Baliga Ashwin J, Chawla Vaibhav, Sunder M Vijaya, Ganesh L S, Sivakumaran Bharadhwaj
Doctoral Student, Marketing, Department of Management Studies, IIT Madras, Chennai, India.
Assistant Professor, Marketing, Department of Management Studies, IIT Madras, Chennai, India.
J Bus Res. 2021 Jul;131:763-781. doi: 10.1016/j.jbusres.2020.09.025. Epub 2020 Oct 8.
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.
现有的关于服务失败与补救的研究主要集中在企业对消费者市场，而针对企业对企业（B2B）市场的研究相对有限且分散。本文的目的是回顾B2B市场中关于这些失败与补救的现有文献，概念化并开发一个形态分析（MA）框架，识别出指向未来研究可能性的研究空白。我们基于对ABDC/ABS/科睿唯安分析列表上114篇论文的文献综述提出了一个MA框架。该MA框架由八个维度和62个变体构建而成，揭示了418个不同的研究空白，作为未来研究机会的上限。本文最后讨论了对未来研究的启示。
