Effective Relationship Management Research Articles

Effective management and success of business ethical relationships

Effective management and success of business ethical relationships

Social network analysis to understand the dynamics of global supply chains

PurposeThe aim of this study is to increase the understanding of collaborative relationships and assess according to the project size, the influence of the contributory factors in shaping collaboration network structure in projects developed in global supply chains (GSC).Design/methodology/approachThe paper used a case study methodology applied to eight global projects developed by an Austrian company leader in global market intra-logistics solutions and warehouse automation. The cases were studied by two approaches in network analysis. First, visual and descriptive analysis to describe structural aspects of the network. Second, stochastic network analysis to evaluate the influence of contributory factors in the structure of the collaboration network.FindingsThe results evidence that independently of the project size and project manager influence, project team roles (PTR) who have a reciprocal communication among other PTR tend to have a higher collaboration intensity (CI). Additionally, the results highlight the influence of the project manager in shaping the collaboration network in standard projects (STP) and small projects (SMP). According to the project size, the results show that the PTR that form complete triangles or cluster or who communicate frequently among each other tend to have a high CI, being more evident these tendencies in large-scale projects than STP and SMP.Originality/valueThis research provides a framework to identify the key actors and contributory factors in shaping collaborative relationships in GSC. The findings could be used to support the decision-making process and formulation strategies for effective collaborative relationship management in GSC.

3PL Relationship Management Practices as a Cost Reduction Tool in the Supply Chain: A Case of Stellar Logistics

Purpose: The purpose of the study was to examine the nature of the 3PL relationship as a tool for cost reduction at Stellar Logistics Limited. It also examined the challenges affecting the effectiveness of the 3PL relationship.
 Methodology: A quantitative research approach was utilised to measure and analyse the data descriptively. Structured questionnaires and interviews were conducted to elicit data from the supply chain exerts at Stellar Logistics Company Limited. Data analysis was done based on 30 cases and at the firm level in terms of a unit of analysis. 3PL relationship management is the key tool that links all members of the supply chain at Stellar Logistics.
 Findings: The study proves management members of Stellar Logistics are aware effective 3PL relationship management leads to mutual trust and confidence in the company and are also aware that commitment is a key factor in creating a stable third-party relationship. Selection and evaluation are crucial in achieving valuable partnerships in the 3PL relationship process as it has the highest response rate in the company. The relationship system at Stellar Logistics requires creating a win/win for 3PL contracting parties. Improper record management makes it difficult to keep track of all shipments at the company. There is a lack of collaboration between the shippers, carriers, and the end customers of the company which affects 3PL relationship management at the company. Finally, unforeseen delays affect the delivery of goods to customers at the company.
 Recommendations: Stellar Company can help resolve its 3PL relationship problems by setting clear expectations. Again, Stellar Logistics must establish single points of contact. The study also recommend that the company must measure performance in order to salvage its 3PL relationship challenges. Stellar logistics must also involve their 3PL provider in long-term planning.

The work of managing a chronic illness: A job description.

Self-management of a chronic illness is a struggle for many patients. There is substantial evidence that patients are not as successful as they and their providers would like. Considering patient self-management through an innovative and diverse lens could help patients, providersand the health care system to consider novel changes to improve success. To provide a complete view of patient work by utilizing the human resources management practice of job analysis to develop an initial job description for patients suffering from chronic illness. Study design was descriptive qualitative with analysis aiming to identify those reoccurring ideas from the data. Thirty patients, with at least one chronic illness, in three focus groups were assembled for this study. Verbatim recordings and notes were used to categorize the data provided. Five coders analyzed the data independently, and jointly met to discuss the themes identified. Demographic data was collected via surveys. Patients with chronic illness engage in five primary 'job'duties including self-care (actions taken to effectively manage physical and psychological symptoms), managing relationships (effective management of relationships with employers, family, friendsand providers to ensure the best outcomes), managing resources (understanding and managing finances, health and prescription medication insurance), coordination (managing and scheduling visits to providers)and research/education (gathering information and conducting research relative to all aspects of managing one's illness). Relevant knowledge, skills, abilities (KSAs)and other resources were identified that are necessary for patients to effectively perform the five job duties. Creating a job description for the 'job'of patient is a crucial step in understanding the work chronically ill patients undertake. Knowing the duties, their associated tasks and KSAs, and resources required to perform those tasks enables patients and their providers and advocates to better identify ways to assist, relieveand encourage these patients in order to maximize patient success.

