Conference paper
Servitization and service recovery: Can you be too close for comfort?
Department of Management Engineering, Technical University of Denmark1
Production and Service Management, Department of Management Engineering, Technical University of Denmark2
Engineering Systems Group, Production and Service Management, Department of Management Engineering, Technical University of Denmark3
University of Bath4
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.
| Language: | English |
|---|---|
| Publisher: | European Operations Management Association |
| Year: | 2015 |
| Proceedings: | 22nd EurOMA Conference |
| Types: | Conference paper |
| ORCIDs: | Kreye, Melanie |
