Supplier capacity and key account management performance: a stochastic frontier analysis
##plugins.themes.bootstrap3.article.main##
##plugins.themes.bootstrap3.article.sidebar##
Published
18-09-2018
Kawsar Ahmmed
Md Azizul BateN
Md Kamrul Hossain
Nor Azila Mohd Noor
Abstract
Taking the influences of operational, organizational and relational factors on key account management performance into account, present research examines the antecedent variables of key account management performance. Using a questionnaire, data from 112 ready-made garments companies in Bangladesh were used to evaluate Capacity Oriented Key Account Management Performance through Stochastic Frontier Model. Results show that in the case of medium key account serving capacity, log-likelihood estimation of Maximum Likelihood Estimation (MLE) is found same as the Ordinary Least Square (OLS) estimation whereas for both high and low key account serving capacity, MLE is found better than OLS estimation. It is observed that perceived risks of serving key account, supplier relational investment, and relational intimacy are significant in case of both MLE and OLS estimation methods while in case of MLE team effort and supplier relational investment are recorded significant for the high, medium and low key account serving capacity oriented performance of Banglades-hi found showing above average performance, the performance of the companies with medium key account serving capacity is homogeneous. On the other hand, the performance of low key account serving capacity garments companies are more volatile than garments companies with medium and high key account serving capacity. Imready-made garments companies. Again, most of the companies with high key account serving capacity are plications, limitations, and further research options are suggested.
How to Cite
Ahmmed, K., Azizul BateN, M., Kamrul Hossain, M., & Azila Mohd Noor, N. (2018). Supplier capacity and key account management performance: a stochastic frontier analysis. Cuadernos De Gestión, 18(1), 125–148. https://doi.org/10.5295/cdg.160642ka
##plugins.themes.bootstrap3.article.details##
Keywords
Key account management performance, stochastic frontier analysis, ready-made garments industry, Bangladesh
References
Abratt, R., and Kelly, P. M., 2002. Customer-supplier partnerships: perceptions of a successful key account management program. Industrial Marketing Management, 31(5), 467-476.
Ahmmed, K., and Noor, N. A. M., 2012. Key account management: Towards a multidimensional definition. East Asian Journal of Business Management, 2(1), 5-13.
Atanasova, Y., and Senn, C., 2011. Global customer team design: Dimensions, determinants, and performance outcomes. Industrial Marketing Management, 40(2), 278–289.
Bangladesh Garment Manufacturers and Exporters Association (BGMEA), 2010. Member List. Available from http://www.bgmea.com.bd/member/memberlist. [Accessed 5 August 2010].
Bangladesh Garment Manufacturers and Exporters Association (BGMEA), 2016. Member List. Available from http://www.bgmea.com.bd/member/memberlist [Accessed 20 November 2016].
Bangladesh Garment Manufacturers and Exporters Association (BGMEA), 2016. Trade Information. Available from http://bgmea.com.bd/home/pages/TradeInformation [Accessed 20 November 2016].
Barrett, J., 1986. Why major account selling works. Industrial Marketing Management, 15(1), 63-73.
Battese, G.E. and Coelli, T. J., 1992. Frontier production functions, technical efficiency and panel data: with application to paddy farmers in India. Journal of Productivity Analysis, 3(1-2), 153-169.
Black, K., 2010. Business Statistics for Contemporary Decision Making. 6th ed. USA: John Wiley & Sons.
Blau, P. M., 1964. Exchange and power in social life. USA: Transaction Publishers.
Blomqvist, K., 2002. Partnering in the dynamic environment: The role of trust in asymmetric technology partnership formation. Thesis, (PhD). Lappeenranta University of Technology.
Boles, J., Johnston, W., and Gardner, A., 1999. The selection and organization of national accounts: a North American perspective. Journal of Business & Industrial Marketing, 14(4), 264-282.
Breed, A. G., 2012. Why Asian Garment Factories Remain Dangerous. The Irrawaddy Magazine. Available from http://www.irrawaddy.org/archives/21108. [Accessed 15 December 2012].
