Sustaining high-performance global account management: a model and test of a global change capability
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
2009
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Diss.-Nr. 3555 |
| Beschreibung: | XII, 258 S. |
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| adam_text | Titel: Sustaining high-performance global account management
Autor: Thoma, Axel Michael
Jahr: 2009
Overview
Acknowledgements................................................................................................/
Executive summary..............................................................................................ii
Overview...............................................................................................................Hi
Table of contents..................................................................................................z v
List of tables.......................................................................................................viii
List of figures.......................................................................................................ix
List of practice examples......................................................................................x
List of abbreviations............................................................................................xi
1 Introduction..................................................................................................1
2 Research approach, process, and method.................................................11
3 Theoretical foundation...............................................................................30
4 Characteristics of GAM initiatives..........................................................102
5 Discovery-oriented model development...................................................129
6 Results of the model test...........................................................................181
7 Discussion, implications, and conclusion...............................................203
References.........................................................................................................219
Appendix A: Explorative interviews................................................................244
Appendix B: Research consortia firms............................................................245
Appendix C: Detailed SEM results..................................................................246
Appendix D: Survey instrument......................................................................248
Curriculum Vitae..............................................................................................258
Table of contents
Acknowledgements................................................................................................
Executive summary..............................................................................................
Overview...............................................................................................................
Table of contents..................................................................................................w
List of tables.......................................................................................................viii
List of figures.......................................................................................................
List of practice examples......................................................................................*
List of abbreviations............................................................................................xl
1 Introduction..................................................................................................^
1.1 Why study GAM implementation?.........................................................1
1.2 Research questions..................................................................................
1.3 Definitions...............................................................................................
1.4 Contribution of the study.........................................................................°
1.5 Study outline..........................................................................................1°
2 Research approach, process, and method.................................................^
2.1 Research approach and process.............................................................1 *
2.2 Pre-study phase......................................................................................13
2.3 Stage 1: Discovery-oriented model development.................................14
2.3.1 Research method.............................................................................14
2.3.2 Sampling.........................................................................................17
2.3.3 Data collection................................................................................19
2.3.4 Data analysis...................................................................................20
2.4 Stage 2: Model test................................................................................22
2.4.1 Research method.............................................................................22
2.4.2 Sampling.........................................................................................24
2.4.3 Data collection................................................................................26
2.4.4 Data analysis...................................................................................27
2.5 Stage 3: Study results and implications.................................................29
3 Theoretical foundation...............................................................................30
3.1 Customer management..........................................................................30
3.1.1 Roots of customer management.....................................................30
3.1.2 Forms of customer management....................................................36
3.1.3 Customer management from a transaction cost perspective..........39
3.1.4 Customer management from a resource-based perspective...........43
3.1.5 Structure of the customer management literature...........................45
3.1.6 Customer management implementation research...........................78
3.1.7 Relevance for this study and limitations........................................82
3.2 Organizational development and change..............................................83
3.2.1 Overview of the literature...............................................................84
3.2.2 Development and change in the marketing organization...............91
3.2.3 Capability-based perspective..........................................................94
3.2.4 Relevance for this study and limitations......................................100
4 Characteristics of GAM initiatives..........................................................102
4.1 Importance of change..........................................................................103
4.1.1 Value-based arguments.................................................................104
