Relationship Management Performance Research Articles

Adversarialism and power-sharing: the effect of political competition on the management-performance relationship

Adversarialism and power-sharing: the effect of political competition on the management-performance relationship

Knowledge management and performance: a bibliometric analysis based on Scopus and WOS data (1988–2021)

PurposeThis study aims to analyze the trends manifested in literature from the area of knowledge management and performance, with emphasis on bibliometric analysis.Design/methodology/approachTo explore the studies focused on the area under investigation, the authors performed a search in ISI Web of Science and Scopus using the combination of keywords such as “Knowledge management” AND “Performance.” Generally, this study covered a period of 33 years, from 1988 to 2021 because the first study was published in 1970 and the databases have not covered all the journals and studies which date back to the early 1970s or 1980s. The final data set comprised 1,583 publications with 40 articles removed during the screening and eligibility process.FindingsThe results of the bibliometric analysis indicate that the interest in the area of knowledge management and performance has significantly increased, especially from 2000 to 2021. The application of bibliometric analysis on the relationship between knowledge management and performance uncovered various themes, productive authors and widely cited documents. The study highlighted how the knowledge management–performance relationship has evolved over the years and how the interplay between knowledge management and performance may help the firms in gaining the sustainable competitive advantage.Originality/valueTo the best of the author’s knowledge, this study is the first of its kind to conduct the bibliometric analysis on knowledge management and performance. This study can be a starting point for scholars interested in understanding how knowledge management is related to performance.

The impact of corporate social responsibility on advancing the enterprise risk management performance relationship in small and medium-sized enterprises

ABSTRACT The purpose of this paper is to examine the impact of enterprise risk management on the financial performance of small-to-medium enterprises and to empirically validate the intervening role of corporate social responsibility. Based on a cross-country survey among 536 SMEs, we apply an SEM model. Our results show that ERM is an important driver of corporate social responsibility. The proposed Enterprise Risk Management and CSR framework can also be used by consultants and supporting agencies to evaluate the risk management activities in SMEs and to help them better to tailor their training to the needs of SMEs. For other researchers, this research model might be a good starting point for developing more comprehensive frameworks for the evaluation of ERM and CSR systems in SMEs.

The Impact of Customer Relationship Management on Business Performance : The Mediating Effect of Innovation Capability

The motivation of this research is to assess the relationship existing between Customer Relationship Management (CRM) and Business Performance (BP) alongside the mediating effect of Innovation Capability (IC) as a crucial study in the telecommunication sector in Ghana. The proposed model was blueprinted based on relationship marketing theory, innovation theory, resource-based view theory and related literature of CRM as an independent variable, Business Performance as an independent variable and Innovation Capability as a mediating variable. Data was collected from 579 various departmental heads, branch managers and the permanent staff of six mobile communication companies in Ghana turned out to be analysed by the use of multiple linear regression analysis and Structural Equation Model (SEM). The analysis of the study was enacted by using STATA and AMOS statistical software package to excerpt the results. The results indicated a statistically positive and significant relationship among CRM, innovation capability and business performance. Also, it was found that innovation capability has a significantly positive and partially mediating effect on CRM constructs and business performance.

The role of social customer relations management in achieving outstanding performance / a survey of the views of a sample of managers and executives in a number of small service projects in the city of Duhok

This aims of research is to identify the role of social customer relationship management in achieving outstanding performance. The research problem represents that the idea of social customer relationship management and the lack of understanding of its significance in achieving outstanding results are not completely perceived. Researchers have relied on the social customer relationship management as an independent variable and outstanding performance as a dependent variable. For research, a number of hypotheses have been formulated, the most important of which are: -1- There is direct correlations between the social customer relationship management as the independent variable level and the distinct performance as dependent variable at aggregate level, and a number of partial hypotheses are subdivide at the two dimensional level.2- There is a significant impact of the social customer relationship management as the independent variable on the distinct performance as dependent variable at aggregate level. The research depends on the questionnaire as a main tool for collecting field data, and using a number of statistical methods in analyzing the data. The most substantial results that research accomplished is there understanding of the sample examined to both the concept of social customer relationship management and outstanding performance, however there were lack awareness of concepts, and it follows from statistical analysis that there is a strong correlation and impact between social customer relationship management and outstanding performance. In the light of these conclusions, the study has made numbers of suggestion that serve the field sought from, perhaps the most important embodied the need to increase the concentrate by the departments of small projects on the philosophy of social customer relationship management, because of its emergence as a variable affecting all the research hypotheses, and this is an important indicator in the awareness of senior

