바로가기메뉴

본문 바로가기 주메뉴 바로가기

ACOMS+ 및 학술지 리포지터리 설명회

  • 한국과학기술정보연구원(KISTI) 서울분원 대회의실(별관 3층)
  • 2024년 07월 03일(수) 13:30
사전등록 바로가기
 

logo

  • P-ISSN1738-3110
  • E-ISSN2093-7717
  • SCOPUS, ESCI

ISSN : 1738-3110

논문 상세

이전 다음
선공개 논문 논문 투고

Vol.14 No.9

Citation Share

Key Account Management in Business-to-Business Relationship: Identifying Top K Persuaders Using Singular Value Decomposition

Key Account Management in Business-to-Business Relationship: Identifying Top K Persuaders Using Singular Value Decomposition

The Journal of Distribution Science(JDS) / The Journal of Distribution Science, (P)1738-3110; (E)2093-7717
2016, v.14 no.9, pp.15-24
https://doi.org/https://doi.org/10.15722/jds.14.9.201609.15
Ahmmed, Kawsar (School of Business and Economics, United International University)
Noor, Nor Azila Mohd (Othman Yeop Abdullah Graduate School of Business, University Utara Malaysia)
Ahmmed, Kawsar, & Noor, Nor Azila Mohd. (2016). Key Account Management in Business-to-Business Relationship: Identifying Top K Persuaders Using Singular Value Decomposition. The Journal of Distribution Science(JDS), 14(9), 15-24, https://doi.org/https://doi.org/10.15722/jds.14.9.201609.15

Abstract

Purpose - Key account management is a supplier company initiated relational approach that has received great attention from both academics and practitioners manifested in the business-to-business relationship literatures. However, there is widespread debate and contention on what should be the underlying theoretical base for defining this vital part of relationship marketing. With the insights from the social exchange theory, present paper explores how social exchange affects the dynamic nature of key account management relationship at the organizational level. Research design, data, and methodology - The paper follows a comprehensive review approach to examine the relationship between social exchange theory and key account management approach. Conceptual arguments and findings are assessed across studies with the main objective of showing how social exchange theory develops the governance mechanism in maintaining the key account relationship. Results - Since relational norm is considered as a glue for the maintenance of buyer-seller relationship in social exchange theory, factors develop the non-contractual governance mechanism 'relationship' in business-to-business relationship and this norm replaces or supplements more formal governance mechanisms such as contracts are explored. Conclusions - This paper advances central relational norm to manage the company's most important key customers and demonstrates how this norm can be developed in buyer-seller key account relationship. Implications from this new perspective are forwarded.

keywords
Key Account Management, Business-to-Business Relationship, Social Exchange Theory, Relational Norm, Opportunism

참고문헌

1.

Ahmmed, K., & Noor, N. A. M. (2012). Key account management: towards a multidimensional definition. East Asian Journal of Business Management, 2(1), 5-13.

2.

Andaleeb, S. S. (1995). Dependence relations and the moderating role of trust: implications for behavioral intentions in marketing channels. International Journal of Research in Marketing, 12(2), 157-172.

3.

Anderson, J. C., & Narus, J. A. (1984). A model of the distributor's perspective of distributor-manufacturer working relationships. The journal of marketing, 48(4), 62-74.

4.

Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1), 42-58.

5.

Anderson, E., & Weitz, B. (1989). Determinants of continuity in conventional industrial channel dyads. Marketing science, 8(4), 310-323.

6.

Bagozzi, R. P. (1975). Marketing as exchange. The Journal of Marketing, 39(4), 32-39.

7.

Belaya, V., Gagalyuk, T., & Hanf, J. (2009). Measuring asymmetrical power distribution in supply chain networks: what is the appropriate method? Journal of Relationship Marketing, 8(2), 165-193.

8.

Berry, L. L., & Parasuraman, A. (1991). Marketing Services:Competing through Quality. New York, NY: Free Press.

