Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)
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Redalyc
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| Format: | Artículo científico |
| Sprache: | en |
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FUCAPE Business School
2021
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| _version_ | 1876445284266934272 |
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| author | Júlio Medeiros |
| author_facet | Júlio Medeiros |
| contents | Attributes of a Relationship Management Model for the Public Sector (CiRS Exec) Júlio Medeiros Gisela Demo Administración y Contabilidad CIRM citizen public service Relationship scale Relationship management 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. 2021 artículo científico 1807-734X https://www.redalyc.org/articulo.oa?id=123075327006 https://www.redalyc.org/journal/1230/123075327006/ https://www.redalyc.org/journal/1230/123075327006/html/ https://www.redalyc.org/journal/1230/123075327006/123075327006.epub https://www.redalyc.org/journal/1230/123075327006/movil http://dx.doi.org/10.15728/bbr.2021.18.1.6 en http://www.redalyc.org/revista.oa?id=1230 BBR - Brazilian Business Review application/pdf FUCAPE Business School BBR - Brazilian Business Review (Brasil) Num.1 Vol.18 |
| format | Artículo científico |
| id | redalyc_123075327006 |
| institution | Redalyc |
| language | en |
| publishDate | 2021 |
| publisher | FUCAPE Business School |
| spellingShingle | Attributes of a Relationship Management Model for the Public Sector (CiRS Exec) Júlio Medeiros Administración y Contabilidad CIRM citizen public service Relationship scale Relationship management Attributes of a Relationship Management Model for the Public Sector (CiRS Exec) Júlio Medeiros Gisela Demo Administración y Contabilidad CIRM citizen public service Relationship scale Relationship management 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. 2021 artículo científico 1807-734X https://www.redalyc.org/articulo.oa?id=123075327006 https://www.redalyc.org/journal/1230/123075327006/ https://www.redalyc.org/journal/1230/123075327006/html/ https://www.redalyc.org/journal/1230/123075327006/123075327006.epub https://www.redalyc.org/journal/1230/123075327006/movil http://dx.doi.org/10.15728/bbr.2021.18.1.6 en http://www.redalyc.org/revista.oa?id=1230 BBR - Brazilian Business Review application/pdf FUCAPE Business School BBR - Brazilian Business Review (Brasil) Num.1 Vol.18 |
| title | Attributes of a Relationship Management Model for the Public Sector (CiRS Exec) |
| topic | Administración y Contabilidad CIRM citizen public service Relationship scale Relationship management |
| url | https://www.redalyc.org/articulo.oa?id=123075327006 https://www.redalyc.org/journal/1230/123075327006/ https://www.redalyc.org/journal/1230/123075327006/html/ https://www.redalyc.org/journal/1230/123075327006/123075327006.epub https://www.redalyc.org/journal/1230/123075327006/movil http://dx.doi.org/10.15728/bbr.2021.18.1.6 |