Quality Management (TQM) to Government: Another Point of View," Public Administration Review, 54 (1): 61-65.
222. Report to Congress on the Benefits of the President's E-Government Intiatives, Fiscal Year 2009. Accessed at: www.whitehouse.gov/omb/assets/egov_docs/ FY 09_Benefits_Report.pdf.
223. Rho, S. (2007) "An Evaluation of Digital Deliberative Democracy in Local Government," in Al-Hakim, L. (Ed.) Global E-Government: Theory, Applications and Benchmarking. Hershey, PA: Idea Group Publishing: 200-213.
224. Richardson, W. (2006) Blogs, Wikis, Podcasts, and other Powerful Web Tools for Classrooms. Thousand Oaks, CA: Corwin Press.
225. Riley, T.B. (2004) E-Government: The Digital Divide and Information Sharing: Examining the Issues, Commonwealth Centre for Electronic Governance, July 2004. Available at: www.electronicgov.net/pubs/research_papers/track04/ index.shtml.
226. Riley, T.B. (2005) E-Privacy, Anonymity and Public Spaces: What is this All About? Commonwealth Centre for Electronic Governance, November 2005. Available at: www.electronicgov.net/pubs/research_papers/PrivAnonNymity05.shtml.
227. Riley, T.B., and Riley, C.G. (2003) E-Governance to E-Democracy: Examining the Evolution, Commonwealth Centre for Electronic Governance, June 2003. Available at: unpan1.un.org/intradoc/groups/public/documents/APCITY/ UNPAN015436.pdf.
228. Robbins, M.D, Simonsen, B. and Feldman, B. (2008) "Citizens and Resource Allocation: Improving Decision Making with Interactive Web-Based Citizen Participation, New Perspectives on E-Government," Public Administration Review, 68 (3): 564-575.
229. Rocheleau, B. (2007) Case Studies on Digital Government. Hershey, PA: Idea Group Publishing.
230. Rogers, E.M. (2003) The Diffusion ofInnovations (5th ed.). New York: The Free Press.
231. Ronan, J.W. (2000). E-Government: The Next Revolution. Washington, D.C.: Council for Excellence in Government.
232. Rothkopf, D. (2008) Superclass: The Global Power Elite and the World they are Making. New York: Farrar, Straus, and Giroux.
233. Roucheleau, B.A. (2006) PublicManagementInformationSystems. Hershey, PA: Idea Publishing Group.
234. Roucheleau, B.A. (Ed.) (2007) Case Studies on Digital Government. Hershey, PA: Idea Publishing Group.
235. Rubin, R.E. (2003) In an Uncertain World. New York: Random House.
236. Sanderson, I. (2001) "Performance Management, Evaluation and Learning in 'Modern' Local Government," Public Administration, 79 (2): 297-313.
237. Sarbaugh-Thompson, M. (1998) "Change from Below: Integrating Bottom-Up Entrepreneurship into a Program Development Framework," American Review of Public Administration, 28 (1): 3-25.
238. Savas, E.S. (2000) Privatization and Public Policy Partnerships. Chatham, NJ: Chatham House.
239. Seifert, J. (2003) A Primer on E-Government: Sectors, Stages, Opportunities, and Challenges of Online Governance. Washington, D.C.: Congressional Research Service. Accessed November 4, 2007 at http://www.fas.org/sgp/crs/RL31057. pdf.
240. Senge, P.M. (1996) "Leading Learning Organizations," Training & Development, 50 (12): 36-37.
241. Senge, P.M. etal. (1994) The Fifth Discipline Fieldbook. New York: Doubleday.
242. Senge, P., Smith, B., Schley, S., Laur, J. and Kruschwitz, N. (2008) The Necessary Revolution: How Individuals and Organizations are Working Together to Create a Sustainable World. New York: Crown Books.
243. Sensenbrenner, J. (1991) "Quality Comes to City Hall," Harvard Business Review, 69 (2): 64-70.
244. Shark, A. and Toporkoff, S. (2008) Beyond e-Government & e-Democracy: A Global Perspective. Public Technology Institute and ITEMS International.
245. Shea, C. and Garson, D. (2010) Handbook ofPublic Information Systems (3rd ed.). Boca Raton, FL: CRC Press.
246. Shin, M. and Lee, Y (2009). "Changing the Landscape of Teacher Education via Online Teaching and Learning Techniques," Connecting Education and Careers, 84 (1), 32-33.
247. Signore, O., Chesi, F. and Pallotti, M. (2005) E-Government: Challenges and Opportunities. CMG Italy-XIX Annual Conference. Accessed August 14, 2007 at www.w3c.it/papers/cmg2005Italy.pdf.