9.

Blau, P. M. (1964). Exchange and power in social life. Piscataway, NJ: Transaction Publishers.

10.

Blau, P. M. (1968). The Hierarchy of authority in organizations. American Journal of Sociology, 73(4), 453-467.

11.

Brehmer, P. O., & Rehme, J. (2009). Proactive and reactive:drivers for key account management programmes. European Journal of Marketing, 43(7/8), 961-984.

12.

Burki, U., & Buvik, A. (2010). Do relationship history and norms matter in overcoming inter-organisational difficulties in the procurement function?. International Journal of Procurement Management, 3(3), 279-291.

13.

Buvik, A., & Haugland, S. A. (2005). The allocation of specific assets, relationship duration, and contractual coordination in buyer-seller relationships. Scandinavian Journal of Management, 21(1), 41-60.

14.

Casciaro, T., & Piskorski, M. J. (2005). Power imbalance, mutual dependence, and constraint absorption: a closer look at resource dependence theory. Administrative Science Quarterly, 50(2), 167-199.

15.

Choi, T. Y., & Hartley, J. L. (1996). An exploration of supplier selection practices across the supply chain. Journal of Operations Management, 14(4), 333–343.

16.

Chris, F., & Graham, H. (2007). Relationship and Marketing Communication. Journal of relationship marketing, published by financial time's Prentice-Hall. Available on line: From Wikipedia.

17.

Cook, K. S. (1977). Exchange and power in networks of interorganizational relations. The Sociological Quarterly, 18(1), 62-82.

18.

Cook, K. (2000). Charting futures for sociology: structure and action. Contemporary Sociology: A Journal of Reviews, 29(5), 685-692.

19.

Cook, K. S., & Emerson, R. M. (1978). Power, equity and commitment in exchange networks. American Sociological Review, 43(5), 721-739.

20.

Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: an interdisciplinary review. Journal of Management, 31(6), 874-900.

21.

Dahl, R. A. (1957). A Field Theoretical Conception of Power. In Dorwin Cartwright (ed.). Studies in Social Power, Ann Arbor: University of Michigan Press.

22.

Dorsch, M. J., Swanson, S. R., & Kelley, S. W. (1998). The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26(2), 128-42.

23.

Dwyer, F., Schurr, P. S., & Oh, S. (1987). Developing the buyer-seller relationship. Journal of Marketing, 51(2), 11-27.

24.

Dwyer, F. R., & Tanner, J. F. Jr. (2002). Business Marketing: Connecting Strategy, Relationships and Learning (2nd ed.). New York: McGraw-Hill.

25.

Emerson, R. M. (1962). Power-Dependence Relations. American Sociological Review, 27(1), 31–41.

26.

Fischer, E., & J. Bristor (1994). A feminist poststructuralist analysis of the rhetoric of marketing relationships. International Journal of Research in Marketing, 11(4), 317–331.

27.

Foster, B. D., & Cadogan, J. W. (2000). Relationship selling and customer loyalty: an empirical investigation. Marketing Intelligence & Planning, 18(4), 185-199.

28.

Frazier, G, L. (1983). Interorganizational exchange behavior in marketing channels: A broadened perspective. Journal of Marketing, 47(4), 68-78.

29.

French, J. R. P., & Raven, B. (1959). The Bases of Social Power in Studies. In Dorwin Cartwright (ed.). Social Power, Ann Arbor: University of Michigan Press.

30.

Friedkin, N, E. (1986). A formal theory of social power. Journal of Mathematical Sociology, 12(2), 103-126.

31.

Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. The Journal of Marketing, 58(2), 1-19.

32.

Gaski, J. F. (1984). The theory of power and conflict in channels of distribution. Journal of Marketing 48(3), 9–29.

33.

Goetz, C. J., & Scott, R. E. (1981). Principles of Relational Contract. Virginia Law Review, 67(6), 1089-1150.

