Managing strategic accounts with empowerment and management support for co-creation of value
Conference item
Veasey, C., Lawson, A. and Kotera, Y. 2021. Managing strategic accounts with empowerment and management support for co-creation of value. British Academy of Management.
| Authors | Veasey, C., Lawson, A. and Kotera, Y. |
|---|---|
| Abstract | This study explores managing strategic accounts for co-creation of value, and the utility of management input to account plans and empowering account managers. In recent years, managing strategic accounts (SA) has progressed towards relationship-building with customer relationship management (CRM) and use of service-dominant logic (SDL) for co-creation of value. However, there is limited data regarding managing SA with empowerment and management support for co-creation of value. Accordingly, this research aims to appraise the functions of managing SA with empowerment and management support for co-creation of value. Aligning with a pragmatic research philosophy, semi-structured interviews (n=12) were selected with mixed demographics. Participants were primarily strategic account managers (SAMs) from a variety of business sectors. Thematic analysis was conducted on the interview transcripts to arrive at key issues and themes. The findings imply that the emphasis of managing SA has progressed into a value-creating account relations management approach. Empowerment and support from senior management were felt to be important to SAMs. This study shows the importance of management support and empowerment for successful strategic account management that creates value for both customer and supplier. |
| Keywords | Service Dominant Logic (SDL); Strategic Accounts (SA); Co-Creation of Value; Customer Relationship Management (CRM); Empowerment |
| Year | 2021 |
| Journal | British Academy of Management |
| Publisher | British Academy of Management |
| Web address (URL) | https://www.bam.ac.uk/events-landing/conference.html |
| hdl:10545/625900 | |
| ISBN | 9781919647302 |
| File | File Access Level Restricted |
| File | File Access Level Restricted |
| File | License File Access Level Open |
| Publication dates | 16 Jul 2021 |
| Publication process dates | |
| Deposited | 30 Jul 2021, 09:35 |
| Accepted | 2021 |
| Contributors | University of Derby |
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Longbottom, David and Lawson, Alison 2018. Alternative research methods: introducing marketing sensing, a qualitative and interpretive perspective on research. in: Routledge.Pathways to sex addiction: Relationships with adverse childhood experience, attachment, narcissism, self-compassion and motivation in a gender-balanced sample
Rhodes, Christine and Kotera, Y. 2019. Pathways to sex addiction: Relationships with adverse childhood experience, attachment, narcissism, self-compassion and motivation in a gender-balanced sample. Sexual Addiction & Compulsivity. https://doi.org/10.1080/10720162.2019.1615585Social network analysis of dementia wards in psychiatric hospitals to explore the advancement of personhood in patients with Alzheimer’s disease.
Lazzari, Carlo, Kotera, Y. and Thomas, Hywel 2019. Social network analysis of dementia wards in psychiatric hospitals to explore the advancement of personhood in patients with Alzheimer’s disease. Current Alzheimer Research. https://doi.org/10.2174/1567205016666190612160955Changing attitudes with a MOOC on dementia
Kotera, Y. and Robertshaw, D. 2019. Changing attitudes with a MOOC on dementia. European Journal of Open, Distance and e-Learning.Roles of positive psychology for mental health in UK social work students: self-compassion as a predictor of better mental health
Kotera, Y., Green, Pauline and Sheffield, David 2019. Roles of positive psychology for mental health in UK social work students: self-compassion as a predictor of better mental health. British Journal of Social Work. https://doi.org/10.1093/bjsw/bcz149How Japanese managers use NLP in their daily work
Kotera, Y. and Van Gordon, William 2019. How Japanese managers use NLP in their daily work. in: Taylor & Francis.Japanese managers’ experiences of neuro-linguistic programming: a qualitative investigation
Kotera, Y. and Van Gordon, William 2019. Japanese managers’ experiences of neuro-linguistic programming: a qualitative investigation. The Journal of Mental Health Training, Education and Practice. https://doi.org/10.1108/JMHTEP-06-2018-0033Positive psychology of Malaysian students: impacts of engagement, motivation, self-compassion and wellbeing on mental health
Kotera, Y. and Ting, Su-Hie 2019. Positive psychology of Malaysian students: impacts of engagement, motivation, self-compassion and wellbeing on mental health. International Journal of Mental Health and Addiction. https://doi.org/10.1007/s11469-019-00169-zWork-life balance of UK construction workers: Relationship with mental health
Kotera, Y., Green, Pauline and Sheffield, David 2019. Work-life balance of UK construction workers: Relationship with mental health. Construction Management and Economics. https://doi.org/10.1080/01446193.2019.1625417Mental health of therapeutic students: relationships with attitudes, self-criticism, self-compassion, and caregiver identity
Kotera, Y., Green, Pauline and Sheffield, David 2019. Mental health of therapeutic students: relationships with attitudes, self-criticism, self-compassion, and caregiver identity. British Journal of Guidance & Counselling. https://doi.org/10.1080/03069885.2019.1704683English translation and validation of the Ikigai-9 in a UK Sample
Fido, Dean, Kotera, Y. and Asano, Kenichi 2019. English translation and validation of the Ikigai-9 in a UK Sample. International Journal of Mental Health and Addiction. https://doi.org/10.1007/s11469-019-00150-wMental health shame of UK construction workers: Relationship with masculinity, work motivation, and self-compassion.