Buvik, A., and John, G., 2000. When does vertical coordination improve industrial purchasing relationships? Journal of Marketing, 64(4), 52-64.
Cannon, J. P., and Perreault Jr, W. D., 1999. Buyer-seller relationships in business markets. Journal of Marketing Research, 36(4), 439-460.
Chen, H., and Chen, T. -J. 2002. Asymmetric strategic alliances: A network view. Journal of Business Research, 55(12), 1007−1013.
Coelli, T. J., 1996. A guide to FRONTIER version 4.1: a computer program for stochastic frontier production and cost function estimation, 96(07). pp. 1-32. CEPA working paper.
Cook, K. S., and Emerson, R. M., 1978. Power, equity and commitment in exchange networks. American Sociological Review, 43(5), 721-739.
Cooper, D. R., and Schindler, P. S., 2006. Marketing Research. New York: McGraw-Hill.
Day, G. S., (1994). The capabilities of market-driven organizations. The Journal of Marketing, 58(4), 37-52.
Ford, D., Håkansson, H., and Johanson, J., 1986. How do companies interact? Industrial Marketing & Purchasing, 1(1), 26-40.
Ganesan, S., 1994. Determinants of long-term orientation in buyer-seller relationships. The Journal of Marketing, 58(2), 1-19.
Gounaris, S., and Tzempelikos, N., 2013. Key account management orientation and its implications: A conceptual and empirical examination. Journal of Business-to-Business Marketing, 20(1), 33-50.
Gounaris, S. and Tzempelikos, N., 2014. Relational key account management: Building key account management effectiveness through structural reformations and relationship management skills. Industrial Marketing Management, 43(7), 1110-1123.
Guesalaga, R., and Johnston, W., 2010. What’s next in key account management research? Building the bridge between the academic literature and the practitioners’ priorities. Industrial Marketing Management, 39(7), 1063–1068.
Haider, M. Z., 2007. Competitiveness of the Bangladesh ready-made garment industry in major international markets. Asia-Pacific Trade and Investment Review, 3(1), 3-27.
Haque, S. A., 2010. The Road to Recovery. Forum, 3(9). Available from http://www.thedailystar.net/forum/2010/October/road.htm [Accessed 10 October 2010].
Harro, T., and Blinde, J., 2005. The executive dilemma: Part II-How to conduct an executive-to-executive call that drives value and results for all. Velocity, 7(2), 23–27.
Henderson, R., and Cockburn, I., 1994. Measuring competence? Exploring firm effects in pharmaceutical research. Strategic management journal, 15, 63-63.
Holmlund, M., and Kock, S., 1996. Buyer dominated relationships in a supply chain — A case study of four small-sized suppliers. International Small Business Journal, 33(1), 26−41.
Homburg, C., Giering, A., and Menon, A., 2003. Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business Context. Journal of Business-to-Business Marketing, 10(3), 35-62.
Homburg, C., Workman, J. P., and Jensen, O., 2002. A configurational perspective on key account management. The Journal of Marketing, 66(2), 38-60.
Huq, A., 2006 February, 4. Success one stitch at a time. The daily Star. Available from http://www.thedailystar.net/suppliments/2006/15thanniv/celebrating_bd/celeb_bd10.htm [Accessed 10 October 2010].
Jaworski, B. J., and Kohli, A. K., 1993. Market orientation: antecedents and consequences. The Journal of Marketing, 57(3), 53-70.
Kempeners, M. A., and van der Hart, H. W., 1999. Designing account management organizations. Journal of Business & Industrial Marketing, 14(4), 310-335.
Kim, D., Cavusgil, S. T., and Calantone, R. J., 2006. Information system innovations and supply chain management: channel relationships and firm performance. Journal of the Academy of Marketing Science, 34(1), 40-54.
Koerner, L. V., 2001. The role of senior executive team in major accounts. Velocity, 3, 27–29.
Krejcie, R. and Morgan, D., 1970. Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610.
