Analysis of the “Relationship Manager” Management in the Shopee Marketplace Through the Lens of Systems Management Theory
Year: 2025
Type: article
Abstract: Research Objective: This study aims to analyze the management of the "Relation Manager" in the Shopee marketplace in maintaining seller loyalty. The theories used in this study are Systems Management Theory and Two-Way Symmetrical Communication Theory, to understand the systems management process and communication management between Relationship Managers and sellers on the Shopee Marketplace. The research method is qualitative, conducted throught observation and in-depth interviews with several seller representatives who use the Shopee platform as a sales medium. The research results show, based on Systems Management Theory with the following assumptions: Environment, Inputs, Transformation Process, Output, and Feedback. Based on field data, a conducive work environment makes the job of Relationship Manager easier, allowing for a more personal approach and more open and enjoyable information delivery to Sellers. This ensures that the entire management process, including inputs, transformation processes, outputs, and feedback, runs smoothly. Two-way communication between the Relationship Manager and the Seller allows the overall management process to run as expected by both parties.
Authors: Nuriyati Samatan, Yanto Naim, Adi Prakosa, Yuri Alfrin Aladdin, Annisa Ananda RC
Institutions: Nasional University, AMIK Nurmal Luwuk Banggai
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7085003674
FWCI:
Cites:
Cited by:
Related to: