Developing a strategic framework of key account performance

References

• Achrol , R. 1991 . Evolution of the marketing organization: New forms for turbulent environments . Journal of Marketing , 55 ( 4 ) : 77 – 93 .
   Web of Science ®Google Scholar
• Anderson , E.W. , Fornell , C. and Lehmann , D.R. 1994 . Customer satisfaction, market share, and profitability: Findings from Sweden . Journal of Marketing , 58 ( July ) : 53 – 66 .
   Web of Science ®Google Scholar
• Anderson , J.C. 1995 . Relationships in business markets: Exchange episodes, value creation and their empirical assessment . Journal of the Academy of Marketing Science , 23 ( Fall ) : 346 – 350 .
   Google Scholar
• Anderson , J.C. and Narus , J.A. 1990 . A model of distributor firm and manufacturer firm working partnerships . Journal of Marketing , 54 ( January ) : 42 – 58 .
   Web of Science ®Google Scholar
• Belch , G. and Belch , M. 2009 . Advertising and promotion: An integrated marketing communications perspective , New York : McGraw-Hill/Irwin .
   Google Scholar
• Berry , L.L. 1995 . Relationship marketing of services: Growing interest, emerging perspectives . Journal of the Academy of Marketing Science , 23 ( 4 ) : 236 – 245 .
   Google Scholar
• Boles , J.S. , Barksdale , H.C. Jr and Johnson , J.T. 1996 . What national account decision makers would tell salespeople about building relationships . Journal of Business and Industrial Marketing , 11 ( 2 ) : 6 – 19 .
   Google Scholar
• Cannon , J.P. and Homburg , C. 2001 . Buyer–supplier relationships and customer firm costs . Journal of Marketing , 65 ( January ) : 29 – 43 .
   Google Scholar
• Cooper , R. and Kaplan , R.C. 1991 . Profit priorities from ABC . Harvard Business Review , 69 ( 3 ) : 130 – 134 .
   Web of Science ®Google Scholar
• DelVecchio , D. 2000 . Moving beyond fit: The role of brand portfolio characteristics in consumer evaluations of brand reliability . Journal of Product and Brand Management , 9 ( 7 ) : 457 – 471 .
   Google Scholar
• Dishman , P. and Nitse , P.S. 1998 . National accounts revisited: New lessons from recent investigations . Industrial Marketing Management , 27 ( January ) : 1 – 9 .
   Google Scholar
• Dwyer , R.F. , Schurr , P.H. and Oh , S. 1987 . Developing buyer–seller relationships . Journal of Marketing , 51 ( April ) : 11 – 27 .
   Web of Science ®Google Scholar
• Fornell , C.G. 1992 . A national customer satisfaction barometer: The Swedish experience . Journal of Marketing , 56 ( January ) : 6 – 21 .
   Web of Science ®Google Scholar
• Gundlach , G.T. , Achrol , R.S. and Mentzer , J.T. 1995 . The structure of commitment . Journal of Marketing , 59 ( January ) : 78 – 92 .
   Web of Science ®Google Scholar
• Homburg , C. , Workman , J.P. Jr and Jensen , O. 2000 . Fundamental changes in marketing organization: The movement toward a customer-focused organizational structure . Journal of the Academy of Marketing Science , 28 ( 4 ) : 459 – 478 .
   Web of Science ®Google Scholar
• Homburg , C. , Workman , J.P. Jr and Jensen , O. 2002 . A configurational perspective on key account management . Journal of Marketing , 66 ( April ) : 38 – 60 .
   Google Scholar
• Hrebiniak , L.G. 1974 . Effects of job level and participation on employee attitudes and perceptions of influence . Academy of Management Journal , 17 ( 4 ) : 649 – 662 .
   Web of Science ®Google Scholar
• Jones , E. , Brown , S.P. , Zoltners , A.A. and Weitz , B.A. 2005 . The changing environment of selling and sales management . Journal of Personal Selling and Sales Management , 25 ( 2 ) : 105 – 111 .
