Relationship Management Practices Research Articles

Minimizing Waste, Maximizing Sustainability: Analyzing Collaborative Practices Implementation Barriers in the Agri-Fresh Produce Industry

The agri-fresh produce industry confronts problems in minimizing food waste and achieving supply chain sustainability due to its complicated structure and lack of stakeholder participation. Significant food waste at numerous supply chain stages undermines the triple bottom line (Society, economy and environment) and wastes resources. Stakeholder collaboration, research, and information exchange can all help to minimize waste and improve sustainability. This study identifies barriers to implementing collaborative practices through literature analysis and expert insights and categorizes them into seven dimensions: relationship management practice, contractual and economic practice, joint practice, technological and information sharing practice, relationships management practice, and supply chain design practice. Furthermore, the grey-Decision Making Trial and Evaluation Laboratory (grey-DEMATEL) and Analytic Network Process (ANP) were employed to develop an integrated framework that identifies interrelationships and prioritizes dimensions and attributes. The influence relationship diagraph helps decision-makers make policy recommendations by understanding the cause-effect interrelationships among the dimensions and their corresponding barriers. Finally, sensitivity analysis was performed to ensure that the results are robust and reduce decision-making biases.

Community and Correctional Relations Management: Building Trust and Social Security

This study aims to analyse the effectiveness of relationship management strategies and practices between Teluk Penyu Beach community and Nusakambangan correctional institution in building trust and reducing social stigma against inmates. The methods used in this study include literature studies and field surveys. Literature studies were conducted to review relevant literature, while in-depth surveys and interviews were used to obtain empirical data from the surrounding community, correctional staff, and former inmates. The results of the study show that the geographical proximity between Teluk Penyu Beach and Nusakambangan requires strategic relationship management. The measures taken, such as managing public perception, improving communication, developing empowerment programs, and operational transparency, have proven effective in reducing social stigma. Stigma analysis graphs reveal that the "Passing and Covering" strategy is most dominant used to manage stigma, while "Discrediting" and "Spoiled Identity" remain significant but less dominant. This study concludes that a holistic and tolerant approach to relationship management between correctional institutions and communities plays an important role in creating harmonious relationships and supporting the social reintegration of ex-convicts.

Customer Relationship Practices through Processes Automation and Customer Satisfaction. Service Industry Experience

Purpose: The Purpose of this study was to establish the effect of Customer Relationship Management practices through Process Automation and customer satisfaction at Koitaleel Samoei University College. Specifically, this study was anchored on the CRM practices through processes automation and how they influence customer satisfaction. The study was based on symbolic interaction theory which insisted on the codependence of individuals and ideologies and how customer satisfaction depends on the CRM practices. Customer relationship management theory, an accepted philosophy that is concerned with identifying, satisfying, retaining, partnering and maximizing the value of customers by effectively managing the relationship between parties. Methodology: Descriptive design was used in this study. Data was collected by use of questionnaires and interview schedule. Data was presented by use of charts and tables. The target population was 150 individuals within KSUC. Strata of fifty (50) individuals was sampled compromising of suppliers, management and staff. The tools of data collection helped in ensuring the validity and reliability of the data that was collected. Ethical standards were considered where seeking permission before data collection from individuals was sought and the respondent’s privacy was granted. Findings: The study found out that CRM is a critical component in customer satisfaction and therefore can be highly applied. Unique Contribution to Theory, Practice and Policy: The study recommended provision of platforms for customers to leave reviews or even complaints and suggestions from their experience, Enhancement of Communication Channels and Implementation of clear and accessible communication channels for stakeholders to interact with the procurement department.

Application of CRM Software System in Customer Relationship Management Course

Customer Relationship Management (CRM) is an important part of modern enterprise marketing and sales strategy. With the development of information technology, CRM software system has become an important tool for enterprises to manage customer relationships. In the customer relationship management course, the application of CRM software system can help students better understand and master the theory and practice of customer relationship management. This paper will explore the application of CRM software system in customer relationship management course, including its advantages, challenges and future development direction.

