Recovery Management in Business-to-Business Markets: Conceptual Dimensions, Relational Consequences and Financial Contributions by Kristian DöscherRecovery Management in Business-to-Business Markets: Conceptual Dimensions, Relational Consequences and Financial Contributions by Kristian Döscher

Recovery Management in Business-to-Business Markets: Conceptual Dimensions, Relational Consequences…

byKristian Döscher

Paperback | April 23, 2014

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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.
Kristian Döscher is Head of Marketing Original Equipment at a large automotive supplier firm in Germany and has worked in several Sales & Marketing positions.
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Title:Recovery Management in Business-to-Business Markets: Conceptual Dimensions, Relational Consequences…Format:PaperbackDimensions:290 pagesPublished:April 23, 2014Publisher:Springer-Verlag/Sci-Tech/TradeLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:3658056363

ISBN - 13:9783658056360

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Table of Contents

Introduction.- Terminological and conceptual foundation of investigation.- Theoretical foundation of investigation.- Qualitative investigation on recovery management in business markets.- Quantitative investigation on recovery management in business markets.- Conclusions.