The emergence of various approaches in relationship marketing has transformed business
marketing practices in managing strategic clients. In this direction, firms have embraced Key …

Key account management (KAM) supports the profitability and financial sustainability of firms
in business-to-business markets. It also attracts considerable academic research. However …

An increasing number of companies select strategic customers, who are then treated
differently from standard customers. Thus, the customer-facing function has been divided …

Firms manage numerous inter-organizational relationships. Key account management
(KAM) is a concept used to manage a specific subset of these relationships, ie a supplier …

This study explores and describes i) the nature of knowledge exchange processes at the
frontline employee (FLE) level and ii) how FLE sensemaking processes affect buyer firm …

In many academic disciplines, including psychology, sociology, and management studies,
there is broad interest in gender issues. But does this hold true for the literature on key …

Purpose This paper highlights the suitability, application and fruitful opportunities for
ethnographic methodologies in contemporary B2B service research. Design/methodology …

Customer participation (CP) is often attractive to suppliers. CP can reduce the burden of
service delivery for the supplier while also improving customer satisfaction. However …

Purpose The purpose of this paper is to investigate the influence of social capital and
relationship quality on key account management (KAM) effectiveness. Design/methodology …

Formalization is both an important design factor of key account management (KAM) systems
and a key concept in research on KAM. However, extant research has provided …