Relationship management practices, both traditional and employing the Web, were investigated and hypotheses tested concerning the influence of such practices on organisational performance. The reported study, conducted with a sample of Australasian organisations, finds that traditional and online relationship management constructs are discrete, and finds no significant direct influence of the use of relationship management on organisational performance, regardless of whether traditional means of relationship management are employed or the Web is used. It is also reported that environmental turbulence does not moderate this relationship.
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Field of Research
150599 Marketing not elsewhere classified
Socio Economic Objective
970115 Expanding Knowledge in Commerce, Management, Tourism and Services
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