The Moderating Effect of Environmental Turbulence on the Relationship Between Customer Relationship Management and Business Performance

This article mainly aims to verify the moderating role environmental turbulence plays on the relationship between customer relationship management and business performance. The research was performed based on the survey performed in Ghana telecommunication sector, and the sample included 579 staff from MTN Ghana, VODAFONE Ghana, ALTEL/TIGO Ghana, ESPRESSO Ghana and GLOBACOM Ghana. The statistical analysis of the obtained results was carried out using multiple linear regression analysis with STATA and AMOS statistical software package. The obtained results clearly show that all constructs of CRM namely information sharing, customer involvement, joint problem solving, long-term partnership and technology-based CRM have a significantly positive impact on business performance. The moderation analysis indicated that technological turbulence positively moderates the relationship that existed between the various constructs of customer relationship management and business performance indicating that technological turbulence significantly strengthens the relationship between these variables. On the contrary, market turbulence significantly weakens the relationship between the various customer relationship management constructs and business performance. These findings contribute immensely to literature and knowledge by indicating which moderating environmental turbulence significantly strengthens and weakens the existing relationship between customer relationship management and business performance within the Ghanaian telecommunication sector.

Analyzing Electronic Customer Relationship Management (e-CRM) Performance of Public Sector Banks in Chennai City

The present empirical study was aimed to explore the perception of public sector bank customers with respect to e-CRM practices followed in the Indian Banking context. This study adopted survey method and collected primary data from public sector bank customers residing in Chennai city alone. The statistical tools such as frequency distribution, one-way analysis of variance, correlation and multiple regression analyses have been applied to draw the feasible solutions to the research problem. The result of the study proves that e-CRM is very important key factor for improvement of performance in public sector banks with positive impact. It is suggested in the study to adopt innovative, imperative, effective and enriched e-CRM practices will help the public sector banks to increase their customer base and this in-turn increases the performance of the banks in the study area.

The Dynamic Role of Emotional Intelligence on the Relationship Between Emotional Labor and Job Satisfaction: A Comparison Study of Public Service in China and South Korea

Today, research on emotional labor in public service has been growing both in China and South Korea; however, few studies have explored the management–performance relationship between countries with similar cultures. This study provides a new case for the comparative public management domain by conducting empirical research on two countries with similar cultures and clarifying the existing literature on the relationship between the dimensions of emotional labor and job satisfaction with emotional intelligence as the mediating role. Samples from public service employees were collected. The findings reveal that, among the dimensions of emotional intelligence, emotional self-regulation emerges as the sole important mediating variable in the relationship between the two countries.

The interacting effect of business and cultural distances on relationship management and export performance: the case of wine export between France and China

Purpose This study aims to investigate the interacting effect of two forms of psychic distance (business and cultural) on export relationship management. Specifically, this research examines the moderating role of cultural distance in the effect of business distance on different dimensions of relationship management and financial export performance. Design/methodology/approach This research builds on a sample of 174 French export executives who were asked to rate their views of their relationship with their Chinese business counterpart in the wine trade, and their related performance. Findings A first finding lies in the strong positive effects of relationship management, relationship investment and communication quality on financial export performance. A second and important finding relates to the different effects of the business and cultural dimensions of psychic distance, while the former positively affects relationship management, the latter negatively moderates the effect of business distance on relationship management. Research limitations/implications One limitation pertains to the focus on France and China as the only countries involved in the current research. Future research could investigate whether the results replicate in different countries. Further studies would also be needed to enrich the relationship management dimensions and test whether the effects observed here replicate in relation to other dimensions. Practical implications For export managers, this research offers a better understanding of business and cultural distance, and their effects on relationship structuring. Specifically, the results indicate that cultural distance matters more than business distance, meaning that business distance can help relationship management only when cultural distance is low. In addition, the results indicate that wine producers might gain from communicating openly with their business counterparts, for instance, by clearly explaining the business objectives, or through continuous interactions and temporal and financial investments. Originality/value The originality of this research lies in identifying the interaction effect of the business and cultural dimensions of psychic distance, with cultural distance revealed as a boundary condition for the effects of business distance on relationship management. The inclusion of marketing and financial aspects constitutes a further original aspect.