Being creative under the Covid-19 pandemic crisis: the role of effective inter-organizational relationship management

PurposeAnchored on the broaden-and-build theory and the circumplex model, the authors develop and test a conceptual model in which satisfaction, influenced by an effective handling of communication, cooperation, conflict, and opportunism, is set as the predictor of inter-partner creativity in the relationship between hotels and their foreign travel agents under the Covid-19 pandemic.Design/methodology/approachThe conceptual model was tested with data collected from 190 randomly selected hotel units located in Greece, using both online and drop-in questionnaire methods. Data were analyzed using SEM analysis.FindingsSatisfaction with the working relationship was found to be enhanced by improving communication and cooperation, as well as by keeping conflict and opportunism at low levels. This was a strong predictor of inter-partner creativity, although less pronounced under high levels of relational distance and rigidity.Research limitations/implicationsThe study should be extended to other country settings, replicated at different levels of crisis severity, and use dyadic data. Additional environmental factors could be used as boundary conditions, while our model could be expanded to include additional drivers and consequences of inter-partner creativity.Practical implicationsTo generate inter-partner creativity, there is a need to maintain high levels of satisfaction through proper communication, enhanced cooperation, conflict minimization, and avoidance of opportunistic actions. Also, to better translate satisfaction into inter-partner creativity, interacting parties should keep distance at low levels, while at the same time demonstrate greater flexibility.Originality/valueThe study unveils the role of effectively managing behavioral factors in inter-firm relationships to develop creative solutions to the Covid-19 crisis challenges, an issue neglected by prior research. The study also sheds light on the contingent effects of distance and rigidity, two important factors moderating relationships under crisis. The study applies for the first time two psychological-based theories, the broaden-and-build theory and the circumplex model, to an international marketing crisis situation.

Fuzzy optimization for peer-to-peer (P2P)multi-period renewable energy trading planning

The deficiency of natural resources and serious climate change have driven the global community's efforts to optimize energy planning using various process integration approaches. The inter-entities energy planning that allows internal trading of resources presents a great potential to enhance energy planning. It is believed that the effective management of such relationships offers lower environmental impacts on top of the economic benefits. The developed inter-collaborative energy trading model gives a handy lens to evaluate the effectiveness of the suggested inter-entities collaboration and how it provides economic benefits for the involved “peers”. To demonstrate the economic viability of inter-entity energy planning, a multi-period Peer-to-peer (P2P) energy trading model – a horizontal cooperation among entities that allows internal energy trading, is developed in this work. An illustrative case study in Malaysia that involved three entities using the actual billing system adapted from Tenaga Nasional Berhad (TNB) is used to demonstrate the proposed methodology. First, two different single-objective optimization scenarios are considered: (i) minimization of electricity bills, and (ii) minimization of carbon emissions. A fuzzy optimization approach is then adopted in the case study to ensure the conflicting objectives are optimized simultaneously without over-prioritizing any of the objectives using the fuzzy sets theory. In the single-objective optimization scenarios, the entities managed to mitigate their total bills by USD 20,185.99/month and have a 82.55% carbon emissions reduction, respectively. Based on the results obtained from the multi-period P2P energy trading model using the fuzzy optimization approach, the involved entities can reduce their total electricity bill by USD 20,185.99/month (without over-prioritization of any of the entities involved) and achieve a total of 61% carbon emissions reduction. The optimal traded renewables unit cost of USD 0.089/kWh is determined via the sensitivity analysis conducted at the end of this work.

