Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)

Detalhes bibliográficos
Autor(a) principal: Medeiros, Júlio
Data de Publicação: 2020
Outros Autores: Demo, Gisela
Tipo de documento: Artigo
Idioma: eng
por
Título da fonte: BBR. Brazilian Business Review (English edition. Online)
Texto Completo: http://www.bbronline.com.br/index.php/bbr/article/view/633
Resumo: The New Public Management has encouraged the adoption of managerial tools by the public administration. In this context, the Citizen Relationship Management (CiRM) strategy allows for the improvement of the relationship with citizens and encourages citizenship. Thus, this research aims at identifying evidence for validity and reliability of a citizen relationship scale (CiRS Exec) for the Federal Executive Branch in Brazil, as well as a citizen’s satisfaction index. Exploratory and confirmatory factor analyses have been used, through structural equation modeling. The measurement model has presented good adjustment and a unifactorial structure scale named ‘Citizen Relationship’, comprising 13 items.
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spelling Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)Atributos de um Modelo de Gestão do Relacionamento para o Setor Público (ERCi Exec)CiRMrelationship managementrelationship scalecitizenpublic serviceCiRMgestão do relacionamentoescala de relacionamentocidadãoserviços públicosThe New Public Management has encouraged the adoption of managerial tools by the public administration. In this context, the Citizen Relationship Management (CiRM) strategy allows for the improvement of the relationship with citizens and encourages citizenship. Thus, this research aims at identifying evidence for validity and reliability of a citizen relationship scale (CiRS Exec) for the Federal Executive Branch in Brazil, as well as a citizen’s satisfaction index. Exploratory and confirmatory factor analyses have been used, through structural equation modeling. The measurement model has presented good adjustment and a unifactorial structure scale named ‘Citizen Relationship’, comprising 13 items.O movimento do New Public Management promoveu a adoção de ferramentas gerenciais pela Administração Pública. Nesse contexto, surge a estratégia do Citizen Relationship Management (CiRM), que permite aprimorar o relacionamento com cidadãos e incentiva a cidadania. Assim, este estudo visa identificar indícios de validade e confiabilidade de uma escala de relacionamento com cidadão (ERCi Exec) para o Poder Executivo Federal, além do índice de satisfação dos cidadãos. Foi utilizada análise fatorial exploratória (AFE) e confirmatória (AFC), via modelagem por equações estruturais. O modelo de mensuração proposto desvelou bom ajuste e estrutura unifatorial, sendo denominado “Relacionamento com o Cidadão”, composto por 13 itens. FUCAPE Business Shool2020-12-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleArtigo revisado pelos paresapplication/pdfapplication/pdfhttp://www.bbronline.com.br/index.php/bbr/article/view/63310.15728/bbr.2021.18.1.6Brazilian Business Review; Vol. 18 No. 1 (2021): January to February 2021; 101-117Brazilian Business Review; v. 18 n. 1 (2021): Janeiro a Fevereiro 2021; 101-1171808-23861807-734Xreponame:BBR. Brazilian Business Review (English edition. Online)instname:Fucape Business School (FBS)instacron:FBSengporhttp://www.bbronline.com.br/index.php/bbr/article/view/633/951http://www.bbronline.com.br/index.php/bbr/article/view/633/952Copyright (c) 2019 Brazilian Business Reviewhttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessMedeiros, JúlioDemo, Gisela2021-02-22T14:29:45Zoai:ojs.pkp.sfu.ca:article/633Revistahttps://www.bbronline.com.br/index.php/bbr/indexONGhttp://www.bbronline.com.br/index.php/bbr/oai|| bbronline@bbronline.com.br1808-23861808-2386opendoar:2021-02-22T14:29:45BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)false
dc.title.none.fl_str_mv Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
Atributos de um Modelo de Gestão do Relacionamento para o Setor Público (ERCi Exec)
title Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
spellingShingle Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
Medeiros, Júlio
CiRM
relationship management
relationship scale
citizen
public service
CiRM
gestão do relacionamento
escala de relacionamento
cidadão
serviços públicos
title_short Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
title_full Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
title_fullStr Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
title_full_unstemmed Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
title_sort Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
author Medeiros, Júlio
author_facet Medeiros, Júlio
Demo, Gisela
author_role author
author2 Demo, Gisela
author2_role author
dc.contributor.author.fl_str_mv Medeiros, Júlio
Demo, Gisela
dc.subject.por.fl_str_mv CiRM
relationship management
relationship scale
citizen
public service
CiRM
gestão do relacionamento
escala de relacionamento
cidadão
serviços públicos
topic CiRM
relationship management
relationship scale
citizen
public service
CiRM
gestão do relacionamento
escala de relacionamento
cidadão
serviços públicos
description The New Public Management has encouraged the adoption of managerial tools by the public administration. In this context, the Citizen Relationship Management (CiRM) strategy allows for the improvement of the relationship with citizens and encourages citizenship. Thus, this research aims at identifying evidence for validity and reliability of a citizen relationship scale (CiRS Exec) for the Federal Executive Branch in Brazil, as well as a citizen’s satisfaction index. Exploratory and confirmatory factor analyses have been used, through structural equation modeling. The measurement model has presented good adjustment and a unifactorial structure scale named ‘Citizen Relationship’, comprising 13 items.
publishDate 2020
dc.date.none.fl_str_mv 2020-12-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Artigo revisado pelos pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://www.bbronline.com.br/index.php/bbr/article/view/633
10.15728/bbr.2021.18.1.6
url http://www.bbronline.com.br/index.php/bbr/article/view/633
identifier_str_mv 10.15728/bbr.2021.18.1.6
dc.language.iso.fl_str_mv eng
por
language eng
por
dc.relation.none.fl_str_mv http://www.bbronline.com.br/index.php/bbr/article/view/633/951
http://www.bbronline.com.br/index.php/bbr/article/view/633/952
dc.rights.driver.fl_str_mv Copyright (c) 2019 Brazilian Business Review
http://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 Brazilian Business Review
http://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv FUCAPE Business Shool
publisher.none.fl_str_mv FUCAPE Business Shool
dc.source.none.fl_str_mv Brazilian Business Review; Vol. 18 No. 1 (2021): January to February 2021; 101-117
Brazilian Business Review; v. 18 n. 1 (2021): Janeiro a Fevereiro 2021; 101-117
1808-2386
1807-734X
reponame:BBR. Brazilian Business Review (English edition. Online)
instname:Fucape Business School (FBS)
instacron:FBS
instname_str Fucape Business School (FBS)
instacron_str FBS
institution FBS
reponame_str BBR. Brazilian Business Review (English edition. Online)
collection BBR. Brazilian Business Review (English edition. Online)
repository.name.fl_str_mv BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)
repository.mail.fl_str_mv || bbronline@bbronline.com.br
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