Resumo

The citizen relationship management has played a relevant role in the Public Administration considering its potential to improve service quality, public services image, as well as to promote citizenship. Thus, this study aims at identifying international scientific articles published in two important administration databases, Web of Science and Scopus, without temporal cut-off.

This research aims at mapping the international scientific production on Citizen Relationship Management. Medeiros and Demo (2018) identified the national production on the subject and pointed the need to map the international production on CiRM. The purpose of this study was to fulfill this gap and evolved by broadening the previous review, focusing on the international production, which includes Brazil. Then, this study set the following question: how is the international scientific production on CiRM outlined?

The CiRM emerges to help improve service, quality in delivery, efficiency and to meet the citizen’s real needs. Further, it contributes to promote citizenship and to improve the image/reputation of public services in general (Demo & Pessôa, 2015; Schellong, 2008). Therefore, the Public Administration should be concerned about responsiveness, regularity, consistence and availability to public services in all service channels available for citizens (Fiľa, Schwarczová, & Mura, 2015). Hence, the CiRM can be defined as a strategy that aims at creating and supporting long-term and fruitful relations

In this search, 17 international journals were found, from 11 countries. These studies were developed by 32 research institutions, distributed in 8 countries, including Brazil. In the process of systematic investigation, 19 articles were found, being 2013, 2015 and 2016 the years with higher number of publications, as presented in Figure 1. However, limited scientific production and relatively stable pattern regarding publications were identified. It was noted that no publications were found in the last two years (2018 and 2019, until June) and that 2017 presented only one publication.

Although the subject is new in the academia, the studies are distributed in three great areas: conceptual frameworks; the relationship between government and citizen and the use of CiRM tools; and perpection measurement on the quality of public services. In this context, Brazil showed some leadership in the CiRM researches, since it has 3 out of the 32 research centers identified and was responsible for 10,35% of the international production.

Demo, G., & Pessôa, R. (2015). CRM na administração pública: desenvolvimento e validação de uma Escala de Relacionamento com o Cidadão (ERCi). RAP. Duque, J., Varajão, J., Vitor, F., & Dominguez, C. (2013). Implementation of CRM systems in Portuguese Municipalities. Local Government Studies. Fiľa, M., Schwarczová, L., & Mura, L. (2015). Citizen satisfaction survey as a tool of citizen relationship management of local government in Slovakia. Serbian Journal of Management. Schellong, A. (2008). Citizen Relationship Management. In Electronic Government.