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Recovery Management in Business-To-Business Markets
Recovery Management in Business-To-Business Markets
Knygos.lt klubas Knygos.lt nariams
84,76 €
-30%
Įprastai
121,09 €
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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-spe…
  • Leidėjas:
  • Metai: 2014
  • Puslapiai: 290
  • ISBN-10: 3658056363
  • ISBN-13: 9783658056360
  • Formatas: 14.8 x 21 x 1.8 cm, minkšti viršeliai
  • Kalba: Anglų

Recovery Management in Business-To-Business Markets (el. knyga) (skaityta knyga) | knygos.lt

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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.

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  • Autorius: Kristian Döscher
  • Leidėjas:
  • Metai: 2014
  • Puslapiai: 290
  • ISBN-10: 3658056363
  • ISBN-13: 9783658056360
  • Formatas: 14.8 x 21 x 1.8 cm, minkšti viršeliai
  • Kalba: Anglų

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.

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