The Role of Participation, Innovation Orientation, and Relational Norm for Improving Relationship Performance

2016 ◽  
Vol 24 (4) ◽  
pp. 113-130
Author(s):  
Min Sung
Keyword(s):  
Relational Norm ◽  
Relationship Performance

The Role of Relational Information Processes and Technology Use in Customer Relationship Management

2005 ◽  
Vol 69 (4) ◽  
pp. 177-192 ◽  
Author(s):  
Satish Jayachandran ◽  
Subhash Sharma ◽  
Peter Kaufman ◽  
Pushkala Raman
Keyword(s):  
Customer Relationship Management ◽  
Technology Use ◽  
Relationship Management ◽  
Vital Role ◽  
Customer Relationship ◽  
Performance Technology ◽  
Relational Information ◽  
Information Processes ◽  
Relationship Performance

Drawing on the relationship marketing and market information processing literature streams, the authors conceptualize and measure relational information processes, or organizational routines that are critical for customer relationship management (CRM). The authors examine the key drivers and outcome of relational information processes and the role of technology in implementing CRM using data collected from a diverse sample of firms. The results show that relational information processes play a vital role in enhancing an organization's customer relationship performance. By moderating the influence of relational information processes on customer relationship performance, technology used for CRM performs an important and supportive role. The study provides insights into why the use of CRM technology might not always deliver the expected customer relationship performance outcome.

scholarly journals The relationship regulator: a buyer-supplier collaborative performance measurement system

2018 ◽  
Vol 38 (11) ◽  
pp. 2022-2039 ◽  
Author(s):  
Vieri Maestrini ◽  
Veronica Martinez ◽  
Andy Neely ◽  
Davide Luzzini ◽  
Federico Caniato ◽  
...  
Keyword(s):  
Performance Measurement ◽  
Measurement System ◽  
Performance Measurement System ◽  
Adoption Process ◽  
Content Type ◽  
Measurement Framework ◽  
Relationship Performance ◽  
The Relationship

Purpose The purpose of this paper is to propose an innovative buyer-supplier performance measurement system (PMS) (called relationship regulator – RelReg), aimed at stimulating collaboration on mutual performance. The RelReg is described all throughout the phases of its lifecycle: first, design features and visual representation of the new measurement framework are reported; second, guidelines on how to implement, use and review the system are provided, highlighting the role of the buyer and the supplier at each step. Design/methodology/approach A theory building and testing approach is applied. The RelReg developed features primarily ground on previous scientific contributions matched with empirical evidence collected through case studies, workshops and focus groups. The resulting conceptual model is then validated through a dyadic buyer-supplier case study. Findings Two conceptual frameworks are provided: the RelReg dashboard – a multidimensional PMS; and the RelReg lifecycle – set of activities to be performed by both the buyer and the supplier all along the adoption process. Moreover, empirical insights on relevant issues to be considered when adopting the RelReg are reported. Originality/value The RelReg represents an innovative and smart tool, allowing buyer-supplier dyads to collaborate on relationship performance.

The impact of social and contractual enforcement on reseller performance: the mediating role of coordination and inequity during adoption of a new technology

2016 ◽  
Vol 31 (6) ◽  
pp. 808-818 ◽  
Author(s):  
Talai Osmonbekov ◽  
Brian Gregory ◽  
Christian Chelariu ◽  
Wesley J. Johnston
Keyword(s):  
Structural Equation ◽  
Survey Methodology ◽  
New Technology ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Relationship Performance ◽  
The Impact ◽  
Business To Business

Purpose The purpose of this paper is to examine the impact of social and contractual enforcement on the performance of business-to-business relationship. The research also tests the mediating role of perceived inequity and coordination. Design/methodology/approach A survey methodology was used to obtain responses from 224 decision-makers at reseller organizations. The data were analyzed using structural equation modeling. Findings It was found that both social and contractual enforcement impact relationship performance. Perceived inequity and coordination are important moderators of those relationships, as social enforcement increases coordination and reduces perceived inequity, while contractual enforcement increases perceived inequity. Originality/value While previous studies examined enforcement impact on coordination and conflict, this study links it to relationship performance. Importantly, enforcement’s relationship with perceived inequity is also examined in the context of B2B relationship.

scholarly journals The Role of Change in the Relationships Between Leader-Member Exchange/Coworker Exchange and Newcomer Performance: A Latent Growth Modeling Approach

2021 ◽  
Vol 12 ◽  
Author(s):  
Jing Liu ◽  
Allan Lee ◽  
Xueling Li ◽  
Ci-Rong Li
Keyword(s):  
Interpersonal Relationships ◽  
Leader Member Exchange ◽  
Latent Growth ◽  
Exchange Relationship ◽  
Psychological Entitlement ◽  
Coworker Exchange ◽  
Member Exchange ◽  
Relationship Performance ◽  
The Relationship

This study examines whether and how the qualities of newcomers’ interpersonal relationships [i.e., leader-member exchange (LMX) and coworker exchange (CWX)] relate to their initial performance and how changes in the qualities of these relationships relate to the changes in performance. To test a latent growth model, we collected data from 230 newcomers at six time points over a 6-week period. The results showed that LMX quality is positively related to initial newcomer performance; however, changes in LMX quality are not statistically significantly related to changes in newcomer performance. In contrast, an increase in CWX quality is positively related to newcomer performance improvement, but the initial quality of CWX does not predict newcomer performance. Furthermore, newcomers’ psychological entitlement moderates the relationship between LMX quality and newcomer performance; newcomers’ conscientiousness moderates the relationship between increases in CWX quality and improvements in newcomer performance. The findings increase our understanding of the newcomer exchange relationship-performance link over time and suggest that future newcomer socialization research explore the initial level of and the changes in these relationships simultaneously.

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