Volume 14, Issue 1 (2024)                   ORMR 2024, 14(1): 129-153 | Back to browse issues page

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kashfi P, Hasangholi pouryasouri3 T, Ebrahimi A. Development of a Framework for Service Failure and Recovery in a B2B Market Using a Systematic Literature Review Approach. ORMR 2024; 14 (1) :129-153
URL: http://ormr.modares.ac.ir/article-28-70818-en.html
Development of a Framework for Service Failure and Recovery in a B2B Market Using a Systematic Literature Review Approach
Parviz Kashfi 1, Tahmours Hasangholi pouryasouri32 , Abolghasem Ebrahimi3
1- Unit 4- No. 18- Bucharest II- Bucharest Street- Argentina Square- Tehran -Iran - The Student of PhD, Business Management, Department of Business, Faculty of Management, University of Tehran, Tehran, Iran. , pkashfi@ut.ac.ir
2- Assistant Professor, Business Dept., Faculty of Management, University of Tehran, Tehran, Iran.
3- Associate professor of Marketing, Department of Management, School of Economics, Management and Social sciences, Shiraz, Iran.
Abstract:   (466 Views)
Service failure is an integral part of service delivery and will undoubtedly occur many times for any business. Service failure in B2B markets causes irreparable damage to businesses, and in order to prevent this damage, it is necessary to identify service failure and find suitable services for every business. Therefore, the main goal of this research is a framework for the failure and recovery of services in the B2B market according to the literature in this field. The method of this research is qualitative and using a systematic review approach. In this research, 370 articles were reviewed and finally, after several stages of screening, 35 articles were selected and evaluated for the final analysis. The findings of this research include seven main categories including the field of B2B service failure, types of B2B service failure, consequences of B2B service failure, B2B service recovery mechanisms, customer evaluation of service recovery, B2B service recovery consequences, and finally the conditions and variables that intervene in the failure process. and recovery of B2B services was identified. Also, 24 sub-categories and 66 sub-categories were identified. Finally, suggestions for future researches were presented.
Keywords: B2B service failure, service recovery, B2B market, consumer behavior.
Full-Text [PDF 1132 kb]   (342 Downloads)    
Article Type: Systematic Review | Subject: Strategy and Management
Received: 2023/07/29 | Accepted: 2024/04/27 | Published: 2024/06/30
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