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The role of customer orientation in key account managers’ performance: a client network perspective
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| Zeitschriftentitel: | Journal of Business & Industrial Marketing |
|---|---|
| Personen und Körperschaften: | , , |
| In: | Journal of Business & Industrial Marketing, 34, 2019, 7, S. 1592-1605 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Liu, Yi Li, Xue Dong, Maggie Chuoyan Liu, Yi Li, Xue Dong, Maggie Chuoyan |
|---|---|
| author |
Liu, Yi Li, Xue Dong, Maggie Chuoyan |
| spellingShingle |
Liu, Yi Li, Xue Dong, Maggie Chuoyan Journal of Business & Industrial Marketing The role of customer orientation in key account managers’ performance: a client network perspective Marketing Business and International Management |
| author_sort |
liu, yi |
| spelling |
Liu, Yi Li, Xue Dong, Maggie Chuoyan 0885-8624 0885-8624 Emerald Marketing Business and International Management http://dx.doi.org/10.1108/jbim-09-2017-0229 <jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>The purpose of this study is to investigate how does key accounts managers’ (KAMs’) customer orientation affect customers’ repurchase intention and how do tie strength and structural holes in KAMs’ client networks moderate these linkages.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>Paired data of 208 dyadic relationships between KAMs and customers in several Chinese industries are subjected to multiple linear regression analyses.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>KAMs’ functional customer orientation can directly increase customers’ repurchase intention, whereas relational customer orientation cannot do that. With strong ties in client networks, KAMs’ relational customer orientation could promote customers’ repurchase intention, whereas when there are many structural holes in a client network, relational customer orientation would constrain customers’ repurchase intention. In addition, structural holes can enhance the effectiveness of functional customer orientation in facilitating customers’ repurchase intention, but tie strength has no impact on this.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>This study pays attention to the emerging topic of KAMs’ customer orientation and introduces KAMs’ client networks as a new contextual factor. The findings not only address the outcomes of KAM’s customer orientation but also indicate the vital role client networks play in determining the effectiveness of KAMs’ customer orientation.</jats:p></jats:sec> The role of customer orientation in key account managers’ performance: a client network perspective Journal of Business & Industrial Marketing |
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10.1108/jbim-09-2017-0229 |
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Journal of Business & Industrial Marketing |
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| title |
The role of customer orientation in key account managers’ performance: a client network perspective |
| title_unstemmed |
The role of customer orientation in key account managers’ performance: a client network perspective |
| title_full |
The role of customer orientation in key account managers’ performance: a client network perspective |
| title_fullStr |
The role of customer orientation in key account managers’ performance: a client network perspective |
| title_full_unstemmed |
The role of customer orientation in key account managers’ performance: a client network perspective |
| title_short |
The role of customer orientation in key account managers’ performance: a client network perspective |
| title_sort |
the role of customer orientation in key account managers’ performance: a client network perspective |
| topic |
Marketing Business and International Management |
| url |
http://dx.doi.org/10.1108/jbim-09-2017-0229 |
| publishDate |
2019 |
| physical |
1592-1605 |
| description |
<jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>The purpose of this study is to investigate how does key accounts managers’ (KAMs’) customer orientation affect customers’ repurchase intention and how do tie strength and structural holes in KAMs’ client networks moderate these linkages.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>Paired data of 208 dyadic relationships between KAMs and customers in several Chinese industries are subjected to multiple linear regression analyses.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>KAMs’ functional customer orientation can directly increase customers’ repurchase intention, whereas relational customer orientation cannot do that. With strong ties in client networks, KAMs’ relational customer orientation could promote customers’ repurchase intention, whereas when there are many structural holes in a client network, relational customer orientation would constrain customers’ repurchase intention. In addition, structural holes can enhance the effectiveness of functional customer orientation in facilitating customers’ repurchase intention, but tie strength has no impact on this.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>This study pays attention to the emerging topic of KAMs’ customer orientation and introduces KAMs’ client networks as a new contextual factor. The findings not only address the outcomes of KAM’s customer orientation but also indicate the vital role client networks play in determining the effectiveness of KAMs’ customer orientation.</jats:p></jats:sec> |
