{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,17]],"date-time":"2026-03-17T23:51:00Z","timestamp":1773791460302,"version":"3.50.1"},"reference-count":26,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2008,4,25]],"date-time":"2008-04-25T00:00:00Z","timestamp":1209081600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2008,4,25]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to provide practitioners of management a sense of importance in providing a balance between providing customer service and still safeguarding personal identity through a national identity program.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>A review of the applied literature on national identity programs and a personal interview of 252 professional and semi\u2010professional people was conducted, representative of the service industries located in the metropolitan section of Pittsburgh, PA.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Via multiple linear regression, <jats:italic>\u03c7<\/jats:italic><jats:sup>2<\/jats:sup>, and factor analysis, virtually all the basic personal information and customer relationship management (CRM)\u2010related tenets of benefits with identity program, global security concerns, technology enabled, personal identity concerns, standardization concerns, wealth and education factors, cost of capita, online experiences, and confront with personal information, were found be statistically significant and positively related to the degree of invasion of privacy factor.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Although, there are many beneficial reasons why national identity programs should be implemented, such as security, convenience, and enhancing CRM\u2010related strategies, the vast majority of citizens have many fears and feel there are too many risks involved.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>Few empirical studies existing in the literature, especially from a business perspective concerning national identity initiatives. These issues regarding national identification cards and CRM were addressed through exploratory data reduction analyses. Although, there were several significant and negative issues associated with implementation, in general, if citizens are better educated about the benefits of a national identification card they are more willing to adopt it and pay for the program.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635570810868335","type":"journal-article","created":{"date-parts":[[2008,5,4]],"date-time":"2008-05-04T19:54:54Z","timestamp":1209930894000},"page":"455-477","source":"Crossref","is-referenced-by-count":3,"title":["Exploring national identification programs among web\u2010enabled professionals"],"prefix":"10.1108","volume":"108","author":[{"given":"Alan D.","family":"Smith","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2022012520280371400_b1","unstructured":"Anton, J. and Petouhoff, N. (2002), Customer Relations Management: The Bottom Line to Optimizing Your ROI, Prentice\u2010Hall, Englewood Cliffs, NJ."},{"key":"key2022012520280371400_b2","doi-asserted-by":"crossref","unstructured":"Beynon\u2010Davies, P. (2006), \u201cPersonal identity management in the information policy: the case of the UK national identity card\u201d, Information Policy, Vol. 11 No. 1, pp. 3\u201011.","DOI":"10.3233\/IP-2006-0085"},{"key":"key2022012520280371400_b3","doi-asserted-by":"crossref","unstructured":"Beynon\u2010Davies, P. (2007), \u201cPersonal identity management and electronic government; the case of the national identity card in the UK\u201d, Journal of Enterprise Information Management, Vol. 20 No. 3, pp. 244\u20109.","DOI":"10.1108\/17410390710740727"},{"key":"key2022012520280371400_b4","doi-asserted-by":"crossref","unstructured":"Bishop, C.M. 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(1999), \u201cIdentification cards in America\u201d, Society, July\/August, pp. 70\u20106.","DOI":"10.1007\/BF02686155"},{"key":"key2022012520280371400_b9","unstructured":"Hatlestad, L. (2006), \u201cBig brother goes digital \u2013 physical\u2010security systems are plugging into the network. Everything from video cameras to door locks will run on IP cables, opening opportunities for solution providers\u201d, VARbusiness, Vol. 22 No. 8, pp. 30\u20103."},{"key":"key2022012520280371400_b11","unstructured":"Heizer, J. and Render, B. (2006), Principles of Operations Management, 6th ed., Pearson Prentice\u2010Hall, Upper Saddle River, NJ."},{"key":"key2022012520280371400_b10","doi-asserted-by":"crossref","unstructured":"Heracleous, L. and Wirtz, J. (2006), \u201cBiometrics: the next frontier in service excellence, productivity and security in the service sector\u201d, Managing Service Quality, Vol. 16 No. 1, pp. 12\u201022.","DOI":"10.1108\/09604520610639937"},{"key":"key2022012520280371400_b26","doi-asserted-by":"crossref","unstructured":"Network Security (2007), \u201cUK government drops single\u2010database ID registry\u201d, Network Security, Vol. 2007 No. 1, p. 1.","DOI":"10.1016\/S1353-4858(07)70001-6"},{"key":"key2022012520280371400_b12","unstructured":"Newsletter on Intellectual Freedom (2007), \u201cIs it legal? National security\u201d, Newsletter on Intellectual Freedom, Vol. 56 No. 3, pp. 115\u20107."},{"key":"key2022012520280371400_b8","unstructured":"Paul, S.R. (2006), \u201cFeatures \u2013 identity theft: outline of federal statutes and bibliography of select resources\u201d, available at: www.llrx.com\/features\/idtheftguide.htm (accessed 7 February 2006)."},{"key":"key2022012520280371400_b13","unstructured":"Rigby, D.K. and Ledingham, D. (2004), \u201cCRM done right\u201d, Harvard Business Review, November, pp. 118\u201022."},{"key":"key2022012520280371400_b14","unstructured":"Smith, A.D. (2002), \u201cLoyalty and e\u2010marketing issues: customer retention on the web\u201d, Quarterly Journal of E\u2010commerce, Vol. 3 No. 2, pp. 149\u201061."},{"key":"key2022012520280371400_b15","doi-asserted-by":"crossref","unstructured":"Smith, A.D. (2004a), \u201cInformation exchanges associated with internet travel marketplaces\u201d, Online Information Review, Vol. 28 No. 4, pp. 292\u2010300.","DOI":"10.1108\/14684520410553787"},{"key":"key2022012520280371400_b16","doi-asserted-by":"crossref","unstructured":"Smith, A.D. 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