References

Bold type: cited by 10 or more of the 24 papers in the Handbook

Italic type: cited by 5–9 of the 24 papers in the Handbook

Normal type: cited by 1–4 of the 24 papers in the Handbook

Aaronson, S.A. (2005) ‘Minding our business’: What the United States government has done and can do to ensure that U.S. multinational act responsibly in foreign markets. Journal of Business Ethics. 59(1/2), 175–198.

Abrahamsson, M. & Brege, S. (2005) Dynamic effectiveness improved industrial distribution from interaction between marketing and logistics strategies. Journal of Marketing Channels. 12(2), 83–112.

Abratt, R. & Kelly, P.M. (2002) Customer–supplier partnerships: Perceptions of a successful key account management program. Industrial Marketing Management. 31(5), 467–476.

Achrol, R.S. (1991) Evolution of the marketing organization: New forms for turbulent environments. Journal of Marketing. 55(4), 77–93.

Achrol, R.S. (1997) Changes in the theory of interorganizational relations in marketing: Toward a network paradigm. Journal of the Academy of Marketing Science. 25(1), 56–71.

Achrol, R.S. & Kotler, P. (1999) Marketing in the network economy. Journal of Marketing. 63(Fundamental Issues and Directions for Marketing), 146–163.

Achrol, R.S. & Stern, L.W. (1988) Environmental determinants of decision-making uncertainty in marketing channels. Journal of Marketing Research. 25(2), 36–50.

Adner, R. (2002) When are technologies disruptive? A demand-based view of the emergence of competition. Strategic Management Journal. 23(8), 667–688.

Alajoutsijärvi, K., Möller, K. & Rosenbröijer, C.J. (1999) Relevance of focal nets in understanding the dynamics of business relationships. Journal of Business-to-business Marketing. 6(3), 3–35.

Alajoutsijärvi, K., Möller, K. & Tähtinen, J. (2000) Beautiful exit: How to leave your business partner. European Journal of Marketing. 34(11/12), 1270–1289.

Alejandro, T.B. et al. (2011) The outcome of company and account manager relationship quality on loyalty, relationship value and performance. Industrial Marketing Management. 40(1), 36–43.

Al-Hasan, F.B. & Brennan, R. (2009) Strategic account management in an emerging economy. Journal of Business & Industrial Marketing. 24(8), 611–620.

Aliouat, B. (1996) Les stratégies de coopération Industrielle. Paris: Economica.

Ancona, D.G. & Caldwell, D.F. (1992) Bridging the boundary: External activity and performance in organizational teams. Administrative Science Quarterly. 37(4), 634–665.

Ancona, D.G. & Caldwell, D.F. (1992a) Bridging the boundary: External activity and performance in organizational teams. Administrative Science Quarterly. 37(4), 634–665.

Ancona, D.G. & Caldwell, D.F. (1992b) Demography and design: Predictors of new product team performance. Organization Science. 3(3), 321–341.

Anderluh, J.R. (1968) National account marketing: Top management expectations. The 24th Annual National Account Marketing Association Conference. San Diego, California.

Anderson, E. (1996) Marketing and transaction cost economics. In: Groenewegen, J. (ed.), Transaction Cost Economics and Beyond. Boston: Springer.

Anderson, E. (1998) Customer satisfaction and word of mouth. Journal of Service Research. 1(1), 5–17.

Anderson, E. & Jap, S.D. (2005) The dark side of close relationships. MIT Sloan Management Review. 46(3), 75–82.

Anderson, E. & Oliver, R.L. (1987) Perspectives on behaviour-based versus outcome-based sales force control systems. Journal of Marketing. 51(4), 76–88.

Anderson, E. & Sullivan, M. (1993) The antecedents and consequences of customer satisfaction for firms. Marketing Science. 12(2), p.125–143.

Anderson, E. & Weitz, B. (1989) Determinants of continuity in conventional industrial channel dyads. Marketing Science. 8(4), 310–323.

Anderson, E. & Weitz, B. (1992) The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research. 29(1), 18–34.

Anderson, E.W. & Mittal, V. (2000) Strengthening the satisfaction–profit chain. Journal of Service Research. 3(2), 107–120.

Anderson, E.W., Fornell, C. & Lehmann, D.R. (1994) Customer satisfaction, market share, and profitability. Journal of Marketing. 56(3), 53–66.

Anderson, J.C. (1987) An approach for confirmatory measurement and structural equation modelling of organizational properties. Management Science. 33(4), 525–524.

Anderson, J.C. (1995) Relationships in business markets: Exchange episodes, value creation, and their empirical assessment. Journal of the Academy of Marketing Science. 23(4), 346–350.

Anderson, J.C. & Gerbing, D.W. (1988) Structural equations modelling in practice: A review and recommended two-step approach. Psychological Bulletin. 103(3), 411–423.

Anderson, J.C. & Narus, J.A. (1991) Partnering as a focused market strategy. California Management Review. 33(3), 95–113.

Anderson, J.C. & Narus, J.A. (1998) Business marketing: Understand what customers value. Harvard Business Review. 76(6), 53–65.

Anderson, J.C. & Narus, J.A. (1999) Business Market Management: Understanding, Creating, and Delivering Value. (1st edition) Upper Saddle River: Prentice-Hall.

Anderson, J.C. & Narus J.A. (2004) Business Marketing Management: Understanding, Creating and Delivering Value (2nd edition). Upper Saddle River: Pearson Education.

Anderson, J.C., Håkansson, H. & Johanson, J. (1994) Dyadic business relationships within a network context. Journal of Marketing. 58(4), 1–15.

Anderson, J.C., Narus, J.A. & van Rossum, W. (2006) Customer value propositions in business markets. Harvard Business Review. 84(3), 91–99.

Andersson, D., Pruth, M. & Rehme J. (2007) Coordinate to enhance third party logistics relationships. International Journal of Integrated Supply Management. 3(1), 69–85.

Ang, L. & Taylor, B. (2005) Managing customer profitability using portfolio matrices. The Journal of Database Marketing & Customer Strategy Management. 12(4), 298–304.

Ansoff, H.I. & Leontiades, J. (1976) Strategic portfolio management. Journal of General Management. Autumn, 13–29.

Ariely, D. (2008) Predictably Irrational: The Hidden Forces that Shape Our Decisions. New York: HarperCollins Publishers LLC.

Armstrong, J.S. & Overton, T.S. (1977) Estimating nonresponse bias in mail surveys. Journal of Marketing Research. 14(3), 396–402.

Arnett, D.B. & Badrinarayanan, V. (2005) Enhancing customer needs-driven CRM strategies: Core selling teams, knowledge management competence, and relationship marketing competence. Journal of Personal Selling and Sales Management .25(4), 329–341.

Arnett, D.B., Macy, B.A. & Wilcox, J.B. (2005) The role of core selling teams in supplier–buyer relationships. Journal of Personal Selling & Sales Management. 25(1), 27–42.

Arnold, D., Birkinshaw, J. & Toulan, O. (1999) Implementing global account management in multinational corporations. Thexis. 16(4), 14–17.

Arnold, D., Birkinshaw, J. & Toulan, O. (2001) Can selling be globalized? The pitfalls of global account management. California Management Review. 44(1), 8–20.

Aroujo, L. & Muzas, S. (1995) Category management in marketing and purchasing: Formal structure as representation and adaption. Proceedings of the 11th IMP Conference. Manchester, United Kingdom. 67–94.

Arrow, K.J. (1969) The organization of economic activity: Issues pertinent to the choice of market versus nonmarket allocation. In: U.S. Joint Economic Committee (ed.), The Analysis and Evaluation of Public Expenditure: The PPB System. Washington: Congress of the United States.

Asanuma, B. (1989) Manufacturer–supplier relationships in Japan and the concept of relation specific skill. Journal of the Japanese and International Economies. 3, 1–30.

Ata, Z. & Toker, A. (2012). The effect of customer relationship management adoption in business-to-business markets. Journal of Business and Industrial Marketing (SSCI). 27(6), 497–507.

Atanasova, Y. & Senn, C. (2011) Global customer team design: Dimensions, determinants, and performance outcomes. Industrial Marketing Management. 40(2), 278–289.

Auguste, B.G., Harmon, E.P. & Pandit, V. (2006) The right service strategies for product companies. McKinsey Quarterly. 1, 41–51.

Axelrod, R. (1980) Effective choice in the prisoner's dilemma. The Journal of Conflict Resolution. 24(1), 3–25.

Axelrod, R. & Hamilton, W.D. (1981) The evolution of cooperation. Science. 211(4489), 1390–1396.

Babakus, E. et al. (1996) Investigating the relationships among sales management control, sales territory design, salesperson performance, and sales organization effectiveness. International Journal of Research in Marketing. 13(4), 345–363.

Baccarini, D. (1996) The concept of project complexity – a review. International Journal of Project Management. 14(4), 201–205.

Backer, Y. & Linden, C.V. (2005) Key account management: Creating added value in European hospitals. Journal of Medical Marketing. 3(3), 219–229.

Bagozzi, R. (1978) Sales force performance and satisfaction as a function of individual difference, interpersonal, and situational factors. Journal of Marketing Research.15(4), 517–53l.

Bagozzi, R.P. & Youjae, Y. (1988) On the evaluation of structural equation models. Journal of the Academy of Marketing Science. 16(1), 74–94.

Bagozzi, R.P., Yi, Y. & Phillips, L.W. (1991) Assessing construct validity in organizational research. Administrative Science Quarterly. 36(3), 421–458.

Balakrishnan, S. & Wernerfelt, B. (1986) Technical change, competition, and vertical integration. Strategic Management Journal. 7(4), 347–359.

Baldwin, C.Y. & Clark, K.B. (2000) Design Rules. Volume 1: The Power of Modularity. Cambridge: The MIT Press.

Ballantyne, D. & Varey, R.J. (2006) Creating value-in-use through marketing interaction: The exchange logic of relating, communicating and knowing. Marketing Theory, 6(3), 335–348.

Ballantyne, D. et al. (2011) Value propositions as communication practice: Taking a wider view. Industrial Marketing Management. 40(2), 202–210.

Barney, J.B. (1986) Organizational culture: Can it be a source of sustained competitive advantage. Academy of Management Review. 11(3), 656–665.

Barney, J.B. (1991), Firm resources and sustained competitive advantage. Journal of Management. 17(1), 99–120.

Barney, J.B. (2001) Is the resource-based ‘view’ a useful perspective for strategic management research? Yes. The Academy of Management Review. 26(1), p.41–56.

Barrett, J. (1986) Why major account selling works. Industrial Marketing Management. 15(1), 63–73.

Barrick, M.R. & Mount, M.K. (1991) The big five personality dimensions and job performance: A meta-analysis. Personnel Psychology. 44(1), 1–26.

Bateman, T.S. & Crant, J.M. (1993) The proactive component of organizational behaviour: A measure and correlates. Journal of Organizational Behaviour. 14(2), 103–118.

Bauer, G.J. et al. (1998) Emerging Trends in Sales Thought and Practice. Westport: Praeger.

Beer, M., Eisenstat, R.A. & Spector, B. (1990) Why change programs don't produce change. Harvard Business Review. 68(6), 158–166.

Bellizzi, J.A. & Bristol, T. (2005) Supervising the unethical selling behaviour of top sales performers: Assessing the impact of social desirability bias. Journal of Business Ethics. 57(4), 377–388.

Bellizzi, J.A. & Hasty, R.W. (2003) Supervising unethical sales force behaviour: How strong is the tendency to treat top performers leniently? Journal of Business Ethics. 43(4), 337–351.

Bengtsson, M. & Kock, S. (1999) Cooperation and competition in relationships between competitors in business networks. Journal of Business & Industrial Marketing. 14(3), 178–193.

Bengtsson, M. & Kock, S. (2000) ‘Coopetition’ in business networks – To cooperate and compete simultaneously. Industrial Marketing Management. 29(5), 411–426.

Bensaou, M. (1999) Portfolios of buyer–supplier relationships. Sloan Management Review. 40(4), 35–44.

Benson, P. et al. (1987), Manage customers for profits (not just sales). Harvard Business Review. September, 101–108.

Bentler, P.M. (1995) EQS Structural Equations Program Manual, Encino, CA: Multivariate Software, Inc.

Berger, P.D. & Nasr, N. (1998) Customer lifetime value: Marketing models and applications. Journal of Interactive Marketing. 12(1), 17–30.

Berger, P.D., Eechambadi, N., George, M., Lehmann, D.R., Rizley, R. & Venkatesan, R. (2006) From customer lifetime value to shareholder value. Journal of Service Research. 9(2), 156–167.

Berghman, L., Matthyssens, P. & Vandenbempt, K. (2006) Building competences for new customer value creation: An exploratory study. Industrial Marketing Management. 35(8), 961–973.

Bernstein, P.L. (1999) Wimps and consequences. The Journal of Portfolio Management. 26(1), 1.

Berry, L.L. (1983) Relationship marketing. In: Berry, L.L., Shostack, G.L. & Upah, G.D. (eds.), Emerging Perspectives of Services Marketing. Chicago: American Marketing Association. 25–28.

Beth, S. et al. (2003) Building Relationships. [Online] July 2013. Available from: http://hbr.org/2003/07/building–relationships/ar/1.

Bettenhausen, K.L. (1991) Five years of groups research: What we have learned and what needs to be addressed. Journal of Management. 17(2), 345–381.

Biggart, N.W. & Delbridge, R. (2004) Systems of exchange. Academy of Management Review. 29(1), 28–49.

Billett, M.T. (2011) Balancing risk and return in a customer portfolio: A comment. Journal of Marketing. 75(3), 21–23.

Bing, M.N. & Lounsbury, J.W. (2000) Openness and job performance in U.S.-based Japanese manufacturing companies. Journal of Business and Psychology. 14(3), 515–522.

Biong, H. & Selnes. F. (1996) The Strategic Role of the Salesperson in Established Buyer–Seller Relationships. Report No. 96–118 (December), Cambridge: Marketing Science Institute.

Birkinshaw, J., Toulan, O. & Arnold, D. (2001) Global account management in multinational corporations: Theory and evidence. Journal of International Business Studies. 32(2), 231–248.

Bititci, U.S. Martinez, V., Albores, P. & Parung, J. (2004) Creating and managing value in collaborative networks. International Journal of Physical Distribution and Logistics Management. 34(3/4), 251–268.

Blattberg, R.C., Getz, G. & Thomas, J. (2001) Customer Equity. Boston, MA: Harvard Business School Press.

Blattberg, R.C. & Deighton, J. (1996) Manage marketing by the customer equity test. Harvard Business Review. July, 136–144.

Blois, K. (1996) Relationship marketing in organisational markets: When is it appropriate? Journal of Marketing Management. 12(1–3), 161–173.

Blois, K. (1997) Are business to business relationships inherently unstable? Journal of Marketing Management. 13(5), 367–382.

Blois, K. (1999a) Relationships in business-to-business marketing – How is their value assessed? Marketing Intelligence and Planning. 17(2), 91–99.

Blois, K. (1999b) Trust in business-to-business relationships: An evaluation of its status. The Journal of Management Studies. 36(2), 197–215.

Blois, K. & Ramirez, R. (2006) Capabilities as marketable assets: A proposal for a functional categorization. Industrial Marketing Management. 35(8), 1027–1031.

Bohling, T. et al. (2006) CRM implementation: Effectiveness issues and insights. Journal of Service Research. 9(2), 184–194.

Boles, J.S., Barksdale, H.C. & Johnson, J.T. (1996) What national account decision makers would tell salespeople about building relationships. Journal of Business & Industrial Marketing. 11(2), 6–19.

Boles, J.S., Johnston, W. & Gardner, A. (1999) The selection and organization of national accounts: A North-American perspective. Journal of Business & Industrial Marketing. 14(4), 264–275.

Boles, J.S., Pilling, B.K. & Goodwyn, G.W. (1994), Revitalizing your national account marketing program: The NAM audit. Journal of Business & Industrial Marketing. 9(1), 24–33.

Bollen, K.A. (1989) Structural Equations with Latent Variables. New York: John Wiley & Sons.

Bolton, R.N. (1998) A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction. Marketing Science. 17(1), 45–65.

Bolton, R.N. (2006) Foreword. In: Lusch, R.F. & Vargo, S.L. (eds.), The Service Dominant Logic of Marketing: Dialog, Debate and Directions. New York: M.E. Sharpe.

Bolton, R.N., Tarasi, C.O. (2006) Managing customer relationships. Review of Marketing Research. 3, 3–38.

Borden, N.H. (1964) The concept of the marketing mix. Journal of Advertising Research. June, 2–7.

Böttcher, M. & Klingner, S. (2011) Providing a method for composing modular B2B services. Journal of Business & Industrial Marketing. 26(5), 320–331.

Bournay, E. (2007) In Dead Water – Climate Change, Pollution, Over-Harvest, and Invasive Species in The World's Fishing Grounds. [Online] Available from: http://www.grida.no/publications/rr/in–dead–water/.

Bowersox, D., Closs, D. & Drayer, R. (2005) The digital transformation: Technology and beyond. Supply Chain Management Review. 9(1), 22–29.

Bowman, D. & Narayandas, D. (2004) Linking customer management effort to customer profitability in business markets. Journal of Marketing Research. 41(4), 433–447.

Boyer, K.K. & McDermott, C. (1999) Strategic consensus in operations strategy. Journal of Operations Management. 17(3), 289–305.

Braddach, J.L. & Eccles, R.G. (1989) Price, authority, and trust: From ideal types to plural forms. Annual Review of Sociology. 15, 97–118.

Bradford, E. & Minshul, J. (2001) Beyond the competent key account manager – Building a competency based SAM programme. Focus Europe. 2(4), 8–12.

Bradford, E. et al. (2001) Realising relationship potential at Henkel: Using account profitability to upgrade customer relationships. Focus Europe.1(3), 1–4.

Bradford, E., Erickson, S. & McDonald, M. (2012) Marketing Navigation. Oxford: Goodfellow Publishers.

Bradford, K., Brown, S., Ganesan, S., Hunter, G., Onyemah, V., Palmatier, R., Rpouziēs, D., Spiro, R., Sujan, H. & Weitz, B. (2010) The embedded sales force: Connecting buying and selling organizations. Marketing Letters. 21(3), 239–253.

Brady, N. (2004) In search of market orientation – An experiment in key account management. Marketing Intelligence & Planning. 22(2), 144–159.

Brady, T., Davies, A. & Gann, D. (2004) Creating value by delivering integrated solutions. International Journal of Project Management. 23(5), 360–365.

Bragg, A.J. (1982) National account management to the rescue. Sales and Marketing Management. 16, 30–34.

Brandenburger, A.M. & Nalebuff, B.J. (1995) The right game: Use game theory to shape strategy. Harvard Business Review. [Online]. Available from: http://hbr.org/1995/07/the–right–game–use–game–theory–to–shape–strategy/ar/1.

Brehmer, P.-O. & Rehme, J. (2009) Proactive and reactive: drivers for key account management programmes. European Journal of Marketing. 43(7/8), 961–984.

Brennan, R. (1997) Buyer/supplier partnering in British industry: The automotive and telecommunications sectors. Journal of Marketing Management. 13(8), 759–775.

Brewer, G. (1997) Brain power. Sales and Marketing Management. 149(May), 38–45.

Brodie, R.J., Hollebeek, L.D., Juric', B. & Ilic', A. (2011) Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research.14(3), 252–271.

Brown, H.E. & Brucker, R.W. (1990) Charting the industrial buying stream. Industrial Marketing Management. 19(1), 55–61.

Brown, S.L. & Eisenhardt, K.M. (1995) Product development: Past research, present findings, and future directions. Academy of Management Review. 20(2), 343–378.

Brown, S.P. & Peterson, R.A. (1993) Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research. 30(1), 63–77.

Brown, S.P., Cron, W.L. & Slocum, J.W. (1998) Effects of trait competitiveness and perceived intraorganizational competition on salesperson goal setting and performance. Journal of Marketing. 62(4), 88–98.

Buchanan, L. (1992) Vertical trade relationships: The role of dependence and symmetry in attaining organizational goals. Journal of Marketing Research. 29(1), 65–75.

Buck, T. (2005) Boost for big companies in EU antitrust reforms. Financial Times. October, 8.

Bucklin, L. & Sengupta, S. (1993) Organizing successful co-marketing alliances. Journal of Marketing. 57(2), 32–46.

Bunderson, J.S. & Sutcliffe, K.M. (2002) Comparing alternative conceptualizations of functional diversity in management teams: Process and performance effects. Academy of Management Journal. 45(5), 875–893.

Bunn, M.D. (1993) Taxonomy of buying decision approaches. Journal of Marketing. 57(1), 38–56.

Burnett, K. (1992) Strategic Customer Alliances: How to Win, Manage and Develop Key Account Business in the 1990's. London: Financial Times Prentice-Hall.

Burt, D.N., Dobler, D.W. & Starling, S.L. (2003) World Class Supply Management: The Key to Supply Chain Management. New York: McGraw–Hill/Irwin.

Busch, P. (1980) The sales manager bases of social power and influence. Journal of Marketing. 44(3), 91–101.

Bush, A.J. & Grant, E.S. (1994) Analysing the content of marketing journals to assess trends in sales force research. Journal of Personal Selling & Sales Management. 14(Summer), 57–68.

Business Marketing (1988) National account marketers want more support. Business Marketing. 72(Aug), 26.

Buvik, A. & John, G. (2000) When does vertical coordination improve industrial purchasing relationships? Journal of Marketing. 64(3), 52–64.

Buzzell, R.D. (1985) Citibank: Marketing to Multinational Customers. Harvard Business School Case No. 9-584-016. Boston: Harvard Case Services.

