Global account management: Knowledge resources and capabilities for relationship management

IF 5.9 1区 管理学 Q1 BUSINESS
Linda Hui Shi , Kristin Brandl , Jing Song , Shaoming Zou
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引用次数: 0

Abstract

This study investigates what knowledge resources and capabilities are needed at the unit and individual levels to manage international intra- and inter-organizational relationships in global account management (GAM). These GAM units and individuals need to manage various relationships with different locations within the globally spread supplier firm (international intra-organizational relationships) and with the global client (international inter-organizational relationships). We find that, in GAM units, international intra-organizational relationships are managed using relationship internal knowledge resources and capabilities, while international inter-organizational relationships are managed with external knowledge resources and capabilities. Interestingly, the opposite is found for GAM individuals. The core finding of our research is that managing the GAM relationships is not a one-size-fits-all affair. Balancing relationships and internal and external knowledge resources and capabilities is critical for GAM units and individuals to offer high-quality, innovative services. Implications of our research on GAM literature and the knowledge-based view are discussed.

全球客户管理:关系管理的知识资源和能力
本研究探讨了在全球客户管理(GAM)中,单位和个人层面需要哪些知识资源和能力来管理国际组织内和组织间关系。这些 GAM 单位和个人需要管理与遍布全球的供应商公司内部不同地点的各种关系(国际组织内关系)以及与全球客户的各种关系(国际组织间关系)。我们发现,在 GAM 单位中,国际组织内关系是利用关系内部知识资源和能力来管理的,而国际组织间关系则是利用外部知识资源和能力来管理的。有趣的是,GAM 个人的情况恰恰相反。我们研究的核心发现是,管理 GAM 关系并不是一件放之四海而皆准的事情。平衡各种关系以及内部和外部知识资源和能力对于 GAM 单位和个人提供高质量的创新服务至关重要。本文讨论了我们的研究对 GAM 文献和基于知识的观点的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
14.10
自引率
6.90%
发文量
95
审稿时长
62 days
期刊介绍: The International Business Review (IBR) stands as a premier international journal within the realm of international business and proudly serves as the official publication of the European International Business Academy (EIBA). This esteemed journal publishes original and insightful papers addressing the theory and practice of international business, encompassing a broad spectrum of topics such as firms' internationalization strategies, cross-border management of operations, and comparative studies of business environments across different countries. In essence, IBR is dedicated to disseminating research that informs the international operations of firms, whether they are SMEs or large MNEs, and guides the actions of policymakers in both home and host countries. The journal warmly welcomes conceptual papers, empirical studies, and review articles, fostering contributions from various disciplines including strategy, finance, management, marketing, economics, HRM, and organizational studies. IBR embraces methodological diversity, with equal openness to papers utilizing quantitative, qualitative, or mixed-method approaches.
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