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

Publisher	(Wiesbaden : Springer Fachmedien Wiesbaden : Imprint: Springer Gabler)
Year	2014
Edition	1st ed. 2014.
Authors	*Döscher, Kristian author SpringerLink (Online service)

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Links to the text	Location	Volume	Call No.	Barcode No.	Status	Comments	ISBN	Printed	Restriction	Reserve
Links to the text	Library Off-campus access			OB00165119		Springer Business and Economics eBooks (電子ブック)	9783658056377

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Material Type	E-Book
Media type	機械可読データファイル
Size	XVIII, 290 p. 31 illus : online resource
Notes	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 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 HTTP:URL=https://doi.org/10.1007/978-3-658-05637-7
Subjects	LCSH:Marketing LCSH:Sales management LCSH:Business LCSH:Management science FREE:Marketing FREE:Sales and Distribution FREE:Business and Management
Classification	LCC:HF5410-5417.5 DC23:658.8
ID	8000010078
ISBN	9783658056377