Key Manager Research Articles

Does it pay to be proactive? Testing proactiveness and the joint effect of internal and external collaboration on key account manager performance

In a survey of key account managers, we examine how internal and external collaboration individually and jointly affect performance. We shed light on the role of proactiveness in generating these effects. Using a social exchange theory lens, we consider how managing a portfolio of relationships through collaboration, both inside and outside of the organization, plays an important role in key account manager performance. Using data collected from key account managers across a range of industries, this study finds that proactive key account managers have higher levels of collaboration and performance. We find however that only the joint effect of internal and external collaboration positively affects performance. Interestingly, there were no direct effects. This study extends our understanding of the nature of collaboration in business-to-business relationships. Drawing on these findings, we discuss several theoretical and managerial implications.

Disruptions, Resilience and Performance of Emerging Market Entrepreneurs: Evidence from Uganda

We examine the effect of firm-specific business disruptions on the performance of small firms in emerging markets. We study the impact of both managerial disruptions (which result in the absence of the entrepreneur-owner or more broadly a key manager) and operational disruptions (e.g., supply glitches). We examine the effectiveness of resilience strategies in buffering against disruptions. We propose the use of relational resilience - i.e., the availability of suitable cover for the absent entrepreneur / key manager - as a measure of buffering against managerial disruptions. We also examine whether resource resilience (e.g., maintaining safety stock) helps recover from operational disruptions. In the absence of publicly available data, we hand-build a panel dataset by interviewing 646 randomly selected small firms over four time periods in Kampala, Uganda between June 2015 and November 2016. We find that disruptions are highly prevalent and have a statistically and economically significant effect on firm performance. When a firm faces multiple exogenous and severe disruptions in a six month period, its monthly sales go down by 13.7% (p = 0.013) and sales growth reduces by 17.1% on average over the six months (p = 0.070). Importantly, we find that both relational and resource resilience significantly buffer against the negative impact of disruptions; in some cases firms with high resilience are able to completely overcome the negative effect of disruptions on sales and sales growth. We discuss implications for policy makers and for large multi-nationals that buy from or sell to small emerging market firms.

Improved group key management region based cluster protocol in cloud

Group key management protocol (GKMP) is an emergent protocol for secured group communication services like videoconferencing, video on demand, etc. GKMP provides the creation and distribution of keys within groups. The intervention of a centralized key manager is avoided with this technique. To improve the security in multicast environments, GKMP effectively combines region-clustering approach based on the theory of hyper sphere and re-encryption using projective geometry. This forms a region based cluster protocol. Security is handled in an effective way through digital signature technique namely EdDSA and projective geometry. This paper concentrates on applying the intelligent security algorithm over the group controller in a distributed environment. The comparison with conventional techniques prove that the proposed algorithm outperforms well in terms of improved security and reduced overhead in multicast environments. The region based cluster protocol scheme increases the scalability of GKMP scheme in cloud environments.

CEO asks board for input

Imagine this: The nonprofit has a key manager who reports directly to the CEO. She is well‐paid, and the CEO often tells the board that this person is vital to the nonprofit's success. She attends board meetings as a resource, so board members know her well.

Multivariate hybrid pathways for creating exceptional customer experiences

PurposeThe purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches.Design/methodology/approachExtensive research and analysis has identified numerous models to measure service quality and most of these models are derived from the SERVQUAL. Since SERVQUAL is not clearly focused to analyze the customer’s experience, the authors have used mixed methods of data collection. The two sources of data are both primary and secondary data. Primary source of research is semi-structured feedback with key operations manager and front line employees involved in the business process outsourcing industry. Secondary source of data is based on case studies of organizations engaged in information technology and ecommerce.FindingsIn this study, the author suggests multivariate hybrid pathways to streamline and deliver exceptional customer experience, which enhances the customer retention and firm’s competitive advantage. This study emphasizes on the imminent growth of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches. The customers’ interactions with a firm are gaining proportional complexity due to the intercourse of human and technology interactions.Originality/valueThis study integrates the diverging but distinct pathways that influence customer experience. The study is centralized on the theme that there is a progressive dependence of human interactions with technological developments. It highlights the advent of new digital technologies that are the catalyst for personalized customer experiences.

