The integrated relationship management framework

Deszczyński, Bartosz

doi:10.12775/eip.2018.002

Cited by 6 publications

(4 citation statements)

References 25 publications

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“…(Zanqar et al, 2019). Relationship management is an incremental approach for building better linkages with customers and partners and creating value-adding activities to meet shareholders' expectations (Deszczyński, 2018).…”

Section: Quality Principle Of Iso 9001: 2015 Qmsmentioning

confidence: 99%

Evaluating the Readiness for Iso 9001:2015 Certification: A Case Study

Omallao,

Gano-an

2024

DeReMa Jurnal Manajemen

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This quantitative exploratory paper evaluates the degree of adoption of a cooperative to Total Quality Management (TQM) practices as a precursor study for its readiness for ISO 9001:2015 Quality Management System certification. Questionnaires were developed to explore practices already implemented within the ambit of TQM. Selected participants were grouped into two: (1) Management which is the middle-level management up to the CEO and (2) Governance composed of the Board of Directors, elected and appointed officers. A total number of 37 respondents were surveyed simultaneously. Primary data gathered from survey questionnaire were tested statistically for non-parametric datasets using SPSS16 for descriptive statistics and test of normality. Test statistics using Mann-Whitney U Test examines if the adoption of Quality Management Principles (QMPs) of ISO 9001-2015 is equally perceived by the two variable groupings. The study concluded that the seven QMPs are somewhat adopted based on the result of the overall mean score. Results of descriptive statistics for each of the QMP revealed that Leadership has the highest mean. Whereas other QMPs such Customer Focus, Improvement, Process Approach, Evidence-Based Decision Making, Engagement of People, and Relationship Management are somewhat adopted. Results of Mann-Whitney U Test revealed that TQM adoption is perceived more by the Governance group than by the Management group and the two variable groupings have differing perceptions on the adoption of TQM, thus rejecting the null hypothesis of similarity among the two groups. Abstrak dalam Bahasa Indonesia. Makalah eksploratif kuantitatif ini mengevaluasi tingkat adopsi suatu koperasi terhadap praktik Total Quality Management (TQM) sebagai studi pendahuluan untuk kesiapan sertifikasi Sistem Manajemen Mutu ISO 9001:2015. Kuesioner dikembangkan untuk mengeksplorasi praktik yang telah diimplementasikan dalam lingkup TQM. Peserta yang dipilih dibagi menjadi dua kelompok: (1) Manajemen yang terdiri dari manajemen tingkat menengah hingga CEO dan (2) Tata Kelola yang terdiri dari Dewan Direksi, pejabat terpilih, dan diangkat. Sebanyak 37 responden disurvei secara bersamaan. Data primer yang dikumpulkan dari kuesioner survei diuji secara statistik untuk dataset non-parametrik menggunakan SPSS16 untuk statistik deskriptif dan uji normalitas. Uji statistik menggunakan Uji Mann-Whitney untuk memeriksa apakah adopsi Prinsip Manajemen Mutu (QMP) ISO 9001-2015 sama-sama dirasakan oleh dua kelompok variabel. Studi ini menyimpulkan bahwa ketujuh QMP sedikit diadopsi berdasarkan hasil skor rata-rata keseluruhan. Hasil statistik deskriptif untuk masing-masing QMP mengungkapkan bahwa Kepemimpinan memiliki rata-rata tertinggi. Sedangkan QMP lainnya seperti Fokus pada Pelanggan, Peningkatan, Pendekatan Proses, Pengambilan Keputusan Berbasis Bukti, Keterlibatan Masyarakat, dan Manajemen Hubungan sedikit diadopsi. Hasil Uji Mann-Whitney menunjukkan bahwa adopsi TQM lebih dirasakan oleh kelompok Tata Kelola daripada kelompok Manajemen, dan kedua kelompok variabel memiliki persepsi yang berbeda tentang adopsi TQM, sehingga menolak hipotesis nol tentang kesamaan di antara kedua kelompok.

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Section: Quality Principle Of Iso 9001: 2015 Qmsmentioning

confidence: 99%

Evaluating the Readiness for Iso 9001:2015 Certification: A Case Study

Omallao,

Gano-an

2024

DeReMa Jurnal Manajemen

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“…KM is widely used to create innovative solutions for managing long-term customer relationships (Chi, 2021;Deszczyński, 2018;González-Ramos et al, 2023). It plays a major role in capturing and sharing knowledge between customers and employees through CRM and creates new knowledge required to create innovative solutions (Chi, 2021;Khashab et al, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Jayasekera,

Albattat,

Azam

2023

J. of Law and Sust. Develop.

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Objective: The main of this study is to examine the mediation role of knowledge management (KM) with customer relationship management (CRM) for customer orientation (CO) and technological capabilities (TC) in Sri Lankan travel agencies. Method: Through simple random sampling in this quantitative research, 350 questionnaires were disseminated to travel agencies. The gathered data was subsequently analyzed with SPSS for statistical evaluation and SPSS Amos for Structural Equation Modeling. Results: Contrary to expectations, the results statistically uncover an absence of mediation between KM and CRM concerning CO and TC. This implies that, within the confines of Sri Lankan travel agencies, KM and CRM, albeit pivotal, don't act as direct mediators for CO or TC. Research, Practical & Social implications: The study opens new avenues for research by challenging traditional beliefs in the sector, suggests that Sri Lankan travel industry executives prioritize direct customer and technological engagement over-relying on KM and CRM, and underscores the potential for improved public trust and resilience in Sri Lanka's post-COVID tourism landscape. Originality/Value: This study uniquely analyzes the lack of mediation between KM with CRM for CO and TC in Sri Lankan travel agencies. Offering empirical evidence, strengthens our understanding of the complexities in the interactions between these factors, challenging previous assumptions.

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“…(Deszczynski, 2017). The knock-on effect of business relationships is also the emergence of various interdependencies at the formal business level (e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

Business networking in social media - a case study of Polish export professionals

Deszczyński

2018

JEECAR

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The article offers a literature review on the role of trust in the business relationship development. It describes the role of social media in cognitive and affective trust building. The focal point of the article is devoted to an empirical research covering the use of LinkedIn and GoldenLine professional social media platforms by Polish export professionals. It indicates their overall passivity in maintaining a trustworthy online appearance, but it also touches the limitations of social media communications. The article gives also some managerial recommendations dealing with social media B2B involvement and argues that in the predictable future the deployment of social media in business networking will remain in its infancy.

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The integrated relationship management framework

Cited by 6 publications

References 25 publications

Evaluating the Readiness for Iso 9001:2015 Certification: A Case Study

Evaluating the Readiness for Iso 9001:2015 Certification: A Case Study

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Business networking in social media - a case study of Polish export professionals

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