   Google Scholar
• Keller , K.L. 2008 . Strategic brand management: Building, measuring, and managing brand equity , New York : Prentice-Hall .
   Google Scholar
• Kuratko , D.F. , Montagno , R.V. and Hornsby , J.S. 1990 . Developing an intrapreneurial assessment instrument for an effective corporate entrepreneurial environment . Strategic Management Journal , 11 ( Summer ) : 49 – 58 .
   Google Scholar
• Leigh , T.W. and Marshall , G.W. 2001 . Research priorities in sales strategy and performance . Journal of Personal Selling and Sales Management , 21 ( 2 ) : 83 – 94 .
   Google Scholar
• Lemon , K.N. , Rust , R.T. and Zeithaml , V.A. 2001 . What drives customer equity? . Marketing Management , 10 ( Spring ) : 20 – 25 .
   Google Scholar
• Montgomery , D.B. and Yip , G.S. 2000 . The challenge of global customer management . Marketing Management , 9 ( 4 ) : 22 – 29 .
   Google Scholar
• Moorman , C. , Deshpande , R. and Zaltman , G. 1993 . Factors affecting trust in market research relationships . Journal of Marketing , 57 ( January ) : 81 – 101 .
   Web of Science ®Google Scholar
• Moorman , C. , Zaltman , G. and Deshpande , R. 1992 . Relationships between providers and users of marketing research: The dynamics of trust within and between organizations . Journal of Marketing Research , 29 ( August ) : 314 – 329 .
   Web of Science ®Google Scholar
• Morgan , R.M. and Hunt , S.D. 1994 . The commitment–trust theory of relationship marketing . Journal of Marketing , 58 ( July ) : 20 – 38 .
   Web of Science ®Google Scholar
• Napolitano , L. 1997 . Customer–supplier partnering: A strategy whose time has come . Journal of Personal Selling & Sales Management , 17 ( 4 ) : 1 – 8 .
   Google Scholar
• Niraj , R. , Gupta , M. and Narasimhan , C. 2001 . Customer profitability in a supply chain . Journal of Marketing , 65 ( July ) : 1 – 16 .
   Web of Science ®Google Scholar
• Noble , S.M. and Phillips , J. 2004 . Relationship hindrance: Why would consumers not want a relationship with a retailer? . Journal of Retailing , 80 ( 4 ) : 289 – 303 .
   Web of Science ®Google Scholar
• Palmatier , R.W. , Dant , R.P. and Grewal , D. 2007 . A comparative longitudinal analysis of theoretical perspectives of interorganizational relationship performance . Journal of Marketing , 71 ( 4 ) : 172 – 194 .
   Web of Science ®Google Scholar
• Piercy , N.F. and Lane , N. 2003 . Transformation of the traditional sales force: Imperatives for intelligence, interface and integration . Journal of Marketing Management , 19 ( 5–6 ) : 563 – 582 .
   Google Scholar
• Reichheld , F.F. 1996 . The loyalty effect: The hidden force behind growth, profits, and lasting value , Cambridge, MA : Harvard Business School Press .
   Google Scholar
• Reichheld , F.F. and Sasser , E.W. 1990 . Zero defections: Quality comes to services . Harvard Business Review , 68 ( September/October ) : 105 – 111 .
   PubMed Web of Science ®Google Scholar
• Reichheld , F.F. and Teal , T. 1996 . The loyalty effect , Boston, MA : Harvard Business School Press .
   Google Scholar
• Reinartz , W.J. and Kumar , V. 2000 . On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing . Journal of Marketing , 64 ( October ) : 17 – 35 .
   Web of Science ®Google Scholar
• Rust , R.T. , Lemon , K.N. and Zeithaml , V.A. 2001 . Where should the next marketing dollar go? . Marketing Management , 10 ( 3 ) : 25 – 28 .
   Google Scholar
• Rust , R.T. , Lemon , K.N. and Zeithaml , V.A. 2004 . Return on marketing: Using customer equity to focus marketing strategy . Journal of Marketing , 68 ( January ) : 109 – 127 .