Lovelock, C. H., 1992. Seeking synergy in service operations: Seven things marketers need to know about service operations, European Management Journal, 10(1), 22-29.
McDonald, M., Rogers, B., and Woodburn, D., 2003. Key customers- How to manage them profitably. UK: Butterworth Heinemann.
McGrath, R. G., MacMillan, I. C., and Venkataraman, S., 1995. Defining and developing competence: A strategic process paradigm. Strategic Management Journal, 16(4), 251-275.
Millman, T., and Wilson, K., 1999. Processual issues in key account management: underpinning the customer-facing organisation. Journal of Business & Industrial Marketing, 14(4), 328-344.
Möller, K., and Törrönen, P., 2003. Business suppliers’ value creation potential. A capability-based analysis. Industrial Marketing Management, 32(2), 109−118.
Moon, M. A., and Armstrong, G. M., 1994. Selling teams: A conceptual framework and research agenda. Journal of Personal Selling & Sales Management, 14(1), 17-30.
Napolitano, L., 1997. Customer-supplier partnering: a strategy whose time has come. Journal of Personal Selling & Sales Management, 17(4), 1-8.
Newbert, S. L., 2007. Empirical research on the resource‐based view of the firm: an assessment and suggestions for future research. Strategic Management Journal, 28(2), 121-146.
Nuruzzaman and Haque, A., 2009. Lead Time Management in the Garment Sector of Bangladesh: An Avenue for Survival and Growth. European Journal of Scientific Research, 33(4), 617-629.
Ojasalo, J., 2001. Key account management at company and individual levels in business-to-business relationships. Journal of Business & Industrial Marketing, 16(3), 199-220.
O’Regan, N., and Ghobadian, A., 2004. The importance of capabilities for strategic direction and performance. Management Decision, 42(2), 292-313.
Pardo, C., 1999. Key account management in the business-to-business field: a French overview. Journal of Business & Industrial Marketing, 14(4), 276-297.
Perry, M. L., Pearce, C. L., and Sims Jr, H. P., 1999. Empowered selling teams: How shared leadership can contribute to selling team outcomes. Journal of Personal Selling & Sales Management, 19(3), 35-51.
Pillai, K. G. and Sharma, A., 2003. Mature relationships: why does relational orientation turn into transaction orientation? Industrial Marketing Management, 32(8), 643– 651.
Rahman, M. M., 2010. Living wage is not just wages. Forum, 3(9). Available from http://www.thedailystar.net/forum/2010/October/living.htm [Accessed 1 October 2012].
Rahman, N. and Mirdha, R.U., 2009. The Garments of Recession. Star Weekend Magazine, 8(64). Available from http://www.thedailystar.net/magazine/2009/04/02/cover.htm [Accessed 4 April 2012].
Ruiz-Ortega, M. J., and García-Villaverde, P. M., 2008. Capabilities and competitive tactics influences on performance: Implications of the moment of entry. Journal of Business Research, 61(4), 332-345.
Ryals, L., 2012. How to succeed at key account management. Harvard Business Review, July 13.
Salojarvi, H., Sainio, L. M., and Tarkiainen, A. 2010. Organizational factors enhancing customer knowledge utilization in the management of key account relationships. Industrial Marketing Management, 39(8), 1395-1402.
Sengupta, S., Krapfel, R. E., and Pusateri, M. A., 1997. Switching costs in key account relationships. Journal of Personal Selling & Sales Management, 17(4), 9-16.
Sharma, A., 2006. Success factors in key accounts. The Journal of Business and Industrial Marketing, 21(3), 141-150.
Sherman, S., Sperry, J., Reese, S., and Reese, S. J., 2003. The seven keys to managing strategic accounts. New York: McGraw-Hill Inc.
Shi, L. H., White, J. C., Zou, S. and Cavusgil, S. T., 2010. Global account management strategies: drivers and outcomes. Journal of International Business Studies, 41(4) 620–638.
Sinkovics, R.R., Kim, D. and Lew, Y.K., 2015. Drivers and performance implications of international key account management capability. International Business Review, 24(4), 543-555.