INTEGRASI CUSTOMER RELATIONSHIP MANAGEMENT EFFECTIVENESS (CRME) DALAM PENERAPAN STRATEGI KOMUNIKASI PEMASARAN

The scipe of marketiing communication is devided into internal and external marketing communication. Internal marketing communication is carried out to build relationship between companies and the organizations within them, including shareholders, employess and stake holders in the company. While external marketing communications aims to build a corporate image and strong relationships between companies with other parties including consumers and the public at large. CRM is one of the strategies that can help maximize the objectives of marketing communications carried out by companies relating to products and services. The integration of the CRME model allows companies to manage relationships with customers so that an effective relationship management focus is achieved based on mapping of elements of IT, relationship marketing dan organizational climate.

Inter-entities symbiotic relationships with the use of multi-period methodology in energy planning

The deficiency of natural resources and serious climate change have driven the global community to optimize energy planning using various process integration approaches. The inter-entities energy planning that allows internal sharing of resources poses a great potential to enhance energy planning. It is believed that the effective management of such relationships is crucial to gaining collaborative synergies, which provide economic benefits and minimize environmental impact. The developed inter-collaborated energy sharing model gives a handy lens to evaluate the effectiveness of the suggested inter-entities collaboration and how it provides economic benefits for the involved “players”. To demonstrate the economic viability of the inter-entities’ energy planning, an energy sharing model is developed and applied to an illustrative case study that involved two entities. The results show that, when energy sharing is enabled, the involved entities can reduce their monthly electricity bill by 16.72 % (MYR 14940.73) for entity 1 and 14.29 % (MYR 14218.50) for entity 2, with a 20 % carbon emission constraint limit.

Issues with decision making methods for supplier segmentation in supplier relationship management: A literature review

The recent global pandemic due to COVID-19 disease has triggered significant supply chain disruptions for global firms. Global firms now realize that all suppliers do not contribute equally to grow the supply chain business and manage disruptions. Hence, supplier segmentation becomes a vital decision-making strategy for enterprise firms to improve supply chain sustainability through effective supplier relationship management. Supply chain experts use various decision-making methods for supplier segmentation. This study aims to provide perspective on decision-making methods used in research studies on supplier segmentation and their practical limitations and drawbacks with some real-world examples. For this, the study used a systematic review of supplier segmentation literature. The study concludes that supplier segmentation is a multi-criteria problem. The decision-making methods used in the supplier segmentation literature have limitations in predicting the supplier behavior uncertainty in a real-world situation. Hence, supply chain practitioners should give due attention to these limitations while selecting one of these methods to solve their supplier segmentation problem.

Message Interactivity and Source Credibility in Online Dental Practice Reviews: Responding to Reviews Triggers Positive Consumer Reactions Regardless of Review Valence

ABSTRACT Online health reviews are powerful since people use them to glean information about medical professionals. Nonetheless, less is known about what strategies can cultivate positive relationships with consumers when the latter are exposed to patient reviews. A 2 (review valence: negative vs. positive) x 3 (message interactivity: low vs medium vs high) x 2 (review responding source: customer service representative vs. dentist) between-subjects (N = 410) online experiment was conducted. The results showed that positive reviews (vs. negative reviews) and increased organizational responsiveness led to more favorable prospective patient reactions toward the reviewed dental practice. Most importantly, this study detected a significant two-way interaction between review valence and message interactivity. As found, even in the presence of negative reviews higher levels of message interactivity on online review sites can significantly improve the health organization-public relationship (e.g., trust, commitment, satisfaction, control mutuality) as well as enhance organizational reputation and patient behavioral intentions. Mediation tests revealed that source credibility mediated the effects of the review responding source on the relational outcomes, organizational reputation, and consumer behavioral intentions. More specifically, when a dentist replied to the reviews prospective patients perceived favorably the dental clinic and were more likely to visit it in the future than when a customer service representative responded. Theoretical and practical implications for effective online relationship management in the healthcare industry are discussed.

