Read online or download a free book: Recovery Management In Business-To-Business Markets: Conceptual Dimensions, Relational Consequences And Financial Contributions
Publisher: Springer Gabler: 2014 edition (23 April 2014)
By: Kristian Döscher (Author)
Book format: pdf doc docx mobi djvu epub ibooks (*An electronic version of a printed book that can be read on a computer or handheld device designed specifically for this purpose.)
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 Dö:scher 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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