Deepali Singh’s research while affiliated with Atal Bihari Vajpayee Indian Institute of Information Technology and Management and other places

This research article aims at providing a comprehensive overview of the Partner Relationship Management (PRM) domain through an exhaustive literature survey. Current scenario, definitions/perspectives, breakdown of studies by nation, PRM as a software application, the need for PRM, the process of developing partner relationships, and major models, along with major defining constructs and other major insights, have been summarized in the area of partner relationship management using content analysis. The focus is on bridging the gap in the existing academic literature by providing a comprehensive compilation of partner relationship management literature inclusive of B2B and B2C scenarios for future researchers. A list of select premier academic databases has been used to identify the relevant research papers in the domain. This article will help in reducing the time and efforts of researchers by quickly providing a comprehensive view of the PRM literature.

This study has proposed a Partner Relationship Management (PRM) index including the impact of relationship between manufacturers and channel partners on customers in Indian automobile sector. In-depth interviews and a standard methodology for scale development were followed by extensive literature review. Questionnaire survey of automobile customers, manufacturers and channel partners belonging to NCR and southern region of India was carried out. Initially for proposing PRM framework, a total of 330 responses were collected and analysed by carrying out factor analysis. Then for proposing PRM index, a case-based methodology was used, with a total of 91 (customers) and 53 (employees of automobile organisations) responses. The major factors identified include trust, commitment enhancement, customer intimacy, relationship enhancement and customer orientation. The proposed index will help in judging the impact of services on customers and possible areas for improvement with prime motive of enhancing the customer satisfaction scores on a continual basis.

This study has proposed a Partner Relationship Management (PRM) index including the impact of relationship between manufacturers and channel partners on customers in Indian automobile sector. In-depth interviews and a standard methodology for scale development were followed by extensive literature review. Questionnaire survey of automobile customers, manufacturers and channel partners belonging to NCR and southern region of India was carried out. Initially for proposing PRM framework, a total of 330 responses were collected and analysed by carrying out factor analysis. Then for proposing PRM index, a case-based methodology was used, with a total of 91 (customers) and 53 (employees of automobile organisations) responses. The major factors identified include trust, commitment enhancement, customer intimacy, relationship enhancement and customer orientation. The proposed index will help in judging the impact of services on customers and possible areas for improvement with prime motive of enhancing the customer satisfaction scores on a continual basis.

The research paper proposes a reliable and valid supplier relationship management (SRM) index as a strategic tool specifically catering to Indian automobile sector. A standard methodology of scale development was followed to develop SRM scale and a case-based method was used to develop the index. SRM in Indian automobile sector emerged out to be a multi-dimensional construct comprising of trust, service quality, R'D and technological capability, flexibility, market orientation and support services. The literature in the area of SRM majorly deals with specific aspects of supply chain management like supplier selection, development and collaboration as well as purchasing strategy. But there is paucity of research pertaining to industry specific SRM index development and validation so as to get a holistic view. The strategic implications as well as marketing practitioners point of view is also discussed at the end for efficient and effective SRM practices by using SRM index.

This paper develops a reliable and valid CRM (Customer relationship management) scale regarding the Indian telecom sector. A review of literature on CRM was followed by depth interview and questionnaire survey. The exploratory factor analysis is performed with the first half of the data to identify the major CRM dimensions based on which authors have proposed a construct, which is confirmed through confirmatory factor analysis and validated through Structural equation modelling by using the other half of the data. The covariance model shows CRM in Indian telecom sector as a multidimensional construct comprising of factors namely competitiveness and reliability, support feature, relationship quality, transmission quality, technological edge and reputation. The structural model validates the previously extracted factors along with their indicators. The findings of this study validate the belief that CRM is a multidimensional construct and serves as a critical success factor for business performance. The proposed scale helps to identify issues that contribute to CRM in Indian telecom sector and formulating strategies accordingly, resulting in efficient (in terms of cost) and effective (outcomes) CRM practices.