Effect of Supplier Relationship Management Practices on Organizational Performance of Supermarkets in Kenya: A Case of Naivas Supermarkets in Nakuru County

Supplier relationship management is managing suppliers and vendors and enhancing strategic partnerships. The study’s goal was to establish the effect of supplier relationship management on organizational performance of Naivas supermarkets, Nakuru County. For companies to be established, they must focus on creating closer connections with other organizations to attain competitive advantage. This has made organizations develop the urgency to have lasting relationships with suppliers with intentions of increasing SC performance. This research sought to understand whether information sharing, buyer-supplier trust, supplier collaboration and supplier commitment positively contribute to organizational success and performance. SRM practices make organizational performance better however, there’s limited empirical evidence on their impact within supermarkets in Kenya, which presents a research deficiency that the research desired to fill. The investigation’s objectives included; to examine the effect of information sharing on the organizational performance of Naivas supermarket, to determine the effect of buyer-supplier trust on the performance of Naivas Supermarket, to determine the effect of supplier collaboration on the organizational performance of Naivas Supermarket. The theories were; social exchange theory, commitment trust theory of relationship marketing and resource-based theory. Descriptive research design was employed. The target population was 82 respondents working at the seven Naivas supermarket branches in Nakuru County. A census was employed in this study. The study used questionnaires and interviews. Questionnaires were issued to 82 respondents but only 70 were filled and returned. Interviews were conducted with top employees. Descriptive statistics and inferential statistics were employed for results interpretation. Data analysis was done through Microsoft excel Data analysis tool and SPSS. Results were displayed through tables. The first objective results showed that there’s a positive relationship between information sharing and organizational performance (r= .373, p value=0.001). The second objective results, imply a positive correlation between buyer-supplier trust and organizational performance (r=.369, p value= 0.001). Third objective indicated a significant positive relationship between supplier collaboration and organizational performance (r=.455, p value=0.000). The fourth objective’s results showed strong positive correlation between supplier commitment and organizational performance (r= .489, p value= 0.000). The study concluded that Naivas supermarkets in Nakuru consider practicing the objectives as this will lead to increased performance. The study recommends that it is important to have training programs for all involved and the service users have to be informed about the decisions that are related to supplier management. This study recommends that the supermarkets should work collaboratively with logistics providers.

Optimization of pharmacy membership management system based on big data: Sleeping member activation and awakening methods using ANN modeling

In the retail industry, effective management of memberships is crucial, particularly within the pharmaceutical sector, as it fosters customer loyalty and drives sales growth. However, pharmacies often face challenges related to membership attrition and inactive members, which restrict the full potential of their membership programs. This research aims to address these challenges by optimizing pharmacy membership management systems through the utilization of big data technology. By leveraging the power of big data and employing machine learning algorithms, this study examines member data from multiple prominent pharmacy chains. The findings demonstrate the effectiveness of this approach in significantly increasing the level of activity among inactive memberships. Furthermore, this research unveils significant behavioral patterns among pharmacy members, shedding light on their preferences, purchasing habits, and interaction patterns. In this study, an artificial neural network (ANN) is employed to predict reactivation success rates, membership activity, and sales revenue based on website/app usage and member engagement. Two input factors, namely the frequency of website/app usage and member engagement score, are evaluated alongside three output factors: reactivation success rate, increase in membership activity levels, and increase in overall sales and revenue. Tailoring strategies based on member profiles and preferences enables pharmacies to re-engage customers and cultivate renewed loyalty. Importantly, these efforts yield positive impacts beyond membership activity, influencing overall sales and revenue generation for pharmacies. The ANN analysis reveals significant correlations and acceptable prediction errors. The insights gained from this study offer valuable information for enhancing membership management strategies and adjusting marketing efforts to cater to the specific needs and expectations of diverse customer segments. The practical, data-driven approach presented in this study equips pharmacies with the means to activate and re-engage dormant members. By harnessing the potential of big data technology and leveraging machine learning algorithms, pharmacies can optimize their membership management systems, enhance customer engagement, and improve their overall retail operations. This research underscores the significance of leveraging data-driven insights in the retail industry and showcases the transformative capabilities of big data technology in enhancing customer relationship management practices.