Campbell, A.J. (1997) Buyer–supplier partnerships: flip sides of the same coin? Journal of Business & Industrial Marketing. 12(6), 417–434.

Campbell, A.J. (2003) Creating customer knowledge competence: Managing customer relationship management programs strategically. Industrial Marketing Management. 32(5), 375–383.

Campbell, N.C.G. (1985) An interaction approach to organizational buying behavior. Journal of Business Research. 13(1), 35–48.

Campbell, N.C.G. & Cunningham, M.T. (1983) Customer analysis for strategy development in industrial markets. Strategic Management Journal. 4(4), 369–380.

Campbell, N.C.G. & Cunningham, M.T. (1985) Managing customer relationships: The challenge of deploying scarce managerial resources. International Journal of Research in Marketing. 2(4), 255–262.

Campion, M.A., Medsker, G.J., & Higgs, A.C. (1993) Relations between work group characteristics and effectiveness: Implications for designing effective work groups. Personnel Psychology. 46(4), 823–847.

Caniëls, M. & Gelderman, C. (2007) Power and interdependence in buyer–supplier relationships: A purchasing portfolio approach. Industrial Marketing Management. 36(2), 219–229.

Cannon, J. & Homburg, C. (2001) Buyer–supplier relationships and customer firm costs. Journal of Marketing. 65(1), 29–43.

Cannon, J. & Narayandas, N. (2000) Relationship marketing and key account management. In: Sheth, J.N. & Parvatiyar, A. (eds.), Handbook of Relationship Marketing. Thousand Oaks, CA: Sage Publications.

Cannon, J. & Perreault, W.D. (1999) Buyer–seller relationships in business markets. Journal of Marketing Research. 36(4), 439–460.

Capon, N. (2001) Key Account Management and Planning: The Comprehensive Handbook for Managing Your Company's Most Important Strategic Asset. New York: Free Press.

Capon, N. (2012) Managing Marketing in the 21st Century. New York: Wessex Press.

Capon, N. & Glazer, R. (1987) Marketing and technology: A strategic coalignment. Journal of Marketing. 51(3), 1–14.

Capon, N. & Senn, C. (2010) Global customers management programs: How to make them really work. California Management Review. 52(2), 32–55.

Capon, N. & Tubridy, G.S. (2010) Sales Eats First. New York: Wessex Press.

Capron, L. & Hulland, J. (1999) Redeployment of brands, sales forces, and general marketing management expertise following horizontal acquisitions: A resource-based view. Journal of Marketing. 63(2), 41–54.

Cardozo, R.N., Shipp, S.H. & Roering, K.J. (1987) Implementing new business-to-business selling methods. Journal of Personal Selling & Sales Management. 7(2), 17–26.

Cardozo, R.N., Shipp, S.H. & Roering, K.J. (1992) Proactive strategic partnerships: A new business markets strategy. Journal of Business and Industrial Marketing. 7(1), 51–64.

Carroll, A.B. (1991) The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons. 34(4), 39–49.

Carroll, A.B. (1993) Business and society: Ethics and stakeholder management. Cincinnati, OH: South-Western Publishing.

Cater, T. & Cater, B. (2010) Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships. Industrial Marketing Management. 39(8), 1321–1333.

Cespedes, F.V. (1992), Sales coordination: An exploratory study. Journal of Personal Selling & Sales Management. 12(3), 13–29.

Cespedes, F.V. (1993) Coordinating sales and marketing in consumer goods firms. Journal of Consumer Marketing. 10(2), 37–55.

Cespedes, F.V. (1995), Concurrent Marketing: Integrating Product, Sales, and Service. Boston, MA: Harvard Business School Press.

Cespedes, F.V., Doyle, S.X. & Freedman, R.J. (1989) Teamwork for today's selling. Harvard Business Review. 67(2), 44–56.

Chandler, A.D. (1962) Strategy and Structure. Cambridge: MIT Press.

Chandler, A.D. (1998) Corporate strategy and structure: Some current considerations. Society. 35(2), 347–350.

Chapman, S. (2004) Socially responsible supply chains: Marks & Spencer in historic perspective. International Centre for Corporate Social Responsibility Research Paper Series, No 26, Nottingham University Business School.

Chesbrough, H. (2010) Business model innovation: Opportunities and barriers. Long Range Planning. 43(2/3), 354–363.

Cheverton, P. (2008) Key Account Management, Tools and Techniques for Achieving Profitable Key Supplier Status. London: Kogan.

Chonko, L.B., Jones, E., Roberts, J.A. & Dubinsky, A.J. (2002) The role of environmental turbulence, readiness for change, and salesperson learning in the success of sales force change. Journal of Personal Selling and Sales Management. 22(4), 227–245.

Churchill, G.A. (1979) A paradigm for developing better measures of marketing constructs. Journal of Marketing Research. 16(1), 64–73.

Churchill, G.A., Ford, N.M. & Walker, O.C. (1993) Sales Force Management. New York: Irwin Professional Publishing.

Churchill, G.A., Ford, N.M., Hartley, S.W. & Walker, O.C. (1985) The determinants of salesperson performance: A meta-analysis. Journal of Marketing Research. 22(2), 103–118.

Claret, J., Mauger, P. & Roegner, E.V. (2006), Managing a marketing and sales transformation. The McKinsey Quarterly. 111–121.

Clarke, A.H. & Freytag, P.V. (2013) Orchestration of customer portfolios – Challenges of internal and external alignment. 29th IMP Conference. Atlanta, Sweden.

Claycomb, C. & Frankwick, G.L. (2004) A contingency perspective of communication, conflict resolution and buyer search effort in buyer–seller relationships. Journal of Supply Chain Management. 40(1), 18–34.

Cohen, A.R. & Bradford, D.L. (2005) Influence without Authority, (2nd edition). Hoboken, NJ: John Wiley & Sons.

Cohen, M.A. & Huchzermeier, A. (1999) Global supply chain management: A survey of research and applications. In: Tayur, S.R., Ganeshan, R. & Magazine, M. (eds.), Quantitative Models for Supply Chain Management. Boston, MA: Kluwer Academic Publishers.

Cohen, S.G. & Bailey, D.E. (1997) What makes teams work: Group effectiveness research from the shop floor to the executive suite. Journal of Management. 23(3), 239–290.

Colletti, J.A. & Chonko, L.B. (1997) Change management initiatives: Moving sales organizations from obsolescence to high performance. Journal of Personal Selling & Sales Management. 17(2), 1–30.

Colletti, J.A. & Tubridy, G.S. (1987) Effective major account sales management. Journal of Personal Selling and Sales Management. 7(2), 1–10.

Collis, D. & Rukstad, M.G. (2008) Can you say what your strategy is? Harvard Business Review. 82–91.

Comer, J.M. (1991) Sales Management. Needham Heights, MA: Allyn and Bacon.

Comer, L.B. & Drollinger, T. (1999) Active empathetic listening and selling success: A conceptual framework. Journal of Personal Selling and Sales Management. 29(1), 15–29.

Commission of the European Communities (2001) Green Paper: Promoting a European framework for corporate social responsibility. [Online] Available from: http://eur–lex.europa.eu/LexUriServ/site/en/com/2001/com2001_0366en01.pdf.

Cooper, R.G. & Kaplan, R.S. (1991) Profit priorities from activity-based costing. Harvard Business Review. 69(May–June), 130–135.

Cooper, R.G., Edgett, S.J. & Kleinschmidt, E.J. (1999) New product portfolio management: Practices and performance. Journal of Product Innovation Management. 16(4), 333–351.

Corbin, A. & Corben, C. (1973) Implementing the Marketing Concept. London: British Institute of Management.

Corominas-Bosch, M. (2004) Bargaining in a network of buyers and sellers. Journal of Economic Theory. 115(1), 35–77.

Corsaro, D. & Snehota, I. (2010) Searching for relationship value in business markets: Are we missing something? Industrial Marketing Management. 39(6), 925–935.

Costa, P. & McCrae, R. (2006) Revised NEO personality inventory (NEO PI–R) Manual (UK Edition). Oxford: Hogrefe.

Costa, P., McCrae, R. & Jonsson, F. (2002) Validity and utility of the revised NEO person­ality inventory: Examples from Europe. In: Raad, B. & Perugini, M. (eds.), Big Five Assessment. Washington: Hogrefe & Huber Publishers.

Cousins, P.D. & Spekman, R. (2003) Strategic supply and the management of inter- and intra-organizational relationships. Journal of Purchasing and Supply Management. 9(1), 19–29.

Cousins, P.D. & Stanwix, E. (2001) It's only a matter of confidence: A comparison of relationship management between Japanese- and UK non-Japanese-owned vehicle manufacturers. International Journal of Operations & Production Management. 21(9), 1160–1180.

Cousins, P.D., Lawson, B. & Squire, B. (2008) Performance measurement in strategic buyer–supplier relationships. International Journal of Operations and Production Management. 28(3), 238–258.

Cova, B. & Salle, R. (2000) Rituals in managing extra-business relationships in international project marketing: A conceptual framework. International Business Review. 9(6), 669–685.

Cova, B. & Salle, R. (2008) Marketing solutions in accordance with the S-D logic: Co-creating value with customer network actors. Industrial Marketing Management. 37(3), 207–77.

Covey, S.M.R. & Merrill, R.R. (2008) The Speed of Trust: The One Thing that Changes Everything. New York: The Free Press.

Coviello, N.E. & Joseph, R.M. (2012) Creating major innovations with customers: Insights from small and young technology firms. Journal of Marketing. 76(6), 87–104.

Cravens, D.W. (1995) The changing role of the sales force. Marketing Management. 4(2), 48–57.

Cravens, D.W. & Piercy, N. (2013) Strategic Marketing. Englewood Cliffs, NJ: McGraw-Hill/Irwin.

Cravens, D.W., Ingram, T.N., Laforge, R.W. & Young, C.E. (1993) Behavior-based and outcome-based salesforce control systems. Journal of Marketing. 57(4), 47–59.

Cronbach, L.J. (1951) Coefficient alpha and the internal structure of tests. Psychometrika. 16(3), 297–334.

Croom, S.R. (2001) The dyadic capabilities concept: Examining the processes of key supplier involvement in collaborative product development. European Journal of Purchasing and Supply Management. 7(1), 29–37.

Croom, S.R., Svetina, M. & Betts, A. (2014) The process of strategic prioritization. How operations align priorities to customer or competitor performance. [Online] Available from: http://www.futurepurchasing.com/content/private/ProcTrans/Exploiting_Strategic_Power_Report.pdf.

Croom, S.R., Wilson, K., Millman, T., Senn, C. & Weilbaker, D. (1999) How to meet the challenge of managing global customers. Velocity: SAMA. 33–46.

Cummings, T.G. (1978) Self-regulating work groups: A socio-technical synthesis. Academy of Management Review. 11(3), 625–634.

Cunningham, M.T. & Homse, E. (1982) An interaction approach to marketing strategy. In: Håkansson, H. (ed.), International Marketing and Purchasing of Industrial Goods. New York: John Wiley & Sons.

Cunningham, M.T. & Turnbull, M.W. (1982) Inter-organizational contact patterns. In: Håkanssen, H. (ed.), International Marketing and Purchasing of Industrial Goods. New York: John Wiley & Sons.

Daboub, A.J. (2002) Strategic alliances, network organizations, and ethical responsibility. SAM Advanced Management Journal. 67(4), 40–48.

Daboub, A.J. & Calton, J.M. (2002) Stakeholder learning dialogues: How to preserve ethical responsibility in networks. Journal of Business Ethics. 41(1/2), 85–98.

Dalrymple, D.J. & Cron, W.L. (1992) Sales Management: Concepts and Cases. New York: John Wiley & Sons.

Danneels, E. (2003) Tight–loose coupling with customers: The Enactment of Customer Orientation. Strategic Management Journal. 24(6), 559–576.

Das, T.K. & Teng, B.S. (2001) Relational risk and its personal correlates in strategic alliances. Journal of Business and Psychology. 15(3), 449–465.

Dastmalchian, A. & Boag, D.A. (1990) Environmental dependence and departmental structure: Case of the marketing function. Human Relations. 43(12), 1257–1276.

Davenport, T.H. (1993) Process Innovation: Reengineering Work through Information Technology. Boston, MA: Harvard Business School Press.

Davenport, T.H. & Short, J.E. (1990) The new industrial engineering: Information technology and business process redesign. Sloan Management Review. 31(4), 11–27.

Davies, A., Brady, T. & Hobday, M. (2006) Charting a path toward integrated solutions. MIT Sloan Management Review. 47(3), 39–48.

Davies, I. & Ryals, L. (2009) A stage model for transitioning to KAM. Journal of Marketing Management. 25(9–10), 1027–1048.

Davies, I., Holt, S. & Ryals, L. (2007) GAMs, KAMs & Relationship Managers. Cranfield University Press.

Davies, I., Ryals, L. & Holt, S. (2010) Relationship management: A sales role, or a state of mind? An investigation of functions and attitudes across a business-to-business sales force. Industrial Marketing Management. 39(7), 1049–1062.

Davis, H.T. (1941) The Analysis of Economic Time Series. Bloomington, IN: Principia Press.

Day, G.S. (1994) The capabilities of market driven organizations. Journal of Marketing. 58(4), 37–52.

Day, G.S. (1997) Aligning the organization to the market. In: Lehmann, D.R. & Jocz, K.E. (eds.), Reflections on the Futures of Marketing. Cambridge: Marketing Science Institute. 67–93.

Day, G.S. (2000) Managing market relationships. Journal of the Academy of Marketing Science. 28(1), 24–30.

Day, G.S. (2003) Creating a superior customer-relating capability. MIT Sloan Management Review. 44(3), 77–82.

Day, G.S. (2006) Aligning the Organization with the Market. Working Paper. Cambridge: Marketing Science Institute.

Day, G.S. (2011) Closing the marketing capabilities gap. Journal of Marketing. 75(4), 183–195.

Day, G.S. & Klein, S. (1987) Cooperative behavior in vertical markets: The influence of transaction costs and competitive strategy. In: Houston, M. (ed.), Review of Marketing. Chicago: American Marketing Association. 39–66.

Day, G.S. & Montgomery, D.B. (1999) Charting new directions for marketing. Journal of Marketing. 63(Special Issue), 3–13.

de Boer, L., Labro, E. & Morlacci, O. (2001) A review of methods supporting supplier selection. European Journal of Purchasing & Supply Management. 7(2), 75–89.

de Roos, H.J., Sweerman, S.D. & de Koning, R.A. (1990) Het Managen Van Industriâle Accounts: Veeleisend, Maar VeelbelovendReport. Diemen: Bakkenist Management Consultants.

de Ruyter, K., Moorman, L. & Lemminck, J. (2001) Antecedents of commitment and trust in customer–supplier relationships in high technology markets. Industrial Marketing Management. 30(3), 271–286.

Dell, M. (2007) Everyone Has A Choice. Financial Times Digital Business – Special Report, April.

Demsetz, H. (1992) The Emerging Theory of The Firm. Uppsala: Acta Universitatas Uppsaliensis.

Denison, D.R., Hart, S.L. & Kahn, J.A. (1996) From chimneys to cross-functional teams: Developing and validating a diagnostic model. Academy of Management Journal. 39(4), 1005–1023.

Deshpande, R. (1982) The organizational context of market research use. Journal of Marketing. 46(4), 91–101.

Dess, G.G. & Beard, D.W. (1984) Dimensions of organizational task environments. Administrative Science Quarterly. 29(1), 52–73.

Deutsch, M. (1973) The Resolution of Conflict. New Haven, CT: Yale University Press.

Devellis, R.F. (1991) Scale Development: Theory and Applications. Thousand Oaks, CA: Sage Publications.

Dhanaraj, C. & Parkhe, A. (2006) Orchestrating innovation networks. Academy of Management Review. 31(3), 659–669.

Dhar, R. & Glazer, R. (2003) Hedging customers. Harvard Business Review. May. 86–92.

Dibb, S. & Wensley, R. (2002) Segmentation analysis for industrial markets: Problems of integrating customer requirements into operations strategy. European Journal of Marketing. 36(1), 231–251.

Dickson, P.R. (1983) Distributor portfolio analysis and the channel dependence matrix: New techniques for understanding and managing the channel. Journal of Marketing. 47(3), 35–44.

Diller, H. (1989) Key account management als verticalis Marketingkonzept. Marketing – Zeitschift Fur Forschung und Praxis (ZFP). 11(4), 213–223.

Dishman, P. & Nitse, P.S. (1998) National accounts revisited: New lessons from recent investigations. Industrial Marketing and Management. 27(1), 1–9.

Dolan, R.J. (1995) Black & Decker Corp. (B): Operation Sudden Impact, Case No. 595060, Cambridge, MA: Harvard Business School Publishing.

Donaldson, S. & Grant-Vallone, E. (2002) Understanding self-report bias in organizational behavior research. Journal of Business and Psychology. 17(2), 245–260.

Donaldson, T. & Dunfee, T. (1999) Ties That Bind: A Social Contracts Approach To Business Ethics. Boston, MA: Harvard Business School Press.

Doney, P.M. & Cannon, J.M. (1997) An examination of the nature of trust in buyer–seller relationships. Journal of Marketing. 61(2), 35–51.

Donnellon, A. (1993) Cross functional teams in product development: Accommodating the structure to the process. Journal of Product Innovation Management. 10(5), 377–392.

Dorsch, M.J., Swanson, C.R. & Kelley, S.W. (1998) The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science. 26(2), 128–142.

Dowling, G.R. & Uncles, M. (1997) Do customer loyalty programs really work? Sloan Management Review. 38(4), 71–82.

Doyle, P. (2002) Marketing Management and Strategy (3rd edition). London: Prentice-Hall.

Dubinsky, A.J. (1999) Salesperson failure: Sales management is the key. Industrial Marketing Management. 28(1), 7–17.

Dubinsky, A.J. & Ingram, T.N. (1984) A portfolio approach to account profitability. Industrial Marketing Management. 13(1), 33–41.

Dubinsky, A.J., Howell, R.D., Ingram, T.N. & Bellenger, D.N. (1986) Sales force socialization. Journal of Marketing. 50(4), 192–207.

Dubois, A. & Gadde, L.E. (2002) Systematic combining: An abductive approach to case research. Journal of Business Research. 55(7), 553–560.

Dubois, A. & Pedersen, A.C. (2002) Why relationships do not fit into purchasing portfolio models – A comparison between the portfolio and industrial network approaches. European Journal of Purchasing and Supply Management. 8(1), 35–42.

Dunn, D. & Thomas, C. (1994) Partnering with customers. Journal of Business and Industrial Marketing. 9(1), 34–40.

Durman, P. & Box, D. (2005) Cut Off. London: The Sunday Times.

Dwyer, F.R. (1989) Customer lifetime valuation to support marketing decision making. Journal of Direct Marketing. 3(4), 8–15.

Dwyer, F.R., Schurr, P. & Oh, S. (1987) Developing buyer–seller relationships. Journal of Marketing. 51(2), 11–27.

Dyer, J.H. (1997) Effective interfirm collaboration: How firms minimize transaction costs and maximize transaction value. Strategic Management Journal. 18(7), 535–556.

Dyer, J.H. (2000) Collaborative Advantage: Winning Through Extended Enterprise Supplier Networks. Oxford University Press.

Dyer, J.H. & Hatch, N.W. (2006) Relation-specific capabilities and barriers to knowledge transfers: Creating advantage through network relationships. Strategic Management Journal. 27(8), 701–719.

Dyer, J.H. & Nobeoka, K. (2000) Creating and managing a high-performance knowledge sharing network: The Toyota case. Strategic Management Journal. 21(3), 345–367.

Dyer, J.H. & Singh, H. (1998) The relational view: Cooperative strategy and sources of interorganizational competitive advantage. Academy of Management Review. 23(4), 660–679.

Dyer, J.H., Cho, D.S. & Chu, W. (1998) Strategic supplier segmentation: The next ‘best practice’ in supply chain management. California Management Review. 40(2), 57–77.

Eckerd, S. & Hill, J.A. (2012) The buyer–supplier social contract: Information sharing as a deterrent to unethical behaviors. International Journal of Operations & Production Management. 32(1–2), 238–255.

Edvardsson, B., Tronvoll, B. & Gruber, T. (2011) Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the Academy of Marketing Science. 39(2), 327–339.

Eggert, A., Ulaga, W. & Schultz, F. (2006) Value creation in the relationship cycle: A quasi-longitudinal analysis. Industrial Marketing Management. 35(1), 20–27.

Ehret, M. (2004) Managing the trade-off between relationships and value networks. Towards a value-based approach of customer relationship management in business-to-business markets. Industrial Marketing Management. 33(6), 465–473.

Eisenhardt, K.M. (1985), Control: Organizational and economic approaches. Management Science. 31(February), 134–149.

Eisenhardt, K.M. (1989) Building theories from case study research. The Academy of Management Review. 14(4), 532–551.

Eisenhardt, K.M. (2002) Has strategy changed? Sloan Management Review. 43(2), 88–91.

Eisenhardt, K.M. & Martin, J.A. (2000) Dynamic capabilities: What are they? Strategic Management Journal. 21(10–11), 1105–1121.

Elliott, G. & Glynn, W. (1998) Segmenting financial service markets for customer relationships: A portfolio-based approach. The Service Industries Journal. 18(3), 38–54.

Ellram, L.M. (1991) Key success factors and barriers in international purchasing partnerships. Management Decision. 29(7), 38–44.

