Metadaten







Promotionsordnung



Kumulative Dissertation



Titel


High-Performance Global Account Management Teams: Design Dimensions, Processes and Outcomes

Titel (englisch)



Autor/Autorin


Atanasova, Yana

2. Autor/Autorin



Geburtsdatum



Geburtsort


Bulgaria

Matrikelnummer



Schlagwörter (GND)


Arbeitsgruppe; Kundenbetreuung; Innerbetriebliche Kommunikation; Kooperatives Verhalten; Eigeninitiative; Konfliktregelung; Multinationales Unternehmen; Umfrage

DDC (Dewey Decimal Classification)


Wirtschaft - 330

Freie Stichwörter (deutsch)


Kundenmanageent; Kundengruppenmanagement; Teamwork

Freie Stichwörter (englisch)


Customer relationship management; key account management; global account management; customer teams; sales teams; global customers; supplier-customer relationships

Kurzfassung



Kurzfassung (englisch)


Designing and implementing global account management (GAM) teams represents a key task for suppliers that are expanding the scope of their relationships with global customers. However, research has not provided an explanation of how these teams function and what determines their performance. Extending concepts from several research streams regarding teams in an organization to the complex GAM context, this dissertation develops and empirically tests a framework of GAM team design and performance. The results indicate that team performance is directly influenced by three team processes: communication and collaboration, conflict management, and proactiveness. Team design in terms of goal and role definition, customer coverage, empowerment, heterogeneity, skills adequacy and leadership has an indirect influence on performance, mediated by the three team processes. In addition, three factors from the organizational environment – top management support, rewards and incentives, and training – have similar indirect effects. From a theoretical perspective, this study makes a contribution by examining this new and emerging organizational form and extending existing research in the area of supplier-customer relationships and organizational behavior. From a practical point of view, it identifies key success factors of GAM teams, and thus, aims to help companies achieve better performance with their strategic customers.

Universität


Universität St.Gallen

Referent/Referentin


Ruigrok, Winfried (Prof. PhD)

Korreferent/Korreferentin


Senn, Christoph (Dr.)

Erweitertes Diss. Komitee



Fachgebiet


Wirtschaftswissenschaften

Sprache


ENG

Promotionstermin (dd.mm.yyyy)


17.09.2007

Erstellungsjahr (yyyy)


2007

Dokumentart


Dissertation

Format


PDF

Dissertationsnummer


3324

Quelle



PDF-File


dis3324.pdf

Dokumentverknüpfung


Link zu diesem Dokument







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