Boosting government reputation through CRM

Luciano Batista, Rui da Silva

Research output: Unpublished contribution to conferenceUnpublished Conference Paperpeer-review


Challenging the popular criticism that most public agencies and departments are bureaucratic, slow, and incapable of taking immediate actions, governments are striving to revert this negative image by adopting new business approaches and applying new information technologies for optimising their processes. On the one hand, the advent of Corporate Reputation theory shows that reputation can be enhanced through better management of the interactions between customers and customer-facing employees. On the other hand, the adoption of Customer Relationship Management (CRM) solutions enables a closer relationship between customer-facing employees and customers regardless of the channel of interaction. In this paper we draw from both theories aspects that can enable the building and management of corporate reputation in the public sector with the support of CRM solutions.
Original languageEnglish
Publication statusPublished - 2004
Event8th International Conference on Corporate Reputation - , United States
Duration: 1 Jun 2004 → …


Conference8th International Conference on Corporate Reputation
Country/TerritoryUnited States
Period1/06/04 → …


  • CRM
  • government reputation
  • local government
  • organisational reputation


Dive into the research topics of 'Boosting government reputation through CRM'. Together they form a unique fingerprint.

Cite this