Alan C.B. Tse

CRM: conceptualization and scale development

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 identified, data from study 1 (n=150 business executives attending a part‐time MBA program) were used to select items based on factor analysis. Then, confirmatory factor analyses was used on data obtained from a mail survey of Hong Kong financial firms in study 2 (n=215) to examine factor structure, as well as to provide evidence of dimensionality, scale reliability and validity. Finally, in study 3, data from 276 business executives attending a seminar on CRM were used to test the scale generalizability of CRM measures in various industries.Findings – A reliable and valid scale was developed to measure the four dimensions of CRM: key customer focus, CRM organization, knowledge management and technology‐based CRM.Research limitat...

The effect of relationship marketing orientation on business performance in a service‐oriented economy

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. This paper addresses some conceptual and measurement issues related to the study of RMO and its impact on business performance in a service context. It first reviews the concept of RMO and its important dimensions. Next, a measurement scale with acceptable reliability and validity is developed to capture the dimensions of RMO. In turn, analysis of data shows that RMO is positively and significantly associated with sales growth, customer retention, market share, ROI, and overall performance. The implications of these findings are discussed and the limitations of the study as well as future research directions are addressed.

Relationship marketing orientation: scale development and cross-cultural validation

This paper addresses the conceptual and measurement issues related to the study of relationship marketing orientation (RMO). It first reviews the concept of RMO and its important components. It then reports on the construction and psychometric assessment of a measure of RMO. Six multiitem scales are developed showing strong evidence of reliability and validity in samples from firms in Mainland China and Hong Kong. Further analysis provides evidence supporting scale invariance across the two samples. The final section includes a discussion of the implications of the findings and directions for future research.

Is relationship marketing for everyone

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 RMO with market orientation (MO) in terms of their impact on firms’ business performance, with particular interest in three industries. It first reviews the concept of relationship marketing and its relationship with business performance, leading to the development of two hypotheses. Next, a measurement scale was used to capture the dimensions of RMO. The reliability and validity of the scale were briefly described to provide readers the background for data analysis. Then several stepwise regression analyses were performed to test the hypotheses. Results indicated that the hypotheses received support, suggesting that RMO is for every industry with particular importance in the manufacturing industry.

Market Orientation, Relationship Marketing Orientation, and Business Performance: The Moderating Effects of Economic Ideology and Industry Type

This study examines how economic ideology and industry type moderate the impacts of market orientation and relationship marketing orientation on business performance. The authors collected data through a survey of firms in both Mainland China and Hong Kong. They selected these two economies because they have similarities in cultural dimensions and differences in economic dimensions. The authors find support for the moderating effect of economic ideology and industry type on the link among market orientation, relationship marketing orientation, and business performance.

Market orientation and business performance in a Chinese business environment

Abstract Market orientation (MO) is the prerequisite for a successful business operation. To test the assertion empirically, this study looks into the nature of the correlational relationship between MO and company performance using sample data from firms engaging in China trade in Hong Kong. Narver and Slaters scale for measuring the extent of MO is tested and used. The results show that there is a significant positive correlation between MO and business performance. In other words, there is a significant difference in the performance of China trade companies that are market-oriented and those that are not market-oriented.

Disintermediation of travel agents in the hotel industry.

Abstract The trend of massive disintermediation is threatening the livelihood of travel agents. This paper investigates the disintermediation of travel agents in the hospitality industry when hotels take distribution back into their own hands by setting up websites that allow guests to make bookings online. We analyze the factors affecting an agents possible responses to a hotels destructive acts, and put forward suggestions to agents to fight against the trend of disintermediation. We also point out what hotels can do to improve the quality of their relationship with their agents should they decide to launch their online channel.

How much more are consumers willing to pay for a higher level of service? A preliminary survey

A survey was conducted using conjoint analysis to determine how consumers perceived the relative importance of price vs. quality of service in the selection of restaurants. The use of conjoint analysis enables one to mimic the trade‐off situation in a consumer’s choice process. The results showed that price was a more important factor than quality of service. Estimates are also made regarding how much more respondents are willing to pay for a higher level of service.

Market Orientation and Business Performance

Abstract The purpose of this study was to conduct an investigation into the link between market orientation and business performance using sample data from firms operating in Mainland China, a communist country undergoing economic transformation from a planned economy to a market economy. The study found that market orientation was positively and significantly associated with sales growth, customer retention and overall performance. Implications of our findings were discussed and limitations of the study as well as future research directions were addressed.

Factors affecting consumer perceptions on product safety

Examines how perceived product safety may be affected by such product‐related factors as price, brand name, store name, promotion channels, source credibility, country of origin, nature of product testing authority and warranty. Shows that perceived product safety was significantly affected by all of the variables mentioned above. Implies that, by carefully manipulating these variables in formulating marketing strategies, managers can attract the large and growing market of safety‐conscious consumers and gain a competitive edge that cannot possibly be ignored.