Handbook of Management Scales/Relationship management
Relationship management (composite reliability = 0.80)[edit | edit source]
Description[edit | edit source]
The authors follow a two-phased approach to develop multi-item scales that measure dimensions of service orientation in the context of business-to-business e-commerce. Service orientation was conceptualized as a third-order construct comprised of five combinative service competency bundles: service climate; market focus; process management; human resource policy; and metrics and standards.
Definition[edit | edit source]
The company’s ability to manage its relationships with its customers in both the virtual and physical spaces, and to create and retain loyal customers.
Items[edit | edit source]
- We believe that the right relationship with our customers means more than the price we charge them. (0.61)
- Solving problems with customers is considered a joint responsibility no matter who is at fault. (0.71)
- We are concerned with our customers’ profitability, as well as our own. (0.73)
Source[edit | edit source]
- Oliveira/Roth (2012): Service orientation: The derivation of underlying constructs and measures. International Journal of Operations & Production Management, Vol. 32, No. 2, pp. 156-190.
Comments[edit | edit source]
The third item was dropped.