Financial Management Practices and Sustainability of Non Governmental Organisations Projects in Juba, South Sudan

Purpose: The purpose of this study was to investigate the effect of financial management challenges on financial sustainability of Non-Governmental Organizations in south Sudan.Methodology: The study used descriptive research design. The target population of the study was all the 112 NGO in South Sudan at July 31st 2015. A census of all the 112 key financial manager personnel was taken since the population is small. Primary data was collected through the administration of the questionnaires. This study generated both qualitative and quantitative data. Data was analyzed mainly by use of descriptive and inferential statistics that is, graphical and numerical methods, measures of central tendencies as well as measures of variability. The particular inferential statistics were regression and correlation analysis. Multiple regression equation was used to determine the strength and directions of the association between the variables with the results.Results: The study findings indicated that there is a significant and positive relationship between budget control and the financial sustainability of NGOs in South Sudan. The results also indicated that there is a significant and positive relationship between financial reporting and the financial sustainability of NGOs in South Sudan. Also, results found out that there is a significant and positive relationship between income source diversification and the financial sustainability of NGOs in South Sudan. Further, the results indicated that there is a significant and positive relationship between donor relationship management and the financial sustainability of NGOs in South Sudan.Unique contribution to theory, practice and policy: The study recommended that budget control activities such as financial resources, competent human resource, and participation of both staff and other stakeholders in the budgeting process, proper planning, evaluation, monitoring and control of the budget process and staff motivation should be fully adopted by NGOs in order to sustain their financials. The study also recommended that income source diversification activities such as charitable donations from individuals and corporations, grants, fees, commission, contracts for service, and sales of goods and should be adopted in order to enhance the financial sustainability of NGOs.

Data Security In Cloud Using Semi Trusted Third Party Key Manager

Data Security In Cloud Using Semi Trusted Third Party Key Manager

A Novel Authenticated Group Key Distribution Scheme

In this paper, we present a novel authenticated group key distribution scheme for large and dynamic multicast groups without employing traditional symmetric and asymmetric cryptographic operations. The security of our scheme is mainly based on the basic theories for solving linear equations. In our scheme, a large group is divided into many subgroups, where each subgroup is managed by a subgroup key manager (SGKM) and a group key generation center (GKGC) further manages all SGKMs. The group key is generated by the GKGC and then propagated to all group members through the SGKMs, such that only authorized group members can recover the group key but unauthorized users cannot. In addition, all authorized group members can verify the authenticity of group keys by a public one-way function. The analysis results show that our scheme is secure and efficient, and especially it is very appropriate for secure multicast communications in large and dynamic client-server networks.

Optimal blowfish algorithm-based technique for data security in cloud

The cloud computing has elegantly emerged as a unique category of computing which is invariably dependent on sharing computing resources reasonably possessing the local servers or personal devices to successfully address the applications. For the purpose of effectively overcoming the related issues, an optimal blowfish algorithm-based approach is envisioned for the effective encryption and decryption. In the relative step, an innovative signcryption algorithm is elegantly employed for signature authentication. The key manager is entrusted with the task of authenticating the policy related to the file. If the policy precisely corresponds to the file name, then an identical public key is created. If not, a new public key is generated and with the help of public key and private key, the file is encrypted and uploaded into the cloud. The proposed method provides higher security in terms of the data usage for individual persons.

Optimal Blowfish Algorithm based Technique for Data Security in Cloud

The cloud computing has elegantly emerged as a unique category of computing which is invariably dependent on sharing computing resources reasonably possessing the local servers or personal devices to successfully address the applications. For the purpose of effectively overcoming the related issues, an optimal blowfish algorithm-based approach is envisioned for the effective encryption and decryption. In the relative step, an innovative signcryption algorithm is elegantly employed for signature authentication. The key manager is entrusted with the task of authenticating the policy related to the file. If the policy precisely corresponds to the file name, then an identical public key is created. If not, a new public key is generated and with the help of public key and private key, the file is encrypted and uploaded into the cloud. The proposed method provides higher security in terms of the data usage for individual persons.

Does Organization Sector Matter in Leading Teleworker Teams? A Comparative Case Study

Literature was reviewed to investigate the forces that are driving telework arrangements, the perceived benefits and drawbacks from teleworking, and the extent to which teleworking arrangements are utilized in the United States in both the private and public sectors. Results of a qualitative case analysis are presented, comparing the experiences of managers in both a large profit-seeking travel management corporation headquartered in a large Midwestern city in the United States and a large state governmental agency headquartered within 50 miles of that city. Organizational similarities and differences are identified in the skills and competencies which are considered key in managing teleworkers, unique challenges to supervising teleworkers, and approaches used by managers to develop self-reliance and the capacity for teamwork in teleworkers. Finally, conclusions regarding key telework manager skills and strategies which may be effective for organizations offering telework arrangements to employees are presented along with suggestions for future research.

