Recovery Management in Business-to-Business Markets: Conceptual Dimensions, Relational Consequences and Financial Contributions
Author:   Kristian Döscher
Publisher:   Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Edition:   2014 ed.
ISBN:  

9783658056360


Pages:   290
Publication Date:   23 April 2014
Format:   Paperback
Availability:   Manufactured on demand   Availability explained
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Recovery Management in Business-to-Business Markets: Conceptual Dimensions, Relational Consequences and Financial Contributions


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Overview

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.

Full Product Details

Author:   Kristian Döscher
Publisher:   Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Imprint:   Springer Gabler
Edition:   2014 ed.
Dimensions:   Width: 14.80cm , Height: 1.80cm , Length: 21.00cm
Weight:   3.999kg
ISBN:  

9783658056360


ISBN 10:   3658056363
Pages:   290
Publication Date:   23 April 2014
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

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.

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Author Information

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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