Global account management capability: insights from leading suppliers
by Shi, Linda H., J. Chris White, Regina C. McNally, S. Tamer Cavusgil, Shaoming Zou
Journal of International Marketing 13, no. 2 (2005): 93-113
Global account management (GAM) has become a strategic focus among most multinational companies, but there is little empirical research on what type of organizational capability fosters GAM programs. In this article, the authors synthesize selected literature on the topic, examine relevant fieldwork and case studies, and discuss findings from in-depth field interviews with leading global suppliers that have active GAM programs in place. This research clarifies constructs, develops research propositions, and provides an integrated framework that includes GAM processes and performance consequences.