Implementing key account management: Intraorganizational practices and associated dilemmas

Over the last few decades, key account management (KAM) has become a widespread approach to creating value in strategic customer relationships. Research in KAM has often focused on the role of the key account manager, taking a customer interface perspective and adopting cross sectional methods. We contribute to the KAM body of knowledge by presenting a novel longitudinal study of the intraorganizational decisions and dilemmas faced by leaders when implementing KAM programs. Our findings demonstrate that deploying KAM involves the continual balancing and harmonization of strategic and operational practices. In particular, we show that KAM programs become embedded when firms create structural as well as individual support systems and when long-term aims can be reconciled with the need for short term deliverables.

Inter cluster communication and rekeying technique for multicast security in mobile ad hoc networks

Owing to dynamic topology changes in mobile ad hoc networks (MANETs), nodes have the freedom of movement. This characteristic necessitates the process of rekeying to secure multicast transmission. Furthermore, a secure inter cluster communication technique is also mandatory to improve the performance of multicast transmission. In this paper, we propose an inter cluster communication and rekeying technique for multicast security in MANET. The technique facilitates inter cluster communication by distributing private key shares to the nodes, which is performed by the centralised key manager. By tamper proofing the data using private key share, inter cluster communication is accomplished. Furthermore, the rekeying mechanism is invoked when a node joins the cluster. Our rekeying technique incurs low overhead and computation cost. Our technique is simulated in network simulator tool. The simulation results show the proficiency of our technique.

CMKMS

Purpose – The paper aims to address wireless sensor network (WSN) security by proposing new cluster-based mobile key management scheme (CMKMS). The growing demands of WSNs in variety of real-time and mission-critical applications increase the challenges in terms of energy efficiency, security and mobility. The security is important to avoid malicious attacks and improve the energy efficiency, while mobility helps to improve the reachability of network. The CMKMS algorithm focuses on the management and maintenance of keys under cluster-based mobile WSN network. Design/methodology/approach – The paper studied the related work in the area of key management and compared the different key management algorithms according to the technique used. The comparative study shows that the available key management algorithms are efficient in terms of security, but they are not scaleable enough to the changing conditions of network and do not work efficiently under node mobility. The research uses cluster-based approach for improving scalability, where cluster head (CH) acts as a key manager. The work developed by considering both static and mobile CH. Findings – The CMKMS considers two phases, first for key maintenance which establishes the two private keys, home key for own cluster and foreign key when node moves from one cluster to another. The second phase maintains the keys when CH moves from one cluster to another. The proposed algorithm improves the efficiency of key management algorithm in terms of security, mobility, energy efficiency and scalability of network. The simulation of scheme in different realistic situation shows that proposed solution shows less computational overheads, energy consumption and delay as compared with state-of-art solution. Research limitations/implications – The research is validated using computer-based simulation, which limits the testing of research by considering external environmental conditions. Therefore, research can be further test using WSN test bed. Practical implications – The research address the issues in key management, developed the scaleable, and node mobility supportable key management algorithms, for addressing the demands of growing WSN applications. Originality/value – This paper accomplish the security of WSN using scaleable and mobility-supported key management algorithms.

Good practice in social care: the views of people with severe and complex needs and those who support them

This paper reports findings drawn from a study of good practice in English social care for adults with disability and older people with severe and complex needs. People with severe and complex needs are a relatively small proportion of adult social care service users, but they are growing in numbers and have resource-intensive needs. The study involved qualitative research with adults with disability and older people with severe and complex needs, family carers and members of specialist organisations (n=67), focusing on the features of social care services they considered to be good practice. Data were collected between August 2010 and June 2011. The approach to data collection was flexible, to accommodate participants' communication needs and preferences, including face-to-face and telephone interviews, Talking Mats(©) sessions and a focus group. Data were managed using Framework and analysed thematically. Features of good practice were considered at three levels: (i) everyday support; (ii) service organisation; and (iii) commissioning. Findings relating to the first two of these are presented here. Participants emphasised the importance of person-centred ways of working at all levels. Personalisation, as currently implemented in English social care, aims to shift power from professionals to service users through the allocation of personal budgets. This approach focuses very much on the role of the individual in directing his/her own support arrangements. However, participants in this study also stressed the importance of ongoing professional support, for example, from a specialist key worker or case manager to co-ordinate diverse services and ensure good practice at an organisational level. The paper argues that, despite the recent move to shift power from professionals to service users, people with the most complex needs still value support from professionals and appropriate organisational support. Without these, they risk being excluded from the benefits that personalisation, properly supported, could yield.

