Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services

Baliga, A J and Chawla, V and Sunder M, V and Kumar, R (2021) Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services. Journal of Business and Industrial Marketing. ISSN 0885-8624

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Abstract

To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences. Although this is a generic problem applicable across markets, it becomes critical in B2B markets, as they deal with high impact and corporate customers. The purpose of this paper is to identify these SR barriers in B2B markets and explore their linkages toward identifying the key driving barriers.

Affiliation: Indian School of Business
ISB Creiators:
ISB Creators
ORCiD
Sunder M, V
UNSPECIFIED
Item Type: Article
Uncontrolled Keywords: B2B, B2B markets, Service Failure
Subjects: Business Innovation
Operations Management
Depositing User: Gurusrinivasan K
Date Deposited: 28 Mar 2021 12:40
Last Modified: 28 Mar 2021 12:40
URI: https://eprints.exchange.isb.edu/id/eprint/1425
Publisher URL: https://doi.org/10.1108/JBIM-02-2020-0112
Publisher OA policy: https://v2.sherpa.ac.uk/id/publication/2818
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