• Asian Journal of Business Environment
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• v.2 no.1
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• pp.5-13
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• 2012

The aim of this paper is to propose an integrative definition of key account management (KAM) at the organizational level through a content analysis of the existing definitions of KAM available in the business literatures. A representative pool of definitions of key account management was generated through literature review from twenty three journals that covers the divergence of name variety like global account management, strategic account management, national account management, international key account management, key client management, major account management, key customers management and key account management. Relating to the definition of key account management various attributes are identified through content analysis and according to the relevance, profile for each attributes are developed. On the basis of these attributes a diagrammatic and textual definition is proposed that covers the different standpoints and aspects of key account management approach and captures its essence as well. Eventually, several strategic implications are derived that create the field for further empirical investigation.

• The Journal of Economics, Marketing and Management
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• v.2 no.1
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• pp.1-17
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• 2014

In today's highly competitive and fast changing business environment, key account management-a supplier company initiated relationship marketing approach targeted at the most important customers to solve their complex requirements with special treatment that eventually ensures both parties' financial and nonfinancial objectives- has regarded as a strategic weapon of many companies' sales efforts to manage their strategically important customers. On the basis of the existing studies, this research introduces a theoretical model highlighting the hypothetical relationship between key account management performance and repeat order. In addition, moderating effect of length of relationship on the relationship between key account management performance and repeat order is also introduced. We theorize the conditions under which key account management performance influences key customer repeat order behavior as well as the influence of moderating variable of length of relationship on key account management performance-repeat order relationship. Theoretical and managerial implications are provided along with suggestions to isolate a platform for future empirical research.

• Asia-Pacific Journal of Business
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• v.4 no.1
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• pp.15-24
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• 2013

This paper traces the issue of key account management success which has regarded as a pressing concern of many companies' sales efforts at the organizational business-to-business context. Based on the extensive review of extant literatures, we introduced a theoretical framework that covers the antecedents and consequence of key account management success. We theorized the conditions under which organizational and relational factors influence the success of key account management approach. We endeavor to develop research propositions for each construct and provide necessary suggestions to isolate a platform for future empirical research. Beyond this span, an improved understanding from this framework will help developing policies for successful key account management approach.

• The Journal of Asian Finance, Economics and Business
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• v.5 no.4
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• pp.57-65
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• 2018

With the paramount importance of key account management in business-to-business relationship, today companies are using this approach as a strategic weapon in their selling efforts targeted at the most important customers to solve their complex requirements with special treatment that eventually ensures both parties' financial and nonfinancial objectives. The aim of this paper is to investigate the level of key account management performance among the export-oriented readymade garments companies in Bangladesh with regards to company's experience in business, size of the company and key account serving capacity of the company. Using a questionnaire, data from 112 readymade garments companies in Bangladesh were collected and analyzed using descriptive analysis and ANOVA to test the level of key account management performance. Results show that the level of key account management performance by the garments companies did not vary by the company's experience in business and size of the company respectively. In contrast, the level of key account management performance was found to be different concerning high, medium, and low customer service capacity. Apparently, companies with big number of customers show better performance than companies with small number of customer. Implications for this study are discussed along with suggestions for future research avenues.

• Journal of Distribution Science
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• v.12 no.11
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• pp.5-13
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• 2014

Purpose - This study traces the determinants of key account management performance in the garments industry in Bangladesh. The key account management approach involves significant challenges for marketers to manage their strategically important customers and use this approach as a strategic weapon in their selling efforts. This study examines three categories of determinants of key account management performance including operational variables, organizational variables, and relational variables by exploring data from 100% export oriented readymade garments companies in Bangladesh. Research design, data, and methodology - Data were collected from 30 readymade garments manufacturers, considering a company as a unit of analysis. Using the data, instrument validity and reliability and, subsequently, data normality were examined using the Statistical Package for the Social Sciences (SPSS) software to isolate the important determinants of key account management performance. Results - The instruments are reliable and the data are reasonably normal. Conclusion - The study explored and validated the adapted instruments of various operational, organizational, and relational antecedent factors of key account management performance, most of which were thus far ignored.