Ellram, L.M. & Carr, A. (1994) Strategic purchasing: A history and review of the literature. International Journal of Purchasing and Materials Management. 30(2), 10–18.

Emberson, C. & Storey, J. (2006) Buyer–supplier collaborative relationships: Beyond the normative accounts. Journal of Purchasing and Supply Management. 12(5), 236–245.

Emshwiller, J.R. (1991) Suppliers struggle to improve quality as big firms slash their vendor roles. Wall Street Journal. B1. August 16.

Eng, T.Y. (2004) Does customer portfolio analysis relate to customer performance? An empirical analysis of alternative strategic perspective. Journal of Business & Industrial Marketing. 19(1), 49–67.

Eng, T.Y. (2008) Customer portfolio planning in a business network context. Journal of Marketing Management. 24(5–6), 567–587.

Ettenson, R., Conrado, E. & Knowles, J. (2013) Rethinking the 4 P's. Harvard Business Review. January–February, 26.

Fiocca, R. (1982) Account portfolio analysis for strategy development. Industrial Marketing Management. 11(1), 53–62.

Fisher, R.J., Maltz, E. & Jaworski, B.J. (1997) Enhancing communication between marketing and engineering: The moderating role of relative functional identification. Journal of Marketing. 61(3), 54–70.

Fitzsimmons, J.A. (1985), Consumer participation and productivity in service operations. Interfaces. 15(3), 60–67.

Flint, D.J. & Mentzer, J.T. (2006) Striving for integrated value chain management given a service–dominant logic for marketing. In: Lusch, R.F. & Vargo, S.L. (eds.), The Service Dominant Logic of Marketing: Dialog, Debate and Direction. New York: ME Sharpe. 139–149.

Flint, D.J., Woodruff, R.B. & Gardial, S.F. (2002) Exploring the phenomenon of customers' desired value change in a business-to-business context. Journal of Marketing. 66(4), 102–117.

Fontenot, R.J. & Hyman, M.R. (2004) The anti-trust implications of relationship marketing. Journal of Business Research. 57(11), 1211–1221.

Ford, D. (1980) The development of buyer seller relationships in industrial markets. European Journal of Marketing. 14(5/6), 339–354.

Ford, D. (1990) Understanding Business Markets. Waltham: Academic Press.

Ford, D. (1997) Understanding Business Markets: Interaction, Relationships and Networks. London: Academic Press.

Ford, D., (2001) The development of buyer–seller relationships in industrial markets, European Journal of Marketing. 14(5/6).

Ford, D. & Håkansson, H. (2006) The idea of interaction. The IMP Journal. 1(1), 4–27.

Ford, D., Gadde, L-E., Håkansson, H., Snehota, I., Turnbull, P. & Wilson, D. (1998) Managing Business Relationships. Chichester: John Wiley & Sons.

Ford, D., Gadde, L-E., Håkansson, H. & Snehota, I. (2003) Managing Business Relationships. Chichester: John Wiley & Sons.

Ford, D., Gadde. L.-E., Håkansson, H. & Snehota, I. (2011) Managing Business Relationships. Chichester: Wiley.

Ford, D., Håkansson, H. & Johanson, J. (1986) How do companies interact? Industrial Marketing and Purchasing. 1(1), 26–41.

Fornell, C. & Wernerfelt, B. (1988) A model for customer complaint management. Marketing Science. 7(3), 287–298.

Fornell, C. & Yi, Y. (1992) Assumptions of the two-step approach to latent variable modeling. Sociological Methods and Research. 20(3), 291–320.

Foxall, G. (1986) A conceptual extension of the customer active paradigm. Technovation. 4(1), 17–27.

Foxall, G. & Johnston, B. (1987) Strategies of user initiated product innovation. Technovation. 6(2), 77–102.

Francis, K. (2004) Should senior managers be actively involved in sales account management? Journal of Personal Selling and Sales Management. 24(3), 235–246.

Frankwick, G.L., Ward, J.C., Hutt, M.D. & Reingen, P.H. (1994) Evolving patterns of organizational beliefs in the formation of strategy. Journal of Marketing. 58(2), 96–110.

Frazier, G. (1983) On the measurement of interfirm power in channels of distribution. Journal of Marketing Research. 20(2), 158–166.

Frazier, G., Gill, J.D. & Kale, S.H. (1989) Dealer dependence levels and reciprocal actions in a channel of distribution in a developing country. Journal of Marketing. 53(1), 50–69.

Frazier, G., Spekman, R.E. & O'Neal, C.R. (1988) Just-in-time relationships in industrial markets. Journal of Marketing. 51(4), 52–67.

Freytag, P. & Mols, N. (2001) Customer portfolios and segmentation. In: Freytag, P. (ed.), Portfolio Planning in a Relationship Perspective. Copenhagen: Forlaget Thomson. 93–123.

Friedman, T.L. (2005) The World is Flat: A Brief History of the Twenty-First Century. New York: Farrar, Straus and Giroux.

Friedman, T.L. (2007) The World is Flat 3.0: A Brief History of the Twenty-First Century. New York: Picador.

Frow, P. & Payne, A. (2011) A stakeholder perspective of the value proposition concept. European Journal of Marketing. 45(1), 223–240.

Fruyt, F., McCrae, R., Szirmak, Z. & Nagy, J. (2004) The five-factor personality inventory as a measure of the five-factor model: Belgian, American, and Hungarian comparisons with the NEO-PI-R. Assessment. 11(3), 207–215.

Fry, M.L. & Polonsky, M.J. (2004) Examining the unintended consequences of marketing. Journal of Business Research. 57(11), 1303–1306.

Furlan, A., Grandinetti, R. & Camuffo, A. (2009) Business relationship portfolios and subcontractors' capabilities. Industrial Marketing Management. 38(8), 937–945.

Futrell, C.M. & Parasuraman, A. (1984) The relationship of satisfaction and performance to sales force turnover. Journal of Marketing. 48(4), 33–40.

Gadde, L.E. & Snehota, I. (2000) Making the most of supplier relationships. Industrial Marketing Management. 29(4), 305–316.

Galbraith, J.R. (1995) Designing organizations: An executive briefing on strategy, structure, and process. San Francisco: Jossey-Bass.

Galbraith, J.R. (2001) Building organizations around the global customer. Ivey Business Journal. 66(1), 17–24.

Gallagher, T.A. (2000) Financial Management (2nd edition). New Jersey: Prentice-Hall.

Ganesan, S. (1994) Determinants of long-term orientation in buyer–seller relationship. Journal of Marketing. 58(2), 1–19.

Gao, T. & Shi, L.H. (2011) How do multinational suppliers formulate mechanisms of global account coordination? An integrative framework and empirical study. Journal of International Marketing. 19(4), 61–87.

Gardner, A., Bistritz, S.J. & Klopmaker, J.E. (1998) Selling to senior executives: Part 2. Marketing Management. 7(3), 18–27.

Garrette, B. & Dussauge, P. (1995) Les stratégies d'alliance. Paris: Editions d'organisation. 283.

Gaski, J.F. (1984) The theory of power and conflict in channels of distribution. Journal of Marketing. 48(3), 9–29.

Gebert, H., Geib, M., Kolbe, L. & Brenner, W. (2003) Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts. Journal of Knowledge Management. 7(5), 107–123.

Geiger, S. & Guenzi, P. (2009) The sales function in the twenty-first century: Where we are and where do we go from here? European Journal of Marketing. 43(7/8), 873–889.

Gelderman, C.J. & van Weele, A.J. (2003) Handling measurement issues and strategic directions in Kraljic's purchasing portfolio model. Journal of Purchasing & Supply Management. 9(4/5), 207–216.

Georges, L. (2006) Delivering integration, value, and satisfaction through key account managers' communication. Journal of Selling & Major Account Management. 6(1), 6–21.

Georges, L. & Eggert, A. (2003) Key account managers' role within the value creation process of collaborative relationships. Journal of Business-to-business Marketing. 10(4), 1–22.

Germain, R. & Dröge, C. (1997) Effect of just-in-time purchasing relationships on organizational design, purchasing department configuration, and firm performance. Industrial Marketing and Management. 26(2), 115–125.

Germain, R., Dröge, C. & Daugherty, P.J. (1994) The effect of just-in-time selling on organizational structure: An empirical investigation. Journal of Marketing Research. 31(4), 471–483.

Geyskens, I., Steenkamp, J.E.M. & Kumar, N. (1998) Generalizations about trust in marketing channel relationships using meta-analysis. International Journal of Research in Marketing. 15(3), 223–248.

Geyskens, I., Steenkamp, J.E.M. & Kumar, N. (1999) A meta-analysis of satisfaction in marketing channel relationships. Journal of Marketing Research. 36(2), 223–238.

Geyskens, I., Steenkamp, J.E.M., Scheer, L.K. & Kumar, N. (1996) The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of Research in Marketing. 13(4), 303–317.

Ghemawat, P. (1993) Commitment to a process innovation: Nucor, USX, and Thin-Slab casting. Journal of Economics & Management Strategy. 2(1), 135–161.

Gibson, C.B. & Birkinshaw, J. (2004) The antecedents, consequences, and mediating role of organizational ambidexterity. Academy of Management Journal. 47(2), 209–226.

Gist, M.E., Locke, E.A. & Taylor, M.S. (1987) Organizational behavior: Group structure, process, and effectiveness. Journal of Management. 13(2), 237–257.

Giunipero, L. & Pearcy, D. (2000) World class purchasing skills: An empirical investigation. Journal of Supply Chain Management. 36(4), 4–13.

Gladstein, D.L. (1984) Groups in context: A model of task group effectiveness. Administrative Science Quarterly. 29(4), 499–517.

Godfrey, P.C. (2006) Strategic account development workshop. Unpublished. Halcrow.

Godfrey, P.C. & Hatch, N.W. (2007) Researching corporate responsibility: An agenda for the 21st Century. Journal of Business Ethics. 70(1), 87–98.

Gök, O. (2007) Using customer portfolio analysis for strategic business decisions: Case study of a logistics company. 3rd International Strategic Management Conference. Antalya, Turkey. 757–765.

Gök, O. (2009) Linking account portfolio management to customer information: Using customer satisfaction metrics for portfolio analysis. Industrial Marketing Management. 38(4), 433–439.

Goldberg, L. (1981) Language and individual differences: the search for universals in personality lexicons. Review of Personality and Social Psychology. 2, 141–165.

Goldberg, L. (1999) A broad-bandwidth, public-domain, personality inventory measuring the lower-level facets of several five-factor models. In: Mervielde, I. & Goldberg, L. (1981) Language and individual differences: The search for universals in personality lexicons. In: Wheeler, L. (ed.), Review of Personality and Social Psychology. Beverly Hills, CA: SAGE Publishing. 295.

Goldberg, L., Johnson, J.A., Eber, H.W., Hogan, R., Ashton, M.C., Cloninger, C.R. & Gough, H.G. (2006) The international personality item pool and the future of public-domain personality measures. Journal of Research in Personality. 40(1), 84–96.

Goldberg, L.R. & Deary, I. (eds.), Personality Psychology in Europe. Tilburg University Press. 399.

Golfetto, F. & Gibbert, M. (2006) Marketing competencies and the sources of customer value in business markets. Industrial Marketing Management. 35(8), 904–912.

Gopalan, R. (2007), Customer portfolio management using Z-ranking of customer segments and the LTV perturbation method. Database Marketing & Customer Strategy Management. 14(3), 225–235.

Gosman, M.L. & Kelly, T. (2000) Increased buyer concentration and its effects on profitability in the manufacturing sector. Review of Industrial Organization. 17(1), 41–59.

Gosselin, D. & Bauwen, G.A. (2006) Strategic account management: Customer value creation through customer alignment. Journal of Business & Industrial Marketing. 21(6), 376–385.

Gosselin, D. & Heene, A. (2003) A competence-based analysis of account management: Implications for a customer-focused organization. Journal of Selling and Major Account Management. 5(1), 11–31.

Gounaris, S. & Tzempelikos, N. (2012) Conceptualization and measurement of key account management orientation. Journal of Business Market Management. 5(3), 173–194.

Grant, J. (2005) Mr Daley's mission: To reach 6bn shoppers and make money. Financial Times. July 15. 32.

Greenwald, J. (1996) Frito-Lay Under Snack Attack. Time. (June 10), 62–63.

Greer, C.R. & Lei, D. (2011) Collaborative innovation with customers: A review of the literature and suggestions for future research. International Journal of Management Reviews. 14(1), 63–84.

Grickscheit, G.M., Cash, H.C., & Young, C.E. (1993) Handbook Of Selling: Psychological, Managerial and Marketing Dynamics. New York: John Wiley & Sons.

Grönroos, C. (1994a) Quo vadis marketing? Towards a relationship marketing paradigm. Journal of Marketing Management. 10(5), 347–360.

Grönroos, C. (1994b) From marketing mix to relationship marketing – Towards a paradigm shift in marketing. Asia–Australia Marketing Journal. 2(1), 322–340.

Grönroos, C. (1997) Value-driven relational marketing: From products to resources and competencies. Journal of Marketing Management. 13(5), 407–419.

Grönroos, C. (1999) Relationship marketing: Challenges for the organization. Journal of Business Research. 46(3), 327–335.

Grönroos, C. (2008) Service logic revisited: Who creates value and who co-creates? European Business Review. 20(4), 298–314.

Grönroos, C. (2011) A service perspective on business relationships: The value creation, interaction and marketing interface. Industrial Marketing Management. 40(2), 240–247.

Grönroos, C. & Ravald, A. (2011) Service as business logic: Implications for value creation and marketing. Journal of Services Management. 22(1), 5–22.

Guenzi, P., Georges, L. & Pardo, C. (2009) The impact of strategic account managers' behaviors on relational outcomes: An empirical study. Industrial Marketing Management. 38(3), 300–311.

Guesalaga, R. & Johnston, W. (2010) What's next in key account management research? Building the bridge between the academic literature and the practitioners' priorities. Industrial Marketing Management. 39(7), 1063–1068.

Guinipero, L. & Pearcy, D. (2000) World class purchasing skills: An empirical investigation. Journal of Supply Chain Management. 36(4), 4–13.

Gulati, R., Nohria, N. & Zaheer, A. (2000) Strategic Networks. Strategic Management Journal. 21, 203–215.

Gummesson, E. (1987) The new marketing: Developing long-term interactive relationships. Long Term Planning. 20(4), 10–20.

Gummesson, E. (1991) Marketing-orientation revisited: The crucial role of the part-time marketer. European Journal of Marketing. 25(2), 60–75.

Gummesson, E. (1997) In search of marketing equilibrium: Relationship marketing versus hypercompetition. Journal of Marketing Management. 13(5), 421–430.

Gummesson, E. (2000) Qualitative Methods in Management Research. Thousand Oaks, CA: Sage Publications.

Gummesson, E. (2005) Qualitative research in marketing – Road-map for a wilderness of complexity and unpredictability. European Journal of Marketing. 39(3/4), 309–327.

Gundlach, G.T. & Cadotte, E.R. (1994) Exchange interdependence and interfirm interaction: Research in a simulated channel setting. Journal of Marketing Research. 31(4), 516–532.

Gundlach, G.T. & Murphy, P.E. (1993) Ethical and legal foundations of relational marketing exchanges. Journal of Marketing. 57(4), 35–46.

Gundlach, G.T., Achrol, R.S. & Mentzer, J.T. (1995) The structure of commitment in exchange. Journal of Marketing. 59(1), 78–92.

Gupta, A.K., Raj, S. & Wilemon, D.L. (1986) A model for studying the R&D–marketing interface in the product innovation process. Journal of Marketing. 50(2), 7–17.

Gupta, S. & Lehmann, D.R. (2003) Customers as assets. Journal of Interactive Marketing. 17(1), 9–24.

Gupta, S. & Lehmann, D.R. (2005) Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Upper Saddle River, NJ: Wharton School Publishing.

Gupta, S. & Lehmann, D.R. (2007) Managing Customers as Investments. Upper Saddle River, NJ: Pearson Education, Inc.

Gupta, S. & Zeithaml, V. (2006) Customer metrics and their impact on financial performance. Marketing Science. 25(6), 718–739.

Gupta, S., Hanssens, D., Hardie, B., Kahn, W., Kumar, V., Lin, N., Ravishanker, N. & Sriram, S. (2006) Modeling customer lifetime value. Journal of Service Research. 9(2), 139–155.

Gupta, S., Lehmann, D.R. & Stuart, J.A. (2004) Valuing customers. Journal of Marketing Research. 41(February), 7–18.

Haas, A., Snehota, I. & Corsaro, D. (2012) Creating value in business relationships: The role of sales. Industrial Marketing Management. 41(1), 94–105.

Hackman, J.R. (1987) The design of work teams. In: Lorsch, J.W. (ed.), Handbook of Organizational Behaviour. Englewood Cliffs, NJ: Prentice-Hall. 315–342.

Hadjikhani, A. (1996) Project marketing and the management of discontinuity. International Business Review. 5(3), 319–336.

Håkansson, H. (1982) An interaction approach. In: Håkansson, H. (ed.), International marketing and purchasing of industrial goods. Chichester: John Wiley & Sons, 10–27.

Håkansson, H. (1982) International Marketing and Purchasing of Industrial Goods. Chichester: John Wiley & Sons.

Håkansson, H. (1986) The Swedish approach to Europe. In: Turnbull, P., Valla, J. & Croom, H. (eds.), Strategies for Industrial Marketing. London: Croom Helm.

Håkansson, H. & Olsen, P.I. (2012) Innovation management in networked economies. Journal of Business Marketing Management. 5(2), 79–105.

Håkansson, H. & Pedersen, A.C. (1999) Learning in networks. Industrial Marketing Management. 28, 443–452.

Håkansson, H. & Snehota, I. (1995) Developing Relationship in Business Networks. London: Routledge.

Håkansson H. & Snehota, I. (1998) The burden of relationships or who's next? In: Naude, P. & Turnbull, P.W. (eds.), Network Dynamics in International Marketing. Oxford: Elsevier Science.

Håkansson, H. & Snehota, I. (2006) No business is an island: The network concept of business strategy. Scandinavian Journal of Management. 22(3), 256–270.

Håkansson, H., Ford, D., Gadde, L-E. & Snehota, I. (2009) Business in Networks. Chichester: John Wiley & Sons.

Håkansson, H., Havila, V. & Pedersen, A.-C. (1999) Learning in Networks. Industrial Marketing Management. 28, 443–452.

Håkansson, H., Johansson, J. & Wootz, B. (1977) Influence tactics in buyer–seller processes. Industrial Marketing Management. 5(6), 319–332.

Hallen, L., Johanson, J. & Sayed-Mohamed, N. (1991) Interfirm adaptation in business relationships. Journal of Marketing. 55(2), 29–37.

Hambrick, D.C. & Mason, P.A. (1984) Upper echelons: The organization as a reflection of its top managers. Academy of Management Review. 9(2), 193–206.

Hambrick, D.C., Cho, T. & Chen, M. (1996) The influence of top management team heterogeneity on firms' competitive moves. Administrative Science Quarterly. 41(4), 659–684.

Hamel, G. & Välikangas, L. (2003) The quest for resilience. Harvard Business Review. 81(9), 52–63.

Hammer, M. (1990) Reengineering work: Don't automate, obliterate. Harvard Business Review. 68(4), 104–112.

Hammersley, M., & Atkinson, P. (1991) Ethnographic Principles in Practice. London: Routledge.

Hanan, M. (1985) Key Account Selling. New York: American Management Association.

Hannan, M.T., Burton, M.D. & Baron, J.N. (1996) Inertia and change in the early years: Employment relations in young, high-technology firms. Industrial and Corporate Change. 5(2), 503–536.

Harrigan, K.R. (2001) Strategic flexibility in the old and new economies. In: Hitt, M.A., Freeman, R.E. & Harrison, J.S. (eds.), The Blackwell Handbook of Strategic Management. Hoboken, NJ: John Wiley & Sons.

Harris, I.C. & Ruefli, T.W. (2000) The strategy/structure debate: An examination of the performance implications. Journal of Management Studies. 37(4), 587–603.

Harrison, D. & Finch, J. (2009) New product development when you have to: Frames and temporary collaboration in industrial nets. IMP Journal. 3(3), 35–52.

Harrison, D. & Waluszewski, A. (2008) The development of a user network as a way to re-launch an unwanted product. Research Policy. 37(1), 115–130.

Hartley, R.F. (1976) Use of customer analysis for better market penetration. Industrial Marketing Management. 5, 57–62.

Harvey, M. & Speier, C. (2000) Developing an inter-organization relational management perspective. Journal of Marketing Channels. 7(4), 23–44.

Harvey, M., Myers, M.B. & Novicevic, M.M. (2003a) The managerial issues associated with global account management: A relational contract perspective. Journal of Management Development. 22(2), 103–129.

Harvey, M., Novicevic, M.M., Hench, T. & Myers, M.B. (2003b) Global account management: A supply-side managerial view. Industrial Marketing Management. 32(7), 563–571.

Hawkes, S. (2008) ‘M&S supplier scraps dividend as costs rise’, Times Business Section, March 25.

Heide, J. B. & Wathne, K.H. (2006) Friends, businesspeople, and relationship roles: A conceptual framework and a research agenda. Journal of Marketing. 70(3), 90–103.

Heide, J.B. (1994) Interorganizational governance in marketing channels. Journal of Marketing. 58(1), 71–85.

Heide, J.B. & John, G. (1988) The role of dependence balancing in safeguarding transaction-specific assets in conventional channels. Journal of Marketing. 52(1), 20–35.

Heide, J.B. & John, G. (1990) Alliances in industrial purchasing: The determinants of joint action in buyer–supplier relationships. Journal of Marketing Research. 27(1), 24–36.

