Global fit indices and path coefficients

Global fit indices and path coefficients

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Article
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Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical...

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... While customers experience improved services from the private sector, they now have similar expectations from the public sector. The increasing citizens' expectations, together with pressures by demographic change, technological and knowledge explosion and advancements in ICT, lead to a new paradigm shift for governments to adopt the CRM philosophy by viewing and managing citizens as customers and become more effective, efficient, more open, innovative, participatory and trustworthy (Larsen and Milakovich, 2005;Wirtz et al., 2017). ...
... Governments at all levels (central, regional, local-municipal) will have a complete overview of citizens' data, provide improved services and thus increase citizens' loyalty, which may be a vital factor for e-government success. Especially local public administration (municipalities), which is close to the citizens and usually acts as the first and more often point of contact for public service delivery, should adopt modern tools and ICT applications and facilitate well-structured e-government services at a central point (Wirtz et al., 2017). ...
... Governments at all levels (central, regional, local) will face new challenges, by transforming citizens experience, operational processes and existing e-government models through the exploitation and use of new and innovative concepts, methods and technologies such as cloud computing and CiRM. Especially in local-municipal level, the adoption of innovative information and communication technologies is considered imperative, since municipalities-local public authorities are (in most occasions) the daily point of contact with citizens, while at the same time they are forced to operate with lower budgets and limited personnel (Wirtz et al., 2017). ...
... While customers experience improved services from the private sector, they now have similar expectations from the public sector. The increasing citizens' expectations, together with pressures by demographic change, technological and knowledge explosion and advancements in information and communication technologies (ICT), lead to a new paradigm shift for governments to adopt the customer relationship management philosophy by viewing and managing citizens as customers and become more effective, efficient, more open, innovative, participatory and trustworthy (Larsen & Milakovich, 2005;Wirtz et al., 2017). Governments at all levels (central, regional, local-municipal) will have a complete overview of citizens' data, provide improved services and thus increase citizens' loyalty, which may be a vital factor for e-government success. ...
... Governments at all levels (central, regional, local-municipal) will have a complete overview of citizens' data, provide improved services and thus increase citizens' loyalty, which may be a vital factor for e-government success. Especially local public administration (municipalities), which is close to the citizens and usually acts as the first and more often point of contact for public service delivery, should adopt modern tools and ICT applications and facilitate well-structured egovernment services at a central point (Wirtz et al., 2017). According to Latha et al. (2013), CiRM is defined as "a strategy and set of management practices, enabled by technology with a broad citizen focus, to maintain and optimize relationships and encourage new forms of citizen participation". ...
... Governments at all levels (central, regional, local) will face new challenges, by transforming citizens experience, operational processes and existing models through the exploitation and use of new and innovative concepts, methods and technologies such as cloud computing and CiRM. Especially in local-municipal level, the adoption of innovative information and communication technologies is considered imperative, since municipalities-local public authorities are (in most occasions) the daily point of contact with citizens, while at the same time they are forced to operate with lower budgets and limited personnel (Wirtz et al. 2017). The relationship between information and communication technologies (ICT) and digital government transformation is an area of scientific research and study among scholars. ...
Abstract: Cloud computing is expected to be a fundamental part of e-government strategy in the upcoming years, contributing to the digitalgovernment transformation at national, regional and local-municipal level. Citizens relationship management (CiRM) represents a combination of methods and ICT applications used by governments to manage their relationship with citizens. Provided through appropriate cloud computing deployment and services models, CiRM can support governments to adopt a new paradigm shift by viewing and managing citizens as customers, in order to respond quickly and accurately to citizen requests or inquiries and to provide access to e-government services, thus fostering more open, innovative, participatory and trustworthy communities. The paper analyses the role of cloud computing and citizens relationship management and proposes a heoretical model for the exploration of digital government transformation. Furthermore, it explores theadvantages, barriers and challenges that are associated with cloud computing and CiRM in the public sector and suggests appropriate cloud computing models for CiRM deployment.
... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
Conference Paper
Full-text available
A necessidade de adoção de ferramentas gerenciais na administração pública, tanto para o enfrentamento da crise fiscal, como para superação da incapacidade em atender as demandas dos cidadãos, inaugurou o movimento de reforma do Estado a partir dos anos 1970. Como resultado, tem-se buscado a melhoria do relacionamento entre governos e cidadãos, reflexo de um contexto de demanda social por melhor atendimento. Assim, o objetivo deste estudo é mapear a produção científica nacional acerca da Gestão do Relacionamento com os Cidadãos (CiRM), apresentando os resultados de uma revisão bibliométrica dos trabalhos publicados nos periódicos de administração e uma proposta de uma agenda de pesquisa. Quanto aos resultados, identificou-se baixa produção acadêmica sobre o tema, demonstrando que ainda há lacunas a serem preenchidas pela pesquisa. A pouca compreensão dos gestores públicos sobre a aplicabilidade do marketing de relacionamento aponta para o maior aprofundamento sobre a questão, para a melhoria dos serviços públicos.
... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
Conference Paper
A necessidade de adoção de ferramentas gerenciais na administração pública, tanto para o enfrentamento da crise fiscal, como para superação da incapacidade em atender as demandas dos cidadãos, inaugurou o movimento de reforma do Estado a partir dos anos 1970. Como resultado, tem-se buscado a melhoria do relacionamento entre governos e cidadãos, reflexo de um contexto de demanda social por melhor atendimento. Assim, o objetivo deste estudo é mapear a produção científica nacional acerca da Gestão do Relacionamento com os Cidadãos (CiRM), apresentando os resultados de uma revisão bibliométrica dos trabalhos publicados nos periódicos de administração e uma proposta de uma agenda de pesquisa. Quanto aos resultados, identificou-se baixa produção acadêmica sobre o tema, demonstrando que ainda há lacunas a serem preenchidas pela pesquisa. A pouca compreensão dos gestores públicos sobre a aplicabilidade do marketing de relacionamento aponta para o maior aprofundamento sobre a questão, para a melhoria dos serviços públicos.
... Pesquisas recentes sobre CiRM têm abordado questões como: o surgimento e a manutenção de portais governamentais (Orgeron & Goodman, 2011;Bhattacharya, Gulla, & Gupta, 2012;Seng, 2013;Cegarra, Navarro, & Pachón, 2014;Franke, Kroenung, Born, & Eckhardt, 2015;Wirtz, Mory, Piehler, & Daiser, 2016) e a satisfação dos cidadãos (Im & Lee, 2012;Jiang, Sun, & Wang, 2012;Lobato-Calleros, Rivera, Serrato, Gómez, & Cervantes, 2013;Oscar Nigro & Elizabeth González Císaro, 2014;Almarshad, 2015;Fiľa, Schwarczová, & Mura, 2015). Conclui-se, a partir da leitura dessas pesquisas, que a adoção dos conceitos do CiRM pode contribuir para a oferta de serviços públicos superiores. ...
... Web portals have the potential to become an alternative to traditional management and sharing of information within HEIs (Ettinger, 1991;Kumar & Jumnal, 2015), given the capacity to store and organise information (Power, 1997;Roknuzzaman & Umemoto, 2013) and provide access to it practically in real time (Garcia, Elbeltagi, Al-Husseini, & Abdelkader, 2011;Wirtz, Mory, Piehler, & Daiser, 2016). ...
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