34.

Gosselin, D. P., & Bauwen, G. A. (2006). Strategic account management: customer value creation through customer alignment. Journal of Business & Industrial Marketing, 21(6), 376-385.

35.

Griffith, D. A., Harvey, M. G., & Lusch, R. F. (2006). Social exchange in supply chain relationships: The resulting benefits of procedural and distributive justice. Journal of Operations Management, 24(2), 85–98.

36.

Gummesson, E. (2008). Customer centricity: reality or a wild goose chase?. European Business Review, 20(4), 315-330.

37.

Gundlach, G. T., & Murphy, P. E. (1993). Ethical and legal foundations of relational marketing exchanges. The Journal of Marketing, 57(4), 35-46.

38.

Heide, J. B., & John, G. (1988). The role of dependence balancing in safeguarding transaction-specific assets in conventional channels. The Journal of Marketing, 52(1), 20-35.

39.

Heide, J. B., & John, G. (1990). Alliances in industrial purchasing: the determinants of joint action in buyer-supplier relationships. Journal of Marketing Research, 27(1), pp. 24-36.

40.

Heide, J. B., & John, G. (1992). Do norms matter in marketing relationships?. The Journal of Marketing, 56(2), 32-44.

41.

Hill, C. W. L. (1990). Cooperation, opportunism, and the invisible hand: implications for Transaction Cost Theory. Academy of Management Review, 15(3), 500-513.

42.

Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 63(6), 597-606.

43.

Homans, G. C. (1961). Social behavior: Its elementary forms. New York: Harcourt Brace.

44.

Homburg, C., Giering, A., & 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.

45.

Hunt, S. D. (1983). General theories and the fundamental explananda of marketing. Journal of Marketing, 47(4), 9-17.

46.

Hunt, S. D., Nina, M. R., & Van R. W. (1985). Behavioral dimensions of channels of distribution: review and synthesis. Journal of the Academy of Marketing Science, 13(2), 1-24.

47.

John, G. (1984). An empirical investigation of some antecedents of opportunism in marketing channel. Journal of Marketing Research, 21(3), 278-89.

48.

Johnston, D. A., McCutcheon, D. M., Stuart, F. I., & Kerwood, H. (2004). Effects of supplier trust on performance of cooperative supplier relationships. Journal of Operations Management, 22(1), 23–38.

49.

Lambe, C. J., Wittmann, C. M., & Spekman, R. E. (2001). Social exchange theory and research on business-to-business relational exchange. Journal of Business-to-Business Marketing, 8(3), 1-36.

50.

Lee, J. W. C., Mohamad, O., & Ramayah, T. (2010). Outsourcing: is the social exchange theory still relevant in developing countries?. Journal of Research in Interactive Marketing, 4(4), 316-345.

51.

Levine, S., & White, P. E. (1961). Exchange as a conceptual framework for the study of interorganizational relationships. Administrative Science Quarterly, 5(4), 583-601.

52.

MacNeil, I. R. (1980). The New Social Contract. New Haven, CT: Yale University Press.

53.

McDonald, M., Millman, T., & Rogers, B. (1997). Key account management: theory, practice and challenges. Journal of Marketing Management, 13(8), 737-757.

54.

Millman, T., & Wilson, K. (1995). From key account selling to key account management. Journal of Marketing Practice: Applied Marketing Science, 1(1), 9-21.

55.

Mills, J., & Clark, M. S. (1982). Exchange and communal relationships. Review of Personality and Social Psychology, 3, 121-144.

56.

Montgomery, D. B., Yip, G. S., & Villalonga, B. (1999). Demand for and use of global account management. MSI report no. 99-115, Cambridge, MA.: Marketing Science Institute.

57.

Moore, K. R., & Cunningham, W. A. III (1999). Social exchange behaviour in logistics relationships: a shipper perspective. International Journal of Physical Distribution & Logistics Management, 29(2), 103-21.

