Logo - springer
Slogan - springer

Springer Gabler - Marketing & Sales | Recovery Management in Business-to-Business Markets - Conceptual Dimensions, Relational Consequences

Recovery Management in Business-to-Business Markets

Conceptual Dimensions, Relational Consequences and Financial Contributions

Döscher, Kristian

2014, XVIII, 290 p. 31 illus.

Available Formats:
eBook
Information

Springer eBooks may be purchased by end-customers only and are sold without copy protection (DRM free). Instead, all eBooks include personalized watermarks. This means you can read the Springer eBooks across numerous devices such as Laptops, eReaders, and tablets.

You can pay for Springer eBooks with Visa, Mastercard, American Express or Paypal.

After the purchase you can directly download the eBook file or read it online in our Springer eBook Reader. Furthermore your eBook will be stored in your MySpringer account. So you can always re-download your eBooks.

 
$69.99

(net) price for USA

ISBN 978-3-658-05637-7

digitally watermarked, no DRM

Included Format: PDF

download immediately after purchase


learn more about Springer eBooks

add to marked items

Softcover
Information

Softcover (also known as softback) version.

You can pay for Springer Books with Visa, Mastercard, American Express or Paypal.

Standard shipping is free of charge for individual customers.

 
$89.99

(net) price for USA

ISBN 978-3-658-05636-0

free shipping for individuals worldwide

usually dispatched within 3 to 5 business days


add to marked items

  • Publication in the field of economic science

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.

Contents

  • Conceptual dimensions of recovery management in B2B markets
  • Relational consequences of recovery management in B2B markets
  • Financial consequences of recovery management in B2B markets

 Target Groups

  • Researchers and students in Business Management with a focus on B2B Sales & Marketing
  • Professionals with a focus on B2B Sales & Marketing in industrial firms

 The Author

Kristian Döscher is Head of Marketing Original Equipment at a large automotive supplier firm in Germany and has worked in several Sales & Marketing positions.

Content Level » Research

Keywords » Business-to-Business Markets - Customer Relationship Management - Recovery Management

Related subjects » BWL - Marketing & Sales - Sales, CRM, Service

Table of contents / Preface / Sample pages 

Popular Content within this publication 

 

Articles

Read this Book on Springerlink

Services for this book

New Book Alert

Get alerted on new Springer publications in the subject area of Marketing.