Do social capital and relationship quality matter to the key account management effectiveness?

Article


Badawi, N. and Battor, M. 2020. Do social capital and relationship quality matter to the key account management effectiveness? Journal of Business and Industrial Marketing. 35 (1), pp. 134-149. https://doi.org/10.1108/jbim-01-2019-0003
TypeArticle
TitleDo social capital and relationship quality matter to the key account management effectiveness?
AuthorsBadawi, N. and Battor, M.
Abstract

Purpose
The purpose of this paper is to investigate the influence of social capital and relationship quality on key account management (KAM) effectiveness.
Design/methodology/approach
Based on the literature, the authors designed a framework that links social capital, relationship quality and KAM effectiveness. Data were collected through a self-administered questionnaire. Using data from a sample of 172 business-to-business supplier firms, the authors examined this model.
Findings
The research results provide empirical support to the importance of relational aspects of KAM by showing how the relational aspects of relationship quality and social capital influence the effectiveness of the supplier-key account relationship.
Originality/value
The authors add to the literature on relational KAM by integrating theoretical perspectives on social capital, relationship quality and KAM. They develop a model that investigates the antecedents of the effectiveness of supplier–key account relationships from a relational perspective. The study explains the relationships between six constructs representing social capital (ability, benevolence, integrity, flexibility, information exchange and solidarity) and three constructs representing relationship quality (trust, satisfaction and relationship atmosphere), together with the relationships between these three constructs of relationship quality and KAM effectiveness.

KeywordsRelationship marketing; Relationship quality; Social capital; KAM; Key account management
PublisherEmerald
JournalJournal of Business and Industrial Marketing
ISSN0885-8624
Publication dates
Online25 Sep 2019
Print08 Jan 2020
Publication process dates
Deposited11 Jan 2022
Accepted13 Jul 2019
Output statusPublished
Digital Object Identifier (DOI)https://doi.org/10.1108/jbim-01-2019-0003
Web of Science identifierWOS:000506090200009
LanguageEnglish
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