全球客户管理研究与实践的现状与展望
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外国经济与管理 2007 年 第 29 卷第 03 期, 页码：18 - 24
摘要
参考文献
摘要
在当今以客户为中心的时代,全球客户管理已经成为世界顶级供应商在全球竞争中克敌制胜的重要手段,而国内学者对这一问题的研究则相当匮乏,无法满足日益追寻全球化成长的中国企业对相关理论与实践的需求。本文通过对国外相关文献的系统梳理,对全球客户管理的定义、实施过程中的关键驱动因素以及关键维度等进行了深入的分析和探讨,并在此基础上勾勒出了全球客户管理的未来研究方向。
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[11]Zou,S,and Cavusgil,S T.The GMS:A broad conceptualization of global marketing strategy and its effect on firm performance[J].Journal of Marketing,2002,44(4):40-56.
[12]Montgomery,D B,and Yip,G S.Statistical evidence on global account management programs[J].Thexis,1999,(4):10-13.
[13]Montgomery,D B,and Yip,G S.The challenge of global customer management:Companies need to respond to rising customer de-mands for global relationships[J].Marketing Management,2000,9(4):22-29.
[14]Arnold,D,Birkinshaw,J,and Toulan,O.Can selling be globalized?The pitfalls of global account management[J].CaliforniaManagement Review,2001,44(1):8-23.
[15]Harvey,M G,Myers,M B,and Novicevic,M M.The managerial issues associated with global account management[J].Thunder-bird International Business Review,2002,44(5):625-650.
[16]Harvey,M G,Novicevic,M M,Hench,T,and Myers,M B.Global account management:A supply-side managerial view[J].In-dustrial Marketing Management,2003,32(2):563-571.
[17]Homburg,Workman Jr,and Jensen,O.A configurational perspective on key account management[J].Journal of Marketing,2002,66(2):38-60.
[18]Toulan,O,Birkinshaw,J,and Arnold,D.The role of inter-organizational fit in global account management[R].Working Paper,London Business School,2002.
[19]Taylor,C R,and Okazaki,S.Who standardizes advertising more frequently,and why do they do so:A comparison of U S and Japa-nese subsidiaries’advertising practices in the European Union[J].Journal of International Marketing,2006,14(1):98-120.
[20]王永贵.顾客资源管理:资产、关系、价值和知识[M].北京:北京大学出版社,2005:84,102.
[2]Yip,G S,and Madsen,T L.Global account management:The new frontier in relationship management[J].International MarketingReview,1996,13(3):24-42.
[3]Birkinshaw,J,Toulan,O,and Arnold,D.Global account management in multinational corporations:Theory and evidence[J].Jour-nal of International Business Studies,2001,32(2):231-248.
[4]Shi,L H,Zou,S,and Cavusgil,S T.A conceptual framework of global account management capabilities and firm performance[J].International Business Review,2004,13(4):539-553.
[5]Shi,L H,Zou,S,White,J C,McNally,R C,and Gavusgil,S T.Executive insights:Global account management capability:In-sights from leading suppliers[J].Journal of International Marketing,2005,13(2):93-113.
[6]Hollensen,S.Global account management(GAM):Two case studies illustrating the organizational set-up[J].The Marketing Man-agement Journal,2006,16(1):244-250.
[7]Wilson,K J,and Millman,T.The global account manager as political entrepreneur[J].Industrial Marketing Management,2003,32(3):151-158.
[8]Wilson,K J,Millman,T,Croom,S,and Weilbaker,D C.The global account management study[J].The Journal of Selling andMajor Account Management,2000,2(3):63-84.
[9]Montgomery,D B,Yip,G S,and Villalonga,B.The use and performance effect of global account management:An empirical analy-sis using structural equation modeling[R].Working Paper,Stanford Business School,1998.
[10]Shi,L H.A dynamic capability approach to global account management:Capability,antecedents and consequences[D].UMI,3204796 Ph.D.dissertation,2005.
[11]Zou,S,and Cavusgil,S T.The GMS:A broad conceptualization of global marketing strategy and its effect on firm performance[J].Journal of Marketing,2002,44(4):40-56.
[12]Montgomery,D B,and Yip,G S.Statistical evidence on global account management programs[J].Thexis,1999,(4):10-13.
[13]Montgomery,D B,and Yip,G S.The challenge of global customer management:Companies need to respond to rising customer de-mands for global relationships[J].Marketing Management,2000,9(4):22-29.
[14]Arnold,D,Birkinshaw,J,and Toulan,O.Can selling be globalized?The pitfalls of global account management[J].CaliforniaManagement Review,2001,44(1):8-23.
[15]Harvey,M G,Myers,M B,and Novicevic,M M.The managerial issues associated with global account management[J].Thunder-bird International Business Review,2002,44(5):625-650.
[16]Harvey,M G,Novicevic,M M,Hench,T,and Myers,M B.Global account management:A supply-side managerial view[J].In-dustrial Marketing Management,2003,32(2):563-571.
[17]Homburg,Workman Jr,and Jensen,O.A configurational perspective on key account management[J].Journal of Marketing,2002,66(2):38-60.
[18]Toulan,O,Birkinshaw,J,and Arnold,D.The role of inter-organizational fit in global account management[R].Working Paper,London Business School,2002.
[19]Taylor,C R,and Okazaki,S.Who standardizes advertising more frequently,and why do they do so:A comparison of U S and Japa-nese subsidiaries’advertising practices in the European Union[J].Journal of International Marketing,2006,14(1):98-120.
[20]王永贵.顾客资源管理:资产、关系、价值和知识[M].北京:北京大学出版社,2005:84,102.
引用本文
王永贵, 贾鹤. 全球客户管理研究与实践的现状与展望[J]. 外国经济与管理, 2007, 29(3): 18–24.
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