The Impact of Efficiency on Bank Spreads in Commercial Banks in Kenya

This study analysed the impact of efficiency on bank spread. Secondary data was collected from the audited financial statements of thirteen commercial banks in Kenya selected through purposive sampling on the basis of data availability for all variables covering the period 2009 to 2018. The data was arranged in panel form and analysed using correlation and regression statistics with the help of SPSS and STATA softwares. Kenya’s banking sector is largely inefficient and this has the highest influence on interest rate spread. Much as policy and regulation has done so much to influence the macro-environment by way of reducing information asymmetry and introducing sufficient competition in the sector. There remain internal inefficiencies that drive costs in the banks which in turn are covered for by increasing interest rate spreads. Proper credit screening methodologies and sufficient deployment of properly skilled employees to ensure effective relationship management for loan appraisal and administration is required. Stable operating systems and timely customer issue resolution will also go a long way in curbing losses. This study has contributed to the existing academic and professional knowledge on the subject by providing empirical evidence of the nature of relationship between efficiency and bank spread in Kenya’s commercial banks. Keywords: Efficiency, Bank spread DOI: 10.7176/JESD/12-12-10 Publication date: June 30 th 2021

Significant governance factors in PPP infrastructure delivery performance in Ghana

Purpose Inefficiencies in public-private partnership (PPP) has been attributed to deficient and poor governance practices and structures. It has been recognized that a veritable way to achieve efficiency in PPP governance is through gaining an understanding of the theoretical, practical and contextual factors that underline governance practices in PPP project delivery. The purpose of this study is to explore the significant governance factors in PPP project performance and delivery. Design/methodology/approach Using a questionnaire survey on major players in PPPs in policy, research, consultancy and professionals, the study sought to delineate the significant governance factors that impact PPP project delivery performance. Findings A step-wise multiple regression analysis revealed effective communication and openness in sharing project information systems, competent, responsible and effective project leadership, trust-building processes, systems and practices, best practice organizational and team norms, team culture, cohesion practices, effective relationship management practices, robust policy diffusion and transfer processes, friendly business environment and government support and contractual and renegotiation flexibility as the key contractual and non-contractual governance factors that can predict about 79% level of PPP project delivery performance. Social implications The findings offer support to improve PPP delivery in governance. Originality/value These findings are, thus, useful toward evolving regulatory quality governance mechanisms, flexible supervision and quality decisions that can enhance value for money in PPP projects in PPP project delivery.

Client Relationship Management in IT Services Using CRM Systems

In the evolving landscape of IT services, effective client relationship management (CRM) has become a critical factor for sustaining competitive advantage and fostering long-term partnerships. Client Relationship Management (CRM) systems, leveraging advanced technologies and data-driven insights, play a pivotal role in enhancing the efficiency and effectiveness of managing client interactions. This research paper explores the integration of CRM systems in IT services, emphasizing their impact on client relationship management. The study begins by examining the fundamental principles and functionalities of CRM systems. It highlights how these systems enable IT service providers to streamline client interactions, centralize client data, and automate various aspects of client management. By integrating CRM systems, IT service firms can achieve a comprehensive view of client interactions, which facilitates personalized communication, efficient problem resolution, and strategic decision-making.

The Role of MNE Subsidiaries in the Practice of Global Business Models in Transforming Economies

ABSTRACTThis study provides new insights into the role of subsidiary managers in the practice of global business models of multinational enterprises in transforming economies. Drawing on the global business model literature and through semi-structured interviews with a leading Norwegian maritime multinational enterprise in China, we have developed and critically explored a theoretical framework for uncovering how subsidiary managers understand and manage the tensions between the headquarters based in a western country and the subsidiaries based in a transforming economy. More specifically, when implementing the global business model in the transforming economy, subsidiary managers need to undertake effective management of structural, behavioural, and cultural tensions along with the global integration-local responsiveness dilemma. Subsidiary managers can contribute to solving structural tensions between the headquarters and subsidiary by undertaking effective market sensing and knowledge transfer activities to integrate the transforming economies into the MNE's global production networks. Meanwhile, they need to make effective relationship management to solve behavioural and cultural tensions.

