Purpose – To develop a reliable and valid measuring scale for customer relationship management (CRM). Design/methodology/approach – A series of studies were conducted for the development and validation of multiple measures for the dimensions of CRM. Once the dimensions of CRM were...

Marketing academics and practitioners have been examining the relationship between relationship marketing orientation (RMO) and business performance and yet, to date, there has been no systematic analysis of its effect on a business’s performance across various industries. This paper compares...

The market orientation concept has received increasing research attention, although the vast majority of published work has focused on organizations based in western countries, especially in the USA. Given the importance of globalization, this western focus limits our understanding of the...

A study was conducted to determine the relationship between a firm's role in the competitive environment and the appropriate strategies to use. Using firms sampled from China, it was found that market‐oriented and relationship marketing‐oriented strategies are both important for market...

Purpose – Business practitioners are increasingly concerned about stakeholder issues. Although stakeholder orientation (StkO) has important bearings on a company's performance, to date no systematic attempt has been made to develop a valid scale of StkO, or to assess its influence on business...

Although a large body of research theoretically asserts a positive association between relationship marketing orientation (RMO) and business performance, a valid measure of RMO has not yet been proposed and systematic analysis of its effect on business performance has thus far not been possible....