Cloud platform to improve performance outcomes: role of customer relationship management and innovation capabilities

Conceptualising implementation of cloud platform in the new product development (NPD) context is still rudimentary. The primary objective of this study was to investigate the relationships among implementation of cloud platform, customer relationship management (CRM), innovation capabilities, and NPD performance. This study empirically investigated a sample of NPD projects in the Taiwanese high-tech industry. The structural equation modelling (SEM) approach was used to validate the research model. The findings indicate that implementation of cloud platform is associated with level of customer relationship management. In addition, these analyses suggest that customer relationship management has a positive effect on innovation capabilities. Finally, innovation capabilities contribute significantly to NPD performance.

The Mediating Effect of Supplier Relationship Management on CSR and Marketing Performance Relationship

The study sought to examine the mediating outcome of supplier relationship management (SRM) on the CSR and marketing performance (MP) relationship. The study was descriptive, quantitative in nature with a questionnaire as its main data collection instrument. A purposive sampling approach was employed to select 317 owners/managers of the manufacturing firms. Data collected was analyzed using Structural Equation Model–Partial Least Square statistical software. The study proposed two models; model 1 without mediation effect and model 2 with mediation effect. The results revealed a direct significant positive relationship between CSR and MP and CSR and SRM; including a direct positive relationship between SRM and MP. However, the direct link between CSR and MP was not supported, when the mediating variable was included; but shows that SRM fully mediates the CSR and MP tie. The effect of SRM explains the effect of CSR on MP. Appearing to be the first study to examine the mediation role of supplier relationship management, this study discovered the novel path through which CSR is linked to a company’s marketing performance, as well as key CSR engagements that can enhance supplier relationship management and marketing performance.

Contextual factors intervening in the manufacturing strategy and technology management-performance relationship

The relationship between technology management (TM) and manufacturing strategy (MS) can be an important factor for increasing operational performance (OP) and contextual variables may affect this relationship. The purpose of this study is to empirically verify whether MS or/and TM improve OP and whether contextual variables influence OP in the electronics and machinery industrial sectors. A total of 231 firms from fourteen countries have been studied. Hierarchical regression analysis has been applied to test the formulated hypotheses. The findings show that MS significantly improves OP in both sectors, but TM only in the machinery sector. However, the MS-TM relationship is shown to have a significant interaction effect on OP in both types of industries. Additionally, the inclusion of contextual variables does not indicate any significant direct effect on OP. Finally, analysis results show that the greatest improvement in OP occurs in both sectors when MS, TM and contextual variables are included in the model. The evidence suggests that these industries should implement MS and TM to improve OP, while simultaneously considering contextual variables (indirect effect). Therefore, this paper also proposes that significant differences in OP are determined not only by the implementation of MS and TM practices, but also by contextual variables intervening in the relationships between these practices and OP. Overall, MS and TM should be considered important manufacturing practices by managers, who should take into account the interaction effects of contextual variables if they wish to be competitive in the global, dynamic market.

Electronic Customer Relationship Management and Competitive Performance of Money Deposit Banks in Nigeria : Theoretical Review

Electronic Customer Relationship Management and Competitive Performance of Money Deposit Banks in Nigeria : Theoretical Review

Electronic Customer Relationship Management and Competitive Performance of Money Deposit Banks in Nigeria : Theoretical Review

Electronic Customer Relationship Management and Competitive Performance of Money Deposit Banks in Nigeria : Theoretical Review

The Moderating Effect of Commitment to Service Quality on the relationship between Communications, Customer Relationship Management and Organizational Performance: Evidence from the Kingdom Saudi Arabian Hospitals

The study aim to examine moderating effect of commitment to service quality on the relationship communication, customer relation management and organizational performance. The data were collected by cross sectional collection method from the staff of KSA public hospitals. The analysis and results were drawn by applying PLS-SEM techniques. The result of current study found that there is significant relationship between communication and organizational performance. From the aspect of CRM practices, the study findings were shown consistent with organization performance in the staff of public hospitals in KSA. In the meanwhile, moderating effect commitment service quality were shown insignificant effect on the relationship between communication and organizational performance. However, moderating role of commitment to service quality effects on the relationship between CRM and organizational performance were found significant. This findings helps policy maker and strategist of Kingdom of Saudi Arabia to give priority and standing towards commitment to service quality, which is enhancing the organizational performance of staff of public hospital in KSA. In the last, the study established several limitations and recommendations for Future Avenue.

