000 03308nam a22004815i 4500
001 978-3-658-05637-7
003 DE-He213
005 20200420211742.0
007 cr nn 008mamaa
008 140414s2014 gw | s |||| 0|eng d
020 _a9783658056377
_9978-3-658-05637-7
024 7 _a10.1007/978-3-658-05637-7
_2doi
050 4 _aHF5410-5417.5
072 7 _aKJS
_2bicssc
072 7 _aKJSM
_2bicssc
072 7 _aBUS043000
_2bisacsh
082 0 4 _a658.8
_223
100 1 _aD�oscher, Kristian.
_eauthor.
245 1 0 _aRecovery Management in Business-to-Business Markets
_h[electronic resource] :
_bConceptual Dimensions, Relational Consequences and Financial Contributions /
_cby Kristian D�oscher.
264 1 _aWiesbaden :
_bSpringer Fachmedien Wiesbaden :
_bImprint: Springer Gabler,
_c2014.
300 _aXVIII, 290 p. 31 illus.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
505 0 _aIntroduction -- 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.
520 _aThe 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�oscher 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 D�oscher is Head of Marketing Original Equipment at a large automotive supplier firm in Germany and has worked in several Sales & Marketing positions.
650 0 _aBusiness.
650 0 _aManagement science.
650 0 _aMarketing.
650 0 _aSales management.
650 1 4 _aBusiness and Management.
650 2 4 _aMarketing.
650 2 4 _aSales/Distribution.
650 2 4 _aBusiness and Management, general.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9783658056360
856 4 0 _uhttp://dx.doi.org/10.1007/978-3-658-05637-7
912 _aZDB-2-SBE
942 _cEBK
999 _c50731
_d50731