Performance of State Corporations in Kenya: The Role of Electronic Supplier Relationship Management

This paper aims to examine the relationship between electronic supplier relationship management (e-SRM) and the performance of state corporations in Kenya. Effective management of supplier relationships is crucial for enhancing suppliers' contributions to organizational performance. However, the adoption of electronic means for managing these relationships has been insufficiently explored, particularly in the public sector. The study focused on all 248 state corporations in Kenya, from which a sample of 153 corporations was selected using a stratified random sampling technique. Employing a descriptive correlational research design, primary data were collected through questionnaires and analyzed using both descriptive and inferential statistics. The findings indicate a significant relationship between electronic supplier relationship management and the performance of state corporations in Kenya (β = 0.843, P = 0.0001 < 0.05). The study concludes that the persistent underperformance of state corporations is significantly linked to the limited adoption of electronic supplier relationship management practices. Therefore, it is recommended that state corporations, through their senior management, including heads of procurement and supply chain, integrate electronic supplier relationship management to streamline their supplier relationships and enhance overall performance.

Impact of Digital Evolution on Customer Relationship Strategies in the Banking Sector

Digital evolution in the banking sector refers to the integration and development of digital innovations, such as internet banking, mobile applications, AI, and data analytics in banking operations and customer service measures. The research examines the influence of digital development on customer interaction strategies in the banking sector. As banks increasingly adopt digital tools to meet customer expectations for convenience and personalized services, the dynamics of customer relationships are changing. The study purpose is to understand how digital transformation influences customer engagement, satisfaction, loyalty and challenges banks face in maintaining personalized interactions in a digital environment. The study looks into a number of factors, including digital engagement, customer satisfaction, service personalization, customer loyalty, service accessibility, trust and security. The study involves 600 banking customers filling out a questionnaire after being informed about the purpose of the survey. SPSS was employed to conduct various statistics tests such as, pearson correlation, chi square, and t-test the obtain data and variables. The result indicates a positive correlation between the adoption of digital banking solutions and increased customer engagement. Research results underscore the importance of continued investment in a digital technologies to maintain a competitive edge in the banking industry. Banks that effectively integrate digital tools into their customer relationship management practices are better positioned to evolving requirement of customers, leading to improved satisfaction and loyalty.

Creating exceptional guest experiences: the role of engagement and relationship building in hospitality

PurposeThe study seeks to explore the intricate dynamics among customer relationship management (CRM) practices, guest satisfaction and loyalty in the hospitality context. Additionally, it aims to examine the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and loyalty.Design/methodology/approachAn integrated theoretical framework is developed by incorporating CRM practices and guest engagement into the satisfaction-loyalty framework. Two research instruments were adapted from the literature to assess the perspectives of customers and employees in the hotel industry in Kashmir. The customer survey measured guest satisfaction, loyalty, and engagement, while the employee survey focused on CRM practices, including key customer focus and CRM organization. Data was collected using a pen-and-paper survey with convenience sampling across 10 qualifying hotels, each classified as 3-star or above. A total of 270 matched responses from guests and employees were obtained and analyzed using descriptive analysis, structural equation modeling (SEM), and moderation analysis with SPSS and AMOS software. The study utilized a rigorous data matching process to ensure reliability, with guest-employee pairs verified and cross-checked with hotel records.FindingsThe results indicate CRM practices play a pivotal role in shaping guest satisfaction and loyalty. Notably, personalization and a targeted customer approach emerged as the most influential factors in enhancing tourist satisfaction. Similarly, prospecting, personalization, and effective knowledge management significantly contributed to visitor loyalty. The establishment of robust relationships is underscored through collaborative active guest engagement. Furthermore, the study highlights the nuanced relationship between satisfaction and loyalty moderated by guest engagement. High levels of guest engagement amplify the positive impact of satisfaction on loyalty, while lower engagement levels attenuate this effect. Moreover, the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and CRM practices and guest loyalty was notably strong at elevated guest engagement levels and relatively weaker at lower engagement levels.Research limitations/implicationsWhile the study findings encourage organizations to prioritize customer relationship development, hospitality entities must emphasize the adoption of CRM philosophy and robust guest engagement measures. Actively involving guests in co-creating services can yield incremental benefits in terms of attracting, retaining, and effectively serving guests.Originality/valueThis study introduces novel dimensions to the existing CRM framework within the hospitality context, specifically exploring the impact of hotel-specific elements (personalization and prospecting) on customer satisfaction and loyalty. Furthermore, it innovatively investigates the moderating role of guest engagement in the satisfaction-loyalty relationship, expanding its scope to include the relationships between CRM practices and guest satisfaction and guest loyalty.

