Handbook of Management Scales/Relationship management

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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.

One of these five second-order dimensions, market focus, consists of three first-order dimensions: market acuity, relationship management, and new service development.

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]

Comments[edit | edit source]

The third item was dropped.

Related Scales[edit | edit source]