Abstract
What happens when ‘servitized’ operations and maintenance arrangements fail? Although we know that B2C service failures can lead customers to terminate the relationship, we know very little about failures in servitization. Exceptional external event such as the Arab Spring can cause unexpected disruptions in B2B settings. Presenting evidence from two industrial cases, we found that the closeness of the provider-customer relationship positively affects the ability to recover service failures. However, this relationship can also lead to higher escalation of the service failure. Thus, we contribute to the literature on service failure in the B2B context of servitization.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of 22nd EurOMA Conference |
| Number of pages | 10 |
| Publisher | European Operations Management Association |
| Publication date | 2015 |
| Publication status | Published - 2015 |
| Event | 22nd EurOMA Conference: Operations Management for Sustainable Competitiveness - Neuchâtel, Switzerland Duration: 26 Jun 2015 → 1 Jul 2015 Conference number: 22 |
Conference
| Conference | 22nd EurOMA Conference |
|---|---|
| Number | 22 |
| Country/Territory | Switzerland |
| City | Neuchâtel |
| Period | 26/06/2015 → 01/07/2015 |