40 Pages Posted: 26 May 2006
Date Written: January 2006
Relationship marketing (RM) has emerged as one of the dominant mantras in business strategy circles, though RM investigations often yield mixed results. To help managers and researchers improve the effectiveness of their efforts, the authors synthesize RM empirical research in a meta-analytic framework. Although the fundamental premise that RM positively affects performance is well supported, many of the authors' findings have significant implications for research and practice. Relationship investment has a large direct effect on seller objective performance, which implies that additional meditated pathways may explain the impact of RM on performance. Objective performance is influenced most by relationship quality (a composite measure of relationship strength) and least by commitment. The results suggest also that RM is more effective when relationships are more critical to customers (e.g., service offerings, channel exchanges, business markets) and built with an individual person rather than a selling firm (which partially explains the mixed effects between RM and performance reported in previous studies).
Suggested Citation: Suggested Citation
Palmatier, Robert W. and Dant, Rajiv P. and Grewal, Dhruv and Evans, Kenneth R., Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (January 2006). Available at SSRN: https://ssrn.com/abstract=904647 or http://dx.doi.org/10.2139/ssrn.904647
By Komal Chopra