Who are the key players in a new translational research network?

BackgroundProfessional networks are used increasingly in health care to bring together members from different sites and professions to work collaboratively. Key players within these networks are known to affect network function through their central or brokerage position and are therefore of interest to those who seek to optimise network efficiency. However, their identity may not be apparent. This study using social network analysis to ask: (1) Who are the key players of a new translational research network (TRN)? (2) Do they have characteristics in common? (3) Are they recognisable as powerful, influential or well connected individuals?MethodsTRN members were asked to complete an on-line, whole network survey which collected demographic information expected to be associated with key player roles, and social network questions about collaboration in current TRN projects. Three questions asked who they perceived as powerful, influential and well connected. Indegree and betweenness centrality values were used to determine key player status in the actual and perceived networks and tested for association with demographic and descriptive variables using chi square analyses.ResultsResponse rate for the online survey was 76.4% (52/68). The TRN director and manager were identified as key players along with six other members. Only two of nine variables were associated with actual key player status; none with perceived. The main finding was the mismatch between actual and perceived brokers. Members correctly identified two of the three central actors (the two mandated key roles director and manager) but there were only three correctly identified actual brokers among the 19 perceived brokers. Possible reasons for the mismatch include overlapping structures and weak knowledge of members.ConclusionsThe importance of correctly identifying these key players is discussed in terms of network interventions to improve efficiency.

Two Community-Based Dementia-Care Innovations

Two Community-Based Dementia-Care Innovations

Key account management: the inside selling job

PurposeSalespeople are frequently required to manage a wide range of complex internal relationships. This paper seeks to explore one aspect of the key account manager's internal selling role which has not been addressed before, specifically how the key account manager handles multiple incidents of simultaneous conflict while carrying out their internal selling duties.Design/methodology/approachThe research uses the critical incident technique together with an interpretive framework for data coding in order to explore the complex behavioural sequences adopted by key account managers while managing the many incidents of conflict which they frequently encounter within the organisation. Twenty‐nine key account managers from seven participating FMCG, Blue Chip organisations in the UK and USA participated in the research describing 112 incidents of conflict.FindingsThe research provides further insight into the complexity perspective of conflict management, suggesting that conflict episodes do not occur as discrete, isolated, incidents, rather incidents occur simultaneously requiring a combination of behaviours in their management.Practical implicationsThe implications for a complex role such as selling are that, while carrying out their internal selling duties, rather than adopting a single managerial style or single combination of styles, key account managers are able to adapt and use a combination of management behaviours which can be modified throughout and across conflict episodes.Originality/valueIn contrast to the majority of research into personal selling, this research takes an interpretive approach through the analysis of transcripts from a series of CIT interviews with key account managers in the field.

Manager support predicts turnover of professionals in India

PurposeThe purpose of this paper is to examine how the support managers provide to employees affects the employees' sense of intrinsic reward, personal commitment, perceived career success, and retention.Design/methodology/approachA large‐scale employee survey wss conducted of 28 organizational entities in India involving 9,301 randomly identified employees yielding 4,811 respondents (54 percent response rate) supported by employee interviews following the survey.FindingsUsing a hypothesis‐driven, path analytic‐regression approach, the managerial support of employees had significant direct and indirect effects on perceived career success and retention one year later. Intrinsic rewards and personal commitment mediated these relationships.Practical implicationsManagers may play a much greater role in employee retention than the literature often suggests. Key manager practices include showing personal interest, holding career discussions, acknowledging employee contributions, using a system of empowerment, and celebrating milestones and successes. Employees can improve their perceived career success by balancing their long‐ and short‐term goals, improving their competence, and communicating openly with their managers. To reduce turnover, HR professionals can provide better manager support training, hold managers accountable for retention, enhance the career management and HR systems by developing more non‐monetary rewards, and learn from those that leave.Originality/valueManager practices in support of their employees were studied across a large and diverse set of national, international, and global firms operating in India. Findings highlight the importance of the managerial role in reducing turnover and enhancing perceptions of career success in a culture known for high power distance among managers and employees.

Legacy of the Kolff Lab Lives On

Legacy of the Kolff Lab Lives On