Heide, J.B. & Stump, R.L. (1995) Performance implications of buyer–seller relationships in industrial markets. Journal of Business Research. 32(1), 57–66.

Heikkilä, J. & Holmström, J. (2006) The impact of RFID and agent technology innovation on cost efficiency and agility. International Journal of Agile Manufacturing. 9(1), 3–9.

Helgesen, Ø. (2006) Are loyal customers profitable? Customer satisfaction, customer loyalty and customer profitability at the individual level. Journal of Marketing Management. 22(3–4), 245–266.

Helper, S. (1993) An exit-voice analysis of supplier relations: The case of the automobile industry. In Grabner, G. (ed.), The Embedded Firm: On the Socioeconomics of Industrial networks, London: Routledge.

Helper, S. & Sako, M. (1995) Supplier relations in Japan and the United States: Are they converging? Sloan Management Review. 97(8), 77–84.

Helsing, J., Geraghty, B. & Napolitano, L. (2003) Impact Without Authority. Chicago: SAMA.

Hempel, J. (2011) IBM's super second act. Fortune. March 21, 55–61.

Henneberg, S.C., Pardo, C., Mouzas, S. and Naudé, P. (2005) Value dimensions and strategies in dyadic ‘key relationships programmes’, Paper presented at the 21st IMP Conference, Rotterdam.

Henneberg, S.C., Pardo, C., Mouzas, S. & Naudé, P. (2009) Value dimensions and relationship postures in dyadic ‘key relationship programmes’. Journal of Marketing Management. 25(5–6), 535–550.

Hennessey, H.D. & Jeannet, J. (2003) Global Account Management: Creating Value. New York: John Wiley & Sons.

Heuchert, J., Parker, W., Stumpf, H. & Myburgh, C. (2000) The five-factor model of personality in South African college students. American Behavioral Scientist. 44(1), 112–125.

Hill, T. (1985) Manufacturing Strategy. The Strategic Management of the Manufacturing Function, Open University Book.

Hilton, R.W. (2008) Managerial Accounting. New York: McGraw-Hill/Irwin.

Hinterhuber, A. & Liozu, S. (2012) Is It Time to Rethink Your Pricing Strategy?MIT Sloan Management Review. [Online]. Available from: http://sloanreview.mit.edu/the–magazine/2012–summer/53413/is–it–time–to–rethink–your–pricing–strategy/

Hocutt, M.A. (1998) Relationship dissolution model: Antecedents of relationship commitment and the likelihood of dissolving a relationship. International Journal of Service Industry Management. 9(2), 189–200.

Hoekstra, J.C. & Huizingh, E.K. (1999) The lifetime value concept in customer-based marketing. Journal of Market-Focused Management. 3(3–4), 257–274.

Hoholm, T. & Olsen, P.I. (2012) The contrary forces of innovation: A conceptual model for studying networked innovation processes. Industrial Marketing Management. 41(2), 344–356.

Holbrook, M.B. (1994) The nature of customer value: Axiology services in the consumption experience. In: Rust, R.T. & Oliver, R.L. (eds.), Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: Sage.

Holland, C. & Naudé, P. (2004) The metamorphosis of marketing into an information-handling problem. Journal of Business & Industrial Marketing. 19(3), 167–177.

Holmlund, M. (2004) Analyzing business relationships and distinguishing different interaction levels. Industrial Marketing Management. 33(4), 279–287.

Holt, S. (2003) The role of the global account manager: A boundary role theory perspective. Unpublished PhD Thesis. Cranfield University.

Holt, S. & McDonald, M. (2001) A boundary role theory perspective of the global account manager. Journal of Selling and Major Account Management. 3(4), 9–31.

Homburg, C. & Baumgartner, H. (1998) Beurteilung von Kausalmodellen. Bestand­saufnahme und Anwendungsempfehlungen. In: Hildebrandt, L. & Homburg, C. (eds.), Die Kausalanalyse. Stuttgart: Instrument derempirischenbetriebswirtschaftlichenForschung. 343–370.

Homburg, C. & Pflesser, C. (2000), A multiple-layer model of market-oriented organizational culture: Measurement issues and performance outcomes. Journal of Marketing Research. 37(4), 449–462.

Homburg, C., Hoyer, W. & Koschate, N. (2005) Customers' reactions to price increases: do customer satisfaction and perceived motive fairness matter? Journal of Academy of Marketing Science. 33(1), 36–49.

Homburg, C., Steiner, V.V. & Totzek, D. (2009) Managing dynamics in a customer portfolio. Journal of Marketing. 73(5), 70–89.

Homburg, C., Workman, J. & Jensen, O. (2000) Fundamental changes in marketing organization: The movement towards customer focused organizational structures. Journal of the Academy of Marketing Science. 28(4), 459–478.

Homburg, C., Workman, J. & Jensen, O. (2002) A configuration perspective on key account management. Journal of Marketing. 66(2), 38–60.

Homburg, C., Workman, J. & Krohmer, H. (1999) Marketing's influence within the firm. Journal of Marketing. 63(2), 1–17.

Hong, R., Paunonen, S. & Slade, H. (2008) Big five personality factors and the prediction of behavior: A multitrait–multimethod approach. Personality and Individual Differences. 45(2), 160–166.

Hooley, G., Piercy, N.F. & Nicoulaud, B. (2012) Marketing Strategy and Competitive Positioning. Harlow: FT/Prentice-Hall.

Howard, M., Miemczyk, J. & Graves, A. (2006) Automotive supplier parks: An Imperative for Build-to-Order. Journal of Purchasing and Supply Management. 12(2), 91–104.

Hsieh, M.H. & Chou, W.C. (2011) Managing key account portfolios across the process of relationship development: A value proposition-desired value alignment perspective. Journal of Business-to-business Marketing. 18(1), 83–119.

Hu, L. & Bentler, P.M. (1999) Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling. 6(1), 1–55.

Hui Shi, L., Zou, S. & Cavusgil, S.T. (2004) A conceptual framework of global account management capabilities and firm performance. International Business Review. 13(5), 539–553.

Hult, G.T., Hurley, R.F. & Knight, G.A. (2004) Innovativeness: Its antecedents and impact on business performance. Industrial Marketing Management. 33(5), 429–438.

Hunt, S.D. (1991) Modern Marketing Theory: Critical Issues in the Philosophy of Marketing Science. New York: South-Western.

Hunt, S.D. (1999) The strategic imperative and sustainable competitive advantage: Public policy implications of resource-advantage theory. Journal of the Academy of Marketing Science. 27(2), 144–159.

Hunt, S.D. (2000) A General Theory of Competition: Resources, Competences, Productivity, Economic Growth. Thousand Oaks, CA: Sage Publications.

Hunter, G.K. & Perreault, W.D. (2007) Making sales technology effective. Journal of Marketing. 71(1), 16–34.

Hunter, M.W. (1987) Getting started in national account marketing. Business Marketing. 61–64.

Hurley, R.F. (1998) Managing change: an ethnographic approach to developing research propositions and understanding change in sales organizations. Journal of Personal Selling and Sales Management. 18(3), 57–71.

Hurtz, G. & Donovan, J. (2000) Personality and job performance: The big five revisited. Journal of Applied Psychology. 85(6), 869–879.

Hutt, M.D. & Walker, B.A. (2006) A network perspective of account manager performance. Journal of Business & Industrial Marketing. 21(7), 466–473.

Hutt, M.D., Johnston, W.S. & Ronchetto, J.R. (1985) Selling centres and buying centres: Formulating strategic exchange patterns. Journal of Personal Selling & Sales Management. 5(1), 33–40.

Hutt, M.D., Reingen, P.H. & Ronchetto, J.R. (1988) Tracing emergent processes in marketing strategy formation, Journal of Marketing. 52(1), 4–19.

Hyatt, D.E. & Ruddy, T.M. (1997) An examination of the relationship between work group characteristics and performance: Once more into the breach. Personnel Psychology. 50(3), 553–585.

Ingemansson, M. & Waluszewski, A. (2009) The relative benefits of an innovation: Its appearance in the academic, venture capital and user setting. The IMP Journal. 3(2), 20–56.

Ivens, B.S. & Pardo, C. (2003) Are key account relationships different? Empirical results on supplier strategies and customer reactions. Proceedings of the 19th Annual IMP Conference, Lugano, September 4–6, 2003.

Ivens, B.S. & Pardo, C. (2005)When a relationship is ‘transactionalized’: The introduction of reverse auctions in a key account relationship. The 21st Annual IMP Conference. Rotterdam, Netherland.

Ivens, B.S. & Pardo, C. (2007, 2003) Are key account relationships different? Empirical results on supplier strategies and customer reactions. Industrial Marketing Management. 36(4), 470–482.

Ivens, B.S. & Pardo, C. (2008) Key account management in business markets: An empirical test of common assumptions. Journal of Business & Industrial Marketing. 23(5), 301–310.

Jackson, B.B. (1985) Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships. Lexington, MA: D.C. Heath and Company.

Jacobs, F.A., Johnston, W. & Kotchetova, N. (2001) Customer profitability: Prospective vs. retrospective approaches in a business-to-business setting. Industrial Marketing Management. 30(4), 353–363.

Jagdish, S. & Sharma, A. (1997), Relationship marketing: An agenda for inquiry. Industrial Marketing Management. 26(2), 87–89.

Jain, D. & Singh, S.S. (2002), Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing. 16(2), 34–46.

Janda, S. & Seshadri, S. (2001) The influence of purchasing strategies on performance. Journal of Business & Industrial Marketing. 16(4), 294–308.

Jap, S.D. (1999) Pie-expansion efforts: Collaboration processes in buyer–supplier relationships. Journal of Marketing Research. 36(4), 461–475.

Jap, S.D. (2001) ‘Pie sharing’ in complex collaboration contexts. Journal of Marketing Research. 38(1), 86–99.

Jap, S.D. (2003) An exploratory study of the introduction of online reverse auctions. Journal of Marketing. 67(3), 96–107.

Jap, S.D. & Ganesan, S. (2000) Control mechanisms and the relationship life cycle: Implications for safeguarding specific investments and developing commitment. Journal of Marketing Research. 37(2), 227–245.

Jaworski, B.J. & Kohli, A.K. (1993) Market orientation: Antecedents and consequences. Journal of Marketing. 57(July), 53–70.

Johanson, J., Hallen, L., & Seyed-Mohamed, N. (1991) Interfirm Adaptation in Business Relationship. Journal of Marketing. 55(2), 29–37.

John, G. & Reve, T. (1982) The reliability and validity of key informant data from dyadic relationships in marketing channels. Journal of Marketing Research. 19(4), 517–524.

John, O. & Srivastava, S. (1999) The big five trait taxonomy: History, measurement, and theoretical perspectives. In: Pervin, L. & John, O. (eds.), Handbook of Personality: Theory and Research. New York: Guilford Press.

Johnson, D.S., Clark, B.H. & Barczak, G. (2012) Customer relationship management processes: How faithful are business-to-business firms to customer profitability? Industrial Marketing Management. 41(8), 1094–1105.

Johnson, J. & Duyn, A.V. (2007) Pressure on clothes retailers after gap child labour allegation. Financial Times. October 29, 6.

Johnson, M.D. & Selnes, F. (2004) Customer portfolio management: Toward a dynamic theory of exchange relationships. Journal of Marketing. 68(2), p.1–17.

Johnson, T. & Ford, D. (2007) Customer approaches to product development with suppliers. Industrial Marketing Management. 36(3), 300–308.

Johnston, D.A., Mccutcheon, D.M., Stuart, F.I. & Kerwood, H. (2004) Effects of supplier trust on performance of cooperative supplier relationships. Journal of Operations Management. 22(1), 23–38.

Johnston, W.J. & Bonoma, T.V. (1981) The buying center: Structure and interaction patterns. Journal of Marketing. 45(3), 143–156.

Jolson, M.A. (1997) Broadening the scope of relationship selling. Journal of Personal Selling & Sales Management. 17(4), p.75–88.

Jones, E., Brown, S.P., Zoltners, A.A. & Weitz, B.A. (2005) The changing environment of selling and sales management. Journal of Personal Selling & Sales Management. 25(2), 105–111.

Jones, E., Dixon, A.L., Chonko, L.B & Cannon, J. (2005) Key accounts and team selling: A review, framework, and research agenda. Journal of Personal Selling & Sales Management. 25(2), 181–198.

Jones, E., Roberts, J.A. & Chonko, L.B. (2000) Motivating sales entrepreneurs to change: A conceptual framework of factors leading to successful change management initiatives in sales organizations. Journal of Marketing Theory & Practice. 8(2), 37–50.

Jones, T.M. (1991) Ethical decision making by individuals in organizations: An issue-contingent model. Academy of Management Review. 16(2), 366–395.

Joshi, A.W. & Stump, R.L. (1999a) The contingent effect of specific asset investments on joint action in manufacturer–supplier relationships: An empirical test of the moderating role of reciprocal asset investments, uncertainty, and trust. Journal of the Academy of Marketing Science. 27(3), 291–305.

Joshi, A.W. & Stump, R.L. (1999b) Transaction cost analysis: Integration of recent refinements and an empirical test. Journal of Business-to-business Marketing. 5(4), 37–72.

Jouini, O., Dallery, Y. & Nait, A.R. (2004) Stochastic models of customer portfolio management in call centers. Annual International Conference of the German Operation Research Society. Tilburg, Netherlands.

Jüttner, U., Godsell, J. & Christopher, M.G. (2006) Demand chain alignment competence delivering value through product life cycle management. Industrial Marketing Management. 35(8), 989–1001.

Kaario, K., Pennanen, R. & Storbacka, K. (2004) Selling Value – Maximize Growth by Helping Customers Succeed. Helsinki: WSOY.

Kahn, K.B. & Mentzer, J.T. (1998) Marketing's integration with other departments. Journal of Business Research. 42(1), 53–62.

Kahn, R.L., Wolfe, D.M., Quinn, R.P. and Snoek, J.D. (1964) Organisational Stress: Studies in Role Conflict and Ambiguity. New York: John Wiley & Sons.

Kalafatis, S. & Denton, A. (2000) A method for estimating the profit impact of a discount scheme. Journal of Business-to-business Marketing. 7(1), 19–43.

Kalwani, M.U. & Narayandas, N. (1995) Long-term manufacturer–supplier relationships: Do they pay off for supplier firms? Journal of Marketing. 59(1), 1–16.

Kaplan, R.S. (2005a) A Balanced Scorecard Approach to Measure Customer Profitability. Harvard Business School.

Kaplan, R.S. (2005b) How the balanced scorecard complements the McKinsey 7–S Model. Strategy & Leadership. 33(3), 41–46.

Kaplan, R.S. & Norton, D. (2006) Alignment–Using the Balanced Scorecard to Create Corporate Synergies. Harvard Business School Press.

Kaufman, A., Wood, C. H. & Theyel, G. (2000) Collaboration and technology linkages: A strategic supplier typology. Strategic Management Journal. 21(6), 649–663.

Kempeners, M.A. (1997) Key account management: Between failure and success. 13th IMP conference. Lyon, France.

Kempeners, M.A. & van der Hart, H.W. (1999) Designing account management organizations. Journal of Business & Industrial Marketing. 14(4), 310–335.

Kerin, R.A., Varadarajan, P.R. & Peterson, R.A. (1992) First-mover advantage: A synthesis, conceptual framework, and research propositions. Journal of Marketing. 56(4), 33–52.

Kim, K.K., Park, S-H., Ryoo, S.Y. & Park, S.K. (2010) Inter-organizational cooperation in buyer–supplier relationships: Both perspectives. Journal of Business Research. 63(8), 863–869.

Kirkby, (1988) Creating major sales. In: Forsyth, (ed.), Sales Management Handbook. Hoboken, NJ: John Wiley & Sons Ltd.

Kirkman, B.L. & Rosen, B. (1999) Beyond self-management: Antecedents and consequences of team empowerment. Academy of Management Journal. 42(1), 58–74.

Kirkman, B.L., Rosen, B., Tesluk, T. & Gibson, C. (2004) The impact of team empowerment on virtual team performance: The moderating role of face-to-face interaction. Academy of Management Journal. 47(2), 175–192.

Kirkpatrick, D. (2005) IBM shares its secrets. Fortune. September 5, 60–67.

Kirwan, J. (1992) The precision selling payoff. Sales & Marketing Management. 144(January), 58–61.

Klein, B. (1996) Why hold-ups occur: The self-enforcing range of contractual relationships. Economic Inquiry. 34(3), 444–463.

Kleinaltenkamp, M. & Ehret, M. (2006) The value added by specific investments – A framework for managing relationships in the context of value networks. Journal of Business and Industrial Marketing. 21(2), 65–71.

Kleintenkamp, M. & Ricker, S.A. (1997). Kundenovientierte Organisation. In: Kleintenkamp, M. & Plinke, W. (eds.) Strategisches Business to Business Marketing. Berlin: Springer.

Kohli, A.K. (1985) Some unexplored supervisory behaviors and their influence on salespeople's role clarity, specific self-esteem, job satisfaction, and motivation. Journal of Marketing Research. 22(4), 424–433.

Kohli, A.K. & Jaworski, B.J. (1990) Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing. 54(2), 1–18.

Koopmans, T. (1957) Three Essays on The State of Economic Science. New York: Martino Fine Books.

Kotler, P. (1997) Marketing Management: Analysis, Planning, Implementation, and Control (9th edition). Upper Saddle River, NJ: Prentice-Hall, Inc.

Kotler, P., Armstrong, G., Saunders, J. & Wong, V. (1996) Principles of Marketing. London: Prentice-Hall.

Kotter, J. (1995) Leading change. Why transformational efforts fail. Harvard Business Review. March–April, 59–67.

Kowalkowski, C. (2011) Dynamics of value propositions: Insights from service-dominant logic. European Journal of Marketing. 45(1/2), 277–294.

Kowalkowski, C., Kindström, D. & Brehmer, P.O. (2011) Managing industrial service offerings in global business markets. Journal of Business & Industrial Marketing. 26(3), 181–192.

Kraljic, (1983) Purchasing Must Become Supply Management. [Online] Available from http://hbr.org/1983/09/purchasing–must–become–supply–management/ar/1.

Kranton, R.E. & Minehart, D.F. (2001) A theory of buyer–seller networks. The American Economic Review. 91(3), 485–508.

Krapfel, R.E., Salmond, D. & Spekman, R. (1991) A strategic approach to managing buyer–seller relationships. European Journal of Marketing. 25(9), 22–37.

Kumar, N., Scheer, L.K. & Steenkamp, J.E.M. (1995) The effects of perceived interdependence on dealer attitudes. Journal of Marketing Research. 32(3), 348–356.

Kumar, V. & Shah, D. (2009) Expanding the role of marketing: From customer equity to market capitalization. Journal of Marketing. 73(6), 119–136.

Kumar, V., Bohling, T.R. & Ladda, R.N. (2003) Antecedents and consequences of relationship intention: Implications for transaction and relationship marketing. Industrial Marketing Management. 32(8), 667–676.

Kumar, V., Venkatesan, R. & Reinartz, W. (2008) Performance implications of adopting a customer-focused sales campaign. Journal of Marketing. 72(5), 50–68.

Kumar, V., Venkatesan, R., Bohling, T. & Beckmann, D. (2008) The power of CLV: Managing customer lifetime value at IBM. Marketing Science. 27(4), 585–599.

Kuratko, D.F., Montagno, R.V. & Hornsby, J.S. (1990) Developing an intrapreneurial assessment instrument for an effective corporate entrepreneurial environment. Strategic Management Journal. 11, 49–58.

Kurzrock, W. (1983) Key account sales: A high payoff training challenge. Training and Development Journal. 37(11), 41–46.

La Rocca, A. & Snehota, I. (2012) Sales outside-in and inside-out. 28th IMP Conference. Rome, Italy.

La Rocca, A. & Snehota, I. (2014) Value creation and organisational practices at firm boundaries. Management Decision.

La Rocca, A., Caruana, A. & Snehota, I. (2012) Measuring customer attractiveness. Industrial Marketing Management. 41(8), 1241–1248.

Laabs, J.J. (1996) Expert advice on how to move forward with change. Personnel Journal. 75(7), 54–62.

Laguna, M. & Marklund, J. (2005) Business Process Modelling, Simulation, and Design. Upper Saddle River, NJ: Pearson Education, Inc.

Lambe, C.J. & Spekman, R.E. (1997a) National account management: Large account selling or buyer supplier alliance? Journal of Personal Selling & Sales Management. 17(4), 61–74.

Lambe, C.J. & Spekman, R.E. (1997b) Alliances, external technology acquisition, and discontinuous technological change. Journal of Product Innovation Management. 14(2), 102–116.

Lambe, C.J., Spekman, R.E. & Hunt, S.D. (2000) Interimistic relational exchange: Conceptualization and propositional development. Journal of the Academy of Marketing Science. 28(2), 212–225.

Lambert, D.M., Emmelhainz, M.A. & Gardner, J.T. (1996) Developing and implementing supply chain partnerships. International Journal of Logistics. 7(2), 1–17.

Lamming, R. (1993) Beyond Partnership: Strategies for Innovation and Lean Supply. London: Prentice-Hall.

Lamont, W.D. (1955) The Value Judgment. Westport, CT: Greenwood Press.

Landry, J.T. (2000) Trusted partners: How companies build mutual trust and win together. Harvard Business Review. 78(2), 179.

Lang, R. (1973) National account selling. American Management Association Seminar. Chicago.

Lawrence, A. & Taylor, B. (2005) Managing customer profitability using portfolio matrices. Database Marketing & Customer Strategy Management. 12(4), 298–304.

