Document Type

Conference Paper


Available under a Creative Commons Attribution Non-Commercial Share Alike 4.0 International Licence


Business and Management.

Publication Details

Conference proceedings Murphy, Lesley and Joseph Coughlan (2011) Key Account Manager Performance. IMP Conference, University of Strathcylde, Glasgow, UK, 5th – 7th September.


A conceptual model of the factors that are linked to the performance of a Key Account Manager has been developed. There is a paucity of research in the correlation between the Key Account Manager’s personal and behavioural characteristics and their influence of the individual and organisation performance. A review of the literature underlines that the Key Account Manager can described as a strategic orchestrator or lynch pin and their key role is to coordinate activities with other members of their organisation. As a result, their individual characteristics will be tested against trust, collaboration and communication which are essential for the interpersonal and interdepartmental roles played by a Key Account Manager. The conceptual model has been developed through an extensive review of the relevant literature and a qualitative pre-study. The model will be tested by a large scale survey.