Kotera, Y., Green, Pauline and Sheffield, David 2019. Mental health shame of UK construction workers: Relationship with masculinity, work motivation, and self-compassion. Journal of Work and Organizational Psychology. https://doi.org/10.5093/jwop2019a15From key account management to strategic partnerships: critical success factors for co-creation of value
Veasey, C. 2019. From key account management to strategic partnerships: critical success factors for co-creation of value. Thesis https://doi.org/10.48773/923wzMental wellbeing of caring profession students: relationship with caregiver identity, self-compassion, and intrinsic motivation.
Kotera, Y., Green, Pauline and Van Gordon, William 2018. Mental wellbeing of caring profession students: relationship with caregiver identity, self-compassion, and intrinsic motivation. Mindfulness & Compassion.The relationship between work motivation and worker profile in UK hospitality workers.
Kotera, Y., Adhikari, Prateek and Van Gordon, William 2018. The relationship between work motivation and worker profile in UK hospitality workers. International Journal of Education, Psychology and Counseling.Mental health attitudes, self-criticism, compassion and role identity among UK social work students.
Kotera, Y., Green, Pauline Catherine and Sheffield, David 2018. Mental health attitudes, self-criticism, compassion and role identity among UK social work students. The British Journal Of Social Work. https://doi.org/10.1093/bjsw/bcy072Ethical judgement in UK business students: relationship with motivation, self-compassion and mental health.
Kotera, Y., Conway, E. and Van Gordon, William 2018. Ethical judgement in UK business students: relationship with motivation, self-compassion and mental health. International Journal of Mental Health and Addiction. https://doi.org/10.1007/s11469-018-0034-2The applications of neuro-linguistic programming in organizational settings: A systematic review of psychological outcomes.
Kotera, Y., Sheffield, David and Van Gordon, William 2018. The applications of neuro-linguistic programming in organizational settings: A systematic review of psychological outcomes. Human Resource Development Quarterly. https://doi.org/10.1002/hrdq.21334Motivation types and mental health of UK hospitality workers.
Kotera, Y., Adhikari, Prateek and Van Gordon, William 2018. Motivation types and mental health of UK hospitality workers. International Journal of Mental Health and Addiction. https://doi.org/10.1007/s11469-018-9874-zSelf-criticism and self-reassurance as mediators between mental health attitudes and symptoms: Attitudes towards mental health problems in Japanese workers.
Kotera, Y., Gilbert, Paul, Asano, Kenichi, Ishimura, Ikuo and Sheffield, David 2018. Self-criticism and self-reassurance as mediators between mental health attitudes and symptoms: Attitudes towards mental health problems in Japanese workers. Asian Journal of Social Psychology. https://doi.org/10.1111/ajsp.12355Ontological addiction theory: Attachment to me, mine, and I.
Van Gordon, William, Shonin, Edo, Diouri, Sofiane, Garcia-Campayo, Javier, Kotera, Y. and Griffiths, Mark D. 2018. Ontological addiction theory: Attachment to me, mine, and I. Journal of Behavioral Addictions. https://doi.org/10.1556/2006.7.2018.45Mental health of UK university business students: Relationship with shame, motivation and self-compassion
Kotera, Y., Conway, E. and Van Gordon, William 2018. Mental health of UK university business students: Relationship with shame, motivation and self-compassion. Journal of Education for Business. https://doi.org/10.1080/08832323.2018.1496898Exploring emptiness and its effects on non-attachment, mystical experiences, and psycho-spiritual wellbeing: a quantitative and qualitative study of advanced meditators.
Van Gordon, William, Shonin, Edo, Dunn, Thomas J., Sapthiang, Supakyada, Kotera, Y., Garcia-Campayo, Javier and Sheffield, David 2018. Exploring emptiness and its effects on non-attachment, mystical experiences, and psycho-spiritual wellbeing: a quantitative and qualitative study of advanced meditators. Explore: The Journal of Science and Healing. https://doi.org/10.1016/j.explore.2018.12.003Development and validation of the inspirational leaders survey.
Pates, John, Kotera, Y. and Clancy, David 2018. Development and validation of the inspirational leaders survey. International Journal of Work Innovation. https://doi.org/10.1504/IJWI.2017.10012540Learner identities in the context of undergraduates: a case study
Lawson, Alison 2014. Learner identities in the context of undergraduates: a case study. Educational Research. https://doi.org/10.1080/00131881.2014.934557Mapping services theory to PhD supervision: lessons to be learned for doctoral students' visibility
Lawson, Alison 2017. Mapping services theory to PhD supervision: lessons to be learned for doctoral students' visibility. British Academy of Management.The development of fears of compassion scale Japanese version.
Asano, Kenichi, Tsuchiya, Masao, Ishimura, Ikuo, Lin, Shuzhen, Matsumoto, Yuki, Miyata, Haruko, Kotera, Y., Shimizu, Eiji and Gilbert, Paul 2017. The development of fears of compassion scale Japanese version. PLos ONE. https://doi.org/10.1371/journal.pone.0185574Relationship between types of work motivation and worker profile in UK hospitality workers.
Kotera, Y., Adhikari, Prateek and Van Gordon, William 2017. Relationship between types of work motivation and worker profile in UK hospitality workers. Global Academic Excellence.Disney strategy for Japanese university students' career guidance: a mixed methods pilot study
Kotera, Y. and Sheffield, David 2017. Disney strategy for Japanese university students' career guidance: a mixed methods pilot study. Journal of the National Institute for Career Education and Counselling. https://doi.org/10.20856/jnicec.3808