Role of the human talent in total quality management–performance relationship: an investigation in the transport sector

Recognising the importance of the human factor in all quality management systems and following the recent trends in the human resource management (HRM) literature that address the concept of talent, this study aims to investigate whether the adoption of the total quality management (TQM) philosophy inside service organisations leads to performance gains while taking into account the role of the human talent philosophies. A structured questionnaire was developed and distributed to maritime companies located in Greece and responses were collected mainly from the Quality and Safety managers. Finally, 199 usable responses were obtained. The data were analysed through structural equation modelling and multi group analysis. The findings confirm the positive association between TQM and performance and clearly indicate that the form of this relationship is influenced by the different perceptions with regard to the exclusive/inclusive nature of talent. This study adds to the limited empirical evidence on talent-related issues and constitutes one of the very first attempts to explore the critical role of the human talent – a very innovative concept in the HRM literature – in influencing the way quality management efforts ultimately yield positive performance outcomes.

Contract Management and Performance of Road Maintenance Projects: The Case of Arua Municipality

This purpose of this study was to establish the relationship between contract management and performance of road maintenance projects in Arua Municipality. A cross-sectional survey design was used, with data collected from a sample of 102 respondents using questionnaire survey and interviews. The study found a significant relationship between contract administration, relationship management and contract closure and performance of the maintenance projects. We conclude that improved payment mechanism, controlled contract variations, improved communication channels and dispute management improve project performance. The study recommends that the government of Uganda should increase the budget for road works; internal audit function be strengthened, contract management meetings be regularly held and contract specifications clearly articulated and adhered to; and technical staff should be trained in contract management and stringent performance measures provided as controls to adequately punish errant officials. These findings offer a useful foundation in the road sector for policy and practical improvement in Uganda.

Managing customer life cycle through knowledge management capability: a contextual role of information technology

Knowledge management (KM) capability has been influential in explaining customer relationship management (CRM) performance. However, how it affects every customer's touch points is beyond the current literature. In this research, customer life cycle management (CLCM) is employed to examine the interrelationships of KM and CRM performance. By focusing on CLCM as part of a broad CRM initiative, this research aims to explore KM capabilities that affect CLCM and relate them with overall CRM performance. With the moderating role of information technology (IT), results show that every KM capability variable has a different effect on each phase of CLCM, and hence on customer satisfaction and loyalty. This study offers insights for managers in their efforts to further improve their CRM through looking at CLCM.

Influencing public sector performance: studying the impact of ability-, motivation- and opportunity-enhancing human resources practices on various performance outcomes in the public sector

Background In response to recent calls in the literature to decompose both the human resources system and performance, this study has examined the effects of ability-, motivation- and opportunity-enhancing human resources practices on the effectiveness, efficiency and fairness of public organizations, with job satisfaction considered as a mediating variable. Aim Insights from Human Resource Management and performance research, mostly conducted in the private sector, have been combined with public management literature in order to gain insight into the Human Resource Management–performance relationship in the public sector. Method Regression analysis with a bootstrapping method was used to test the mediating effects. Results The analysis showed that the three human resources components heterogeneously impact upon the three performance outcomes. Further, the results showed that ability-enhancing and opportunity-enhancing human resources practices are more strongly related to performance outcomes than motivation-enhancing human resources practices. Conclusion Decomposing Human Resource Management and performance provides greater insight into the Human Resource Management–performance relationship. Points for practitioners The results show that investing in Human Resource Management positively influences performance outcomes. Moreover, our results show that various aspects of public performance require different human resources approaches. Investing in ability-enhancing human resources practices seems to be particularly relevant if one wants to enhance effectiveness. All the human resources practices, but especially ability-enhancing ones, are relevant to enhancing efficiency. However, investing in motivation-enhancing human resources practices seems to make little sense if one is seeking to enhance fairness.

The Impact and Interaction Effect of HR and IT Applications on the Performance of Customer Relationship Management in the Banking Industry

This study investigates the impact of human resource (HR) capability and information technology (IT) application, and their potential interaction effect on the development of customer relationship management (CRM) performance in the banking industry. A total of 800 questionnaires were distributed in the summer of 2012 to five Taiwanese banks which have applied the e-CRM system to their customer service operations. The empirical analysis was carried out with two samples, the sales personnel and the customers, and the multiple hierarchical regression were performed to test for main effects and interaction effects on CRM performance. The findings showed that the positive performance of HR and IT capabilities. In addition to the direct influences of the resources, the main result is towards the interaction of these capabilities, which leads to the predictions of its CRM advantage.