Recovery Management in Business-to-Business Markets

Conceptual Dimensions, Relational Consequences and Financial Contributions

Authors: Döscher, Kristian

  • Publication in the field of economic science

Buy this book

eBook $69.99
price for USA (gross)
  • ISBN 978-3-658-05637-7
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $89.99
price for USA
  • ISBN 978-3-658-05636-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

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

Table of contents (6 chapters)

  • Introduction

    Döscher, Kristian

    Pages 1-8

  • Terminological and conceptual foundation of investigation

    Döscher, Kristian

    Pages 9-43

  • Theoretical foundation of investigation

    Döscher, Kristian

    Pages 45-64

  • Qualitative investigation on recovery management in business markets

    Döscher, Kristian

    Pages 65-98

  • Quantitative investigation on recovery management in business markets

    Döscher, Kristian

    Pages 99-178

Buy this book

eBook $69.99
price for USA (gross)
  • ISBN 978-3-658-05637-7
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $89.99
price for USA
  • ISBN 978-3-658-05636-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Recovery Management in Business-to-Business Markets
Book Subtitle
Conceptual Dimensions, Relational Consequences and Financial Contributions
Authors
Copyright
2014
Publisher
Gabler Verlag
Copyright Holder
Springer Fachmedien Wiesbaden
eBook ISBN
978-3-658-05637-7
DOI
10.1007/978-3-658-05637-7
Softcover ISBN
978-3-658-05636-0
Edition Number
1
Number of Pages
XVIII, 290
Number of Illustrations and Tables
31 b/w illustrations
Topics