Joint Business-to-Business recovery management: the moderating role of locus of failure
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Kuupäev
2021
Kättesaadavus
Ajakirja pealkiri
Ajakirja ISSN
Köite pealkiri
Kirjastaja
Abstrakt
Agricultural machinery manufacturers and services providers increasingly experience
failure in core products and service deliveries. Despite the importance of recovery management
in context, scant research exists on studying recovery management, collaborative recovery
activities, and the impact of joint recovery management on post-recovery relationship quality.
More pressing is the lack of research on the impact of relationship quality on the customer's
intention of future co-recovery activities. Using an experimental design with data from 30
agronomy machinery and equipment manufacturers and service providers in Iran, we investigate
how customers’ perception of relationship quality is influenced by the interplay of locus of failure
and supplier recovery tactics (non-co-creation of recovery vs co-creation of recovery). The results
reveal the locus of failure, interacts with the supplier recovery tactics to impact the customers'
perceptions of relationship quality. Finally, all three dimensions of relationship quality
(satisfaction, trust, and commitment) positively impact the customers’ intention for future
co-recovery activities.
Kirjeldus
Received: January 30th, 2021 ; Accepted: May 20th, 2021 ; Published: June 10th, 2021 ; Correspondence: Naghmeh.nikbakhsh@yahoo.com
Märksõnad
business-to-business, co-creation, joint recovery management, locus of failure, relationship quality, agronomy machinery, agronomy services, articles