Sin, L. Y. M., Tse, A. C. B., Yau, O. H. M., Lee, J. S. Y., and Chow, R. P. M., 2002. The effect of relationship marketing orientation on business performance in a service-oriented economy. Journal of Services Marketing, 16(7), 656-676.
Sin, L. Y. M., Tse, A. C. B., Chan, H., Heung, V., and Yim, F. H. K., 2006. The effects of relationship marketing orientation on business performance in the hotel industry. Journal of Hospitality & Tourism Research, 30(4), 407.
Sisco, C. and Wong, J., 2008. Internal alignment: an essential step to establishing sustainable supply chains- a beyond monitoring trends report (Business for Social Responsibility, October). Available from http://www.bsr.org/reports/BSR_Internal_Alignment_Trends_Report.pdf [Accessed 28 October 2012]
Spencer, R., 1999. Key accounts: effectively managing strategic complexity. Journal of Business & Industrial Marketing, 14(4), 291-310.
Thoma, A., 2007. Critical change capabilities for sustaining high-performance SAM programs: results from a global survey. Velocity, 3, 27-30.
Tsai, Y. S. and Chen, J. Y., 2008. The dimensions of key account management in Taiwan it industry: viewpoints of supplier and its key account. Paper presented at the Oxford Business &Economics Conference Program (pp. 1-17). UK: Oxford.
Tzempelikos, N., and Gounaris, S., 2015. Linking key account management practices to performance outcomes. Industrial Marketing Management, 45, 22-34.
Vorhies, D. W. and Morgan, N. A., 2005. Benchmarking marketing capabilities for sustained competitive advantage. Journal of Marketing, 69(1), 80–94.
Wengler, S., Ehret, M., and Saab, S., 2006. Implementation of key account management: who, why, and how? An exploratory study on the current implementation of key account management programs. Industrial Marketing Management, 35(1), 103-112.
Woodburn, D., Holt, S. and McDonald, M., 2004. Key customer profitability: Making money in strategic customer partnerships. The Cranfield Key Account Management Best Practice Club, Cranfield.
Workman, J. P., Homburg, C., and Jensen, O., 2003. Intraorganizational determinants of key account management effectiveness. Journal of the Academy of Marketing Science, 31(1), 3-21.
Wuyts, S., and Geyskens, I., 2005. The formation of buyer–supplier relationships: detailed contract drafting and close partner selection. Journal of Marketing, 69(4), 103–117.
Zupancic, D., 2008. Towards an integrated framework of key account management. Journal of Business & Industrial Marketing, 23(5), 323-331.
Zupancic, D. and Müllner, M., 2008. International Key Account Management in Manufacturing Companies: An Exploratory Approach of Situative Differentiation. Journal of Business-to-Business Marketing, 15(4), 455-75.
Ahmmed, K., and Noor, N. A. M., 2012. Key account management: Towards a multidimensional definition. East Asian Journal of Business Management, 2(1), 5-13.
Atanasova, Y., and Senn, C., 2011. Global customer team design: Dimensions, determinants, and performance outcomes. Industrial Marketing Management, 40(2), 278–289.
Bangladesh Garment Manufacturers and Exporters Association (BGMEA), 2010. Member List. Available from http://www.bgmea.com.bd/member/memberlist. [Accessed 5 August 2010].
Bangladesh Garment Manufacturers and Exporters Association (BGMEA), 2016. Member List. Available from http://www.bgmea.com.bd/member/memberlist [Accessed 20 November 2016].
Bangladesh Garment Manufacturers and Exporters Association (BGMEA), 2016. Trade Information. Available from http://bgmea.com.bd/home/pages/TradeInformation [Accessed 20 November 2016].
Barrett, J., 1986. Why major account selling works. Industrial Marketing Management, 15(1), 63-73.
Battese, G.E. and Coelli, T. J., 1992. Frontier production functions, technical efficiency and panel data: with application to paddy farmers in India. Journal of Productivity Analysis, 3(1-2), 153-169.