248. Skinner, R. (2008) Full Interoperability Means More ThanJust Voice, Government Technology Online. Available at www.govtech.com/gt/324033?topic = 117676.
249. Smith, P.J. (2004) "New Information Technologies and Empowerment: The Implications for Politics and Governance," in Oliver, E.L. and Sanders, L. (Eds.) E-Government Reconsidered: Renewal of Governance for the Knowledge Age. Canadian Plains Research Center and the Saskatchewan Institute of Public Policy, Regina, Canada pp. 135-151.
250. Solnit, David (Ed.) (2004) Globalize Liberation. San Fransisco: City Lights Books.
251. Srinivas, H. (2002) "Use of Internet for Citizens' Participation in Urban Management: A View From Japan," January 18. Accessed at: www.gdrc.org/ icts/jhdp.html.
252. Stier, M. (2009) "Challenges for the New Chief Performance Officer," Washington Post, Wednesday, January 7, 2009.
253. Stiglitz, J. (2003) Globalization and Its Discontents. New York: W.W. Norton.
254. Stiglitz, J. (2006) Making Globalization Work. New York: W.W. Norton.
255. Stillman, R. (2010) Public Administration: Concepts and Cases (9th ed.). Boston: Cengage.
256. Stubbs, R. (1998) "The Impact of Telematics on Local Governance and Delivery of Services." Available at: www.democracy.org.uk.
257. Svara, J. (1999a) "The Shifting Boundary between Elected Officials and City Managers in Large Council-Manager Cities," Public Administration Review, 59 (1): 44-53.
258. Svara, J.H. (1999b) "The Embattled Mayors and Local Executives," in Weber, R. E. and Brace, P. (Eds.) American State and Local Politics. Directions for the 21st Century. New York: Chatham House Publishers pp. 139-165.
259. Svara, J.H. (2009) (Ed.) The Facilitative Leader in City Hall: Reexamining the Scope and Contributions. Boca Raton, FL: CRC Press.
260. Swiss, J. (1992) "Adapting Total Quality Management (TQM) to Government," Public Administration Review, 52 (2): 356-362.
261. Thompson, A.A. and Strickland, A.J. (2002) Strategic Management: Concepts and Cases. Burr Ridge, IL: McGraw-Hill.
262. Todd, C. and Gawiser, S. (2009) How Obama Won: A State-By-State Guide to the Historic 2008 Presidential Election. New York: Vintage Books.
263. Tolbert, C.J. and Mossberger, K. (2006) "The Effects of E-Government on Trust and Confidence in Government," Public Administration Review, 66 (3): 354-369.
264. Tolbert, C.J., Mossberger, K. and McNeal, R. (2008) "Institutions, Policy Innovation, and E-Government in the American States," Public Administration Review, 68 (3): 549-563.
265. Traunmuller, R. (2004) Electronic Government: Third International Conference - EGOV 2004, Zaragoza, Spain, August/September 2004 Proceedings. Berlin: Springer Verlag.
266. Traunmuller, R. and Lenk, K. (2002) Electronic Government: First International Conference. Aix-en-Provence, France.
267. Tummala, V.M.R. and Tang, C.L. (1996) "Strategic Quality Management, Malcolm Baldrige and European Quality Awards and ISO 9000 Certification: Core Concepts and Comparative Analysis," International Journal of Quality and Reliability Management, 13 (4): 8-38.
268. United Nations. (2007) Manage Knowledge to Build Trust in Government. New York: Department of Economic and Social Affairs. Available at: http://unpan1.un. org/intradoc/groups/public/documents/un/unpan028460.pdf.
269. United Nations. (2008) Global E-Government Survey 2008: From E Government to Connected Governance. Available at: http://unpan1.un.org/intradoc/groups/ public/documents/un/unpan028607.pdf.
270. United Nations. (2010) E-Government Survey, Leveraging E-Government at a Time of Financial and Economic Crisis. Available at: http://unpan1.un.org/intradoc/ groups/public/documents/un/unpan0 388 51.pdf.
271. U.S Department of Commerce, The Emerging Digital E I Report (1998) (www. ecommerce.gov) and Nielson//Net Ratings, October 1999 (www.nielson- netratings.com).
272. U.S. Department of Homeland Security: www.safecomprogram.gov/SAFECOM/.
273. U.S. General Accounting Office. (2000) ElectronicGovernment: GovernmentPaperwork Elimination Act Presents Challenges for Agencies. Washington, D.C.: Report to the Ranking Minority Member, Committee on Government Operations, U.S. Senate.