Lawrence, B.S. (1997) The black box of organizational demography. Organization Science. 8(1), 1–22.

Lawrence, P.R. & Lynch, R.P. (2011), Leadership and The Structure of Trust. [Online] Available from: http://www.europeanbusinessreview.com/?p=3900.

Leake, J. (2005) Picky stores force farmers to dump veg. The Sunday Times. July 17, 1–6.

Leigh, T.W. & Marshall, G.W. (2001) Research priorities in sales strategy and performance. Journal of Personal Selling & Sales Management. 21(2), 83–93.

Lerner, A.(1934) The concept of monopoly and the measurement of monopoly power. The Review of Economic Studies. 1(3), 157–175.

Levitt, T. (1960) Marketing myopia. Harvard Business Review. July–August, 45–56.

Lewin, K. (1946) Action research and minority problems. Journal of Social Issues. 2(4), 34–46.

Lewis, J.D. (1990) Partnerships for Profit: Structuring a Managing Strategic Alliances. New York: Free Press.

Li, F. & Nicholls, J.A.F. (2000) Transactional or relationship marketing: Determinants of strategic choices. Journal of Marketing Management. 16(5), 449–464.

Li, Y. (2012) The Competence Profile of The Key Account Manager. Unpublished MSc Thesis. Cranfield University.

Lieberman, M.B. & Montgomery, D.B. (1988) First-mover advantages. Strategic Management Journal. 9(special issue), 41–58.

Liedtka, J.M. (1996) Collaborating across lines of business for competitive advantage. Academy of Management Executive. 10(2), 20–37.

Lim, B.C. & Ployhart, R. (2006) Assessing the convergent and discriminant validity of Goldberg's international personality item pool: A multitrait–multimethod examination. Organizational Research Methods. 9(1), 29–54.

Lin, C.Y. (2002) Empowerment in the service industry: An empirical study in Taiwan. Journal of Psychology. 136(5), 533–555.

Lincoln, Y.S. & Guba, E.G. (1985) Naturalistic Inquiry. Newbury Park, CA: Sage Publications.

Lindgreen A. & Wynstra, F. (2005) Value in Business Markets: What do we Know? Where are we Going? Industrial Marketing Management. 34(7), 732–748.

Lindgreen, A., Palmer, R., Vanhamme, J. & Wouters, J. (2006) A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management. 35(1), 57–71.

Lovelock, C.H. & Young, R.F. (1979) Look to consumers to increase productivity. [Online]. Accessible from: Hardvard Business Review, http://hbr.org/1979/05/look–to–consumers–to–increase–productivity/ar/1.

Low, G.S. & Fullerton, R.A. (1994) Brands, brand management, and the brand manager system: A critical-historical evaluation. Journal of Marketing Research. 31(2), 173–190.

Lusch, R.F. & Vargo, S. (2006) Service-dominant logic: Reactions, reflections and refinements. Marketing Theory. 6(3), 281–288.

Lynette, J.R. & Humphrey, A.S. (2007) Managing key business-to-business relationships: What marketing can learn from supply chain management. Journal of Service Research. 9(4), 312–326.

Macauley, S. (1963) Non-contractual relations in business: A preliminary study. American Sociological Review. 28(1), 55–67.

Macinnis, D.J. (2011) A framework for conceptual contributions in marketing. Journal of Marketing. 75(4), 136–154.

Mackintosh, J. & Simon, B. (2005) Ford to focus on business from key suppliers. Financial Times. September 30, 32.

Macneil, I. (1978) Contracts: Adjustment of long term economic relations under classical, neoclassical and relational contract law. Northwestern University Law Review. 72(6), 854–906.

Macneil, I. (1980) Power, contract, and the economic model. Journal of Economic Issues. 14(4), 909–923.

Mahajan, J. & Churchill, G.A. (1990) Alternative approaches for investigating contingency-based organizational predictions in personal selling. International Journal of Research in Marketing. 7(2–3), 149–169.

Maignan, I., Ferrell, O.C. & Ferrell, L. (2005) A stakeholder model for implementing social responsibility in marketing. European Journal of Marketing. 39(9/10), 956–977.

Maister, D.H. (1999) Key account management. CPA Journal. 69(3), 62–64.

Maltz, E. & Kohli, A. (1996) Market intelligence dissemination across functional boundaries. Journal of Marketing Research. 33(1), 47–61.

Marbán, O., Menasalvas, E. & Fernández-Baizán, C. (2008) A cost model to estimate the effort of data mining projects (DMCoMo). Information Systems. 33(1), 133–150.

Marchetti, M. (1999) A hiring decision you can't afford to screw up. Sales and Marketing Management. 151(6), 13.

Markowitz, H. (1952) Portfolio selection. The Journal of Finance. 7(1), 77–91.

Marks, M.A., Mathieu, J.E. & Zaccaro, S.J. (2001) A temporally based framework and taxonomy of team processes. Academy of Management Review. 26(3), 356–376.

Marshall, G.W., Moncrief, W.C. & Lassk, F.G. (1999) The current state of sales force activities. Industrial Marketing and Management. 28(1), 87–98.

Mathieu, J.E., Gilson, L. L. & Ruddy, T.M. (2006) Empowerment and team effectiveness: An empirical test of an integrated model. The Journal of Applied Psychology. 91(1), 97–108.

McCrae, R. & Costa, P. (2004) A contemplated revision of the NEO five-factor inventory. Personality and Individual Differences. 36(3), 587–596.

McCrae, R. & Costa, P. (2007) Brief versions of the NEO-PI-3. Journal of Individual Differences. 28(3), 116–128.

McCrae, R., Costa, P., Pillar, G., Rolland, J. & Parker, W. (1998) Cross-cultural assessment of the Five-Factor Model: The revised NEO Personality Inventory. Journal of Cross-Cultural Psychology. 29(1), 171–188.

McDonald, M. (1986) The Theory and Practice of Marketing Planning in Industrial Markets. Cranfield University.

McDonald, M. (2000) Key account management: A domain review. Marketing Review. 1(1), 15–35.

McDonald, M. (2012) Marketing Plans: How To Prepare Them; How To Profit From Them. Oxford: Wiley.

McDonald, M. & Rogers, B. (1996) Key account management: Learning from supplier and customer perspectives. Cranfield School of Management Research Report. Cranfield University.

McDonald, M. & Rogers, B. (1998) Key Account Management – Learning From Supplier and Customer Perspectives. Oxford: Butterworth Heinemann.

McDonald, M. & Woodburn, D. (1999) Key account management: Building on supplier and customer perspectives, Financial Times, Prentice Hall.

McDonald, M. & Woodburn, D. (2007) Key Account Management. The Definitive Guide (2nd edition). Oxford: Elsevier.

McDonald, M. & Woodburn, D. (2011) Key Account Management: The Definitive Guide (3rd edition). Oxford: Wiley.

McDonald, M., Millman, T. & Rogers, B. (1997) Key account management: Theory, practice and challenges. Journal of Marketing Management. 13(8), 737–757.

McDonald, M., Rogers, B. & Woodburn, D. (2000) Key Customers: How to Manage Them Profitably (CIM Professional Development), Oxford: Butterworth-Heinemann.

McDonald, M., Ryals, L., Dennison, T., Yallop, R. & Rogers, B. (1994) Marketing the Challenge of Change. Cranfield University.

McGrath, J.E. (1964) Social Psychology: A Brief Introduction. Holt: Rinehart and Winston.

McKelvey, B. (1975) Guidelines for the empirical classification of organizations. Administrative Science Quarterly. 20(4), 509–525.

McKinney, G. & McKinney, M. (1989) Forget the corporate umbrella–entrepreneurs shine in the rain. Sloan Management Review. 30(4), p.77–82.

Meehan, J. & Wright, G.H. (2012) The origins of power in buyer–seller relationships. Industrial Marketing Management. 41(4), 669–679.

Menard, C. (2004) The economics of hybrid organizations. Journal of Institutional and Theoretical Economics. 160(3), 1–32.

Menguc, B. & Barker, T. (2005) Re-examining field sales unit performance: Insights from the resource-based view and dynamic capabilities perspective. European Journal of Marketing. 39(7/8), 885–909.

Menon, A., Jaworski, B.J. & Kohli, A. (1997) Product quality: Impact of interdepartmental interactions. Journal of the Academy of Marketing Science. 25(3), 187–200.

Meyer, A.D., Tsui, A.S. & Hinings, C.R. (1993) Configurational approaches to organizational analysis. Academy of Management Journal. 39(6), 1175–1195.

Miles, M. & Huberman, M. (1994) Qualitative Data Analysis: An Expanded Sourcebook. Thousand Oaks, CA: Sage Publications.

Miles, M.B. & Huberman, M. A. (2003) Analyse des données qualitatives (2nd edition). Brussels: De Boeck.

Miles, R.E. & Snow, C.C. (1978) Organizational Strategy, Structure, and Process. New York: McGraw-Hill.

Miller, D. (1996) Configurations revisited. Strategic Management Journal. 17(7), 505–512.

Miller, D. & Friesen, P.H. (1984) A longitudinal study of the corporate life cycle. Management Science. 30(10), 1161–1183.

Miller, D., Hope, Q., Eisenstat, R., Foote, N. & Galbraith, J. (2002) The problem of solutions: Balancing clients and capabilities. Business Horizons. 45(2), 3–12.

Miller, R.B. & Heiman, S.E. (1985) Strategic Selling. New York: William Morrow & Co. Inc.

Miller, R.B. & Heiman, S.E. (1987) Conceptual Selling. New York: Harry Halt & Co Inc.

Miller, R.B. & Heiman, S.E. (1991) Successful Large Account Management. New York: Henry Holt and Company, Inc.

Milliken, F. & Martins, L. (1996) Searching for common threads: Understanding the multiple effects of diversity in organizational groups. Academy of Management Review. 21(2), 402–433.

Millman, T. (1996) Global key account management and systems selling. International Business Review. 5(6), 631–645.

Millman, T. (1999) From national account management to global account management in business-to-business markets. Thexis. 16(4), 2–9.

Millman, T. & Wilson, K. (1994) From key account selling to key account management. Proceedings of the 10th IMP Conference. Bath.

Millman, T. & Wilson, K. (1995a) From key account selling to key account management. Journal of Marketing Practice: Applied Marketing Science. 1(1), 9–21.

Millman, T. & Wilson, K. (1995b) Developing key account managers. In: Turnbull, P., Yorke, D. & Naude, P. (eds.), The 11th IMP International Conference. Manchester.

Millman, T. & Wilson, K. (1996a) Developing key account management competencies. Journal of Marketing Practice Applied Marketing Science. 2(2), 7–22.

Millman, T. & Wilson. K. (1996b) Contentious Issues in Key Account Management. [Online] Available from: https://www.escholar.manchester.ac.uk/api/datastream?publicationPid=uk–ac–man–scw:2n1053&datastreamId=FULL–TEXT.PDF.

Millman, T. & Wilson, K. (1997) Defining key account management attractiveness in business to business markets. Proceedings of the 33rd NAMA Conference. Fort Lauderdale, Florida.

Millman, T. & Wilson, K. (1999a) Developing Global Account Management Competencies. Available from: https://www.escholar.manchester.ac.uk/api/datastream?publicationPid=uk–ac–man–scw:2n923&datastreamId=FULL–TEXT.PDF.

Millman, T. & Wilson, K. (1999b) Processual issues in key account management: Underpinning the customer-facing organisation. Journal of Business & Industrial Marketing. 14(4), 328–337.

Mills, P. & Morris, J. (1986) Clients as ‘partial’ employees of service organizations: Role development in client participation. Academy of Management Review. 11(4), 726–735.

Miner, A.S., Basoff, P. & Moorman, C. (2001) Organizational improvisation and learning: A field study. Administrative Science Quarterly. 46(2), 304–337.

Missirilian, O. & Calvi, R. (2004) Key supplier manager (KSM): An emerging function in purchasing. The 20th IMP Conference. Copenhagen.

Moeller, S., Fassnacht, M. & Klos, S. (2006) A framework for supplier relationship management (SRM), Journal of Business to Business Marketing. 13(4), 69–94.

Mohr, J. & Spekman, R. (1994) Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques. Strategic Management Journal. 15(2), 135–152.

Mohr, J.J. & Nevin, J.R. (1990) Communication strategies in marketing channels: A theoretical perspective. Journal of Marketing. 54(4), 36–51.

Mohr, J.J., Fisher, R.J. & Nevin, J.R. (1996) Collaborative communication in interfirm relationships: Moderating effects of integration and control. Journal of Marketing. 60(3), 103–115.

Mohrman, S.A., Cohen, S.G. & Mohrman, A.M. (1995) Designing Team-Based Organizations: New Forms For Knowledge Work. San Francisco: Jossey-Bass.

Möller, K.E. (2006) Role of competence in creating customer value: A value-creation logic approach. Industrial Marketing Management. 35(8), 913–924.

Möller, K.E. & Törrönen, P. (2003) Business suppliers. Value creation potential: A capability-based analysis. Industrial Marketing Management. 32(2), 109–118.

Möller, K.E., Rajala, A. & Svahn, S. (2005) Strategic business nets – their type and management. Journal of Business Research. 58(3/4), 1274–1284.

Möllering, G. (2003) A typology of supplier relations: From determinism to pluralism in inter-firm empirical research. Journal of Purchasing and Supply Management. 9(1), 31–41.

Momani, F. & Richter, T. (1999) Standardization versus differentiation in European key account management: The case of Adidas–Salomon AG. Thexis. 4, 44–47.

Moncrief, W.C. (1986) Selling activity and sales position taxonomies for industrial salesforces. Journal of Marketing Research. 23(3), 261–270.

Moncrief, W.C. & Marshall, G.W. (2005) The evolution of the seven steps of selling. Industrial Marketing Management. 34(1), 13–22.

Monczka, R. & Morgan, J. (2000) Competitive supply strategies for the 21st century. Purchasing. 128(1), 48–59.

Monroe, K.B. (1990), Pricing: Making Profitable Decisions. (3rd edition). New York: McGraw-Hill.

Montgomery, D.B. & Yip, G.S. (2000) The challenge of global customer management. Marketing Management. 9(4), 22–29.

Montgomery, D.B., Yip, G.S. & Villalonga, B. (1998) The Use And Performance Effect Of Global Account Management: An Empirical Analysis Using Structural Equation Modelling. Unpublished working paper. Stanford University Graduate School of Business.

Moon, M.A. & Armstrong, G.M. (1994) Selling teams: A conceptual framework and research agenda. Journal of Personal Selling and Sales Management. 14(1), 17–30.

Moon, M.A. & Gupta, S.F. (1997) Examining the formation of selling centers: A conceptual framework. Journal of Personal Selling and Sales Management. 17(2), 31–41.

Moorman, C. & Rust, R.T. (1999) The role of marketing. Journal of Marketing. 63(Special Issue), 180–197.

Moorman, C., Deshpandé, R. & Zaltman, G. (1993) Factors affecting trust in market research relationships. Journal of Marketing. 57(1), 81–101.

Morgan, R. & Hunt, S. (1994) The commitment trust theory of relationship marketing. Journal of Marketing. 58(3), 20–38.

Morgan, R. & Hunt, S. (1999) Relationship-based competitive advantage: The role of relationship marketing in marketing strategy. Journal of Business Research. 46(3), 281–290.

Morrison, S. & Waters, R. (2005) Time comes to think different. Financial Times. June 7, 25.

Moss Kanter, R. (2009) Supercorp: How Vanguard Companies Create Innovation, Profits, Growth and Social Good, London: Profile Books.

Mota, J. & de Castro, L.M. (2005) Relationship portfolios and capability development: Cases from the moulds industry. Journal of Purchasing & Supply Management. 11(1), 42–54.

Mouzas, S. & Araujo, L. (2000) Implementing programmatic initiatives in manufacturer–retailer networks. Industrial Marketing Management. 29(4), 293–303.

Mouzas, S. & Ford, D.(2006) Managing relationships in showery weather: The role of umbrella agreements. Journal of Business Research. 59(12), 1248–1256.

Mouzas, S., Henneberg, S. & Naudé, P. (2007) Developing network insight. Industrial Marketing Management. 37(2), 167–180.

Mulhern, F. (1999) Customer profitability analysis: Measurement, concentration, and research. Journal of Interactive Marketing. 13(1), 25–40.

Mundt, J. (1993) Externalities: Uncalculated outcomes of exchange. Journal of Macromarketing. 13(2), 46–53.

Murray, A.I. (1989) Top management group heterogeneity and firm performance. Strategic Management Journal. 10, 125–141.

Murray, S. (2006) Alliances heed anti–trust traps. Financial Times. January 5, 10.

Myhr, N. & Spekman, R.E. (2005) Collaborative supply-chain partnerships built upon trust and electronically mediated exchange. Journal of Business and Industrial Marketing. 20(4/5), 179–186.

Nachnani, A. (1998) Restoring the balance of power: Profiting from strategic customer relationships. USA: Sales Executive Council Report.

Nahapiet, J. (1994) Servicing the global client: Towards global account management? In 14th Annual Conference of the Strategic Management Society. Jouy en Josas, France.

Naidu, A.P., Sheth, J.N. & Westgate, L. (1999) Does relationship marketing pay? An empirical investigation of relationship marketing practices in hospitals. Journal of Business Research. 46(3), 207–218.

Nambisan, S. (2002) Designing virtual customer environment for new product development: Toward a theory. Academy of Management Review. 27(3), 392–413.

Napolitano, L. (1997) Customer supplier partnering: A strategy whose time has come. Journal of Personal Selling and Sales Management. 17(4), 1–8.

Narayandas, D. & Rangan, V. K. (2004) Building and sustaining buyer–seller relationships in mature industrial markets. Journal of Marketing. 68(3), 63–77.

Narayandas, D., Quelch, J. & Swartz, G. (2000) Prepare your company for global pricing. Sloan Management Review. 42(1), 61–70.

Narus, J.A. & Anderson, J.C. (1995) Using teams to manage collaborative relationships in business markets. Journal of Business to Business Marketing. 2(3), 17–46.

Narver, J.C. & Slater, S.F. (1990) The effect of a market orientation on business profitability. Journal of Marketing. 54(October), 20–35.

Natti, S. & Ojasalo, J. (2008) What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study. Services Industry Journal. 28(9), 1199–1213.

Natti, S. & Palo, T. (2006) Key account management in business-to-business expert organizations: an exploratory study on the implementation process. Service Industries Journal. 32(11), 1837–1852.

Natti, S., Halinen, A. & Hanttu, N. (2006) Customer knowledge transfer and key account management in professional service organizations. International Journal of Service Industry Management. 17(4), 304–319.

Neal, J.A. & Tromley, C.L. (1995) From incremental change to retrofit: Creating high-performance work systems. Academy of Management Executive. 9(1), 42–53.

Netemeyer, R.G., Boles, J.S., Mckee, D. & Mcmurrian, R. (1997) An investigation into the antecedents of organizational citizenship behaviors in a personal selling context. Journal of Marketing. 61(3), 85–98.

Nevin, J.R. (1995) Relationship marketing and distribution channels: Exploring fundamental issues. Journal of the Academy of Marketing Science. 23(4), 327–334.

Newbourne, P.T. (1997) The role of partnerships in strategic account management. The International Journal of Logistics Management. 8(1), 67–74.

Newman, R.G. (1989) Single sourcing: Short-term savings versus long-term problems. Journal of Purchasing and Materials Management. 25(2), 20–25.

Ngo, L.V. & O'Cass, A. (2009) Creating value offerings via operant resource-based capabilities. Industrial Marketing Management. 38(1), 45–59.

Ngobo, P. (2005) Drivers of upwards and downward migration in the theatre context. International Journal of Research in Marketing. 22 April, 183–210.

Nicolajsen, H. W. & Scupola, A. (2011) Investigating issues and challenges for customer involvement in business services innovation. Journal of Business & Industrial Marketing. 26(5), 368–376.

Nidumolo, R., Prahalad, C.K. & Rangaswami, M.R. (2009) Why sustainability is now the key driver of innovation. Harvard Business Review. September, 56–64.

Niraj, R., Gupta, M. & Narasimhan, C. (2001) Customer profitability in a supply chain. Journal of Marketing. 65(3), 1–16.

Noordewier, T.G., John, G. & Nevin, J.R. (1990) Performance outcomes of purchasing arrangements in industrial buyer–vendor relationships. Journal of Marketing. 54(4), 80–93.

Normann, R. (2001) Reframing Business: When the Map Changes the Landscape. Chichester: John Wiley & Sons Ltd.

Nunnally, J.C. (1978) Psychometric Theory (2nd edition). New York: McGraw-Hill.

Nunnally, J.C. & Bernstein, I.H. (1994) Psychometric Theory (3rd edition). New York: McGraw-Hill.

Nye, C., Roberts, B., Saucier, G. & Zhou, X. (2008) Testing the measurement equivalence of personality adjective items across cultures. Journal of Research in Personality. 42(6), 1524–1536.

O'Callaghan, R., Kaufman, P.J. & Konsynski, B.R. (1992) Adoption Correlates and Share Effects of Electronic Data Interchange Systems in Marketing Channels. Journal of Marketing. 56(April), 45–56.

O'Connor, G.C. & Rice, M.(2001) Opportunity recognition and breakthrough innovation in large established firms. California Management Review. 43(2), 95–116.

O'Toole, T. & Donaldson, B. (2002) Relationship performance dimensions of buyer–supplier exchanges. European Journal of Purchasing & Supply Management. 8(4), 197–207.

