The effect of teams on customer knowledge processing, esprit de corps and account performance in international key account management

Abstract

Purpose

This study aims to examine what the role of key account teams is in the management of international key account customers in terms of customer knowledge processing behaviours of the supplier, esprit de corps of employees and supplier's key account performance.

Design/methodology/approach

Survey data from large industrial firms in Finland are used to compare the differences between supplier firms having a team and those not having a team for managing the key account customer.

Findings

The results reveal a higher perceived level of customer‐knowledge acquisition, dissemination and utilisation, and of suppliers' key account performance, in the group representing team‐based key account management compared with the non‐team group.

Originality/value

The article is one of the first studies in which the role of teams in the management of international key account customers is examined based on empirical, quantitative data.

Citation

Salojärvi, H. and Saarenketo, S. (2013), "The effect of teams on customer knowledge processing, esprit de corps and account performance in international key account management", European Journal of Marketing, Vol. 47 No. 5/6, pp. 987-1005. https://doi.org/10.1108/03090561311307047