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| author | Liu, Yi, Li, Xue, Dong, Maggie Chuoyan |
| author_facet | Liu, Yi, Li, Xue, Dong, Maggie Chuoyan, Liu, Yi, Li, Xue, Dong, Maggie Chuoyan |
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| description | <jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>The purpose of this study is to investigate how does key accounts managers’ (KAMs’) customer orientation affect customers’ repurchase intention and how do tie strength and structural holes in KAMs’ client networks moderate these linkages.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>Paired data of 208 dyadic relationships between KAMs and customers in several Chinese industries are subjected to multiple linear regression analyses.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>KAMs’ functional customer orientation can directly increase customers’ repurchase intention, whereas relational customer orientation cannot do that. With strong ties in client networks, KAMs’ relational customer orientation could promote customers’ repurchase intention, whereas when there are many structural holes in a client network, relational customer orientation would constrain customers’ repurchase intention. In addition, structural holes can enhance the effectiveness of functional customer orientation in facilitating customers’ repurchase intention, but tie strength has no impact on this.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>This study pays attention to the emerging topic of KAMs’ customer orientation and introduces KAMs’ client networks as a new contextual factor. The findings not only address the outcomes of KAM’s customer orientation but also indicate the vital role client networks play in determining the effectiveness of KAMs’ customer orientation.</jats:p></jats:sec> |
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| spelling | Liu, Yi Li, Xue Dong, Maggie Chuoyan 0885-8624 0885-8624 Emerald Marketing Business and International Management http://dx.doi.org/10.1108/jbim-09-2017-0229 <jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>The purpose of this study is to investigate how does key accounts managers’ (KAMs’) customer orientation affect customers’ repurchase intention and how do tie strength and structural holes in KAMs’ client networks moderate these linkages.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>Paired data of 208 dyadic relationships between KAMs and customers in several Chinese industries are subjected to multiple linear regression analyses.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>KAMs’ functional customer orientation can directly increase customers’ repurchase intention, whereas relational customer orientation cannot do that. With strong ties in client networks, KAMs’ relational customer orientation could promote customers’ repurchase intention, whereas when there are many structural holes in a client network, relational customer orientation would constrain customers’ repurchase intention. In addition, structural holes can enhance the effectiveness of functional customer orientation in facilitating customers’ repurchase intention, but tie strength has no impact on this.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>This study pays attention to the emerging topic of KAMs’ customer orientation and introduces KAMs’ client networks as a new contextual factor. The findings not only address the outcomes of KAM’s customer orientation but also indicate the vital role client networks play in determining the effectiveness of KAMs’ customer orientation.</jats:p></jats:sec> The role of customer orientation in key account managers’ performance: a client network perspective Journal of Business & Industrial Marketing |
| spellingShingle | Liu, Yi, Li, Xue, Dong, Maggie Chuoyan, Journal of Business & Industrial Marketing, The role of customer orientation in key account managers’ performance: a client network perspective, Marketing, Business and International Management |
| title | The role of customer orientation in key account managers’ performance: a client network perspective |
| title_full | The role of customer orientation in key account managers’ performance: a client network perspective |
| title_fullStr | The role of customer orientation in key account managers’ performance: a client network perspective |
| title_full_unstemmed | The role of customer orientation in key account managers’ performance: a client network perspective |
| title_short | The role of customer orientation in key account managers’ performance: a client network perspective |
| title_sort | the role of customer orientation in key account managers’ performance: a client network perspective |
| title_unstemmed | The role of customer orientation in key account managers’ performance: a client network perspective |
| topic | Marketing, Business and International Management |
| url | http://dx.doi.org/10.1108/jbim-09-2017-0229 |