THE MANAGEMENT OF COMMUNICATION IN STATE INSTITUTIONS – FROM MANAGEMENT OF THE RELATIONS WITH THE CUSTOMERS TO MANAGEMENT OF RELATIONS WITH THE CITIZEN

Muscalu Emanoil
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Muscalu Emanoil: FACULTY OF ECONOMICS, "LUCIAN BLAGA." UNIVERSITY, SIBIU, ROMANIA

Annals - Economy Series, 2015, vol. 4, 19-23

Abstract: Regardless of the nature of the organization, public communication has become one of the key strategic elements . In this context the emergence and development of customer relationship management can decisively influence organizational performance by maintaining closer relationships with consumers, with different audiences. The study reveals that the specificity of the public domain claims by their essence a special focus on their core image of the institution, on the confidence of services destined for the citizen, in this context the management of his satisfaction has created a new managerial approach – the management of the relation with the citizen.

Keywords: public communication; customer relationship management (CRM); citizen relationship management (CiRM); public service; customer satisfaction (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:cbu:jrnlec:y:2015:v:4:p:19-23

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