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Recovery Management in Business-to-Business Markets : Conceptual Dimensions, Relational Consequences and Financial Contributions. B2B市場における回復管理
・ISBN 978-3-658-05636-0 soft EUR 49.99
￥13,361.- (税込) ※（※）価格はご注文時の参考価格となります。
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| 著者・編者 | Döscher, Kristian, |
|---|---|
| 出版社 | (Springer Gabler, GW) |
| 出版年月 | 2014 |
| ページ数 | xvii, 287 S. |
| 言語 | ENG |
| ニュース番号 | ＜616-878 616-L302＞ |
解説
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 Doescher derives the fundamental conceptual dimensions and discloses the relational consequences as well as the financial contributions of recovery management in B2B markets.