• Journal of Distribution Science
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• v.14 no.9
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• pp.15-24
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• 2016

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.

• Asia Marketing Journal
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• v.18 no.1
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• pp.1-22
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• 2016

Studies in key account management (KAM) have identified the importance of cross-functional coordination in firms to effectively implement KAM. However, these studies have ignored how companies integrate KAM and other customer management (non-KAM). This paper explores coordination design between KAM units and non-KAM units by analyzing a case study through three dimensions: front-end coordination, back-end-coordination, and organizational translation at the beginning of research. The case study shows that non-KAM conditions can require a modification of the coordination design. This research performs an in-depth analysis of changes in the implementation of sales reforms for an IT-related machinery and system vendor in Japan. Data sources include interviews with KAM units and non-KAM sales units and an analysis of secondary data. This paper suggests that studying the coordination between KAM units and non-KAM units will further our understanding of internal coordination in KAM research.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.20 no.1
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• pp.35-44
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• 2020

The growing use of public blockchain-based virtual cryptocurrency calls for secure management of blockchain account information managed through cryptocurrency wallet programs. The previously proposed wallet program has high security in terms of managing an account's private key, but low security in managing an account's recovery phrase. Therefore, in this paper, we propose a safe management system of blockchain account recovery string based on the new user authentication method using the user's mobile device information and OTP technique to overcome the problem of the existing account recovery string management method. It also conducts an analysis of the proposed blockchain account recovery string management system based on the expected behavior scenario.

• Knowledge Management Research
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• v.15 no.3
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• pp.37-66
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• 2014

Since social network service (SNS) has been widely used as a effective way for people to connect and communication with each other, the use of corporate SNS account also has increased. However, compared to a private SNS account, only few people have a continuous relationship with their corporate SNS account because the use of corporate SNS account tends to be one-time and temporary activity whenever the users just need events and information. Given the psychological side effects of using SNS, the relative lack of empirical studies on the impacts of emotional factor in SNS prevents the deeper understanding of the intention to continuous using corporate SNS account. Therefore, this study aims to explore key determinants of the intension to continuous using the corporate SNS account from a habit and emotional perspective. To bridge research gap, we attempt to divide emotional factor into the following 5 factors based on Mehrabian and Russell model (1974): intimacy, enjoyment (positive factor), privacy concern, anxiety (negative factor), arousal (arousal factor) and (dominant factor). The basic model is proposed to explore the effects of habit and emotional factors on the intension to continuous using the corporate SNS account. We then examine how the effects of habit and emotional factors differ depending on social media types (e.g., facebook and twitter). The results indicates that habit is related to emotional factors, and each emotional factor differently influences the intension to continuous using the corporate SNS account. The results also confirm that the effects of the habit and emotional factors on the intension to continuous using the corporate SNS account differ according to social media types. This study provides practical and useful guidance and the strategic marketing insight for managers in maintaining and improving the intension to continuous using the corporate SNS account.

• The Journal of Information Systems
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• v.30 no.4
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• pp.153-171
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• 2021

Purpose This study is to phenomenologically discover key antecedents and outcomes of behavioral process of SNS users who have multiple SNS sub-accounts. Unlike previous studies that focused on user behavior in the context of a specific SNS platform, this study attempts to describe how and why individual manages their multiple sub-accounts across a variety of SNS platforms. Design/methodology/approach By applying the grounded theory methodology (GTM) to elucidate the unique behavior in SNS platforms, this study has conducted in-depth interview with 14 respondents who handle multiple accounts across the SNS platforms. As a results of analyzing the interview manuscripts, this study has extracted 47 concepts, 10 sub-categories and 6 main categories by conducting open coding, axis coding, and selective coding. Findings By analyzing interview data, this study has derived main categories such as account management, impression management, self-categorization, authority to determine the relationship, digital shadow work, and portfolio SNS accounts from qualitative interview data. This study has also conducted a process analysis that represents how main categories could be inter-related. Based on findings, this study provides a new phenomenological perspective to understand the behavioral process of SNS users' sub-account usage experience.