   Web of Science ®Google Scholar
• Rust , R.T. , Zeithaml , V.A. and Lemon , K.N. 2000 . Driving customer equity: How customer lifetime value is reshaping corporate strategy , New York : The Free Press .
   Google Scholar
• Ryals , L.J. 2005 . Making customer relationship management work: The measurement and profitable management of customer relationships . Journal of Marketing , 69 ( 4 ) : 252 – 261 .
   Web of Science ®Google Scholar
• Ryals , L.J. 2006 . Profitable relationships with key customers: How suppliers manage pricing and customer risk . Journal of Strategic Marketing , 14 ( 2 ) : 101 – 113 .
   Google Scholar
• Ryals , L.J. and Holt , S. 2007 . Creating and capturing value in KAM relationships . Journal of Strategic Marketing , 15 ( 4 ) : 403 – 420 .
   Google Scholar
• Ryals , L.J. and Rogers , B. 2007 . Key account planning: Benefits, barriers and best practice . Journal of Strategic Marketing , 15 ( 2–3 ) : 209 – 222 .
   Google Scholar
• Schultz , R.J. and Evans , K. 2002 . Strategic collaborative communication by key account representatives . Journal of Personal Selling & Sales Management , 22 ( 1 ) : 23 – 31 .
   Google Scholar
• Sengupta , S. , Krapfel , R.E. and Pusateri , M.A. 1997a . The strategic sales force . Marketing Management , 6 ( Summer ) : 29 – 34 .
   Google Scholar
• Sengupta , S. , Krapfel , R.E. and Pusateri , M.A. 1997b . Switching costs in key account relationships . Journal of Personal Selling & Sales Management , 17 ( 4 ) : 9 – 16 .
   Google Scholar
• Sengupta , S. , Krapfel , R.E. and Pusateri , M.A. 2000 . An empirical investigation of key account salesperson effectiveness . Journal of Personal Selling & Sales Management , 20 ( 4 ) : 253 – 261 .
   Google Scholar
• Shapiro , B.P. and Moriarty , R.T. 1980 . National account management. Marketing Science Institute working paper no. 80-104 , Cambridge, MA : Marketing Science Institute .
   Google Scholar
• Shapiro , B.P. and Moriarty , R.T. 1984 . Organizing the national account force. Marketing Science Institute working paper no. 84-101 , Cambridge, MA : Marketing Science Institute .
   Google Scholar
• Sheth , J.N. and Parvatiyar , A. 1995 . Relationship in consumer markets: Antecedents and consequences . Journal of the Academy of Marketing Science , 23 ( 4 ) : 255 – 271 .
   Google Scholar
• Smith , J.B. and Barclay , D.W. 1997 . The effect of organizational differences and trust on the effectiveness of selling relationships . Journal of Marketing , 61 ( January ) : 3 – 21 .
   Web of Science ®Google Scholar
• Van Raaij , E.M. , Vernooij , J.J.A. and van Triest , S. 2003 . The implementation of customer profitability analysis: A case study . Industrial Marketing Management , 32 ( 7 ) : 573 – 583 .
   Web of Science ®Google Scholar
• Vogel , V. , Evanschitzky , H. and Ramaseshan , B. 2008 . Customer equity drivers and future sales . Journal of Marketing , 72 ( November ) : 98 – 108 .
   Google Scholar
• Workman , J.P. Jr , Homburg , C. and Jensen , O. 2003 . Intraorganizational determinants of key account management effectiveness . Journal of the Academy of Marketing Science , 31 ( 1 ) : 3 – 21 .
   Web of Science ®Google Scholar
• Wotruba , T.R. and Castleberry , S.B. 1993 . Job analysis and hiring practices for national account marketing positions . Journal of Personal Selling & Sales Management , 13 ( 3 ) : 49 – 65 .
   Google Scholar
• Zeithaml , V.A. 1988 . Consumer perceptions of price, quality, and value: A means–end model and synthesis of evidence . Journal of Marketing , 52 ( July ) : 2 – 22 .
   Web of Science ®Google Scholar