Hübner, Denis; Wagner, Stephan M.; Kurpjuweit, Stefan - In: Journal of Business & Industrial Marketing 33 (2018) 3, pp. 291-302
Purpose: This study aims to explore the service recovery paradox (SRP) in business to business (B2B) relationships. Previously, this phenomenon has been identified in consumer-facing industries. The research advances the marketing literature by highlighting the ways in which the antecedents of...