TY - JOUR
T1 - How does relationship management infrastructure influence performance?
AU - Jarratt, Denise G.
AU - Katsikeas, Constantine S.
PY - 2009
Y1 - 2009
N2 - 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.
AB - 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.
UR - http://handle.uws.edu.au:8081/1959.7/540905
U2 - 10.1362/026725709X410034
DO - 10.1362/026725709X410034
M3 - Article
SN - 0267-257X
VL - 25
SP - 51
EP - 74
JO - Journal of Marketing Management
JF - Journal of Marketing Management
IS - 1
ER -