Customer knowledge processing and key account performance

Hanna Salojärvi · Liisa‐Maija Sainio

17 citations0/0 files storedEuropean Business Review

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Customer Service Quality and Loyalty Quality and Supply Management Corporate Governance and Management

Abstract

Purpose – The purpose of this paper is to identify the dimensions of customer knowledge processing (CKP) in the context of key account management (KAM), and to examine its relationship with the supplier's key account performance.

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References

1998Social Capital, Intellectual Capital, and the Organizational Advantage 1977Estimating Nonresponse Bias in Mail Surveys 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 1991Bounded Rationality and Organizational Learning 1994Does Competitive Environment Moderate the Market Orientation-Performance Relationship?1993MARKOR: A Measure of Market Orientation 1999Bounded Rationality and Organizational Learning 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance

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