Service Failure and Recovery in B2B Markets – A Morphological Analysis

Baliga, A J and Chawla, V and Sunder M, V and Ganesh, L S and Sivakumaran, B (2020) Service Failure and Recovery in B2B Markets – A Morphological Analysis. Journal of Business Research. ISSN 0148-2963

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Abstract

The existing body of research on service failures and recoveries primarily deals with business-to-consumer markets, with relatively limited and scattered research on business-to-business (B2B) markets. The purpose of this paper is to review the existing literature on these failures and recoveries in B2B markets, conceptualize and develop a morphological analysis (MA) framework, and identify research gaps that point to future research possibilities. We present an MA framework based on a literature review of 114 papers on the ABDC/ABS/ Clarivate Analytics list. The MA framework, constructed with eight dimensions and 62 variants, reveals 418 distinct research gaps as an upper bound of opportunities for future research. The paper concludes by discussing the implications for future research.

Affiliation: Indian School of Business
ISB Creiators:
ISB Creators
ORCiD
Sunder M, V
UNSPECIFIED
Item Type: Article
Uncontrolled Keywords: Service Failure, Service Recovery, B2B, Morphological Analysis
Subjects: Operations Management
Depositing User: Gurusrinivasan K
Date Deposited: 28 Mar 2021 12:35
Last Modified: 28 Mar 2021 12:35
URI: https://eprints.exchange.isb.edu/id/eprint/1424
Publisher URL: https://www.sciencedirect.com/science/article/pii/...
Publisher OA policy: https://v2.sherpa.ac.uk/id/publication/13785
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