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The recovery of government reputation: exploring two dimensions of strategy

Cahill, Martin; Batista, Luciano and Kawalek, Peter (2004). The recovery of government reputation: exploring two dimensions of strategy. In: Americas Conference on Information Systems (AMCIS 2004), 6-8 Aug 2004, New York, US..

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Abstract

The opportunity to enhance the reputation of local government is an emerging philosophy, primarily driven by the current egovernment agenda, to transform governments into efficient, effective, customer-centric and innovative organisations. It can be argued that those authorities that successfully embed this change will attract new business and employment, increase loyalty, pull in more tax revenue and increase their reputation; a virtuous circle. Given the relative newness of government reputation theory, government leaders have lacked suitable strategies and techniques to apply in their organisations. As part of a UK national programme, sponsored by the Office of the Deputy Prime Minister, a study was undertaken of successful, leading local authorities. The study established that government leaders should put together a reputation strategy of two interwoven dimensions. An initial dimension is an over-arching strategy that enhances reputation externally, whilst a customer-centric initiative enhances reputation for residing citizens and businesses.

Item Type: Conference Item
Copyright Holders: 2004 Association for Information Systems (AIS)
Keywords: reputation; government; e-government; strategy; policy; innovation; customer service; satisfaction; loyalty; values; metrics; CRM
Academic Unit/Department: Open University Business School
Interdisciplinary Research Centre: Innovation, Knowledge & Development research centre (IKD)
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Item ID: 25251
Depositing User: Luciano Batista
Date Deposited: 19 Apr 2011 10:22
Last Modified: 02 Jun 2012 14:49
URI: http://oro.open.ac.uk/id/eprint/25251
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