Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
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 identifyin...
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| Format: | Article |
| Language: | English |
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FUCAPE Business School
2021-01-01
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| Series: | BBR: Brazilian Business Review |
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| Online Access: | http://www.redalyc.org/articulo.oa?id=123075327006 |
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| _version_ | 1825207235088744448 |
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| author | Júlio Medeiros Gisela Demo |
| author_facet | Júlio Medeiros Gisela Demo |
| author_sort | Júlio Medeiros |
| collection | DOAJ |
| 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. |
| format | Article |
| id | doaj-art-0ef353e88f4e4ebf98c4a5f47d0aeea0 |
| institution | Kabale University |
| issn | 1807-734X |
| language | English |
| publishDate | 2021-01-01 |
| publisher | FUCAPE Business School |
| record_format | Article |
| series | BBR: Brazilian Business Review |
| spelling | doaj-art-0ef353e88f4e4ebf98c4a5f47d0aeea02025-02-06T23:39:33ZengFUCAPE Business SchoolBBR: Brazilian Business Review1807-734X2021-01-01181101117http://dx.doi.org/10.15728/bbr.2021.18.1.6Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)Júlio MedeirosGisela DemoThe 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.http://www.redalyc.org/articulo.oa?id=123075327006cirmrelationship managementrelationship scalecitizenpublic service |
| spellingShingle | Júlio Medeiros Gisela Demo Attributes of a Relationship Management Model for the Public Sector (CiRS Exec) BBR: Brazilian Business Review cirm relationship management relationship scale citizen public service |
| title | 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_short | 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 |
| topic | cirm relationship management relationship scale citizen public service |
| url | http://www.redalyc.org/articulo.oa?id=123075327006 |
| work_keys_str_mv | AT juliomedeiros attributesofarelationshipmanagementmodelforthepublicsectorcirsexec AT giselademo attributesofarelationshipmanagementmodelforthepublicsectorcirsexec |