274. U.S. General Accounting Office. (2004) ELECTRONIC GOVERNMENT: Initiatives Sponsored by the Office of Management and Budget Have Made Mixed Progress. Washington, D.C.: Testimony before the Subcommittee on Technology, Information Policy, Intergovernmental Relations and the Census, Committee on Government Operations, U.S. House of Representatives.
275. U.S. General Services Administration. (2005) Improving Citizen Customer Service: Metrics, Benchmarks, Best Practices, and Technology Trends. Accessed July 10, 2009 at: www.usaservices.gov/bestpractices/pdf_citizens/metricsmitre-1.pdf.
276. U.S. Government Accountability Office. (2009) Agencies Need to Improve the Implementation and Use of Earned Value Techniques to Help Manage Major System Acquisitions. Report to the Chairman, Subcommittee on Federal Financial Management, Government Information, Federal Services, and International Security, Committee on Homeland Security and Governmental Affairs, U.S. Senate, GAO-10-2. Accessed October 30, 2009 at: www.gao.gov/new.items/ d102.pdf.
277. U.S. House of Representatives. (2002) "The E-Government Act of 2002." Available at: www.usaid.gov/policy/egov/egov_2002.pdf.
278. Van Thiel, S. and Leeuw, F.L. (2002) "The Performance Paradox in the Public Sector," PublicPerformanceandManagementReview, 25 (3): 267-281.
279. Veseth, M. (2005) Globaloney: Unraveling the Myths ofGlobalization. Lanham, MD: Rowman & Littlefield Publishers.
280. Welch, E.W., Hinnant, C.C. and Moon, M.J. (2004) "Linking Citizen Satisfaction with E-Government and Trust in Government," Journal of Public Administration Research and Theory, 15: 371-391. Accessed October 18, 2008 at www.jpart. oxfordjournals.org/cgi/reprint/15/3/371.
281. West, D.M. (2001) "Assessing E-Government: The Internet, Democracy, and Service Delivery by State and Federal Governments, 2000." Accessed at: www. insidepolitics.org/egovtreport00.html.
282. West, D.M. (2003) Global E-government, 2003. Providence, RI: Taubman Center for Public Policy, Brown University. Accessed July 10, 2008 at www: insidepolitics.org/egovt03int.html.
283. West, D.M. (2004) "E-Government and the Transformation of Service Delivery and Citizen Attitudes," Public Administration Review, 64: 15-27. Accessed June 28, 2007 at www.blackwell-synergy.com/links/doi/10.1111%2Fj.1540- 6210.2004.00343.x.
284. West, D. (2005) Digital Democracy: Technology and Public Sector Performance. Princeton, NJ: Princeton University Press.
285. West, D.M. (2006) State and Federal E-Government in the United States. Providence, RI: Brown University. Accessed December 12, 2007 at www.insidepolitics. org/egovt06us.pdf.
286. West, D.M. (2008) Improving Technology Utilization in Electronic Government around the World. Washington, D.C.: The Brookings Institution.
287. Wilson, L. and Durant, R. (1993) "Evaluating TQM: The Case for a Theory Driven Approach," Public Administration Review, 23 (3): 137-146.
288. Wilson, W. (1887) "The Study of Administration," Political Science Quarterly, 2 (June). Available at: www.teachingamericanhistory.org/library/index. asp /document =465.
289. Wimmer, M. (Ed.) (2002) Knowledge Management in e-Government. Vienna, Austria: Trauner Druck.
290. Wimmer, M.A. (Ed.) (2004) Knowledge Management in Electronic Government. Berlin: Springer.
291. Wimmer, M.A. (Ed.) (2005) E-Government 2005: Knowledge Transfer and Status. Vienna: Austrian Computer Society.
292. Wimmer, M., Traunmuller, R., Gronland, A. and Andersen, K. (Eds.) (2005) Electronic Government. Berlin Heidelberg: Springer Verlag.
293. Wimmer, M.A., Scholl J.H. and Ferro E. (Eds.) (2008) Electronic Government. 7th International Conference, EGOV 2008. Springer Verlag: Heidelberg LNCS # 5184.
294. Xavier, M.J. (2002) "Citizen Relationship Management-Concepts, Tools and Research Opportunities." Paper presented in the 6th Research Conference on Relationship Management in Atlanta, Georgia, June.
295. Zabriskie, F.H. and McNabb, D.E. (2007) "E-Hancing the Master of Business Administration (MBA) Managerial Accounting Course," Journal of Education for Business, 82 (5): 226-233.
296. Zbaracki, M. (1998) "The Rhetoric and Reality of Total Quality Management," Administrative Science Quarterly, 43 (3): 602-636.
297. Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.