Keywords
How to Cite
Share
- Abstract 86
- PDF (English) 139
Abstract
Building and maintaining effective relationships is crucial for business success. Therefore, this study reviews existing research and provides a comprehensive overview of relational capability (RC). Recognizing the importance of RC, this study conducts a systematic literature review (SLR) by analyzing 221 articles from the Scopus database (2013–2023) using the Publish or Perish software. After applying specific selection criteria, 83 articles focusing on RC were chosen for in-depth analysis. The findings reveal significant gaps in RC research, particularly in terms of theoretical approaches, methodologies, and contextual applications, which offer opportunities to enrich the existing body of knowledge. The study emphasizes that RC skills—such as communication, empathy, trust-building, conflict resolution, and collaboration—are essential for sales professionals to understand customer needs, build strong relationships, and achieve sales targets. This study contributes to the understanding of relational capability by integrating various theoretical frameworks and employing quantitative, qualitative, and mixed methods. It offers a comprehensive overview of organizational interactions and their implications for sustainable growth and competitive advantage.
References
Adams, F. G., Richey, R. G., Autry, C. W., Morgan, T. R., & Gabler, C. B. (2014). Supply chain collaboration, integration, and relational technology: How complex operant resources increase performance outcomes. Journal of Business Logistics, 35(4), 299–317. https://doi.org/10.1111/jbl.12074
Addison, D. P., Lingham, T., Uslay, C., & Lee, O. F. (2017). An entrepreneurial relationship marketing approach to B2B selling: The case for intellectual capital sharing. Journal of Research in Marketing and Entrepreneurship, 19(1), 2–25. https://doi.org/10.1108/JRME-09-2016-0032
Alves, F. S., Segatto, A. P., & De-Carli, E. (2016). Theoretical framework about relational capability on inter-organizational cooperation. Journal of Industrial Integration and Management, 1(4), 1650012. https://doi.org/10.1142/S2424862216500123
Cavazos-Arroyo, J., & Puente-Diaz, R. (2023). The effect of network capabilities, trust and pricing and selling capabilities on the impact of social enterprise. Social Enterprise Journal, 19(2), 123–143. https://doi.org/10.1108/SEJ-02-2022-0020
Chang, C. W., & Huang, H. C. (2022). How global mindset drives innovation and exporting performance: the roles of relational and bricolage capabilities. Journal of Business and Industrial Marketing, 37(12), 2587–2602. https://doi.org/10.1108/JBIM-06-2021-0320
Farida, N., & Nuryakin. (2021). Network capability, relational capability and Indonesian manufacturing SME performance: An empirical analysis of the mediating role of product innovation. Engineering Management in Production and Services, 13(1), 41–52. https://doi.org/10.2478/emj-2021-0003
Giraldi, L., Coacci, S., & Cedrola, E. (2024). How relational capability can influence the success of business partnerships. International Journal of Productivity and Performance Management, 73(2), 601–628. https://doi.org/10.1108/IJPPM-01-2022-0012
Hunt, S. D., Arnett, D. B., & Madhavaram, S. (2006). The explanatory foundations of relationship marketing theory. Journal of Business and Industrial Marketing, 21(2), 72–87. https://doi.org/10.1108/10610420610651296
Indarti, N., Hapsari, N., Lukito-Budi, A. S., & Virgosita, R. (2020). Quo vadis, ethnic entrepreneurship? A bibliometric analysis of ethnic entrepreneurship in growing markets. Journal of Entrepreneurship in Emerging Economies, 13(3), 427–458. https://doi.org/10.1108/JEEE-04-2020-0080
Kadic-Maglajlic, S., Vida, I., Obadia, C., & Plank, R. (2016). Clarifying the influence of emotional intelligence on salesperson performance. Journal of Business and Industrial Marketing, 31(7), 877–888. https://doi.org/10.1108/JBIM-09-2015-0168
Kamalaldin, A., Linde, L., Sjödin, D., & Parida, V. (2020). Transforming provider-customer relationships in digital servitization: A relational view on digitalization. Industrial Marketing Management, 89, 306–325. https://doi.org/10.1016/j.indmarman.2020.02.004
Lin, H. F., Su, J. Q., & Higgins, A. (2016). How dynamic capabilities affect adoption of management innovations. Journal of Business Research, 69(2), 862–876. https://doi.org/10.1016/j.jbusres.2015.07.004
Malca, O., Bolaños, J. P., Acedo, F. J., Rubio Donet, J. L., & Peña-Vinces, J. (2020). Relational flexibility norms and relationship-building capabilities as a mediating mechanism in export performance: insights from exporting SMEs in an emerging economy, Peru. International Journal of Emerging Markets, 16(8), 1745–1768. https://doi.org/10.1108/IJOEM-09-2019-0735
