Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Cadernos EBAPE.BR |
Texto Completo: | http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1679-39512021000100032 |
Resumo: | Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision. |
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Citizen Relationship Management (CiRM): the past, present, and future of an emerging conceptCitizen Relationship ManagementPublic Sector ManagementLiterature ReviewAbstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision.Fundação Getulio Vargas, Escola Brasileira de Administração Pública e de Empresas2021-03-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S1679-39512021000100032Cadernos EBAPE.BR v.19 n.1 2021reponame:Cadernos EBAPE.BRinstname:Fundação Getulio Vargas (FGV)instacron:FGV10.1590/1679-395120200057xinfo:eu-repo/semantics/openAccessCARVALHO,DANIELDEMO,GISELAMEDEIROS,JÚLIOSCUSSEL,FERNANDAeng2021-03-12T00:00:00Zoai:scielo:S1679-39512021000100032Revistahttp://bibliotecadigital.fgv.br/ojs/index.php/cadernosebape/indexhttps://old.scielo.br/oai/scielo-oai.phpcadernosebape@fgv.br||cadernosebape@fgv.br1679-39511679-3951opendoar:2021-03-12T00:00Cadernos EBAPE.BR - Fundação Getulio Vargas (FGV)false |
dc.title.none.fl_str_mv |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
title |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
spellingShingle |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept CARVALHO,DANIEL Citizen Relationship Management Public Sector Management Literature Review |
title_short |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
title_full |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
title_fullStr |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
title_full_unstemmed |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
title_sort |
Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept |
author |
CARVALHO,DANIEL |
author_facet |
CARVALHO,DANIEL DEMO,GISELA MEDEIROS,JÚLIO SCUSSEL,FERNANDA |
author_role |
author |
author2 |
DEMO,GISELA MEDEIROS,JÚLIO SCUSSEL,FERNANDA |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
CARVALHO,DANIEL DEMO,GISELA MEDEIROS,JÚLIO SCUSSEL,FERNANDA |
dc.subject.por.fl_str_mv |
Citizen Relationship Management Public Sector Management Literature Review |
topic |
Citizen Relationship Management Public Sector Management Literature Review |
description |
Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-03-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1679-39512021000100032 |
url |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1679-39512021000100032 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.1590/1679-395120200057x |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
dc.publisher.none.fl_str_mv |
Fundação Getulio Vargas, Escola Brasileira de Administração Pública e de Empresas |
publisher.none.fl_str_mv |
Fundação Getulio Vargas, Escola Brasileira de Administração Pública e de Empresas |
dc.source.none.fl_str_mv |
Cadernos EBAPE.BR v.19 n.1 2021 reponame:Cadernos EBAPE.BR instname:Fundação Getulio Vargas (FGV) instacron:FGV |
instname_str |
Fundação Getulio Vargas (FGV) |
instacron_str |
FGV |
institution |
FGV |
reponame_str |
Cadernos EBAPE.BR |
collection |
Cadernos EBAPE.BR |
repository.name.fl_str_mv |
Cadernos EBAPE.BR - Fundação Getulio Vargas (FGV) |
repository.mail.fl_str_mv |
cadernosebape@fgv.br||cadernosebape@fgv.br |
_version_ |
1754115887047114752 |