Key account management formalization and effectiveness: A fuzzy-set qualitative comparative analysis

Jasmin Feste, Björn Sven Ivens and Catherine Pardo ()
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Jasmin Feste: Otto-Friedrich-Universität Bamberg
Björn Sven Ivens: Otto-Friedrich-Universität Bamberg
Catherine Pardo: EM - EMLyon Business School

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Abstract: Formalization is both an important design factor of key account management (KAM) systems and a key concept in research on KAM. However, extant research has provided contradictory results regarding the effect of KAM formalization on KAM effectiveness. We attempt to explain those results by chosing a different methodological perspective, by taking a more differentiated view of KAM formalization, and by studying the combined effects of formal and informal KAM design elements on KAM effectiveness. Our study uses survey data collected from 221 KA managers and analyzed using fuzzy set qualitative comparative analysis (fsQCA). It identifies several equifinal configurations of formal and informal KAM design elements that foster high KAM effectiveness.

Keywords: Key account management; Formalization; Effectiveness; Fsqca (search for similar items in EconPapers)
Date: 2022-11-01
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Published in Industrial Marketing Management, 2022, 107, pp.450-465. ⟨10.1016/j.indmarman.2022.10.006⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04325641

DOI: 10.1016/j.indmarman.2022.10.006

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