Which resources and capabilities underpin strategic key account management?

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Abstract

Key account management (KAM) supports the profitability and financial sustainability of firms in business-to-business markets. It also attracts considerable academic research. However, KAM research remains largely atheoretical and lacking in conceptual foundations. This paper argues for an organizational-level, resource-based view of KAM. Using a systematic approach, the authors review the KAM literature to identify the critical resources and capabilities that underpin strategic KAM. The analysis synthesizes and integrates previous research on KAM applying a resource-based lens to reveal that strategic KAM comprises complex portfolios of resources and capabilities that constitute a source of competitive advantage. The authors discuss the theoretical and practical implications of this unique view of KAM and identify directions for further research.

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Guesalaga, R., Gabrielsson, M., Rogers, B., Ryals, L., & Marcos Cuevas, J. (2018, November 1). Which resources and capabilities underpin strategic key account management? Industrial Marketing Management. Elsevier Inc. https://doi.org/10.1016/j.indmarman.2018.05.006

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