Recovery Management in Business-to-Business Markets

1. Front Matter

   Pages I-XVII

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2. Introduction

   • Kristian Döscher

   Pages 1-8

3. Terminological and conceptual foundation of investigation

   • Kristian Döscher

   Pages 9-43

4. Theoretical foundation of investigation

   • Kristian Döscher

   Pages 45-64

5. Qualitative investigation on recovery management in business markets

   • Kristian Döscher

   Pages 65-98

6. Quantitative investigation on recovery management in business markets

   • Kristian Döscher

   Pages 99-178

7. Conclusions

   • Kristian Döscher

   Pages 179-203

8. Back Matter

   Pages 205-290

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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.

• Business-to-Business Markets
• Customer Relationship Management
• Recovery Management

• Lehrstuhl für Dienstleistungsmanagement, KU Eichstätt-Ingolstadt, Ingolstadt, Germany

  Kristian Döscher

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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