How does relationship management infrastructure influence performance?

Denise Jarratt, Constantine Katsikeas

    Research output: Contribution to journalArticle

    5 Citations (Scopus)
    41 Downloads (Pure)

    Abstract

    The contribution of relationship management infrastructure (RMI) to positional advantage, customer, market and financial performance was tested in major, organisational customer relationships through structural equation modelling. The results support a direct, significant contribution of RMI to positional advantage, however the anticipated direct contribution of RMI to financial performance resulting from efficient and productive relationship infrastructure was not supported. The contribution of RMI to the variance in customer, market and financial performance was indirect. Explanations of these findings are proposed.
    Original languageEnglish
    Pages (from-to)51-74
    Number of pages24
    JournalJournal of Marketing Management
    Volume25
    Issue number1-2
    DOIs
    Publication statusPublished - Feb 2009

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