Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept

Detalhes bibliográficos
Autor(a) principal: Carvalho, Daniel
Data de Publicação: 2021
Outros Autores: Demo, Gisela, Medeiros, Júlio, Scussel, Fernanda
Tipo de documento: Artigo
Idioma: por
eng
Título da fonte: Cadernos EBAPE.BR
Texto Completo: https://periodicos.fgv.br/cadernosebape/article/view/83119
Resumo: 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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spelling Citizen Relationship Management (CiRM): the past, present, and future of an emerging conceptCitizen Relationship Management (CiRM): pasado, presente y futuro de un concepto emergenteCitizen Relationship Management (CiRM): passado, presente e futuro de um conceito emergenteCitizen Relationship ManagementPublic Sector ManagementLiterature ReviewGestão do Relacionamento com o CidadãoGestão do Serviço PúblicoRevisão de LiteraturaGestión de relaciones ciudadanasGestión de servicios públicosRevisión de literaturaAlthough 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.Aunque el Citizen Relationship Management (CiRM) ha sido adoptado en todo el mundo para mejorar la relación entre gobiernos y ciudadanos, se sabe poco sobre el campo científico del CiRM. Este artículo reporta una revisión de la literatura con el objetivo principal de analizar el campo científico del CiRM para comprender su estructura intelectual y establecer una agenda de investigación. Analizamos 24 artículos, publicados entre 2005 y 2020, que revelan que el CiRM es un concepto emergente en la literatura científica, dependiente del contexto y dividido en tres categorías: el desarrollo de modelos integradores; la relación entre gobierno y ciudadanos; y la evaluación de los servicios públicos. La investigación sobre CiRM es predominantemente empírica y carece de una madurez conceptual que permita desarrollos teóricos y empíricos contribuyentes. Sobre esa base, proponemos una agenda de investigación que aborde las principales brechas: adopción, implementación y eficiencia de las estrategias del CiRM, además de la integración de dichas estrategias en los diferentes niveles de gobierno. Esta es la primera revisión integral sobre CiRM que arroja luz sobre sus bases de conocimiento y entiende su pasado y el panorama actual. A partir de esto, contribuimos con el desarrollo del cuerpo de conocimiento del CiRM, orientando los esfuerzos de los investigadores en los campos de relación entre gobiernos y ciudadanos; procesos de adopción e implementación de CiRM; prácticas de gestión pública; y eficiencia en la prestación de servicios públicos.Embora o Citizen Relationship Management (CiRM) tenha sido adotado mundialmente para aprimorar o relacionamento entre governos e cidadãos, pouco se sabe sobre o campo científico do CiRM. Este artigo relata uma revisão de literatura com o objetivo principal de analisar o campo científico do CiRM a fim de compreender sua estrutura intelectual e propor uma agenda de pesquisa. Analisamos 24 artigos publicados no período de 2005 a 2020, revelando que o CiRM é um conceito emergente na literatura científica, dependente do contexto e dividido em três categorias: o desenvolvimento de modelos integrativos; a relação entre governo e cidadãos; e a avaliação dos serviços públicos. A pesquisa sobre CiRM é predominantemente empírica, carecendo de maturidade conceitual que possibilite desenvolvimentos teóricos e empíricos contributivos. Com base nisso, propomos uma agenda de pesquisas abordando as principais lacunas: adoção, implementação e eficiência das estratégias de CiRM, além da integração dessas estratégias nos diferentes níveis de governo. Esta é a primeira revisão abrangente sobre CiRM, lançando luz sobre as bases do conhecimento de CiRM, compreendendo seu passado e o panorama atual. A partir disso, contribuímos com o desenvolvimento do corpo de conhecimento do CiRM, orientando os esforços de pesquisadores nas áreas de relacionamento entre governos e cidadãos; processos de adoção e implementação de CiRM; práticas de gestão pública; e eficiência na prestação de serviços públicos.Escola Brasileira de Administração Pública e de Empresas da Fundação Getulio Vargas2021-03-08info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://periodicos.fgv.br/cadernosebape/article/view/8311910.1590/1679-395120200057Cadernos EBAPE.BR; Vol. 19 No. 1 (2021); 32-44Cadernos EBAPE.BR; Vol. 19 Núm. 1 (2021); 32-44Cadernos EBAPE.BR; v. 19 n. 1 (2021); 32-441679-3951reponame:Cadernos EBAPE.BRinstname:Fundação Getulio Vargas (FGV)instacron:FGVporenghttps://periodicos.fgv.br/cadernosebape/article/view/83119/78969https://periodicos.fgv.br/cadernosebape/article/view/83119/78970Carvalho, DanielDemo, GiselaMedeiros, JúlioScussel, Fernandainfo:eu-repo/semantics/openAccess2022-06-03T19:36:27Zoai:ojs.periodicos.fgv.br:article/83119Revistahttps://periodicos.fgv.br/cadernosebapehttps://periodicos.fgv.br/cadernosebape/oaicadernosebape@fgv.br||cadernosebape@fgv.br1679-39511679-3951opendoar:2024-05-13T10:00:19.206154Cadernos EBAPE.BR - Fundação Getulio Vargas (FGV)true
dc.title.none.fl_str_mv Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept
Citizen Relationship Management (CiRM): pasado, presente y futuro de un concepto emergente
Citizen Relationship Management (CiRM): passado, presente e futuro de um conceito emergente
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
Gestão do Relacionamento com o Cidadão
Gestão do Serviço Público
Revisão de Literatura
Gestión de relaciones ciudadanas
Gestión de servicios públicos
Revisión de literatura
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
Gestão do Relacionamento com o Cidadão
Gestão do Serviço Público
Revisão de Literatura
Gestión de relaciones ciudadanas
Gestión de servicios públicos
Revisión de literatura
topic Citizen Relationship Management
Public Sector Management
Literature Review
Gestão do Relacionamento com o Cidadão
Gestão do Serviço Público
Revisão de Literatura
Gestión de relaciones ciudadanas
Gestión de servicios públicos
Revisión de literatura
description 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 2021-03-08
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.fgv.br/cadernosebape/article/view/83119
10.1590/1679-395120200057
url https://periodicos.fgv.br/cadernosebape/article/view/83119
identifier_str_mv 10.1590/1679-395120200057
dc.language.iso.fl_str_mv por
eng
language por
eng
dc.relation.none.fl_str_mv https://periodicos.fgv.br/cadernosebape/article/view/83119/78969
https://periodicos.fgv.br/cadernosebape/article/view/83119/78970
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Escola Brasileira de Administração Pública e de Empresas da Fundação Getulio Vargas
publisher.none.fl_str_mv Escola Brasileira de Administração Pública e de Empresas da Fundação Getulio Vargas
dc.source.none.fl_str_mv Cadernos EBAPE.BR; Vol. 19 No. 1 (2021); 32-44
Cadernos EBAPE.BR; Vol. 19 Núm. 1 (2021); 32-44
Cadernos EBAPE.BR; v. 19 n. 1 (2021); 32-44
1679-3951
reponame:Cadernos EBAPE.BR
instname:Fundação Getulio Vargas (FGV)
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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
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