Recovery Management In Business-to-business Markets: Conceptual Dimensions, Relational Consequences And Financial Contributions
by Kristian Döscher /
2014 / English / PDF
7.3 MB Download
The book is related to the handling of product and service failures
in business-to-business markets. The concept of “recovery
management” embraces all activities of seller firms to effectively
handle failure situations in order to restore customer satisfaction
and attain customer retention. Since prior research on recovery
management has been mostly related to business-to-consumer (B2C)
markets and business-to-business markets (B2B) reflect
significantly different characteristics, a context-specific
approach to handle product or service failures in B2B markets is
required by researchers and practitioners alike. Based on a
profound qualitative and quantitative investigation, Kristian
Döscher derives the fundamental conceptual dimensions and discloses
the relational consequences as well as the financial contributions
of recovery management in B2B markets.
The book is related to the handling of product and service failures
in business-to-business markets. The concept of “recovery
management” embraces all activities of seller firms to effectively
handle failure situations in order to restore customer satisfaction
and attain customer retention. Since prior research on recovery
management has been mostly related to business-to-consumer (B2C)
markets and business-to-business markets (B2B) reflect
significantly different characteristics, a context-specific
approach to handle product or service failures in B2B markets is
required by researchers and practitioners alike. Based on a
profound qualitative and quantitative investigation, Kristian
Döscher derives the fundamental conceptual dimensions and discloses
the relational consequences as well as the financial contributions
of recovery management in B2B markets.