Black, K., 2010. Business Statistics for Contemporary Decision Making. 6th ed. USA: John Wiley & Sons.
Blau, P. M., 1964. Exchange and power in social life. USA: Transaction Publishers.
Blomqvist, K., 2002. Partnering in the dynamic environment: The role of trust in asymmetric technology partnership formation. Thesis, (PhD). Lappeenranta University of Technology.
Boles, J., Johnston, W., and Gardner, A., 1999. The selection and organization of national accounts: a North American perspective. Journal of Business & Industrial Marketing, 14(4), 264-282.
Breed, A. G., 2012. Why Asian Garment Factories Remain Dangerous. The Irrawaddy Magazine. Available from http://www.irrawaddy.org/archives/21108. [Accessed 15 December 2012].
Buvik, A., and John, G., 2000. When does vertical coordination improve industrial purchasing relationships? Journal of Marketing, 64(4), 52-64.
Cannon, J. P., and Perreault Jr, W. D., 1999. Buyer-seller relationships in business markets. Journal of Marketing Research, 36(4), 439-460.
Chen, H., and Chen, T. -J. 2002. Asymmetric strategic alliances: A network view. Journal of Business Research, 55(12), 1007−1013.
Coelli, T. J., 1996. A guide to FRONTIER version 4.1: a computer program for stochastic frontier production and cost function estimation, 96(07). pp. 1-32. CEPA working paper.
Cook, K. S., and Emerson, R. M., 1978. Power, equity and commitment in exchange networks. American Sociological Review, 43(5), 721-739.
Cooper, D. R., and Schindler, P. S., 2006. Marketing Research. New York: McGraw-Hill.
Day, G. S., (1994). The capabilities of market-driven organizations. The Journal of Marketing, 58(4), 37-52.
Ford, D., Håkansson, H., and Johanson, J., 1986. How do companies interact? Industrial Marketing & Purchasing, 1(1), 26-40.
Ganesan, S., 1994. Determinants of long-term orientation in buyer-seller relationships. The Journal of Marketing, 58(2), 1-19.
Gounaris, S., and Tzempelikos, N., 2013. Key account management orientation and its implications: A conceptual and empirical examination. Journal of Business-to-Business Marketing, 20(1), 33-50.
Gounaris, S. and Tzempelikos, N., 2014. Relational key account management: Building key account management effectiveness through structural reformations and relationship management skills. Industrial Marketing Management, 43(7), 1110-1123.
Guesalaga, R., and Johnston, W., 2010. What’s next in key account management research? Building the bridge between the academic literature and the practitioners’ priorities. Industrial Marketing Management, 39(7), 1063–1068.
Haider, M. Z., 2007. Competitiveness of the Bangladesh ready-made garment industry in major international markets. Asia-Pacific Trade and Investment Review, 3(1), 3-27.
Haque, S. A., 2010. The Road to Recovery. Forum, 3(9). Available from http://www.thedailystar.net/forum/2010/October/road.htm [Accessed 10 October 2010].
Harro, T., and Blinde, J., 2005. The executive dilemma: Part II-How to conduct an executive-to-executive call that drives value and results for all. Velocity, 7(2), 23–27.
Henderson, R., and Cockburn, I., 1994. Measuring competence? Exploring firm effects in pharmaceutical research. Strategic management journal, 15, 63-63.
Holmlund, M., and Kock, S., 1996. Buyer dominated relationships in a supply chain — A case study of four small-sized suppliers. International Small Business Journal, 33(1), 26−41.
Homburg, C., Giering, A., and Menon, A., 2003. Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business Context. Journal of Business-to-Business Marketing, 10(3), 35-62.
Homburg, C., Workman, J. P., and Jensen, O., 2002. A configurational perspective on key account management. The Journal of Marketing, 66(2), 38-60.
Huq, A., 2006 February, 4. Success one stitch at a time. The daily Star. Available from http://www.thedailystar.net/suppliments/2006/15thanniv/celebrating_bd/celeb_bd10.htm [Accessed 10 October 2010].
