Servitization and service recovery: Can you be too close for comfort?

Melanie Kreye, Michael A. Lewis

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

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    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 languageEnglish
    Title of host publicationProceedings of 22nd EurOMA Conference
    Number of pages10
    PublisherEuropean Operations Management Association
    Publication date2015
    Publication statusPublished - 2015
    Event22nd EurOMA Conference: Operations Management for Sustainable Competitiveness - Neuchâtel, Switzerland
    Duration: 26 Jun 20151 Jul 2015
    Conference number: 22

    Conference

    Conference22nd EurOMA Conference
    Number22
    CountrySwitzerland
    CityNeuchâtel
    Period26/06/201501/07/2015

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