4.1.2 Risk-based arguments...................................................................107
4.1.3 Implications..................................................................................109
4.2 Scope of change...................................................................................109
4.2.1 Depth of GAM..............................................................................110
4.2.2 Breadth of GAM...........................................................................113
4.2.3 Implications..................................................................................114
4.3 Velocity of change...............................................................................115
4.3.1 Industry restructuring...................................................................116
4.3.2 Strategic purchasing and supply chain management....................118
4.3.3 Technological advances................................................................119
4.3.4 Internationalization.......................................................................12°
4.3.5 Multiple initiatives........................................................................121
4.3.6 Implications..................................................................................122
4.4 Summary characteristics of GAM initiatives......................................123
5 Discovery-oriented model development...................................................1^
5.1 Delineation of global change capability..............................................129
5.2 Manifestations of global change capability.........................................138
5.2.1 Strategic alignment.......................................................................13°
5.2.2 Top management engagement...................................................... 1
5.2.3 Sense-giving.................................................................................145
5.2.4 Reward alignment.........................................................................^9
5.2.5 Value demonstration.....................................................................*52
5.2.6 Conflict resolution........................................................................156
5.2.7 Resource securing.........................................................................1
5.2.8 Role explication............................................................................162
5.3 GAM program institutionalization......................................................167
5.4 GAM program effectiveness and efficiency....................................... 9
5.5 Facilitators and contingencies.............................................................*71
5.6 Theoretical model and propositions.................................................... 73
5.7 Operationalization of the variables......................................................^
5.7.1 Global change capability..............................................................*
5.7.2 GAM program institutionalization...............................................1
5.7.3 GAM program effectiveness and efficiency.................................*
5.7.4 Facilitators....................................................................................17°
5.7.5 Contingencies...............................................................................179
5.7.6 Control variables...........................................................................179
5.8 Survey instrument................................................................................I80
6 Results of the model test...........................................................................181
6.1 Sample characteristics.........................................................................181
6.2 Test for potential biases.......................................................................184
6.3 Data quality..........................................................................................188
6.4 Reliability and item analysis...............................................................188
6.5 Second-order confirmatory factor analysis.........................................194
6.6 Test of the structural path model.........................................................196
6.7 Comparison among performance groups............................................200
7 Discussion, implications, and conclusion...............................................203
7.1 Discussion of results............................................................................203
7.1.1 General considerations.................................................................203
7.1.2 Characteristics of GAM initiatives...............................................204
7.1.3 GCC and its manifesting change capabilities...............................205
7.1.4 GAM program institutionalization and performance...................206
7.1.5 Model relationships and interaction effects..................................207
7.2 Managerial implications......................................................................209
7.2.1 Advice for framing GAM initiatives............................................209
7.2.2 Advice for nurturing GCC to embed GAM initiatives.................210
7.2.3 Advice for diagnosing GCC to reinforce GAM initiatives..........214
7.2.4 Advice for assessing GAM sustainability and performance........215
7.2.5 Advice for leveraging external collaboration...............................216
7.3 Limitations and avenues for further research......................................216
7.4 Conclusion...........................................................................................217
References.........................................................................................................219
Appendix A: Explorative interviews................................................................244
Appendix B: Research consortia firms............................................................245
Appendix C: Detailed SEM results..................................................................246
Appendix D: Survey instrument......................................................................248
Curriculum Vitae..............................................................................................258
-vu-
List of tables
Table 1: Firms studied for the discovery-oriented model development.............19
Table 2: Strategy-focused customer management literature...............................49
Table 3: Structure-focused customer management literature.............................54
Table 4: Process-focused customer management literature................................57
Table 5: Actor-focused customer management literature...................................61
Table 6: Performance-focused customer management literature........................67
Table 7: Configuration-focused customer management literature......................72
Table 8: Dyad-focused customer management literature................................... 6
Table 9: Implementation-focused customer management literature...................°1
