Relationship Management Maturity

Bartosz Deszczyński ()
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Bartosz Deszczyński: Poznań University of Economics and Business

Chapter Chapter 3 in Firm Competitive Advantage Through Relationship Management, 2021, pp 67-120 from Springer

Abstract: Abstract This chapter introduces the notion of RM maturity. The first section clarifies the role of the maturity concepts in management science and presents the design of a systemic theoretical inquiry into RM maturity. In total, 13 RM-related themes were qualified to become the content of the RM maturity concept. The second section discusses the themes grouped in the strategic dimension of RM, including Service-Dominant Logic (SDL) as the most distinctive and consistent theme in this group. A brief theory-integrative discourse is given about the interplay between RM and SDL as permeable paradigms embedded in the RBV and dynamic capabilities theories. The third section discusses the roles of interdepartmental and departmental processes and ICT in defining RM maturity. The chapter concludes with the preliminary proposal of the RM maturity model fitted into the broad definitional basis of RM.

Keywords: Corporate culture; Corporate Social Responsibility; Customer Relationship Management; Human Resource Management; Information and Communication Technologies (ICT); Knowledge management; Relational communication; Service-Dominant Logic; Social-CRM; Supply Chain Management; Value co-creation (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-67338-3_3

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DOI: 10.1007/978-3-030-67338-3_3

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