Matanda, M. J., Ndubisi, N. O., & Jie, F. (2016). Effects of Relational Capabilities and Power Asymmetry on Innovativeness and Flexibility of Sub-Sahara Africa Small Exporting Firms. Journal of Small Business Management, 54(1), 118–138. https://doi.org/10.1111/jsbm.12134
McGrail, M. R., Rickard, C. M., & Jones, R. (2006). Publish or perish: a systematic review of interventions to increase academic publication rates. Higher Education Research and Development, 25(1), 19–35. https://doi.org/10.1080/07294360500453053
Mention, A. L., & Bontis, N. (2013). Intellectual capital and performance within the banking sector of Luxembourg and Belgium. Journal of Intellectual Capital, 14(2), 286–309. https://doi.org/10.1108/14691931311323896
Mishra, A., & Anning-Dorson, T. (2022). Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance? Journal of Service Theory and Practice, 32(6), 843–871. https://doi.org/10.1108/JSTP-10-2021-0202
Navarro-García, A., Sánchez-Franco, M. J., & Rey-Moreno, M. (2016). Relational governance mechanisms in export activities: Their determinants and consequences. Journal of Business Research, 69(11), 4750–4756. https://doi.org/10.1016/j.jbusres.2016.04.025
Obayi, R., Koh, S. C., Oglethorpe, D., & Ebrahimi, S. M. (2017). Improving retail supply flexibility using buyer-supplier relational capabilities. International Journal of Operations and Production Management, 37(3), 343–362. https://doi.org/10.1108/IJOPM-12-2015-0775
Parente, R., Murray, J. Y., Zhao, Y., Kotabe, M., & Dias, R. (2022). Relational resources, tacit knowledge integration capability, and business performance. Journal of Knowledge Management, 26(4), 805–823. https://doi.org/10.1108/JKM-07-2020-0501
Perry, C., & Pyatt, R. (2015). Network Theory’s Contribution to the Development of Marketing Research. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 188–196. https://doi.org/10.1007/978-3-319-17311-5_31
Pigola, A., & da Costa, P. R. (2024). Relational Capabilities into Small- and Middle-Sized Firms: a Mind-Blowing Strategic Asset. Journal of the Knowledge Economy, 15(2), 6201–6225. https://doi.org/10.1007/s13132-023-01350-5
Pomegbe, W. W. K., Li, W., Dogbe, C. S. K., & Otoo, C. O. A. (2020). Enhancing the innovation performance of small and Medium-sized enterprises through network embeddedness. Journal of Competitiveness, 12(3), 156–171. https://doi.org/10.7441/joc.2020.03.09
Rini, G. P., & Ferdinand, A. T. (2021). Customer Centric in Hospitality Industry: a Systematic Literature Review and Future Research Direction. Jurnal Dinamika Manajemen, 12(1), 88–101. https://doi.org/10.15294/jdm.v12i1.27661
Rungsithong, R., Meyer, K. E., & Roath, A. S. (2017). Relational capabilities in Thai buyer-supplier relationships. Journal of Business and Industrial Marketing, 32(8), 1228–1244. https://doi.org/10.1108/JBIM-02-2017-0027
Sánchez-Gutiérrez, J., Cabanelas, P., Lampón, J. F., & González-Alvarado, T. E. (2019). The impact on competitiveness of customer value creation through relationship capabilities and marketing innovation. Journal of Business and Industrial Marketing, 34(3), 618–627. https://doi.org/10.1108/JBIM-03-2017-0081
Singh, R., Charan, P., & Chattopadhyay, M. (2023). Relational capabilities and performance: examining the moderation-mediation effect of organisation structures and dynamic capability. Knowledge Management Research and Practice, 21(1), 92–106. https://doi.org/10.1080/14778238.2020.1843984
Udayana, I. B. N. (2022). Niche based relational capability to increase salespeople performance in small and medium enterprises. Business: Theory and Practice, 23(1), 141–153. https://doi.org/10.3846/btp.2022.13012
Wang, G., Dou, W., Zhu, W., & Zhou, N. (2015). The effects of firm capabilities on external collaboration and performance: The moderating role of market turbulence. Journal of Business Research, 68(9), 1928–1936. https://doi.org/10.1016/j.jbusres.2015.01.002
Wang, Y., & Rajagopalan, N. (2015). Alliance Capabilities: Review and Research Agenda. Journal of Management, 41(1), 236–260. https://doi.org/10.1177/0149206314557157
Zardini, A., Ceesay, L. B., Rossignoli, C., & Mahto, R. (2023). Entrepreneurial business network and dynamic relational capabilities: a case study approach. International Journal of Entrepreneurial Behaviour and Research, 29(2), 328–353. https://doi.org/10.1108/IJEBR-01-2022-0085
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright (c) 2024 Maria Augustine Graciafernandy, Augusty Tae Ferdinand