Jaworski, B. J., and Kohli, A. K., 1993. Market orientation: antecedents and consequences. The Journal of Marketing, 57(3), 53-70.
Kempeners, M. A., and van der Hart, H. W., 1999. Designing account management organizations. Journal of Business & Industrial Marketing, 14(4), 310-335.
Kim, D., Cavusgil, S. T., and Calantone, R. J., 2006. Information system innovations and supply chain management: channel relationships and firm performance. Journal of the Academy of Marketing Science, 34(1), 40-54.
Koerner, L. V., 2001. The role of senior executive team in major accounts. Velocity, 3, 27–29.
Krejcie, R. and Morgan, D., 1970. Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610.
Lovelock, C. H., 1992. Seeking synergy in service operations: Seven things marketers need to know about service operations, European Management Journal, 10(1), 22-29.
McDonald, M., Rogers, B., and Woodburn, D., 2003. Key customers- How to manage them profitably. UK: Butterworth Heinemann.
McGrath, R. G., MacMillan, I. C., and Venkataraman, S., 1995. Defining and developing competence: A strategic process paradigm. Strategic Management Journal, 16(4), 251-275.
Millman, T., and Wilson, K., 1999. Processual issues in key account management: underpinning the customer-facing organisation. Journal of Business & Industrial Marketing, 14(4), 328-344.
Möller, K., and Törrönen, P., 2003. Business suppliers’ value creation potential. A capability-based analysis. Industrial Marketing Management, 32(2), 109−118.
Moon, M. A., and Armstrong, G. M., 1994. Selling teams: A conceptual framework and research agenda. Journal of Personal Selling & Sales Management, 14(1), 17-30.
Napolitano, L., 1997. Customer-supplier partnering: a strategy whose time has come. Journal of Personal Selling & Sales Management, 17(4), 1-8.
Newbert, S. L., 2007. Empirical research on the resource‐based view of the firm: an assessment and suggestions for future research. Strategic Management Journal, 28(2), 121-146.
Nuruzzaman and Haque, A., 2009. Lead Time Management in the Garment Sector of Bangladesh: An Avenue for Survival and Growth. European Journal of Scientific Research, 33(4), 617-629.
Ojasalo, J., 2001. Key account management at company and individual levels in business-to-business relationships. Journal of Business & Industrial Marketing, 16(3), 199-220.
O’Regan, N., and Ghobadian, A., 2004. The importance of capabilities for strategic direction and performance. Management Decision, 42(2), 292-313.
Pardo, C., 1999. Key account management in the business-to-business field: a French overview. Journal of Business & Industrial Marketing, 14(4), 276-297.
Perry, M. L., Pearce, C. L., and Sims Jr, H. P., 1999. Empowered selling teams: How shared leadership can contribute to selling team outcomes. Journal of Personal Selling & Sales Management, 19(3), 35-51.
Pillai, K. G. and Sharma, A., 2003. Mature relationships: why does relational orientation turn into transaction orientation? Industrial Marketing Management, 32(8), 643– 651.
Rahman, M. M., 2010. Living wage is not just wages. Forum, 3(9). Available from http://www.thedailystar.net/forum/2010/October/living.htm [Accessed 1 October 2012].
Rahman, N. and Mirdha, R.U., 2009. The Garments of Recession. Star Weekend Magazine, 8(64). Available from http://www.thedailystar.net/magazine/2009/04/02/cover.htm [Accessed 4 April 2012].
Ruiz-Ortega, M. J., and García-Villaverde, P. M., 2008. Capabilities and competitive tactics influences on performance: Implications of the moment of entry. Journal of Business Research, 61(4), 332-345.
Ryals, L., 2012. How to succeed at key account management. Harvard Business Review, July 13.
Salojarvi, H., Sainio, L. M., and Tarkiainen, A. 2010. Organizational factors enhancing customer knowledge utilization in the management of key account relationships. Industrial Marketing Management, 39(8), 1395-1402.
