| 書(shū)目名稱(chēng) | Recovery Management in Business-to-Business Markets |
| 副標(biāo)題 | Conceptual Dimension |
| 編輯 | Kristian D?scher |
| 視頻video | http://file.papertrans.cn/825/824288/824288.mp4 |
| 概述 | Publication in the field of economic science.Includes supplementary material: |
| 圖書(shū)封面 |  |
| 描述 | 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 D?scher derives the fundamental conceptual dimensions and discloses the relational consequences as well as the financial contributions of recovery management in B2B markets. |
| 出版日期 | Book 2014 |
| 關(guān)鍵詞 | Business-to-Business Markets; Customer Relationship Management; Recovery Management |
| 版次 | 1 |
| doi | https://doi.org/10.1007/978-3-658-05637-7 |
| isbn_softcover | 978-3-658-05636-0 |
| isbn_ebook | 978-3-658-05637-7 |
| copyright | Springer Fachmedien Wiesbaden 2014 |
|Archiver|手機(jī)版|小黑屋|
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