Currently browsing: Items authored or edited by Luciano Batista

Batista, Luciano; Dibb, Sally; Meadows, Maureen; Hinton, Matthew and Analogbei, Mathew (2020). A CRM-based pathway to improving organisational responsiveness: an empirical study. Journal of Strategic Marketing, 28(6) pp. 494–521.

• Download Accepted Manuscript (PDF / 1MB)

Batista, Luciano; Meadows, Maureen; Dibb, Sally; Hinton, Matthew and Analogbei, Mathew (2013). Improving organisational responsiveness through CRM – the dynamics of strategy, information systems, and staff empowerment. In: British Academy of Management Conference Proceedings, 10-12 Sep 2013, Liverpool, UK, British Academy of Management.

Batista, Luciano; Hinton, Matthew; Dibb, Sally and Meadows, Maureen (2012). Improving organisational responsiveness through CRM – strategy, system effectiveness and staff empowerment perspectives. In: 6th European Conference on Information Management and Evaluation (ECIME 2012), 13-14 Sep 2012, University College Cork, Ireland.

Batista, Luciano (2012). Translating trade and transport facilitation into strategic operations performance objectives. Supply Chain Management: an International Journal, 17(2) pp. 124–137.

Kumar, Vikas; Batista, Luciano and Maull, Roger (2011). The impact of operations performance on customer loyalty. Service Science, 3(2) pp. 158–171.

• Published Version (PDF) This file is not available for public download

Batista, Luciano and Cornock, Marc (2009). Information sharing in e-government initiatives: Freedom of Information and Data Protection issues concerning local government. Journal of Information, Law & Technology(2)

• Download Accepted Manuscript (PDF / 128kB)

Batista, Luciano (2009). Key operations performance factors on trade and transport facilitation. In: Logistics Research Network Conference, 09-11 Sep 2009, Cardiff, UK.

• Download Accepted Manuscript (PDF / 99kB)

Batista, Luciano; Smart, Andi and Maull, Roger (2008). The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control, 19(5) pp. 535–544.

Batista, Luciano (2007). CRM Practices and Resources for the Development of Customer-focused Multinational Organizations. In: O'Sullivan, Kevin ed. Strategic Knowledge Management in Multinational Organizations. New York, USA: IGI Global / Information Science Reference, pp. 227–255.

da Silva, Rui and Batista, Luciano (2007). Boosting government reputation through CRM. International Journal of Public Sector Management, 20(7) pp. 588–607.

Batista, Luciano (2007). CRM practices and resources for the development of customer-focused multinational organizations. In: O'Sullivan, Kevin ed. Strategic Knowledge Management in Multinational Organizations. Pennsylvania, USA: Information Science Reference, pp. 227–255.

Rodrigues-Filho, José; Alexander, Cynthia J. and Batista, Luciano C. (2006). E-voting in Brazil - the risks to democracy. In: Krimmer, R. ed. Electronic Voting 2006, GI Lecture Notes in Informatics. Bonn, Germany: Bregenz, pp. 85–94.

• Download Published Version (PDF / 143kB)

Batista, Luciano and Kawalek, Peter (2004). Government readiness to CRM adoption: a LocalAuthority analysis. In: Americas Conference on Information Systems (AMCIS), 6-8 Aug 2004, New York, US.

• Published Version (PDF) This file is not available for public download

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..

• Published Version (PDF) This file is not available for public download

Batista, Luciano and Kawalek, Peter (2004). Translating Customer-Focused Strategic Issues into Operational Processes Through CRM – A Public Sector Approach. In: Traunmüller, Roland ed. Electronic Government. Lecture Notes in Computer Science, 3183/2004. Berlin/Heidelberg, Germany: Springer, pp. 128–133.

Bannister, F.; Remenyi, D. and Batista, L. (2003). Potentialities of customer relationship management in the building of government reputation. In: Bannister, F. and Remenyi, D. eds. Proceedings of the Third European Conference on e-Government. Dublin, Ireland: ECEG.

• Download Published Version (PDF / 257kB)

Remenyi, D; Batista, Luciano and Kawalek, P (2002). In search of a model for assessing CRM demand in the government context. In: Remenyi, D ed. Proceedings of the Second European Conference on e-Government. Oxford, UK: ECEG.