全球客户管理能力支持体系与实施流程研究
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外国经济与管理 2009 年 第 31 卷第 04 期, 页码：44 - 50
摘要
参考文献
摘要
越来越多的世界顶级供应商开始实施全球客户管理并取得了巨大成功,全球客户管理也因此吸引了越来越多的国外学者的眼球。但与此形成对照的是,国内学者对该领域的研究却相当匮乏。本文基于客户关系管理的理论框架分析了全球客户管理实践,揭示了全球客户管理、关系营销与客户关系管理三者之间的联系,并基于对国外相关研究成果的系统梳理,构造并阐述了全球客户管理能力体系和实施流程的整合模型。
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[4]Shi,L H,Zou,S,White,J C,McNally,R C,and Gavusgil,S T.Executive insights:Global account management capability:In-sights fromleading suppliers[J].Journal of International Marketing,2005,13(2):93-113.
[5]Napolitano,L.Global account management:The newfrontier[J].NAMAJournal,1998,34(3):41-58.
[6]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.
[7]Harvey,M G,Myers,MB,and Novicevic,M M.The managerial issues associated with global account management[J].Thunder-bird International Business Review,2002,44(5):625-650.
[8]Montgomery,D B,and Yip,G S.Statistical evidence on global account management programs[J].Thexis,1999,16(4):10-13.
[9]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.
[10]Harvey,MG,Novicevic,M M,Hench,T,and Myers,MB.Global account management:Asupply-side managerial view[J].In-dustrial Marketing Management,2003,32(2):563-571.
[11]Hollensen,S.Global account management:Two case studies illustrating the organizational set-up[J].The Marketing ManagementJournal,2006,16(1):244-250.
[12]Shi,L H.A dynamic capability approach to global account management:Capability,antecedents and consequences[D].UMI3204796 Ph.D.Dissertation,2005.
[13]Montgomery,D B,Yip,G S,and Villalonga,B.The use and performance effect of global account management:An empiricalanalysis using structural equation modeling[R].Working Paper,Stanford Business School,1998.
[14]Narver,J C,and Slater,S F.The effect on a market orientation on business profitability[J].Journal of Marketing,1990,54(4):20-35.
[15]Deshpande,R,Farley,J U,and Webster,Jr.,F E.Corporate culture,customer orientation,and innovativeness in Japanesefirms:Aquadrat analysis[J].Journal of Marketing,1993,57(1):23-27.
[16]Han,J K,Ki m,N,and Srivastava,R K.Market orientation and organizational performance:Isinnovation a missinglink[J].Jour-nal of Marketing,1998,62(8):30-45.
[17]Kohli,A K,and Jaworski,BJ.Market orientation:The construct,research propositions,and managerial i mplications[J].Journalof Marketing,1990,54(2):1-18.
[18]Mill man,T F.Global key account management and systems selling[J].International Business Review,1996,5(6):631-645.
[19]Hippel,V,Thomke,S,and Sonnack,M.Creating breakthroughs at 3 M[J].Harvard Business Review,1999,77(5):47-57.
[20]Kaplan,R S,and Norton,D P.The balanced scorecard:Measures that drive performance[J].Harvard Business Review,1992,70(1):71-79.
引用本文
司方来, 贾鹤, 王永贵. 全球客户管理能力支持体系与实施流程研究[J]. 外国经济与管理, 2009, 31(4): 44–50.
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