Application of GWO-attention-ConvLSTM model in customer churn prediction and satisfaction analysis in customer relationship management

Customer Relationship Management (CRM) is vital in modern business, aiding in the management and analysis of customer interactions. However, existing methods struggle to capture the dynamic and complex nature of customer relationships, as traditional approaches fail to leverage time series data effectively. To address this, we propose a novel GWO-attention-ConvLSTM model, which offers more effective prediction of customer churn and analysis of customer satisfaction. This model utilizes an attention mechanism to focus on key information and integrates a ConvLSTM layer to capture spatiotemporal features, effectively modeling complex temporal patterns in customer data. We validate our proposed model on multiple real-world datasets, including the BigML Telco Churn dataset, IBM Telco dataset, Cell2Cell dataset, and Orange Telecom dataset. Experimental results demonstrate significant performance improvements of our model compared to existing baseline models across these datasets. For instance, on the BigML Telco Churn dataset, our model achieves an accuracy of 95.17%, a recall of 93.66%, an F1 score of 92.89%, and an AUC of 95.00%. Similar results are validated on other datasets. In conclusion, our proposed GWO-attention-ConvLSTM model makes significant advancements in the CRM domain, providing powerful tools for predicting customer churn and analyzing customer satisfaction. By addressing the limitations of existing methods and leveraging the capabilities of deep learning, attention mechanisms, and optimization algorithms, our model paves the way for improving customer relationship management practices and driving business success.

Supplier Communication and Performance of Micro, Small and Medium Enterprises in Nairobi City County,Kenya

The study investigates the relationship between supplier communication and the performance of Micro, Small, and Medium Enterprises (MSMEs) in Nairobi City County, Kenya. Supplier communication was found to play a pivotal role in the operational efficiency and overall performance of MSMEs, especially in dynamic markets. Despite adopting Supplier Relationship Management (SRM) practices, many MSMEs continued to experience challenges such as poor record management, unclear expectations, and a lack of timely feedback. These communication issues contributed to delays, misunderstandings, and increased costs, which negatively impacted business growth. The study applied the Communication Accommodation Theory to explain how MSMEs adapted their communication styles in both high-context and low-context cultures. Using a cross-sectional research design, the study collected data from 373 MSMEs under the Access to Government Procurement Opportunities (AGPO) program. The results revealed a significant positive relationship between supplier communication and performance, with regression analysis showing that supplier communication explained 58.7% of the variance in MSME performance. The findings aligned with previous studies, emphasizing the importance of communication for successful supplier collaboration and supply chain management. The study concluded that frequent, transparent communication with suppliers improved product and service delivery and operational efficiency. Recommendations included investing in technologies that enhance communication and developing policies to support ongoing supplier relationship management. Further research could explore the impact of digital technologies on supplier communication and how communication with international suppliers influences MSME performance.

