Abstract
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.
Highlights
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
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
Pesquisas futuras poderiam explorar não só o Citizen Relationship Management (CiRM), mas também a relação entre governos e cidadãos, o que, em última instância, contribuirá para o desenvolvimento do CiRM
Summary
A relação entre cidadãos e governos tornou-se uma mudança estratégica na Administração Pública moderna, contexto em que a interação entre esses atores sociais surge como o vetor para a melhor prestação do serviço público e para o alcance da eficiência nas instituições públicas (Ponte, 2015; Secchi , 2009). A mudança da abordagem governamental, em que o cidadão é considerado cliente dos serviços públicos, tem sido apontada como um divisor de águas no processo de implementação do CiRM na Administração Pública, embora os cidadãos tenham uma relação multifacetada com o governo que vai além a ideia de ser um consumidor regular do serviço (Demo & Pessôa, 2015; Kavanagh, 2007). A literatura do CiRM tem muito a aprender com as práticas do setor privado e seus casos de sucesso, no entanto, é fundamental abraçar as complexidades da arena pública a fim de orientar futuros desenvolvimentos, academicamente e na prática gerencial
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