The research study aims at developing a reliable partner relationship management (PRM) scale specific to Indian automobile sector. The review of literature on PRM has revealed a need to develop such scale for more effective implementation of PRM practices with sound value-laden relationship between the manufacturer and the channel partners. Literature review is followed by questionnaire development through depth interview with some of the automobile manufacturers and channel partners belonging to the northern and southern regions of India. A questionnaire survey was carried out and a standard methodology was used consisting of exploratory and confirmatory factor analysis for analyzing data and ultimately for scale development. Findings of the study revealed PRM as a multidimensional construct comprising five factors, namely organizational structure, trust, commitment, customization and market orientation. These factors should be given the utmost importance for relationship enhancement among channel partners specifically in the Indian automobile sector. The novelty of the research work lies in proposing a reliable and valid measurement instrument for enhancing PRM effectiveness.

This study caters to developing a reliable and valid CRM (customer relationship management) index specifically catering to Indian banking sector. An exhaustive review of literature on CRM was followed by depth interview and questionnaire survey of customers of different banking organizations all across India. Exploratory factor analysis was followed by confirmatory factor analysis which was presented in three forms: the single factor model, covariance model, and the structural model. The covariance model shows CRM in Indian banking sector as a multidimensional construct comprising of factors, namely, organizational structure and customer support, service quality, trust, technology, personalization, and market orientation. The structural model validates the previously extracted factors along with their indicators. The validation of CRM scale is done through a case based method for development of CRM Index along with the customer and service provider weights with the help of questionnaire design and survey conducted. The proposed index can serve as a strategic tool in enhancing the customer responsiveness and overall performance of the banking organizations.

The purpose of this research article is to develop a valid partner relationship management (PRM) index for enhancing the effectiveness and overall efficiency of channel partner relationships by taking Indian automobile sector as a unit of study. The result of the exhaustive literature review done by authors clearly indicates paucity of such type of standard and valid measure for evaluating PRM effectiveness, which leads this research work with an aim of filling aforementioned gap. A standard and valid methodology for scale development was adopted which resulted in five factor model namely trust, satisfaction, relational communication, collaboration and environmental factors contributing towards PRM. Confirmatory factor analysis was used for validation of proposed structure followed by case-based methodology for development of PRM index. Strategic implication indicates how the effective implementation of PRM practices can create win-win situation for all the parties involved and how PRM index can help in successful implementation of PRM practices. Academically this research is an attempt to propose a PRM index and side by side serve as a tool for enhancing the overall profitability and productivity of Indian automobile sector in most effective and efficient format.

This research work aims at developing a valid and authentic partner relationship management (PRM) index specific to Indian automobile industry. Review of existing literature reveals that majority of organisations have implemented PRM for building and maintaining value-laden relationship with their channel partners but no standard measure is available to evaluate how effectively PRM is being implemented and what can be the possible strategies one must formulate for utilising best benefits out of PRM practices. This study focuses on bridging this gap. Factors contributing towards PRM were identified through exhaustive review of literature followed by depth interview and questionnaire survey. A standard methodology for scale development is used followed by index development through case-based method. PRM has emerged as a multi-dimensional construct comprising factors namely, trust, collaboration, commitment, flexibility and knowledge management. The proposed index can be tested across other business and national contexts so as to judge its robustness. Effective use of PRM index will ultimately add value to the value chain of any company.

This paper aims to develop a reliable and valid CRM (Customer relationship management) Index specifically catering to Indian hospitals. Standard method of scale development was followed by case based method for development of CRM Index. The proposed scale shows CRM in Indian hospitals as a multidimensional construct comprising of factors namely tangibles, service quality, trust, availability and accessibility which is validated through the structural model. The proposed Index will help in identifying issues that contribute to CRM in Indian hospitals and formulate strategies accordingly, resulting in efficient (cost) and effective (outcomes) practices. A fair amount of literature on Indian hospitals dealt with identifying factors explaining the constructs of quality, value or satisfaction. There is paucity of research pertaining to industry specific CRM Index development and validation and the authors attempt to bridge this gap in the existing literature.