Recovery Management in Business-to-Business Markets Conceptual Dimensions, Relational Consequences and Financial Contributions /

• Main Author: Döscher, Kristian (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Wiesbaden : Springer Fachmedien Wiesbaden : Imprint: Springer Gabler, 2014.
• Subjects: Business.; Management science.; Marketing.; Sales management.; Business and Management.; Sales/Distribution.; Business and Management, general.

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 pr...

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.