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Service Failure and Recovery in B2B Markets – A Morphological Analysis
, Ashwin J. Baliga, Vijaya Sunder M, Bharadhwaj Sivakumaran,
Published in Elsevier Inc.
Volume: 131
Pages: 763 - 781
The existing body of research on service failures and recoveries primarily deals with business-to-consumer markets, with relatively limited and scattered research on business-to-business (B2B) markets. The purpose of this paper is to review the existing literature on these failures and recoveries in B2B markets, conceptualize and develop a morphological analysis (MA) framework, and identify research gaps that point to future research possibilities. We present an MA framework based on a literature review of 114 papers on the ABDC/ABS/ Clarivate Analytics list. The MA framework, constructed with eight dimensions and 62 variants, reveals 418 distinct research gaps as an upper bound of opportunities for future research. The paper concludes by discussing the implications for future research. © 2020 Elsevier Inc.
About the journal
JournalData powered by TypesetJournal of Business Research
PublisherData powered by TypesetElsevier Inc.
Open AccessNo