Supplier selection based on multi-stakeholder Best- Worst Method

Supplier selection and supplier segmentation are two interdependent crucial steps of effective supplier relationship management. Supplier selection is formulated as a multi-criteria decision-making problem, in which evaluation criteria play a critical role in a realistic assessment of the suppliers. The evaluation criteria can be used to link supplier selection and segmentation steps to have a more efficient and effective supplier relationship management. A multi-stakeholder Best-Worst Method (BWM) is used for supplier selection. The proposed method is a proper tool to handle the optimal weights of the BWM, which are in the form of intervals. The proposed approach enables decision-makers to avoid information loss within their decision-making procedure resulting in more realistic decisions. A real-world case study is used to illustrate the proposed decision-making framework. The final results show the best suppliers based on both capabilities and willingness dimensions which can be selected by the case company.

Critical success factors for effective internal construction stakeholder management in Nigeria

In developing countries such as Nigeria, Stakeholder Management (SM) practice is weak. The weakness of this practice often inhibits project goals in terms of time and cost overruns, disputes and lack of trust among the stakeholders. This article reports the results of a study on critical factors for successful SM in construction projects in Nigeria, in order to suggest ways to enhance project performance. The study employed a quantitative survey research design, using self-administered questionnaires distributed to construction practitioners (quantity surveyors, architects, engineers, builders and project managers) on construction sites in two selected geo-political zones of Nigeria. The collected data was analysed, using descriptive and inferential statistics. The results indicated that seven critical factors are important to successful SM in the research environment. These include engagement of competent project leaders and team members, effective communication, promoting good relationships, formulating a clear project mission statement, management support, and a good SM strategy which are instructive to improve SM. The study recommends the prioritisation of competency in the selection of project teams, effective relationship management and improved information dissemination during construction as the precursors of successful SM and project performance. Stakeholders must be adequately identified and analysed to ensure that they are competent for the contract and appropriate for the job. Construction practitioners, especially project leaders, could use identified critical success factors (CSFs) as a road map in the development of appropriate solutions for successfully managing stakeholders associated in the Nigerian construction industry.

Computation analysis of Brand Experience Dimensions: Indian Online Food Delivery Platforms

Online Food Delivery Platforms (OFDPs) has witnessed phenomenal growth in the past few years, especially this year due to the COVID-19 pandemic. This Pandemic has forced many governments across the world to give momentum to OFD services and make their presence among the customers. The Presence of several multinational and national companies in this sector has enhanced the competition and companies are trying to adapt various marketing strategies and exploring the brand experience (BEX) dimension that helps in enhancing the brand equity (BE) of OFDPs. BEXs are critical for building brand loyalty (BL) and making companies profitable. Customers can experience different kinds of brand experiences through feeling, emotions, affection, behavior, and intellect. The present research work is taken up to analyze the factors affecting BEX and its impact on BL and BE of the OFDPs and analyze the mediating role of BL in the relationship between BEX and BE of the OFDPs in the Indian context. A survey of 457 Indian customers was carried out. A questionnaire was used for data collection and a mediation study was used to test hypothesized relationships. Our computational analysis reveals that BEX influences the BL and BE of OFDPs. The study further indicates that BL mediates the relationship between BEX and BE of OFDPs. The effective marketing and relationship management practices will help company to enhance BEX that will enable in enhancing BL and raising BE of their product. It therefore provides a more thorough analysis of BEX constructs and their consequences than previous research. Some of the managerial implication, limitations, and scope of future research are also presented in the study.