Odell, M. (2005) Convergence is the key to Ericsson's Marconi move. Financial Times. October 26, 23.

Ojasalo, J. (2000) The episodic, phase, and state approaches to customer relationships. In: Cooley, F.V.G. (ed.) Marketing in a Global Economy. Chicago: AMA American Marketing Association, 363–370.

Ojasalo, J. (2001) Key account management at company and individual levels in business-to-business relationships. Journal of Business & Industrial Marketing. 16(3), 199–218.

Ojasalo, J. (2002) Key account management in information–intensive services. Journal of Retailing and Consumer Services. 9(5), 269–276.

Ojasalo, J. (2004) Key network management. Industrial Marketing Management. 33(3), 195–205.

Oliva, R. & Kallenberg, R. (2003) Managing the transition from products to services. International Journal of Service Industry Management. 14(2), 160–172.

Oliver, R. & Winer, R.S. (1987) A framework for the formation and structure of consumer expectations: Review and propositions. Journal of Economic Psychology. 8(4), 469–499.

Oliver, R.L. (1997) Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/McGraw-Hill.

Olsen, R.F. & Ellram, L.M. (1997) A portfolio approach to supplier relationships. Industrial Marketing Management. 26(2), 101–113.

Olson, E.M., Walker, O.C. & Rueckert, R.W. (1995) Organizing for effective new product development. The moderating role of product innovativeness. Journal of Marketing, 59(1), 48–62.

Organ, D.W. (1971) Linking pins between organizations and environment. Business Horizons. 14(December), 73–80.

Organ, D.W. & Lingl, A. (1995) Personality, satisfaction, and organizational citizenship behavior. Journal of Social Psychology. 135(3), 339–350.

Organ, D.W. & Greene, C.N. (1972) The boundary relevance of the project manager's job: findings and implications for R & D management. R & D Management. 3(1), 7–11.

Orwell, G. (1945) Animal Farm. London: Secker & Warburg.

Oswald, A. (1997) Happiness and economic performance. Economic Journal. [Online] Available from: http://www2.warwick.ac.uk/fac/soc/economics/staff/academic/oswald/happecperf.pdf.

Owen, L., Goldwasser, C., Choate, K. & Blitz, A. (2008) Collaborative innovation throughout the extended enterprise. Strategy & Leadership. 36(1), 39–45.

Palmatier, R. (2008) Interfirm relational drivers of customer value. Journal of Marketing. 72(4), 76–89.

Palmer, A. & Bejou, D. (1994) Buyer–seller relationships: A conceptual model and imperical investigation. Journal of Marketing Management. 10(6), 495–512.

Palmer, R. (2007) The transaction-relational continuum: Conceptually elegant but empirically denied, Journal of Business & Industrial Marketing, 22(7), 439–451.

Pardo, C. (1997) Key account management in the business to business field: The key account's point of view. Journal of Personal Selling & Sales Management. 17(Fall), 17–26.

Pardo, C. (1999) Key account management in the business-to-business field: A French overview. Journal of Business & Industrial Marketing. 14(4), 276–290.

Pardo, C. (2006) Key account management in the industrial field. In: Sarathy, V. & Balakhrishna, A.V. (eds.), Key Accounts Management: Concepts and Applications. Hyderabad: The ICFAI University Press. 111–131.

Pardo, C. & Salle, R. (1995) Defining customer boundaries: The first step in customer portfolio management. In: Turnbull, P.W., Yorke, D. & Naude, P. (eds.), Interaction, Relationships and Networks: Past–Present–Future. 11th IMP International Conference. Manchester. 962–978.

Pardo, C., Henneberg, S.C., Mouzas, S. & Naude, P. (2006) Unpicking the meaning of value in key account management. European Journal of Marketing. 40(11/12), 1360–1374.

Pardo, C., Salle, R. & Spencer, R. (1993). The key accountisation of the firm, a case study. 9th IMP Conference, Bath, UK, September 23–25.

Pardo, C., Salle, R. & Spencer, R. (1995) The key accountization of the firm in industrial markets. Journal of Marketing Management. 22(2), 123–134.

Parker, G.M. (1994) Cross-Functional Teams: Working With Allies, Enemies, and Other Strangers. San Francisco: Jossey-Bass.

Parolini, C. (1999) The Value Net. Chichester: Wiley.

Pasmore, W., Francis, C. & Haldeman, J. (1982) Sociotechnical systems: A North American reflection on empirical studies of the seventies. Human Relations. 35(12), 1179–1204.

Patton, M.Q. (2002), Qualitative Research & Evaluation Methods. Thousand Oaks, CA: Sage Publications.

Payne, A. & Holt, S. (1999) A review of the ‘value’ literature and implications for relationship marketing. Australian Marketing Journal. 7(1), 41–51.

Payne, A., Ballantyne, D. & Christopher, M. (2005) A stakeholder approach to relationship marketing strategy. European Journal of Marketing. 39(7/8), 855–871.

Payne, A., Christopher, M., Clark, M. & Peck, H. (1995) Relationship Marketing for Competitive Advantage. Oxford: Elsevier Butterworth-Heinemann.

Payne, A., Storbacka, K. & Frow, P. (2008) Managing the co-creation of value. Journal of the Academy of Marketing Science. 36(1), 83–96.

Peck, M.A. (1997) Integrated Account Management: How Business-to-business Marketers Maximize Customer Loyalty and Profitability. New York: Amacom.

Pegram, R.M. (1972) Selling and Servicing the National Account. Report No. 557. New York: The Conference Board, Inc.

Pelham, A.M. (1999) Influence of environment, strategy, and market orientation on performance in small manufacturing firms. Journal of Business Research. 45(1), 33–46.

Pelled, L.H., Eisenhardt, K.M. & Xin, K.R. (1999) Exploring the black box: An analysis of work group diversity, conflict, and performance. Administrative Science Quarterly. 44(1), 1–28.

Pels, J. (1992) Identification and management of key clients. European Journal of Marketing. 26(5), 5–21.

Perks, H. & Moxey, S. (2011) Market-facing innovation networks: How lead firms partition tasks, share resources and develop capabilities. Industrial Marketing Management. 40(8), 1224–1237.

Perret, V. & Josserand E. (2003) Le paradoxe: Penser et gérer autrement les organisations. Paris: Elllipses.

Perry, M.L., Pearce. C.L. & Sims, H.P. Jr (1999) Empowered selling teams: How shared leadership can contribute to selling team outcomes. Journal of Personal Selling & Sales Management. 19(3), 35–51.

Pervin, L. (2003) The Science of Personality (2nd edition). New York: Oxford University Press. 528.

Peterat, M.A. & Helfatl, C.E. (2003) The dynamic resource-based view: Capability lifecycles. Strategic Management Journal. 24(10), 997–1010.

Peters, L.D., Johnston, W.J., Pressey, A.D. & Kendrick, T. (2010) Collaboration and collective learning: networks as learning organizations. Journal of Business & Industrial Marketing. 25(6), 478–484.

Peters, T.J. & Waterman, R.H. (1982) How the best-run companies turn so-so performers into big winners. Management Review. 71(11), 8–17.

Peters, T.J. & Waterman, R.H. (1982) In Search of Excellence – Lessons from America's Best Run Companies. London: HarperCollins.

Pfeffer, J. (1986) A resource dependence perspective on intercorporate relations. In: Mizruchi, M.S. & Schwartz, M. (eds.), Structural Analysis of Business. New York: Academic Press. 117–132.

Pfeffer, J. & Salancik, G.R. (1978)The External Control of Organizations – A Resource Dependence Perspective. New York: Harper & Row.

Piercy, N.F. (2006), The strategic sales organization. The Marketing Review. 6(1), 3–28.

Piercy, N.F. (2009a) Market-Led Strategic Change: Transforming the Process of Going to Market (4th edition). Oxford: Elsevier.

Piercy, N.F. (2009b) Strategic relationships between boundary-spanning functions: Aligning customer relationship management with supplier relationship management. Industrial Marketing Management. 38(8), 857–864.

Piercy, N.F. (2010) Evolution of strategic sales organizations in business-to-business marketing. Journal of Business & Industrial Marketing. 25(5), 349–359.

Piercy, N.F. & Lane, N. (2003) Transformation of the traditional sales force: Imperatives for intelligence, interface and integration. Journal of Marketing Management. 19(5/6), 563–582.

Piercy, N.F. & Lane, N. (2006a) The hidden risks in strategic account management strategy. Journal of Business Strategy. 27(1), 18–26.

Piercy, N.F. & Lane, N. (2006b) The underlying vulnerabilities in key account management strategies. European Management Journal. 24(2–3), 151–162.

Piercy, N.F. & Lane, N. (2006c) Ethical and moral dilemmas associated with strategic relationships between business-to-business buyers and sellers. Journal of Business Ethics. 72(1), 87–102.

Piercy, N.F. & Lane, N. (2007) Ethical and moral dilemmas associated with strategic relationships between business-to-business buyers and sellers. Journal of Business Ethics. 72, 87–102.

Piercy, N.F. & Lane, N. (2009a) Corporate social responsibility: Impacts on strategic marketing and customer value. The Marketing Review. 9(4), 335–360.

Piercy, N.F. & Lane, N. (2009b) Strategic Customer Management: Strategizing the Sales Organization. Oxford University Press.

Piercy, N.F. & Lane, N. (2011a) Corporate social responsibility initiatives and strategic marketing imperatives. Social Business. 1(4), 325–345.

Piercy, N.F. & Lane, N. (2011b) The evolution of the strategic sales organization. In: Cravens, D.W., Le Meunier-Fitzhugh, K. & Piercy, N.F. (eds.), The Oxford Handbook of Strategic Sales and Sales Management. Oxford University Press.

Piercy, N.F. & Lane, N. (2014) Social and ethical concerns in strategic account management: Emerging opportunities and new threats. In: Woodburn, D. &Wilson, K. (eds.), Handbook of Key Account Management. Oxford: John Wiley.

Pillai, K.G. & Sharma, A. (2003) Mature relationships: Why does relational orientation turn into transaction orientation? Industrial Marketing Management. 32(8), 643–651.

Pinchott, G. (1985) Intrapreneuring. New York: Harper & Row.

Pinto, M.B., Pinto, J.K. & Prescott, J.E. (1993) Antecedents and consequences of project team cross–functional cooperation. Management Science. 39(10), 1281–1297.

Platzer, L.C. (1984) Managing National Accounts. Report No. 850. New York: The Conference Board.

Plender, J. & Persaud, A. (2005) Good ethics means more than ticking boxes. Financial Times. August 23, 10.

Plender, J. & Persaud, A. (2006) The Missing Moral Compass: A Reality Check On Business and Finance Ethics. London: Longtail Publishing.

Plouffe, C.R. & Barclay, D.W. (2007) Salesperson navigation: The intraorganizational dimension of the sales role. Industrial Marketing Management. 36(4), 528–539.

Pollitt, M. (2002) The economics of trust, norms and networks. Business Ethics. 11(2), 119–128.

Porter, M. (1979) How competitive forces shape strategy. Harvard Business Review. March/April.

Porter, M. (1980) Competitive Strategy – Techniques for Analyzing Industries and Competitors. New York: Free Press.

Porter, M. (1996) What is strategy? Harvard Business Review.

Porter, M. (2008) The five competitive forces that shape strategy. Harvard Business Review. January.

Porter, M. & Kramer, M.R. (2002) The competitive advantage of corporate philanthropy. Harvard Business Review. December, 57–68.

Porter, M. & Kramer, M.R. (2011) Creating shared value. Harvard Business Review. January–February, 62–77.

Prahalad, C.K. & Ramaswamy, V. (2000) Co-opting customer competence. Harvard Business Review. August, 2000.

Prahalad, C.K. & Ramaswamy, V. (2005) Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing. 8(3), 5–14.

Prahalad, C.K. & Krishnan, M.S. (2008) The New Age of Innovation: Driving Co-Created Value Through Global Networks. New York: McGraw-Hill.

Pressey, A.D. & Mathews, B. (2003) Jumped, pushed or forgotten? Approaches to dissolution. Journal of Marketing Management. 19(1/2), 131–55.

Prévot, R. & Spencer, R. (2006)Supplier competence alignment: Cases from the buyer perspective in the Brazilian market. Industrial Marketing Management. 35(8), 944–960.

Punj, G. & Stewart, D.W. (1983) Cluster analysis in marketing research: Review and suggestions for application. Journal of Marketing Research. 20(2), 134–148.

Purdy, L. & Safayeni, F. (2000) Strategies for supplier evaluation: A framework for potential advantages and limitations. IEEE Transactions on Engineering Management. 47(4),. 435–443.

Rackham, N. (1988) Account Strategy for Major Sales. Aldershot: Gower.

Rackham, N., Friedman, L. & Ruff, R (1996) Getting Partnering Right. New York: McGraw-Hill.

Raddats, C. (2011) Aligning industrial services with strategies and sources of market differentiation. Journal of Business & Industrial Marketing. 26(5), 332–343.

Ramani, G. & Kumar, V. (2008) Interaction orientation and firm performance. Journal of Marketing. 72(1), 27–45.

Rangan, K.V., Moriarty, R.T. & Swartz, G.S. (1992) Segmenting customers in mature industrial markets. Journal of Marketing, 56(4), 72–82.

Rappaport, A. (1986) Creating Shareholder Value. New York: Free Press.

Read, S., Dew, N., Sarasvathy, S.D., Song, M. & Wiltbank, R. (2009) Marketing under uncertainty: The logic of an effectual approach. Journal of Marketing. 73(3), 1–18.

Rehme, J. (2001) Sales coordination in multinational corporations: Development and management of key account programmes. A Thesis Submitted in Linköping Institute of Technology for the Degree of Doctor of Philosophy. Linköping University.

Reichheld, F. (1996) The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Boston, MA: Harvard Business School Press.

Reichheld, F. & Sasser, W. (1990) Zero defections: Quality comes to services. Harvard Business Review. 68(5), 105–111.

Reid, D.A. & Plank, R.E. (2000) Business marketing comes of age: A comprehensive review of the literature. Journal of Business-to-business Marketing. 7(2/3), 9–185.

Reilly, R. & Chao, G. (1982) Validity and fairness of some alternative employee selection procedures. Personnel Psychology. 35(1), 1–62.

Reinartz, W. & Kumar, V. (2000) On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing. Journal of Marketing. 64(4), 17–35.

Reinartz, W. & Kumar, V. (2002) The mismanagement of customer loyalty. Harvard Business Review. 80(7), 86–94.

Reinartz, W. & Kumar, V. (2003) The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing. 67(1), 77–99.

Reinartz, W., Thomas, J. & Kumar, V. (2005) Balancing acquisition and retention resources to maximize customer profitability. Journal of Marketing. 69(1), 63–79.

Reisel, W., Chia, S.L. & Maloles, C. (2005) Job insecurity spillover to key account management: Negative effects on performance, effectiveness, adaptiveness, and esprit de corps. Journal of Business and Psychology. 19(4), 483–503.

Rich, P. (1992)The organizational taxonomy: Definition and design. Academy of Management Review. 17(4), 758–781.

Rindfleisch, A. (2000) Organizational trust and interfirm cooperation: An examination of horizontal versus vertical alliances. Marketing Letters. 11(1), 81–95.

Rindfleisch, A. & Heide, J.B. (1997) Transaction cost analysis: Past, present, future applications. Journal of Marketing. 61(4), 30–54.

Ritter, T. (1999) The networking company. Antecedents for coping with relationships and networks effectively. Industrial Marketing Management. 28(5), 467–479.

Ritter, T. & Gemünden, H.G. (2003a) Inter-organizational relationships and networks. Journal of Business Research. 56(9), 691–697.

Ritter, T. & Gemünden, H.G. (2003b) Network competence: Its impact on innovation success and its antecedents. Journal of Business Research. 56(9), 745–755.

Ritter, T., Wilkinson, I.F. & Johnston, W.J. (2004) Managing in complex business networks. Industrial Marketing Management. 33(3), 175–183.

Robin, D. & Reidenbach, R.E. (1987) Social responsibility, ethics, and marketing strategy: Closing the gap between concepts and applications. Journal of Marketing. 51(1), 44–58.

Robinson, P.J., Faris, C.W. & Wind, Y. (1967) Industrial buying and creative marketing. Boston. Allyn and Bacon. Cited in Anderson, E., Chu, W. & Weitz, B. Industrial purchasing: an empirical exploration of the buyclass framework. Journal of Marketing. 51, 71–86.

Rokkan, A., Heide, J.B., & Wathne, K.H. (2003) Specific investments in marketing relationships: Expropriation and bonding effects. Journal of Marketing Research. 40(2), 210–224.

Roman, S. & Ruiz, S. (2005) Relationship outcome of perceived ethical sales behavior: The customer's perspective. Journal of Business Research. 58(4), 439–445.

Romelaer, P. (2005) L'entretien de recherche. In: Roussel, P. & Wacheux, F. (eds.), Management des Ressources Humaines: Méthodes de Recherche en Sciences Humaines et Sociales. Paris: De Boeck. 101–137.

Rosenberg, L.J. & Czepiel, J.A. (1984) A marketing approach to customer retention. Journal of Consumer Marketing. 1(2), 45–51.

Rottenberger-Murtha, K.J. (1992), A ‘NAM’ by any other name. Sales & Marketing Management. 144(December), 40–44.

Rudmin, F. (1999) Norwegian short-form of the Marlowe–Crowne social desirability scale. Scandinavian Journal of Psychology. 40(3), 229–233.

Rueckert, R.W. & Walker, O.C. (1987) Marketing's interaction with other functional units: A conceptual framework and empirical evidence. Journal of Marketing. 51(1), 1–19.

Rueckert, R.W., Walker, O.C. & Roering, K.J. (1985)The organization of marketing activities: A contingency theory of structure and performance. Journal of Marketing. 49 (Winter), 13–25.

Russel, A. & Kelly, P.M. (2002) Customer–supplier partnerships perceptions of a successful key account management program. Industrial Marketing Management. 31(5), 467–476.

Rust, R.T., Lemon, K.N. & Zeithaml, V.A. (2001) Where should the next marketing dollar go? Marketing Management. 10(3), 24–28.

Rust, R.T., Lemon, K.N. & Zeithaml, V.A. (2004) Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing. 68(1), 109–127.

Ryals, L. (2002) Measuring risk and returns in the customer portfolio. Journal of Database Marketing. 9(3), 219–227.

Ryals, L. (2003) Making customers pay: Measuring and managing customer risk and returns. Journal of Strategic Marketing. 11(3), 165–175.

Ryals, L. (2005) Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing. 69(4), 252–261.

Ryals, L. (2008) Managing Customers Profitability. Chichester: John Wiley & Sons.

Ryals, L. & Bruce, L. (2006) Key account management: Overcoming internal conflict. Journal of Direct, Data and Digital Marketing Practice. 7(4), 344–351.

Ryals, L. & Davies, I.A. (2013) Where's the strategic intent in key account relationships? Journal of Business & Industrial Marketing. 28(2), 111–124.

Ryals, L. & Holt, S. (2007) Creating and capturing value in KAM relationships. Journal of Strategic Marketing. 15(5), 403–420.

Ryals, L. & Rodgers, B. (2006) Sales compensation plans – One size does not fit all. Journal of Targeting, Measurement and Analysis for Marketing. 13(4), 354–362.

Ryals, L.J. & Humphries, A.S. (2007) Managing key business-to-business relationships: What marketing can learn from supply chain management. Journal of Service Research. 9, 312.

Sahay, B.S. (2003) Understanding trust in supply chain relationships. Industrial Management & Data Systems. 103(8), 553–563.

Sako, M. & Helper, S. (1998) Determinants of trust in supplier relations: Evidence from the automotive industry in Japan and the United States. Journal of Economic Behavior & Organization. 34(3), 387–417.

Salgado, J. (1997) The five factor model of personality and job performance in the European Community. Journal of Applied Psychology. 82(1), 30–43.

Salgado, J. (2003) Predicting job performance using FFM and non–FFM personality measures. Journal of Occupational and Organizational Psychology. 76(3), 323–346.

Salle, R. & Rost, C. (1993) Une méthode de gestion des portefeuilles de clients en milieu industriel. A method to manage portfolios of clients in the industry]. Gestion. 2, 69–87.

Salle, R., Cova, B. & Pardo, C. (2000) Portfolios of supplier–customer relationships. In: Woodside, A. (ed.), Advances in Business Marketing and Purchasing. 9. Amsterdam: Elsevier.

SAMA (Strategic Account Management Association) (2013) http://www.strategicaccounts.org/certification/samas-certified-strategic-account-manager-(csam)-certification-overview.aspx

Sanchez, R. (1993) Strategic flexibility, firm organization, and managerial work in dynamic markets: A strategic options perspective. Advances in strategic management. 9, 251–291.

Sanchez, J.A.L., Vijande, M.L.S. & Guttierez, J.A.T. (2010) Organizational learning and value creation in business markets. European Journal of Marketing. 44(11/12), 1612–1641.

Saucier, G. & Goldberg, L. (2002) Assessing the big five: Applications of 10 psychometric criteria to the development of marker scales. In: Raad, B. & Perugini, M. (eds.), Big Five Assessment. Washington: Hogrefe & Huber Publishers.

Sawhney, M. (2004) Going Beyond the Product: Defining, Designing and Delivering Customer Solutions. New York: SD Logic.

Schiele, H. (2012) Accessing supplier innovation by being their preferred customer. ResearchTechnology Management. 55(1), 40–50.

Schmitt, N., Gooding, R., Noe, R. & Kirsch, M. (1984) Metaanalyses of validity studies published between 1964 and 1982 and the investigation of study characteristics. Journal of Applied Psychology. 37(3), 407–422.

