Staff

Journal articles

Batista, L, and Cornock, M (2009) 'Information sharing in e-government initiatives: freedom of information and data protection issues concerning local government', Journal of Information, Law & Technology, no. 2.

Batista, L, Smart, A, and Maull, R (2008) 'The systemic perspective of service processes: underlying theory, architecture and approach', Production Planning & Control, vol. 19, no. 5, pp. 535-544.

da Silva, R, and Batista, L (2007) 'Boosting government reputation through CRM', International Journal of Public Sector Management, vol. 20, no. 7, pp. 588-607.

Book chapters

Batista, L (2007) 'CRM practices and resources for the development of customer-focused multinational organizations', In: O’Sullivan, K (ed.) Strategic Knowledge Management in Multinational Organizations, London, Premier Reference Source, Information Science Reference, IGI-Global.

Rodrigues-Filho, J, Alexander, C, and Batista, L (2006) 'E-voting in Brazil - the risks to democracy', In: Krimmer, R (ed.) Electronic Voting 2006, Lecture Notes in Informatics (LNI), GI Series, Volume P-86, Bregenz, Austria.

Batista, L, and Kawalek, P (2004) 'Translating customer-focused strategic issues into operational processes through CRM - a public sector approach', In: Traunmüller, R (ed.) Electronic Government, EGOV 2004 within DEXA, Lecture Notes in Computer Science (LCNS) Series No. 3183, Springer-Verlag.

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

Remenyi, D, Batista, L, 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, October.

Reports

Shaw, D, Kawalek, P, Batista, L, and Cottam, I (2004) 'Baseline Environmental Scan and Analysis of Good Practice in CRM by Local Authorities', National CRM Programme, Report S1.0, Report for the Office of the Deputy Prime Minister.

Conference papers

Batista, L (2009) 'Key operations performance factors on trade and transport facilitation', Proceedings of the 14th Annual Logistics Research Network Conference, Cardiff, UK, September.

Batista, L (2008) 'Access to information in the e-government context: freedom of information deception or data protection menace?', British Academy of Management Annual Conference, Harrogate, UK, September.

Batista, L, Smart, A, and Maull, R (2007) 'The systemic perspective of service processes: underlying theory, architecture and approach', 14th International Annual EurOMA Conference, Ankara, Turkey, June.

Batista, L (2006) 'Aplicação de Sistemas CRM no Governo: análise de uma instituição pública Britânica', Third International Conference on Information Systems and Technology Management, Sao Paulo, Brazil, June.

Batista, L, and Kawalek, P (2004) 'Government readiness to CRM adoption; a Local Authority analysis', Americas Conference on Information Systems (AMCIS 2004), New York, USA, August.

Cahill, M, Batista, L, and Kawalek, P (2004) 'The recovery of government reputation: exploring two dimensions of strategy', Americas Conference on Information Systems (AMCIS 2004), New York, USA, August.

da Silva, R, and Batista, L (2004) 'Boosting government reputation through CRM', 8th International Conference on Corporate Reputation, Fort Lauderdale, USA, May.

Batista, L (1994) 'A Terceirização de Serviços e seus Efeitos nas Relações Interculturais', Proceedings of the XVIII ENANPAD, Volume 10 - Recursos Humanos, Curitiba, Brazil.