58.

Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.

59.

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.

60.

Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis. Journal of Marketing, 70(4), 136–153.

61.

Pillai, K. G., & Sharma, A. (2003). Mature relationships: why does relational orientation turn into transaction orientation?. Industrial Marketing Management, 32(8), 643– 651.

62.

Piskorski, M. J., & Casciaro, T. (2004). When more power makes actors worse off: Turning a profit in the American economy. Working paper. Graduate School of Business, Stanford University.

63.

Porter, M. E. (1985). Competitive Advantage. New York:Free Press.

64.

Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of Marketing, 37(1/2), 169-96.

65.

Rodríguez, C. M., & Wilson, D. T. (2002). Relationship bonding and trust as a foundation for commitment in US-Mexican strategic alliances: A structural equation modeling approach. Journal of International Marketing, 10(4), 53-76.

66.

Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: a cross-discipline view of trust. Academy of Management Review 23(3), 393–404.

67.

Smith, B. D. (2009). Myth, reality and requirements in pharmaceutical Key Account Management. Journal of Medical Marketing, 9(2), 89-95.

68.

Spekman, R. E., Salmond, D. J., & Lambe, C. J. (1997). Consensus and collaboration: norm-regulated behaviour in industrial marketing relationships. European Journal of Marketing, 31(11/12), 832-856.

69.

Stolte, J. F., Fine, G. A., & Cook, K. S. (2001). Sociological miniaturism: seeing the big through the small in social psychology. Annual Review of Sociology, 27(1), 387-413.

70.

Thibaut, J. W., & Kelley, H. H. (1959). The Social Psychology of Groups. New York: John Wiley.

71.

Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality. European Journal of Marketing, 40(3/4), 311-327.

72.

Ural, T. (2007). The antecedents and consequences of relationship quality according to stages of the relationship between exporters and importers. Problems and Perspectives in Management, 5(3), 111-130.

73.

Van de Ven, Andrew, H., & Walker, G. (1984). The Dynamics of Interorganizational Coordination. Administrative Science Quarterly, 29(4), 598-621.

74.

Weiss, A. M., & Kurland, N. (1997). Holding distribution channel relationships together: The role of transaction-specific assets and length of prior relationship. Organization Science, 8(6), 612-623.

75.

Whitmeyer, J. M. (2001). Measuring power in exchange networks. Sociological Perspectives, 44(2), 141–162.

76.

Williamson, O. E. (1979). Transaction-cost economics: the governance of contractual relations. Journal of Law &Economics, 22(2), 233-60.

77.

Williamson, O. E. (1981). The economics of organization: the transaction cost approach. American Journal of Sociology, 87(3), 548-577.

78.

Wilson, D. T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), 335-345.

79.

Wong, P. S. P., & Cheung, S. O. (2005). Structural equation model of trust and partnering success. Journal of Management in Engineering, 21(2), 70-80.

80.

Wong, A., & Sohal, A. (2002). An examination of the relationship between trust, commitment and relationship quality. International Journal of Retail &Distribution Management, 30(1), 34-50.

81.

Workman, J. P., Homburg, C., & Jensen, O. (2003). Intraorganizational determinants of key account management effectiveness. Journal of the Academy of Marketing Science, 31(1), 3-21.

82.

Wulf, K. D., & Odekerken-Schröder, G. (2001). A critical review of theories underlying relationship marketing in the context of explaining consumer relationships. Journal for the Theory of Social Behaviour, 31(1), 73-101.

83.

Zafirovski, M. (2003). Some amendments to social exchange theory: a sociological perspective. Theory and Science, 4(2), 1-22.

84.

Zupancic, D. (2008). Towards an integrated framework of key account management. Journal of Business &Industrial Marketing, 23(5), 323-331.

The Journal of Distribution Science(JDS)

선공개 논문 논문 투고 OA 정책