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.

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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.

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)

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

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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.

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.

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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.

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

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

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.

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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.