Browsing by Author "Sun, Liang"

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    The capabilities for implementing key account management: a systematic review
    (American Marketing Association, 2022-06-11) Sun, Liang; Marcos Cuevas, Javier; Prior, Daniel
    Purpose – To identify the capabilities that facilitate KAM Implementation Design/methodology/approach –A systematic review of 90 studies published from 1990 through to 2021 is conducted. A descriptive analysis and a thematic synthesis are presented. Findings – The paper draws a distinction between KAM formulation and implementation. A framework is developed that classifies the resources and capabilities as tangible and intangible resources, operational, relational, and dynamic capabilities. Originality/value –This study refines previous classifications of tangible and intangible KAM resources and identifies relational capabilities as uniquely related to KAM implementation.