Sengupta, S., Krapfel, R. E., and Pusateri, M. A., 1997. Switching costs in key account relationships. Journal of Personal Selling & Sales Management, 17(4), 9-16.
Sharma, A., 2006. Success factors in key accounts. The Journal of Business and Industrial Marketing, 21(3), 141-150.
Sherman, S., Sperry, J., Reese, S., and Reese, S. J., 2003. The seven keys to managing strategic accounts. New York: McGraw-Hill Inc.
Shi, L. H., White, J. C., Zou, S. and Cavusgil, S. T., 2010. Global account management strategies: drivers and outcomes. Journal of International Business Studies, 41(4) 620–638.
Sinkovics, R.R., Kim, D. and Lew, Y.K., 2015. Drivers and performance implications of international key account management capability. International Business Review, 24(4), 543-555.
Sin, L. Y. M., Tse, A. C. B., Yau, O. H. M., Lee, J. S. Y., and Chow, R. P. M., 2002. The effect of relationship marketing orientation on business performance in a service-oriented economy. Journal of Services Marketing, 16(7), 656-676.
Sin, L. Y. M., Tse, A. C. B., Chan, H., Heung, V., and Yim, F. H. K., 2006. The effects of relationship marketing orientation on business performance in the hotel industry. Journal of Hospitality & Tourism Research, 30(4), 407.
Sisco, C. and Wong, J., 2008. Internal alignment: an essential step to establishing sustainable supply chains- a beyond monitoring trends report (Business for Social Responsibility, October). Available from http://www.bsr.org/reports/BSR_Internal_Alignment_Trends_Report.pdf [Accessed 28 October 2012]
Spencer, R., 1999. Key accounts: effectively managing strategic complexity. Journal of Business & Industrial Marketing, 14(4), 291-310.
Thoma, A., 2007. Critical change capabilities for sustaining high-performance SAM programs: results from a global survey. Velocity, 3, 27-30.
Tsai, Y. S. and Chen, J. Y., 2008. The dimensions of key account management in Taiwan it industry: viewpoints of supplier and its key account. Paper presented at the Oxford Business &Economics Conference Program (pp. 1-17). UK: Oxford.
Tzempelikos, N., and Gounaris, S., 2015. Linking key account management practices to performance outcomes. Industrial Marketing Management, 45, 22-34.
Vorhies, D. W. and Morgan, N. A., 2005. Benchmarking marketing capabilities for sustained competitive advantage. Journal of Marketing, 69(1), 80–94.
Wengler, S., Ehret, M., and Saab, S., 2006. Implementation of key account management: who, why, and how? An exploratory study on the current implementation of key account management programs. Industrial Marketing Management, 35(1), 103-112.
Woodburn, D., Holt, S. and McDonald, M., 2004. Key customer profitability: Making money in strategic customer partnerships. The Cranfield Key Account Management Best Practice Club, Cranfield.
Workman, J. P., Homburg, C., and Jensen, O., 2003. Intraorganizational determinants of key account management effectiveness. Journal of the Academy of Marketing Science, 31(1), 3-21.
Wuyts, S., and Geyskens, I., 2005. The formation of buyer–supplier relationships: detailed contract drafting and close partner selection. Journal of Marketing, 69(4), 103–117.
Zupancic, D., 2008. Towards an integrated framework of key account management. Journal of Business & Industrial Marketing, 23(5), 323-331.
Zupancic, D. and Müllner, M., 2008. International Key Account Management in Manufacturing Companies: An Exploratory Approach of Situative Differentiation. Journal of Business-to-Business Marketing, 15(4), 455-75.
Issue
Section
Articles
Authors retain copyright of its works. Management Letters/Cuadernos de Gestión publications are licensed under Creative Commons license CC-BY-NC-ND, granting open access rights to society.
Specifically, CC-BY-NC-ND license permits any kind of use, distribution, publicize and copy the article, as long as the original author and source are properly recognized and for Non Commercial purposes.
The author can use the article freely always indicating that it has been published in Management Letters/Cuadernos de Gestión. Any re-edition of the article must be approved by the journal editorial team.