EXAMINING THE MEASUREMENT CONSTRUCTS FOR RELATIONSHIPS QUALITY (RQ): AN EXPLORATORY STUDY IN THE CONTEXT OF NIGERIAN CONSTRUCTION PROCUREMENT

The concept of relationships quality (RQ) has gained tremendous popularity in construction procurement over the recent years. It is often regarded as a measure of working relationships among project parties. Despite this, there exists lack of unanimous decision on the measurement constructs for RQ for different places and projects around the world. And no prior study has ever been taken to bridge this knowledge gap in the context of construction procurement in Nigeria. This paper seeks to establish the specific measurement constructs and their factor structure for supply chain relationship quality (SCRQ) in the Nigerian construction environment. Questionnaire survey data were collected from 289 construction professionals involved in 50 selected multifarious infrastructure projects (MIPs) in Nigeria. Smart-Pls 3.28 and IBM SPSS were both used for data analysis. Principal Components Analysis (PCA) and inspection of correlation matrix using Kaiser-Meyer-Olkin (KMO) measure of sampling adequacy and Bartlett’s test were both performed on the data. It was revealed that trust, commitment, teamwork and performance satisfaction are the main constructs for measuring SCRQ in Nigeria. The study further summit that performance satisfaction has a strong and positive significance index in building RQ in Nigeria followed by party’s commitment and trust respectively. Teamwork is regarded as the weak valued construct. This study will benefit managers and practitioners in achieving effective relationship management in project delivery process thereby promoting performance efficiency of the outcome of MIPs in Nigeria.

Improving sustainability performance through supplier relationship management in the tobacco industry

PurposeThe purpose of this study is to explore how tobacco manufacturing companies can improve their sustainability performance via effective supplier relationship management (SRM).Design/methodology/approachThis study has adopted a single case study of an international tobacco company. The primary data involved semi-structured interviews with participants from the case company who are familiar with sustainable SRM in the tobacco industry and are engaging in various techniques to improve sustainability performance.FindingsThe drivers for sustainable SRM commonly identified in literature are observable within the case company. There is also clear evidence of integrating sustainability in its SRM processes. However, the perception of sustainability as a requirement to meet stringent regulations limits its scope and drive in pursuing sustainable SRM. It has also limited supplier sustainability evaluation and performance metrics. Furthermore, the findings of this paper reinforce the importance of a procurement team’s ability to work with other functional teams in implementing sustainable SRM. The findings also contribute to the emerging literature on the impact of sustainability on supplier segmentation and multi-tier supplier management.Research limitations/implicationsThis study provides insight into the varying SRM methods used in the tobacco industry to ensure compliance and improve sustainability performance. However, further research is required to explore the generalisability of the findings of this study derived from a single case study.Originality/valueThe tobacco industry is an under-researched industry, particularly in terms of sustainable operations and supply chain management practices. The findings of this study seem to be relevant to those comparable industries with stringent regulations as well.

Success Factors for Effective Contractor-led Stakeholder Relationship Management: Perspectives from the Botswana Construction Industry

Stakeholder relationship management (SRM) remains critical to the attainment of successful project outcomes. This is particularly the case in the construction industry: an industry often described as considerably fragmented and project-based with a multiplicity of stakeholders with vested interests. Burgeoning incidences of project failure has been attributed to poor SRM. A lot of studies investigating stakeholder management exist, yet a paucity of studies looking into SRM has been noticed. Most of these studies have sought to investigate the phenomenon from a client perspective without taking cognizance of the contractor’s role in SRM. Also, the tendency of these studies to overlook stakeholder dynamics as it concerns power, uncertainty, etc. during various stages of the project lifecycle is observed. These are the gaps which this study will seek to fill relying on the customer relationship model (CRM) theoretical lens. A multi-case study research design is proposed. Different contractor organizations were selected based on a set of predetermined criteria. A plethora of within-case interviews and document reviews will be utilized in eliciting data concerning the approach adopted by construction contractors for managing extant relationships with critical stakeholders. The data was analysed thematically. It is expected that success factors will result from the elicited narratives. The following success factors for effective management of stakeholder relationship management emerged from the interviews and documents: Communication, understanding of stakeholders, the different types of stakeholders and type of project, management, and interpersonal skills, collaboration, engagement, and conflict management. This artefact will be compared to different CRM models to identify probable success factors for engendering effective stakeholder relationship management. Furthermore, the study’s findings will seek to contribute towards the development of a contractor-centric stakeholder relationship management framework for the Botswana construction industry.