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Recovery Management in Business-to-Business Markets

Recovery Management in Business-to-Business Markets

Kristian Döscher

66,39 €
IVA incluido
Disponible
Editorial:
Springer Nature B.V.
Año de edición:
2014
Materia
Ventas y marketing
ISBN:
9783658056360
66,39 €
IVA incluido
Disponible

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Sobre IBD

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.

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