توسعه چارچوب شکست و بازیابی خدمات در بازار صنعتی با استفاده از رویکرد مرور نظام‌مند ادبیات

نوع مقاله : مروری سیستماتیک

نویسندگان
1 دانشجوی دکتری مدیریت بازرگانی، گروه مدیریت بازرگانی، دانشکده مدیریت، دانشگاه تهران (پردیس بین‌المللی کیش)، کیش، ایران.
2 استاد، گروه مدیریت بازرگانی، دانشکدگان مدیریت، دانشکده مدیریت کسب‌وکار، دانشگاه تهران، تهران، ایران.
3 دانشیار، گروه مدیریت بازرگانی، دانشکده اقتصاد، مدیریت و علوم اجتماعی، دانشگاه شیراز، شیراز، ایران.
چکیده
شکست خدمات جزئی جدایی‌ناپذیر از ارائه خدمات است و بدون ‌شک برای هر کسب‌وکاری به‌دفعات زیادی رخ خواهد داد. شکست خدمات در بازارهای صنعتی صدمات جبران‌ناپذیری را به کسب‌وکارها وارد می‌کند که برای جلوگیری از این صدمات شناسایی شکست خدمات و بازیابی مناسب خدمات برای هر کسب‌وکاری ضروری است. ازاین‌رو هدف اصلی این پژوهش چارچوبی برای شکست و بازیابی خدمات در بازار صنعتی با توجه به ادبیات این حوزه می‌باشد. روش این پژوهش از نوع کیفی و با استفاده از رویکرد مرور نظام‌مند است. در این پژوهش 370 مقاله بررسی و در نهایت بعد از چند مرحله غربالگری 35 مقاله برای تحلیل نهایی انتخاب و ارزیابی شد. یافته‌های این پژوهش هفت موضوع اصلی شامل زمینه شکست خدمات صنعتی، انواع شکست خدمات صنعتی، پیامدهای شکست خدمات صنعتی، سازوکار‌های بازیابی خدمات صنعتی، ارزیابی مشتری از بازیابی خدمات، پیامدهای بازیابی خدمات صنعتی و در نهایت شرایط و متغیرهای مداخله‌گر در فرایند شکست و بازیابی خدمات صنعتی شناسایی شد. همچنین 24 مقوله فرعی و 66 زیر‌مقوله شناسایی شد. همچنین در نهایت پیشنهاد‌هایی برای پژوهش‌های آینده ارائه شد.
کلیدواژه‌ها

موضوعات


عنوان مقاله English

Development of a Framework for Service Failure and Recovery in a B2B Market Using a Systematic Literature Review Approach

نویسندگان English

parviz kashfi 1
Tahmours Hasangholi pouryasouri3 2
Abolghasem Ebrahimi 3
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.
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.
چکیده English

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.

کلیدواژه‌ها English

B2B service failure
service recovery
B2B market
Consumer Behavior
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