Complex outsourcing relationships management model

AbstractGlobal software development (GSD) refers to developing software with a distributed team spanning multiple locations and time zones. Based on relationships, there are four types of outsourcing: dyadic (one client–one vendor), multi‐vendor (one client–many vendors), co‐sourcing (many clients–one vendor), and complex outsourcing (many clients–many vendors). Compared to the other types of outsourcing contracts, complex outsourcing contracts are the hardest to work on and have the highest risk of project failure. This paper presents a model, the complex outsourcing relationships management model (CORMM), to assist the complex outsourcing stakeholders (both the clients and vendors) in managing their relationships in the context of GSD. This paper aims to develop a CORMM to assist the complex outsourcing relationships management stakeholders in GSD. Also, we are interested in identifying the applicability and effectiveness of the CORMM in the real‐world industry. The research approach follows a structured methodology comprising multiple phases. Initially, it leverages a systematic literature review (SLR) as its primary research method. The second phase involves the validation of the SLR findings via an empirical study. Subsequently, in the third phase, a model is developed. Finally, the proposed research approach is validated by incorporating two industrial case studies to assess the organization's relationship management utilizing the Motorola tool. The case study results show that CORMM can successfully point out relationship management issues in a complex outsourcing context. The feedback received from the participants of both companies indicates several positive and valuable insights about the CORMM and its application in the context of complex outsourcing relationships. The results highlight that CORMM serves as an assessment tool for evaluating an organization's relationship management capability and a means for organizations to enhance their position. Through CORMM, complex outsourcing organizations (many clients–many vendors) can identify strengths and weaknesses in their relationship management practices, enabling targeted improvement efforts.

Effectiveness of Customer Relationship Management Practices at Hyundai Motors

Effectiveness of Customer Relationship Management Practices at Hyundai Motors

Influence of Geopolitical Events on Procurement Strategies and Supply Chain Dynamics in Multinational Corporations

Purpose: The aim of the study was to examine the influence of geopolitical events on procurement strategies and supply chain dynamics in multinational corporations Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study found that geopolitical events exert a profound influence on procurement strategies and supply chain dynamics within multinational corporations (MNCs), compelling them to adapt swiftly to global uncertainties. The study underscored that events such as trade conflicts, sanctions, and political instability disrupt established supply chains, necessitating strategic adjustments in sourcing, supplier relationships, and operational practices. MNCs respond by diversifying sourcing locations, enhancing supply chain transparency, and integrating robust risk management frameworks to mitigate geopolitical risks effectively. Unique Contribution to Theory, Practice and Policy: Institutional Theory, Resource Dependence Theory & Transaction Cost Economics (TCE) may be used to anchor future studies on influence of geopolitical events on procurement strategies and supply chain dynamics in multinational corporations. Encourage MNCs to adopt agile procurement strategies that prioritize flexibility and responsiveness to geopolitical disruptions. This includes establishing multi-sourcing strategies, leveraging local suppliers, and implementing digital platforms for real-time risk monitoring and decision-making. Strengthen supplier relationship management practices to build resilient supply networks. Foster transparent communication and collaboration with suppliers to co-develop contingency plans and mitigate supply chain risks arising from geopolitical events. Advocate for transparent and stable trade policies that reduce uncertainty and facilitate global supply chain operations. Engage in constructive dialogues with policymakers to address trade barriers, tariffs, and regulatory inconsistencies that hinder cross-border trade and procurement efficiency.

Adopting E-CRM in Banking: A Comprehensive Survey of Customer Perspectives in Haryana

Nowadays all the banks are using E-CRM practices to streamline the various banking processes and to adopt Customer-centric approach. In this paper, we aim to provide a comprehensive analysis of the awareness, perception, and influencing factors of Electronic Customer Relationship Management (E-CRM) practices among bank customers in Haryana using a primary survey. The research captures various aspects of E-CRM from the customers' perspective. It assesses the level of awareness about E-CRM practices, examining customers' understanding of the digital tools and techniques employed by banks to manage relationships. The study also explores customers' perceptions of different dimensions of E-CRM, such as effectiveness, efficiency, and convenience. Additionally, it identifies the key factors influencing the adoption and success of E-CRM in the banking sector. By analyzing these elements, the research provides valuable insights into the perception and implementation of E-CRM practices in Haryana.

