A conceptual framework of global account management capabilities and firm performance

• Published in: International business review Vol. 13; no. 5; pp. 539 - 553
• Main Authors: Hui Shi, Linda, Zou, Shaoming, Cavusgil, S.Tamer
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 2004; Elsevier
• Series: International Business Review
• Subjects: Business; Business-to-business customer relationship management; Customers; Dyadic relationship; Enterprises; Global account management; Global account management Business-to-business customer relationship management Dyadic relationship Global strategy; Global strategy; Multinational enterprises; Dyadic relationship; Global account management; Business-to-business customer relationship management; Global strategy
• ISSN: 0969-5931; 1873-6149
• DOI: 10.1016/j.ibusrev.2004.06.001

Global account management (GAM), a collaborative process between a multinational customer and a multinational supplier by which the worldwide buying–selling activities are centrally coordinated between the two organizations, has become a critical task for many multinational corporations. A framework for determining GAM dyadic strategic performance and joint profits is introduced. In this framework, three GAM-related capabilities determine GAM performance. These capabilities are Collaborative Orientation, GAM Strategic Fit, and GAM Configuration. In an attempt to establish a research agenda on GAM issues, we develop propositions for each construct. This conceptual framework should help improve understanding of GAM as a dyadic phenomenon and provide a platform on which future empirical study can be conducted. At a practical level, this framework serves as the basis for formulating GAM strategies.