Table 10: Suppliers value levers of GAM.......................................................105
Table 11: Affirmative supplier reductions in the late 1980s to mid-1990s......116
Table 12: Customer sales versus country sales.................................................* *
Table 13: Case comparison?Characteristics of GAM initiatives....................124
Table 14: Characteristics in relation to proactive and reactive postures..........12
Table 15: Common challenges associated with GAM initiatives.....................12
Table 16: Definitions of the change capabilities that manifest GCC................13°
Table 17: Case analysis?GCC existent and GAM initiative established........131
Table 18: Case analysis?GCC missing and GAM initiative halted/aborted... 136
Table 19: Assessment of nonresponse bias.......................................................**
Table 20: Construct reliability estimates...........................................................18
Table 21: Item analysis of contingencies..........................................................^
Table 22: Results of the second-order CFA......................................................196
Table 23: Means, standard deviations, and correlations...................................197
Table 24: Summary results of hypothesized relationships and effects.............199
Table 25: Effects of individual GCC dimensions on their dependent domains 200
Table 26: t-test results for performance group comparison..............................201
Table 27: Diagnosing GCC?A quick check....................................................215
List of figures
Figure 1: Overview of the research process........................................................12
Figure 2: Roots of customer management..........................................................31
Figure 3: Dimensions to characterize GAM initiatives....................................102
Figure 4: The role of GAM in leveraging market-based assets........................104
Figure 5: TETRA PAK s customer pyramid....................................................109
Figure 6: Building blocks of CAM at SIEMENS IC........................................111
Figure 7: CITIGROUPS s shift toward a customer-centric business model.... 112
Figure 8: DHL s GAM as global, boundary-spanning initiative......................114
Figure 9: Factors increasing the velocity of GAM initiatives...........................115
Figure 10: Summary characteristics of GAM initiatives..................................126
Figure 11: The GCC and its manifesting change capabilities...........................130
Figure 12: SCHNEIDER ELECTRIC s executive sponsorship process..........145
Figure 13: DHL s mapping of value sources in GAM......................................155
Figure 14: SCHNEIDER ELECTRIC s definition of roles in GAM...............165
Figure 15: Final conceptual model....................................................................174
Figure 16: Key informant job title....................................................................181
Figure 17: Key informant tenure in present job................................................182
Figure 18: Position of the GAM programs.......................................................183
Figure 19: Age of the surveyed GAM programs..............................................183
Figure 20: Total sales revenues in 2005............................................................184
Figure 21: Path model results............................................................................197
List of practice examples
Case Example 1 CITIGROUP: Transition to global customer management.......4
Case Example 2 SIEMENS IC/COCA-COLA: Reducing transaction costs.... 105
Case Example 3 LLNDE/TESCO: Creating value through joint R D.............106
Case Example 4 ALTANA: Strategic alignment..............................................140
Case Example 5 SCHNEIDER ELECTRIC: Top management engagement... 143
Case Example 6 MARRIOTT: Sense-giving....................................................148
Case Example 7 SIEMENS IC: Reward alignment..........................................151
Case Example 8 DHL: Value demonstration....................................................154
Case Example 9 ARCADIS: Conflict resolution..............................................158
Case Example 10 XEROX: Resource securing................................................161
Case Example 11 TETRA PAK: Role explication...........................................166
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| spelling | Thoma, Axel 1976- Verfasser (DE-588)141168161 aut Sustaining high-performance global account management a model and test of a global change capability Axel Michael Thoma 2009 XII, 258 S. txt rdacontent n rdamedia nc rdacarrier Diss.-Nr. 3555 St. Gallen, Univ., Diss., 2009 Internationales Marketing (DE-588)4125431-4 gnd rswk-swf Kundengruppenmanagement (DE-588)4197319-7 gnd rswk-swf Implementation (DE-588)4026661-8 gnd rswk-swf Multinationales Unternehmen (DE-588)4075092-9 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Internationales Marketing (DE-588)4125431-4 s Kundengruppenmanagement (DE-588)4197319-7 s Implementation (DE-588)4026661-8 s DE-604 Multinationales Unternehmen (DE-588)4075092-9 s DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020476145&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Thoma, Axel 1976- Sustaining high-performance global account management a model and test of a global change capability Internationales Marketing (DE-588)4125431-4 gnd Kundengruppenmanagement (DE-588)4197319-7 gnd Implementation (DE-588)4026661-8 gnd Multinationales Unternehmen (DE-588)4075092-9 gnd |
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| title | Sustaining high-performance global account management a model and test of a global change capability |
| title_auth | Sustaining high-performance global account management a model and test of a global change capability |
| title_exact_search | Sustaining high-performance global account management a model and test of a global change capability |
| title_full | Sustaining high-performance global account management a model and test of a global change capability Axel Michael Thoma |
| title_fullStr | Sustaining high-performance global account management a model and test of a global change capability Axel Michael Thoma |
| title_full_unstemmed | Sustaining high-performance global account management a model and test of a global change capability Axel Michael Thoma |
| title_short | Sustaining high-performance global account management |
| title_sort | sustaining high performance global account management a model and test of a global change capability |
| title_sub | a model and test of a global change capability |
| topic | Internationales Marketing (DE-588)4125431-4 gnd Kundengruppenmanagement (DE-588)4197319-7 gnd Implementation (DE-588)4026661-8 gnd Multinationales Unternehmen (DE-588)4075092-9 gnd |
| topic_facet | Internationales Marketing Kundengruppenmanagement Implementation Multinationales Unternehmen Hochschulschrift |
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