Schön, D. (1983) The Reflective Practitioner: How Professionals Think in Action. In: Schreyögg, G. (2003) (ed.) Organisation (4th edition). New York: Wiesbaden.

Schreyögg, G. (2003) Organisation. 4th edition, Wiesbaden 2003.

Schultz, R.J. & Evans, K. (2002) Strategic collaborative communication by key account representatives. Journal of Personal Selling & Sales Management. 22(1), 23–31.

Schumpeter, J.A. (2012) Capitalism, Socialism and Democracy. London: Routledge.

Scroggins, W., Thomas, S. & Morris, J. (2009) Psychological testing in personnel selection: The resurgence of personality testing. Public Personnel Management. 38(1), 67–77.

Selnes, F. (2011) A comment on ‘balancing risk and return in a customer portfolio’. Journal of Marketing. 75(May), 18–21.

Selnes, F. & Sallis, J. (1999) Relationship Learning with Key Customers. Report No. 99–103. Cambridge: Marketing Science Institute.

Selnes, F., Billett, M.T., Tarasi, C.O., Bolton, R.N., Hutt, M.D. & Walker, B.A. (2011) Commentaries and rejoinder to ‘balancing risk and return in a customer portfolio’. Journal of Marketing. 75(3), 18–26.

Senge, P.M. (1990)The Fifth Discipline. New York: Doubleday Currency.

Senge, P.M., Smith, B., Kruschwitz, N., Laur, J. & Schley, S. (2008) The Necessary Revolution: How Individuals and Organizations are Working Together to Create a Sustainable World. London: Nicholas Brealey Publishing

Sengupta, S., Krapfel, R.E. & Pusateri, M.A. (1997a) The strategic sales force. Marketing Management. 6(2), 29–34.

Sengupta, S., Krapfel, R.E. & Pusateri, M.A. (1997b) Switching costs in key account relationships. Journal of Personal Selling & Sales Management. 17(4), 9–16.

Sengupta, S., Krapfel, R.E. & Pusateri, M.A. (2000) An empirical investigation of key account salesperson effectiveness. Journal of Personal Selling & Sales Management. 20(4), 253–261.

Senn, C. (1999) Implementing global account management: A process oriented approach, Journal of Selling and Major Account Management. 1(3), 10–19.

Senn, C. (2006) The executive growth factor: How Siemens invigorated its customer relationships. Journal of Business Strategy. 27(1), 27–34.

Senn, C. & Atanasova, Y. (2011) Global customer team design: Dimensions, determinants, and performance outcomes. Industrial Marketing Management. 40(2), 278–289

Shapiro, B. (1977) Can marketing and manufacturing coexist? Harvard Business Review. 55(4), 104–114.

Shapiro, B. (1979) Account management and sales organization, new developments in practice. In: Bagozzi, R. (ed.), Sales Management–New Developments from Behavioral and Decision Model Research. Cambridge: Management Science Institute.

Shapiro, B. (2001), Sprint sell to close sales quickly. Harvard Business Review. [Online]. Available from: http://hbr.org/product/sprint–sell–to–close–sales–quickly/an/999004–PDF–ENG.

Shapiro, B. & Moriarty, R.T. (1980) National Account Management. Marketing Science Institute Working Paper No. 80–104. Cambridge: Marketing Science Institute.

Shapiro, B. & Moriarty, R.T. (1982) National Account Management: Emerging Insights. Cambridge: Marketing Science Institute.

Shapiro, B. & Moriarty, R.T. (1984a) Organizing the National Account Force. Working Paper, No. 84–101. Cambridge: Marketing Science Institute.

Shapiro, B. & Moriarty, R.T. (1984b) Support Systems for National Account Management Programs: Promises Made – Promises Kept. Working Paper, No. 84–102. Cambridge: Marketing Science Institute.

Shapiro, B. & Wyman, J. (1981) New ways to reach your customers. Harvard Business Review. 59(4), 103–110.

Shapiro, B., Rangan, V.K., Moriarty, R.T. & Ross, E.B. (1987) Manage customers for profits (not just sales), Harvard Business Review. September, 101–108.

Shapiro, B., Slywotzky, A. & Doyle, S. (1997) Strategic Sales Management. Virginia: Booz Allen and Hamilton.

Sharma, A. (1997) Who prefers key account management programs? An investigation of business buying behavior and buying firm characteristics. Journal of Personal Selling & Sales Management. 17(4), 27–39.

Sharma, A. (2003) Are you selecting the right key accounts? Examining the relationship between account sales and profitability. Journal of Selling and Major Account Management. October, 29–39.

Sharma, A. (2006a) Success factors in key accounts. Journal of Business and Industrial Marketing. 21(3), 141–150.

Sharma, A. (2006b) Strategies for maximizing customer equity of low lifetime value customers. Journal of Relationship Marketing. 5(1), 59–83.

Shea, G. & Guzzo, R.A. (1987) Group effectiveness: What really matters? Sloan Management Review. 3, 25–31.

Sherman, S., Sperry, J. & Reese, S. (2003), The Seven Keys to Managing Strategic Accounts. New York: McGraw-Hill.

Shetcliffe, J. (2003) Key account management. Insurance Brokers' Monthly. 53(10), 22–23.

Sheth, J.N & Sharma, A. (2008) The impact of the product to service shift in industrial markets & the evolution of the sales organization. Industrial Marketing Management. 37(3), 260–269.

Sheth, J.N. (2000) Clients For Life: How Great Professionals Develop Breakthrough Relationships. New York: Simon & Schuster.

Sheth, J.N. & Parvatiyar, A. (1995) The evolution of relationship marketing. International Business Review. 4(4), 397–418.

Sheth, J.N. & Parvatiyar, A. (2002) Evolving relationship marketing into a discipline. Journal of Relationship Marketing. 1(1), 3–36.

Sheth, J.N. & Sharma, A. (1997) Supplier relationships: Emerging issues and challenges. Industrial Marketing and Management. 26(2), 91–100.

Sheth, J.N. & Sisodia, R. (2002) The Rule of Three – Surviving and Thriving in Competitive Markets. New York: Free Press.

Sheth, J.N., Sisodia, R.S. & Sharma, A. (2000) The Antecedents and Consequences of Customer-Centric Marketing. Journal of the Academy of Marketing Science. 28, 55.

Shi, L.H., White, J.C., Zou, S. & Cavusgil, S.T. (2010) Global account management strategies: Drivers and outcomes. Journal of International Business Studies. 41(4), 620–638.

Shi, L.H., Zou, S. & Cavusgil, S.T. (2004) A conceptual framework of global account manage­ment capabilities and firm performance. International Business Review. 13(5), 539–553.

Shi, L.H., Zou, S., White, J.C., Mcnally, R.C. & Cavusgil, S.T. (2005) Global account management capability: Insights from leading suppliers. Journal of International Marketing. 13(2), 93–113.

Shultz, R. & Evans, K. (2002) Strategic collaborative communication by key account representatives. Journal of Personal Selling & Sales Management. 22(1), 23–31.

Shuman, J. (2009) The account manager role: Key to a successful customer interface. People & Strategy. 32(2), 36–53.

Siggelkow, N. (2002) Evolution toward fit. Administrative Science Quarterly. 47(1), 125–159.

Simon, B. (2005) Suppliers reorder priorities for survival. Financial Times. June 10, 28.

Simon, B. (2010) Carmakers explore fresh terrain with suppliers. Financial Times. May 5, 23.

Simon, B. & Mackintosh, J. (2009) Chrysler turns the screw on beleaguered parts makers. Financial Times. February 2, 20.

Simon, H.A. (1959) Theories of decision-making in economics and behavioural science. American Economic Review. 49(3), 253–283.

Simon, H.O. (1978) Rationality as Process and as Product of Thought. The American Economic Review Vol 68 No 2 Papers and Proceedings of Nineteenth Annual Meeting of the American Economic Association (May) 1–16.

Singh, J. (1993) Boundary role ambiguity: Facets, determinants, and impacts. Journal of Marketing. 57(2), 11–31.

Singh, J. & Rhoads, G.K. (1991) Boundary role ambiguity in marketing-oriented positions: A multidimensional, multifaceted operationalization. Journal of Marketing Research. 28(3), 328–338.

Singh, J., Verbeke, W. & Rhoads, G.K. (1996) Do organizational practices matter in role stress processes? A study of direct and moderating effects for marketing-oriented boundary spanners, Journal of Marketing. 60(3), 69–86.

Singhapakdi, A. (1999) Perceived importance of ethics and ethical decisions in marketing. Journal of Business Research. 45(1), 89–99.

Singhapakdi, A. & Vitell, S.J. (1990) Marketing ethics: Factors influencing perceptions of ethical problems and alternatives. Journal of Macromarketing. Spring, 10(1), 4–18.

Sirkin, H.L., Keenan, & Jackson, A. (2005) The hard side of change management. Harvard Business Review. 83(10), 109–118.

Skaates, M.A., Tikkanen, H. & Alajoutsiärvi, K. (2002) Social and cultural capital in project marketing service firms: Danish architectural firms on the German market. Scandinavian Journal of Management. 18(4), 589–609.

Skapinker, M. (2008) Why companies and campaigners collaborate. Financial Times. July 8, 15.

Slack, N.D.C. & Lewis, M. (2002) Operation Strategy (1st edition). London: Prentice-Hall.

Slack, N.D.C. & Lewis, M. (2008) Operation Strategy (2nd edition). London: Prentice-Hall.

Slack, N.D.C. & Lewis, M. (2011) Operation Strategy (3rd edition). London: Prentice-Hall.

Slack, N.D.C., Chambers, S. & Johnston, R. (2001) Operations Management (3rd edition). London: Prentice-Hall.

Slater, S.F. & Narver, J.C. (1995) Market orientation and the learning organization. Journal of Marketing. 59(3), 63–74.

Sluyts, K., Matthyssens, P.R. & Streukens, S. (2011) Building capabilities to manage strategic alliances. Industrial Marketing Management. 40(6), 875–886.

Smackey, B.M. (1977) A profit emphasis for improving sales force productivity. Industrial Marketing Management. 6(2), 135–140.

Smart, A. & Harrison, A. (2003) Online reverse auctions and their role in buyer–supplier relationships. Journal of Purchasing and Supply Management. 9(5–6), 257–268.

Smith, J. B. & Barclay, D.W. (1990) Theoretical perspectives on selling center research. In: Lichtenthal, D. et al. (eds.), 1990 AMA Winter Educators' Conference Marketing Theory and Applications. Chicago.

Smith, J.B. (1997) Selling alliances. Industrial Marketing Management. 26(March), 149–161.

Smith, J.B. (2003) The effectiveness of strategy making in medical markets. Cranfield University.

Smith, J.B. & Barclay, D.W. (1993) Team selling effectiveness: A small group perspective. Journal of Business-to-business Marketing. 1(2), 3–33.

Smith, J.B. & Barclay, D.W. (1993) Team selling effectiveness: A small group perspective. Journal of Business-to-Business Marketing. 1(2), 3–32.

Smith, J.B. & Barclay, D.W. (1997) The effects of organizational differences and trust on the effectiveness of selling partner relationships. Journal of Marketing. 61(1), 3–21.

Sneath, P.H. & Sokal, R.R. (1973) Numerical Taxonomy: The Principles and Practice of Numerical Classification. San Francisco: W.H. Freeman & Co Ltd.

Soderlund, M. & Vilgon, M. (1995) Buyer–seller relationships in ‘cyberspace’, customer satisfaction loyalty, and profitability. COTIM. November, 93–101.

Speakman, J.I.F. & Ryals, L. (2012) Key account management: The inside selling job. Journal of Business & Industrial Marketing. 27(5), 360–369.

Spekman, R.E. (1979) Influence and information: An exploratory investigation of the boundary role person's basis of control, Academy of Management Journal. 22, (1), 104–117.

Spekman, R.E. & Carraway, R. (2006) Making the transition to collaborative buyer–seller relationships: An emerging framework. Industrial Marketing Management. 35(1), 10–19.

Spekman, R.E. & Johnston, W.J. (1986) Relationship management: Managing the selling and the buying interface. Journal of Business Research. 14(6), 519–531.

Spekman, R.E. & Strauss, D. (1986) An exploratory investigation of a buyer's concern for factors affecting more cooperative buyer–seller relationships. Industrial Marketing & Purchasing, 1(3), 26–43.

Spencer, R. (1999) Key accounts: Effectively managing strategic complexity. Journal of Business & Industrial Marketing. 14(4), 291–309.

Spiggle, S. (1994) Analysis and interpretation of qualitative data in consumer research. Journal of Consumer Research. 21(3), 491–503.

Spiro, L.N. (1996) Panic in the Year Zero Zero. Business Week. (August 12), 72–73.

Srivastava, R. & Shocker, A. (1997) Strategic challenges in the financial services industry. In: Pettigrew, A. (ed.), The Management of Strategic Change. Oxford: Basil Blackwell.

Srivastava, R., Faehy, L. & Christensen, H.K. (2001) The resource-based view of marketing: The role of market-based assets in gaining competitive advantage. Journal of Management. 27(6), 777–802.

Srivastava, R., Fahey, L. & Shervani, T. (2001) Building and leveraging market-based assets to drive marketplace performance and value. [Online]. Available from: http://mthink.com/article/building-and-leveraging-market-based-assets-drive-marketplace-performance-and-value/

Srivastava, R., Shervani, T.A. & Fahey, L. (1998) Market-based assets and shareholder value: A framework for analysis. Journal of Marketing. 62(1), 2–18.

Stahl, H.K., Matzler, K. & Hinterhuber, H.H. (2003) Linking customer lifetime value with shareholder value. Industrial Marketing Management. 32(4), 267–279.

Steiner, I.D. (1972) Group Process and Productivity. New York: Academic Press.

Stevens, M. (2009) Sprouting a strategic account management program: how to build one from the ground up. Velocity, Q3&4, 25.

Stevenson, T.H. (1980) Classifying a customer as a national account. Industrial Marketing Management. 9(2), 133–136.

Stevenson, T.H. (1981) Payoffs from national account management. Industrial Marketing and Management. 10(2), 119–124.

Stevenson, T.H. & Page, A.L. (1979) The adoption of national account management by industrial firms. Industrial Marketing Management. 8(1), 94–100.

Stewart, G.L. (2006) A meta-analytic review of relationships between team design features and team performance. Journal of Management. 32(1), 29–54.

Storbacka, K. (2004) Create your future by investing in customers. Velocity. 6(1), 19–25.

Storbacka, K. (2006) Driving Growth with Customer Asset Management. Helsinki: WSOY Pro.

Storbacka, K. (2012) Strategic account management programs: Alignment of design elements and management practices. Journal of Business & Industrial Marketing. 27(4), 259–274.

Storbacka, K. & Nenonen, S. (2009) Customer relationships and the heterogeneity of firm performance. Journal of Business and Industrial Marketing. 24(5/6), 360–372.

Storbacka, K. & Nenonen, S. (2010) Scripting markets: From value propositions to market propositions. Industrial Marketing Management. 40(2), 255–266.

Storbacka, K., Ryals, L., Davies, I.A. & Nenonen, S. (2009) The changing role of sales: Viewing sales as a strategic, cross-functional process. European Journal of Marketing. 43(7/8), 890–906.

Storbacka, K., Sivula, P. & Kaario, K. (2000) A strategic perspective on the most valuable customers. Velocity, Q2.

Strauss, A. & Corbin, J. (1990) Basics of Qualitative Research, Grounded Theory Procedure and Techniques. Newbury Park, CA: Sage Publications.

Strutton, D., Pelton, L.E. & Lumpkin, J.R.(1995) Personality characteristics and salespeople's choice of coping strategies. Journal of the Academy of Marketing Science. 23(2), 132–140.

Stump, R.L. (1995) Antecedents of purchasing concentration: A transaction cost explanation. Journal of Business Research. 34(2), 145–157.

Subramani, M.R. & Venkatraman, N. (2003) Safeguarding investments in asymmetric interorganizational relationships: Theory and evidence. Academy of Management Journal. 46(1), 46–62.

Sujan, H., Weitz, B.A. & Kumar, N. (1994) Learning orientation, working smart, and effective selling. Journal of Marketing. 58(3), 39–52.

Sullivan, U., Peterson, R.M. & Krishnan, V. (2012) Value creation and firm sales performance: The mediating roles of strategic account management and relationship perception. Industrial Marketing Management. 41(1), 166–173.

Swoboda, B., Schluter, A., Olejnik, E. & Morschett, D. (2012) Does centralising global account management activities in response to international retailers pay off? Management International Review. 52(5), 727–756.

Sydow, J. (1992) On the management of strategic networks. In Ernste, H. and Meier, V. (eds.), Regional Development and Contemporary Industry Response. London. Pinter 113–129.

Sydow, J. (1992) Strategische Netzwerke. Wiesbaden 1992.

Sydow, J. (2001) Understanding the constitution of interorganizational trust. In Lane, C. & Bachmann, R. (eds.), Trust Within and Between Organizations: Conceptual Issues and Empirical Applications. Oxford University Press.

Szymanski, D.M. (1988) Determinants of selling effectiveness: the importance of declarative knowledge to the personal selling concept. Journal of Marketing, 52(1), January, 64–77.

Tähtinen, J. & Halinen-Kaila, A. (1997) The death of business triads: The dissolution process of a net of companies. In Mazet, F., Salle, R. & Valla, J. (Eds.), Interaction, Relationships and Networks. The 13th IMP International Conference, Lyon, 553–590.

Talluri, S. & Narasimhan, R. (2004) A methodology for strategic sales alignment. European Journal of Operational Research. 154(1), 236–250.

Talwar, V., Burton, J. & Murphy, J.A. (2008) A non-matrix approach to customer relationship portfolio management: A case study from the UK industrial market context. Journal of Customer Behaviour. 7(3), 231–255.

Tarasi, C.O., Bolton, R.N., Hutt, M.D. & Walker, B.A. (2011) Balancing risk and return in a customer portfolio. Journal of Marketing. 75(3), 1–17.

Taylor, A. (2007) Microsoft drops supplier over diversity policy. Financial Times. March 24, 5.

Teece, D., Pisano, G. & Shuen, A. (1997) Dynamic capabilities and strategic management. Strategic Management Journal. 18(7), 509–533.

Terho, H. (2008) Customer Portfolio Management – The Construct and Performance. Turku School of Economics.

Terho, H. (2009) A measure for companies' customer portfolio management. Journal of Business-to-business Marketing. 16(4), 374–411.

Terho, H. & Halinen, A. (2007) Customer portfolio analysis practices in different exchange contexts. Journal of Business Research. 60(7), 720–730.

Terho, H. & Halinen, A. (2012) The nature of customer portfolios: Towards new understanding of firms' exchange contexts. Journal of Business-to-business Marketing. 19(4), 335–366.

Tett, R., Jackson, D. & Rothstein, M. (1991) Personality measures as predictors of job performance: A meta-analytic review. Personnel Psychology. 44(1), 703–742.

Thomas, J., Reinartz, W. & Kumar, V. (2004) Getting the most out of all your customers. Harvard Business Review. 82(7–8), 116–23.

Thompson, E. & Phua, F. (2005) Reliability among senior managers of the Marlowe–Crowne short-form social desirability scale. Journal of Business and Psychology. 19(4), 541–554.

Tice, T.E. (1997) Managing compensation caps in key accounts. Journal of Personal Selling & Sales Management. 17(4), 41–47.

Tokar, D., Fischer, A., Snell, A. & Harik-Williams, N. (1999) Efficient assessment of the five-factor model of personality: Structural validity analyses of the NEO five-factor inventory (Form S). Measurement and Evaluation in Counseling and Development. 32(1), 14–30.

Tooher, P. (2005) Supply firms hit out as DIY giant turns the screw. Financial Mail. July 10, 2.

Tosdal, H. (1950) Introduction To Sales Management. New York: McGraw-Hill.

Toulan, O., Birkinshaw, J. & Arnold, D. (2002) The role of inter-organizational fit in global account management. Unpublished Working Paper. London: London Business School.

Townsend, J., Yeniyurt, S., Deligonul, S. & Cavusgil, S.T. (2004) Exploring the marketing program antecedents of performance in a global company. Journal of International Marketing. 12(4), 1–24.

Trompenaars, F. & Hampden-Turner, C. (1998) Riding the Waves of Culture (2nd edition). London: Nicholas Brealey Publishing.

Tsoukas, H. (1996) The firm as a distributed knowledge system: A constructionist approach. Strategic Management Journal. 17(Special Issue), 11–25.

Tsybina, E. & Rebiazina, V. (2013) Managing portfolios of interconnected customers: Evidence from Russian B2B market. Journal of Business & Industrial Marketing. 28(3), 229–239.

Tubridy, G. (1986) How to pay national account managers. Sales and Marketing Management. (January 13), 51–53.

Tuli, K.R., Kohli, A.K. & Bharadwaj, S.G. (2007) Rethinking customer solutions: From product bundles to relational processes. Journal of Marketing. 71(3), 1–17.

Tupes, E. & Christal, R. (1961) Recurrent personality factors based on trait ratings. Technical Report, ASD-TR-61-97. Texas: Aeronautical Systems Division, Personnel Laboratory, Lackland Air Force Base.

Turnbull, P.W. (1979) Roles of personal contacts in industrial export marking. In: Ford, D. (ed), Understanding Business Markets: Interaction, Relationships and Networks. Waltham: Academic Press.

Turnbull, P.W. (1990) A review of portfolio planning models for industrial marketing and purchasing management. European Journal of Marketing. 24(3), 7–22.

