EAN: 9783658056360

RECOVERY MANAGEMENT IN BUSINESS-TO-BUSINESS MAR...

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.

Aktuelle Preise zur EAN 9783658056360

Produktinformationen zur 9783658056360