The capabilities for implementing key account management: a systematic review
Date
2022-06-11
Supervisor/s
Journal Title
Journal ISSN
Volume Title
Publisher
American Marketing Association
Department
Type
Conference paper
ISSN
2510-733X
Format
Free to read from
Citation
Sun L, Marcos-Cuevas J, Prior D. (2022) The capabilities for implementing key account management: a systematic review. In: GSSI 2022; Creating Value for Customers and Companies in a Changing World, 8-11 June 2022, Franfurt, Germany
Abstract
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.
Description
Software Description
Software Language
Github
Keywords
Key account management, Resource-based view, Dynamic capabilities
DOI
Rights
Attribution-NonCommercial 4.0 International