Was the link between enterprise and consumers neglected on sustainable development issue? Antecedents and consequences of customer relationship management practices

Was the link between enterprise and consumers neglected on sustainable development issue? Antecedents and consequences of customer relationship management practices

Leveraging supplier orientation for innovation: Exploring the impact of supply management innovativeness and innovation partnership

AbstractIndustry 4.0 has created new opportunities for enterprise innovation by leveraging emerging technologies. External innovation represents a valuable source of ideas and knowledge for internal innovation, and enterprises are increasingly leveraging their supplier relationships to gain a competitive advantage. Some researchers suggest that suppliers enhance the effectiveness and outcomes of lean innovation. To deepen our understanding of the relationship between supplier orientation and innovation outcomes, this study explores the mechanisms through which supplier orientation contributes to enhancing innovation performance, with a specific focus on the role of supplier orientation in improving supply management innovativeness and innovation partnerships. Survey data from 209 Chinese firms engaged in innovation practices was analyzed using a hierarchical regression based on resource dependency theory. Results reveal that supplier orientation positively influences supply management innovativeness and innovation partnerships. Supply management innovativeness and buyer–supplier innovation partnerships both contribute to improved innovation performance. Our findings suggest that the buyer–supplier innovation partnership plays a moderating role in the relationship between supply management innovativeness and innovation performance. These insights provide a valuable basis for developing innovative strategies and managing inter‐firm relationships, emphasizing the importance of supplier relationship management practices in enhancing firms' competitiveness and performance by leveraging external resources and knowledge.

Quantifying the influence of supplier relationship management and supply chain performance

Purpose: This study explores the impact of Supplier Relationship Management (SRM) practices on supply chain performance, with a focus on cost efficiency, within the dynamic context of Bangladesh. The purpose is to elucidate the relationships between SRM practices, specifically Supplier Collaboration, Supplier Development, Supplier Evaluation and Selection, and Long-Term Supplier Relationships, and their influence on cost efficiency within supply chains. Design/Methodology/Approach: A quantitative research approach was employed, utilizing regression analysis and correlation analysis to analyze data collected through a structured survey from 270 Participants within Bangladesh’s Manufacturing and Service Sectors. The research adopted a cross-sectional time horizon, providing a snapshot view of the relationships between SRM practices and cost efficiency. Findings: The findings reveal that Supplier Collaboration and Long-Term Supplier Relationships significantly and positively influence cost efficiency within the supply chains of Bangladeshi organizations. These SRM practices collectively contribute to approximately 64.2% of the variance in cost efficiency, emphasizing their critical role in optimizing supply chain performance. Research Limitations/Implications: Limitations of this study include its cross-sectional nature and the focus on a specific set of SRM practices. Future research can explore additional SRM dimensions and employ longitudinal approaches for deeper insights. Practical Implications: Practitioners can leverage the study's findings to enhance supply chain performance by implementing holistic SRM strategies, fostering collaborative supplier relationships, and nurturing long-term partnerships with suppliers. Social Implications: This research contributes to the broader economic landscape of Bangladesh by highlighting the importance of SRM practices in enhancing cost efficiency, which can ultimately lead to economic growth and competitiveness. Originality/Value: This study extends the understanding of SRM practices by examining their applicability and significance in an emerging market like Bangladesh. It underscores the originality and value of SRM as a strategic imperative for organizations operating in diverse contexts.

Supplier Relationship Management Practices and Firm Performance: Evidence from Small and Medium Enterprises in India

Purpose: The aim of the study was to analyze the supplier relationship management practices and firm performance: evidence from small and medium enterprises in India. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study on Supplier Relationship Management (SRM) in Indian SMEs reveals a positive link between effective SRM practices and firm performance. It highlights benefits such as improved operational efficiency, cost reduction, and enhanced product quality. However, challenges like resource constraints hinder widespread adoption. Overall, prioritizing strong supplier relationships can boost SME competitiveness in India. Unique Contribution to Theory, Practice and Policy: Transaction cost economics (TCE), resource dependency theory (RDT) & social exchange theory (SET) may be used to anchor future studies on analyze the supplier relationship management practices and firm performance: evidence from small and medium enterprises in India. SMEs could also benefit from capacity-building initiatives aimed at enhancing their negotiation skills, contract management capabilities, and technological adoption to facilitate efficient SRM processes. Policymakers can leverage research findings to design supportive policies aimed at strengthening the SME ecosystem in India.

A Study on Customer Relationship Management Practices in Public & Private Sector Banks

A Study on Customer Relationship Management Practices in Public & Private Sector Banks