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Recovery Management in Business-to-Business Markets
Kristian Doscher
€ 66.64
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Description for Recovery Management in Business-to-Business Markets
Paperback. Num Pages: 290 pages, 31 black & white illustrations, 26 black & white tables, biography. BIC Classification: KJMV7; KJS. Category: (P) Professional & Vocational. Dimension: 210 x 148 x 18. Weight in Grams: 409.
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 ... Read more
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 ... Read more
Product Details
Format
Paperback
Publication date
2014
Publisher
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Germany
Number of pages
290
Condition
New
Number of Pages
290
Place of Publication
, Germany
ISBN
9783658056360
SKU
V9783658056360
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-15
About Kristian Doscher
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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