Turnbull, P.W. & Zolkiewski, J.M. (1997) Profitability in customer portfolio planning. In: Ford, D. (ed.), Understanding Business Markets (2nd edition). London: Dydren Press.

Turnbull, P.W., Ford, D. & Cunningham, M. (1996) Interaction, relationships and networks in business markets: An evolving perspective. Journal of Business & Industrial Marketing. 11(3), 44–62.

Tutton, M. (1987) Segmenting a national account, Business Horizons, 30, 61–68.

Tuusjärvi, E. & Möller, K. (2009) Multiplicity of norms in inter-company cooperation. Journal of Business & Industrial Marketing. 27(7), 519–528.

Ulaga, W. (2003) Capturing value creation in business relationships: A customer perspective. Industrial Marketing Management. 32(8), 677–693.

Ulaga, W. & Chacour, S. (2001) Measuring customer perceived value in business markets. Industrial Marketing Management. 30(6), 525–540.

Ulaga, W. & Eggert, A. (2005) Relationship value in business markets: The construct and its dimensions. Journal of Business-to-Business Marketing. 12(1), 73–99.

Ulaga, W. & Eggert, A. (2006) Value-based differentiation in business relationships: Gaining and sustaining key supplier status. Journal of Marketing. 70(1), 119–136.

Ulrich, D. & Barney, J.B. (1984) Perspectives in organizations: Resource dependence, efficiency and population. Academy of Management Review. 9(3), 471–481.

Untiedt, R., Nippa, M. & Pidan, U. (2012) Corporate portfolio analysis tools revisited: Assessing causes that may explain their scholarly disdain. International Journal of Management Reviews. 14(3), 263–279.

Valenzuele, J.L.D. & Villacorta, F.S. (1999) The relationships between the companies and their suppliers. Journal of Business Ethics. 22(3), 273–280.

van de Ven, A.H. & Ferry, D.L. (1980) Measuring and Assessing Organizations. New York: John Wiley & Sons.

van der Sande, D., Bradford, E. and Davidson, R. (2001) Realising relationship potential at Henkel: using account profitability to upgrade customer relationships. Focus Europe (Velocity), 1(3), 1–4, Strategic Account Management Association, USA.

van Raaij, E.M., Vernooij, M.J.A. & van Triest, S. (2003) The implementation of customer profitability analysis: A case study. Industrial Marketing Management. 32(7), 573–583.

Vandermerwe, S. (1999) Customer Capitalism. London: Nicholas Brealey Publishing Ltd.

Varadarajan, R. & Jayachandran, S. (1999) Marketing strategy: An assessment of the state of the field and outlook. Journal of the Academy of Marketing Science. 27(2), 120–143.

Vargo, S.L. & Lusch, R.F. (2004) Evolving to a new dominant logic of marketing. Journal of Marketing. 68(1), 1–17.

Vargo, S.L. & Lusch, R.F. (2008) Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science. 36(1), 1–10.

Vargo, S.L. & Lusch, R.F. (2011) It's all B2B … And beyond: Toward a systems perspective of the market. Industrial Marketing Management. 40(2), 181–187.

Velasquez, M. (1996) Why ethics matter: A defence of ethical business organizations. Business Ethics Quarterly. 6(2), 201–214.

Venkatesan, R. & Kumar, V. (2004) A customer lifetime value framework for customer selection and resource allocation strategy. Journal of Marketing. 68(4), 106–125.

Venkatraman, N. & Grant, J.H. (1986) Construct measurement in organizational strategy research: A critique and proposal. Academy of Management Review. 11(1), 71–87.

Verhoef, P.C., Franses, P.H. & Donkers, B. (2001) Changing perceptions and changing behaviour in customer relationships. Marketing Letters. 13(2), 121–134.

Verra, G.J. (2003) Global Account Management. London: Routledge.

Verra, G.J.(1994) Account Management: Filosofie, Instrumenten en Implementatie. Kluwer Bedrijfswetenschappen, Deventer (in Dutch).

Villanueva, J., Yoo, S. & Hanssens, D.M. (2008) The impact of marketing-induced versus word-of-mouth customer acquisition on customer equity. Journal of Marketing Research. 45(1), 48–59.

von Hippel, E. (1978) A customer active paradigm for industrial product idea generation. Research Policy. 7(3), 240–266.

von Hippel, E. (1985) Learning from lead users. In: Marketing In an Electronic Age. In: Buzzell, R.D. (ed.), Boston, MA: Harvard Business School Press.

von Hippel, E. (1986) Lead users: A source of novel product concepts. Management Science. 32(7), 791–805.

von Hippel, E. (1988) The Sources of Innovation. New York: Oxford University Press.

Waddock, J. (2002) Leading Corporate Citizens: Vision, Values, Value-Added. Boston, MA: McGraw-Hill/Irwin.

Wagner, S.M. & Hoegl, M. (2006) Involving suppliers in product development: insights from R&D directors and project managers. Industrial Marketing Management. 35(8), 936–943.

Wagner, S.M. & Johnson, J.L. (2004) Configuring and managing strategic supplier portfolios. Industrial Marketing Management. 33(8), 717–730.

Wagner, S.M., Eggert, A. & Lindemann, E. (2010) Creating and appropriating value in collaborative relationships. Journal of Business Research. 63(8), 840–848.

Walker, O.C. Jr, Churchill, G.A. & Ford, N.M. (1977) Motivation and performance in industrial selling: present knowledge and needed research. Journal of Marketing Research. 14(2), 156–168.

Wallendorf, M. & Belk, R.W. (1989) Assessing trustworthiness in naturalistic consumer research. In Hirschman, E. (ed.), Interpretive Consumer Research. New Jersey: Association for Consumer Research.

Walter, A. & Ritter, T. (2003) The influence of adaptations, trust and commitment on value-creating functions of customer relationships. Journal of Business & Industrial Marketing. 17(4/5), 353–365.

Walter, A., Müller, T.A., Helfert, G. & Ritter, T. (2003) Functions of industrial supplier relationships and their impact on relationship quality. Industrial Marketing Management. 32(2), 159–169.

Walter, A., Ritter, T. & Gemünden, H.G. (2001) Value creation in buyer–supplier relationships: Theoretical considerations and empirical results from a supplier's perspective. Industrial Marketing Management. 30(4), 365–377.

Walters, D. & Halliday, M. (1997) Marketing and Finance: Working the Interface. London: Allen and Unwin.

Wanberg, C., Kanfer, R. & Banas, J. (2000) Predictors and outcomes of networking intensity among unemployed job seekers. Journal of Applied Psychology. 85(4), 491–503.

Wang, G. & Netemeyer, R.G. (2004) Salesperson creative performance: conceptualization, measurement, and nomological validity. Journal of Business Research. 57(8), 805–813.

Wathne, K.H. & Heide, J.B. (2000) Opportunism in interfirm relationships: Forms, outcomes and solutions. Journal of Marketing. 64(4), 36–51.

Webber, S.S. & Donahue, L.M. (2001) Impact of highly or less job-related diversity on work group cohesion and performance: A meta-analysis. Journal of Management. 27(2), 141–162.

Webster, F.E. (1984) Industrial Marketing Strategy. New York: John Wiley & Sons.

Webster, F.E. (1992) The changing role of marketing in the corporation. Journal of Marketing. 56(4), 1–17.

Webster, F.E. (2000) Understanding the relationships among brands, consumers, and resellers. Journal of the Academy of Marketing Science. January, 28(1), 17–23.

Weeks, W.A. & Stevens, C.G. (1997) National account management sales training and directions for improvement: A focus on skills/abilities. Industrial Marketing Management. 26(5), 423–431.

Weick, K.E. (1995) Sensemaking in organization. Thousand Oaks, CA: Sage Publishing.

Weick, K.E., Sutcliffe, K.M. & Obstfeld, D. (2005) Organizing and the process of sensemaking. Organization Science. 16(4), 409–421.

Weilbaker, D. & Weeks, W.A. (1997) The evolution of national account management: A literature perspective. Journal of Personal Selling and Sales Management. 17(4), 49–59.

Weiss, A.M. & Anderson, E. (1992) Converting From Independent to Employee Salesforces: The Role of Perceived Switching Costs. Journal of Marketing Research. 29(1), 101–115.

Weitz, B.A. (1981) Effectiveness in sales interactions: A contingency framework. Journal of Marketing. 45(1), 85–103.

Weitz B.A. & Bradford. K.D. (1999) Personal selling and sales management: A relationship marketing perspective. Journal of Personal Selling & Sales Management. 27(Spring), 241–254.

Weitz, B.A. & Jap, S.D. (1995) Relationship marketing and distribution channels. Journal of the Academy of Marketing Science. 23(4), 305–320.

Weitz, B.A., Sujan, H. & Sujan, M. (1986) Knowledge, motivation, and adaptive behavior: A framework for improving selling effectiveness. Journal of Marketing. 50(4), 174–191.

Weldon, E. & Weingart, L.R. (1993) Group goals and group performance. The British Journal of Social Psychology. 32(4), 307–334.

Wengler, S. (2005) Key Account Management in Business-to-business Markets: An Assessment of Its Economic Value. [Online] Available from: http://books.google.fr/books/about/Key_Account_Management_in_Business_to_Bu.html?id=SE_34ZF8WSEC&redir_esc=y.

Wengler, S. (2007) The appropriateness of key account management organization. Journal of Business Marketing. 1(4), 253–272.

Wengler, S., Ehret, M. & Saab, S. (2006) Implementation of key account management: Who, why, and how? An exploratory study on the current implementations of key account management programs. Industrial Marketing Management. 35(1), 103–112.

Werner, H. (1997) Relationalesbeschaffungsverhalten.Ausprägungen und Determinanten (‘Relational Purchasing Behavior: Forms and Determinants’), GablerVerlag: Wiesbaden.

Wiersema, F. (2012) The B2B Agenda: The Current State of B2B Marketing and a Look Ahead. SMEAL College of Business: ISBM.

Wieseke, J., Ahearne, M., Lam, S.K. & Dick, R. (2009) The role of leaders in internal marketing. Journal of Marketing. 73(2), 123–145.

Wiessmeier, G.F.L, Thoma, A. & Senn, C. (2012) Leveraging synergies between R&D and key account management to drive value creation. Research Technology Management. 55(3), 15–22.

Wiggins, J. & Rigby, E. (2006) New neighbour Disney knocks at Tesco's door. Financial Times. December 9/10, 3.

Wilkinson, I.F. & Young, L.C. (2002) On cooperating: Firms, relationships and networks. Journal of Business Research. 55(2), 123–133.

Williams, K.Y. & O'Reilly, C.A. (1998) Demography and diversity in organizations: A review of 40 years of research. In: Staw, B.M. & Cummings, L.L. (eds.), Research in Organizational Behavior. Greenwich, CT: JAI Press. 77–140.

Williams, T.M. (1999) The need for new paradigms for complex projects. International Journal of Project Management. 17(5), 269–273.

Williamson, O.E. (1975) Markets and hierarchies – analysis and antitrust implications, London 1975.

Williamson, O.E. (1979) Markets and Hierarchies: Analysis and Anti-Trust Implications. New York: The Free Press.

Williamson, O.E. (1985) The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting. New York: The Free Press.

Williamson, O.E. (1996) The Mechanisms of Governance. New York: Oxford University Press.

Wilson, C. (1996) Profitable Customers. London: Kogan Page.

Wilson, D.T. (1978) Dyadic interactions: Some conceptualisations. In: Bonoma, T.V. & Zaltman, G. (eds.), Organizational Buying Behavior. Chicago: American Marketing Association. 31–48.

Wilson, D.T. (2000) Deep relationships: The case of the vanishing salesperson. Journal of Personal Selling and Sales Management. 20(1), 53–61.

Wilson, D.T. & Mummalaneni, V.V. (1986) Bonding and commitment in buyer–seller relationships: A preliminary conceptualisation. Industrial Marketing and Purchasing. 1(3), 44–58.

Wilson, K. (1993) A problem centred approach to key account management. Proceedings of the National Sales Management Conference. Atlanta.

Wilson, K. (1997) An interaction approach to key account management. Unpublished Ph.D Thesis. University of Nottingham.

Wilson, K. (1999) Developing global account management programmes: Observations from a GAM panel presentation. Thexis. 4, 30–35.

Wilson, K. (2001) The Political Entrepreneur: Are we seeing a new management role? Focus Europe: Strategic Account Management Association.

Wilson, K. (2006) Using the concept of the political entrepreneur to enhance your gam recruitment and development program. Velocity: Strategic Account Management Association.

Wilson, K. & Croom-Morgan, S. (1993) A problem centred approach to buyer seller interaction. Proceedings of the 9th IMP Conference. Bath.

Wilson, K. & Millman, T. (2000) Career development of global account managers: The dilemma of the political-entrepreneur. Proceedings of the 16th IMP Conference. Phuket, Thailand.

Wilson, K. & Millman, T. (2003) The global account manager as political entrepreneur. Journal of Industrial Marketing Management. 32(2), 151–158.

Wilson, K. & Weilbaker, D. (2004) Global account management: A literature based conceptual model. Mid-American Journal of Business. 19(1), 13–21.

Wilson, K. & Woodburn, D. (2014) The impact of organisational context in the failure of key and strategic account management programs. Journal of Business and Industrial Marketing, 29(5).

Wilson, K., Croom, S., Millman, T., Senn, C. & Weilbaker, D. (2000) Global Account Management Study Report: Executive Summary of the Preliminary Findings of the SAMA/SRT GAM Project. The Sales Research Trust.

Wilson, K., Millman, T., Weilbaker, D. & Croom, S. (2001) Harnessing Global Potential: Insights into Managing Customers Worldwide. Chicago: Strategic Account Management Association.

Wilson, K., Speare, N. & Reese, J.S. (2002) Successful Global Account Management: Key Strategies and Tools for Managing Global Customers. London: Miller Heiman.

Wind, Y. & Douglas, S. (1981) International portfolio analysis and strategy: The challenge of the '80s. Journal of International Business Studies. 12(2), 69–82.

Windsperger, J. (1996) Transaktionskostenansatz der Entstehung der Untemehmensorganisation, Heidelberg.

Windsperger, J. (1998) Ungeloste Problems der Transaktionskostentheorie. Journal fur Betriebswirtshaft, 4(5–6), 266–276.

Wise, R. & Baumgartner, P. (1999) Go downstream: The new profit imperative in manufacturing. Harvard Business Review. 77(5), 133–141.

Wong, Y.H. (1998) Key account management: Relationship (guanxi) model. International Marketing Review. 15(3), 215–231.

Wood, D.J. & Logsdon, J.M. (2002) Business citizenship: From individuals to organizations. [Online]. Available from: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1512277

Woodburn, D. (2004) Key account management in financial services: Poised between desire and fulfilment. Interactive Marketing. 6(1), 9–20.

Woodburn, D. (2006a) Competencies for Key Account Managers. Warwick Strategic Sales and Customer Management Network report. Warwick Business School.

Woodburn, D. (2006b) Transitioning to Key Account Management. Cranfield School of Management Research Report. Cranfield University.

Woodburn, D. (2008a) Marketing Accountability – How to Work with Finance to Get Your Marketing Plans Approved: A guide for practitioners. Cranfield Centre for Business Performance Research Report. Cranfield University.

Woodburn, D. (2008b) Rewarding Key Account Management. Cranfield School of Management Research Report. Cranfield University.

Woodburn, D. (2009) Organising for Key Account Managers. Warwick Strategic Sales and Customer Management Network Report. Warwick Business School.

Woodburn, D. & McDonald, M. (2001) Key Customers. World-leading Key Account Management: Identification and Development of Strategic Relationships. Cranfield School of Management Research Report. Cranfield University.

Woodburn, D. & McDonald, M. (2011) Key Account Management: The Definitive Guide (3rd edition). Chichester: John Wiley & Sons.

Woodburn, D., Holt, S. & McDonald, M. (2004) Key Customer Profitability – Making Money in Strategic Customer Partnership. Cranfield School of Management Research Report. Cranfield University.

Woodruff, R.B. (1997) Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science. 25(2), 139–153.

Workman, J. (1993) Marketing's limited role in new product development in one computer systems firm. Journal of Marketing Research. 30(4), 405–421.

Workman, J.P., Homburg, C. & Gruner, K. (1998) Marketing organization: An integrative framework of dimensions and determinants. Journal of Marketing. 62(3), 21–41.

Workman, J.P., Homburg, C. & Jensen, O. (2003) Intraorganizational determinants of key account management effectiveness. Journal of the Academy of Marketing Science. 31(1), 3–21.

Wotruba, T.R. (1990) A comprehensive framework for the analysis of ethical behavior, with a focus on the sales organization. Journal of Personal Selling & Sales Management. 10(2), 29–42.

Wotruba, T.R. (1991) The evolution of personal selling. The Journal of Personal Selling and Sales Management. 11(3), 1–12.

Wotruba, T.R. & Castleberry, S.B. (1993) Job analysis and hiring practice in national marketing positions. Journal of Personal Selling and Sales Management. 13(3), 49–65.

Wright, R. (2006) Competition spotlight could fall on partners. Financial Times. April 22/23.

Wuyts, S., Shantanu, D. & Stremersch, S. (2004) Portfolios of inter firm agreements in technology-intensive markets: Consequences for innovation and profitability. Journal of Marketing. 68(2), 88–100.

Yadav, M.S. (2010) The decline of conceptual articles and implications for knowledge development. Journal of Marketing. 74(1), 1–19.

Yao, Z., Holmbom, A.H. & Eklund, T. (2010) Combining unsupervised and supervised data mining techniques for conducting customer portfolio analysis. Proceedings of 10th Industrial Conference on Data Mining. Berlin, Germany. 292–307.

Yin, R.K. (2003) Case Study Research – Design and Methods (3rd edition). London: Sage Publications.

Yip, G.S. & Bink, A. (2007) Managing global accounts. Harvard Business Review. 85(9), September, 102–111.

Yip, G.S. & Madsen, T.L. (1996) Global account management: The new frontier in relationship marketing. International Marketing Review. 13(3), 24–42.

Yip, G.S., Hult, T. & Bink, A. (2007) Static triangular simulation as a methodology for strategic management research. In: Ketchen, D.J. & Bergh, D.D. (eds.), Research Methodology in Strategy and Management. Oxford: Elsevier. 121–160.

Yli-Renko, H. & Janakiraman, R. (2008) How customer portfolio affect a new product development in technology-based entrepreneurial firms. Journal of Marketing. 72(September), 131–148.

Yorke, D. (1984) An interaction approach to the management of a portfolio of customer opportunities. In: Turnbull, P.W. & Paliwoda, S.J. (eds.), Proceedings of Research Developments in International Marketing. Manchester: UMIST.

Yorke, D. (1986) The application of customer portfolio theory to business markets – A review. Proceedings of IMP Group Conference. Lyon, France.

Yorke, D. & Droussiotis, G. (1994) The use of customer portfolio theory: An empirical survey. Journal of Business & Industrial Marketing. 9(3), 6–18.

Yorke, D. & Wallace, K. (1986) A customer selection strategy for business markets. Journal of Marketing Management. 2(2), 181–191.

Young, L. & Freeman, L. (2008) A case for contrast as a catalyst for change. International Journal of Learning. 15(3), 295–304.

Zaheer, A., Mcevily, B. & Perrone, V. (1998) Does Trust Matter? Exploring the effects of interorganizational and interpersonal trust on performance. Organizational Science. 9(2), 141–159.

Zeithaml, V. (1988) Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing. 52(3), 2–22.

Zerbini, F. & Castaldo, S. (2007) Stay in or get out the Janus? The maintenance of multiplex relationships between buyers and sellers. Industrial Marketing Management. 36(7), 941–954.

Zeynep, A. & Toker, A. (2012) The effect of customer relationship management adoption in business-to-business markets. Journal of Business & Industrial Marketing. 27(6), 497–507.

Zhang, J.Q., Dixit, A. & Friedmann, R. (2010) Customer loyalty and lifetime value: An empirical investigation of consumer pacakaged goods. Journal of Marketing Theory and Practice. 18(2), 127–139.

Zhiyuan, Y., Holmbom, A.H., Eklund, T. (2010). Combining unsupervised and supervised data mining techniques for conducting customer portfolio analysis. 10th Industrial Conference on Data Mining Proceedings. Berlin, Germany, 292–307.

Zhizhong, J., Henneberg, S. & Naudé, P. (2011) The importance of trust vis-à-vis reliance in business relationships: Some international findings. International Marketing Review. 28(4), 318–339.

Zolkiewski, J.M. (1999) Purchaser/Provider Relationships in the UK National Health Service: A Marketing Perspective. PhD Thesis. Manchester: UMIST.

Zolkiewski, J.M. & Feng, J. (2012) Relationship portfolios and Guanxi in Chinese business strategy. Journal of Business & Industrial Marketing. 27(1), 16–28.

Zolkiewski, J.M. & Turnbull, P. (2002) Do relationship portfolios and networks provide the key to successful relationship management? Journal of Business & Industrial Marketing. 17(7), 575–597.

Zou, S. & Cavusgil, S.T. (2002) The GMS: A broad conceptualization of global marketing strategy and its effect on firm performance. Journal of Marketing. 66(4), 40–56.

Zupancic, D. (2008) Towards an integrated framework of key account management. Journal of Business & Industrial Marketing. 23(5), 323–331.

Zupancic, D. & Mullner, M. (2008) International key account management in manufacturing companies: An exploratory approach of situative differentiation. Journal of Business-to-Business Marketing. 15(4), 455–475.

..................Content has been hidden....................

You can't read the all page of ebook, please click here login for view all page.
Reset
3.145.67.2