SERVICE RECOVERY Supervisor: Liza Castro

Christiansen

IN B2B MARKETS Students: Nives Vukusik

& Diana Rosu
 INTRODUCTION

RESEARCH QUESTION

SUMMARY OF THE REPORT

Agenda
MANAGERIAL IMPLICATIONS

REFLECTIONS

CONCLUSION
 Definition of the topic: Failure &
Recovery

INTRODUCTI Purpose: investigate the effects of

ON effective recovery measures

The collected literature review is the

anchor for the relational consequences
of recovery management in B2B
markets.
 How does service recovery affect the buyer-seller
RESEARCH relationship in business markets?

QUESTION
SUMMARY OF THE REPORT

(Miller, Craighead and Karwan, 2000)

MANAGERIAL
IMPLICATIONS
1. Failure handling responsibility
2. Empowerment of others
3. Fair procedures
4. Proactive learning
The engine supplied by Rolls Royce to the aircraft
manufacturer Airbus failure -> bad market reputation
 • Focus on the cultural dimension for further
REFLECTIO research

NS
 • Procedural, interactional and distributive justice
CONCLUSIO result in effective recovery strategies

N • Empowerment of others
• Fair procedures