The importance of service recovery in successful relationships with B2B and B2C
INTRODUCTION
This is an analysis of the importance of service recovery in successful relationships with B2B and B2C. This paper will provide for two analyses off the subject matter, one for B2B and the other is for B2C. A conclusion will end this paper taking into the consideration keys points that have been discussed through the paper.
Service recovery is a process wherein consumers have the right to give back the services or products that they have experienced or bought. Service recovery has the aspect of employees complaining, the need to compensate for whatever lost or damages that the consumers suffered. On the other hand, on the side of those in the business there is a need to be more respectful but direct to provide answers for the queries of the client.
However, establishing a strong service recovery requires a lot of effort from the business in order to establish rapport with the clients. The establishment of such effective service recovery entails a lot of efficient strategies.
According to Great Brook (2007), the goal of service recovery is to identify customers with issues and then to address those issues to the customers’ satisfaction to promote customer retention. Hence, any failure to the service recovery means that the company will likewise suffer failure. The need to specifically lay down rules, which are efficient in the implementation of the said service recovery, will enable the company to be more enticing to customers.
B2B
Business to business is the type of conduct of business which two or more companies or organization transact with each other. This is commonly present in the internet. Wherein those business owners have been supplying each other what the other needs in the conduct of their business.
According to A-K (2001), B2B concerns itself primarily with supply chain management. It further stated that these are portals that allow businesses to deal directly with their suppliers and distributors. The amount of products and services bought and sold are numerous and bulk as both businesses establish the certainty that both of them need the existence of the other.
In this type of business transaction there is still the essence of buyer and seller relationship, which would say that this relationship is considered to be as establish if the trust within it is present. Hence, it can be inferred that there is a successful relationship. In relation to service recovery of these successful relationships in B2B, it can be inferred that there is an effective system that both the company has been implementing or it could be probably stipulated on their contracts.
The author perceived that both must have an existing system that will ensure the proper process of the service recovery. This system can be called done thru some application in the internet. Some of the systems offered are easy hence, no difficulty may arise. Difficulty may arise if both the business does not have the same system.
However, the author perceived that in the performance of this service recovery thru the implemented lack of personal communication might exist. Hence, the other party will not hear any other complaints, which will the reason for the latter party to commit the same error. On the other hand, those who would want to seek recovery might doubt the devotion of the other party as to the existence of their relationship.
The last factor is the existence of any stipulation in a contract. The author believes that this the best way why successful relationships in B2B exist. The stipulations in the contract are made of the consent and the meeting of the minds of both the parties. Hence, both parties are given the opportunity to tell, the matters that would want to happen which could lead to compromise.
With the existence of such stipulation, it is assumed that the parties have agreed to that matter and whatever was stipulated is what the parties are intended to happen. In addition, because of the contract both parties will be able to fulfill the contract by the performance of the duties and obligations as provided in the contract.
Furthermore, in the stipulation both parties have elicited that both of them want a successful hence, from the start the establishment of trust is already present. From this, it can be inferred in happening of any service recovery parties will be able to deal with the problem without any prejudice to the rights of both parties.
Lastly, if one party would deny the existence of such agreements, the other party may use other pieces of evidence to establish the fact that there exists an agreement.
B2C
B2C stands for business to customers. On this type of business conduct, direct transactions exist between consumers and business organizations. According to A-K (2001), is concern with the selling of products to end user. These types of business conduct are more interested in passing goods to the end user.
Hence, under this category what is involved are smaller amounts of products or goods as compared to the preceding category. This involves lesser amounts because what is being sold and bought are for single commodity or for individual needs.
Considering such definitions, the successful relationships under this category exist on how the business organization will market its services and products. On the hand, trust is established when the seller believed to the existence of the business. However, in terms of service recovery may seem to be difficult, because there could have been the existence a contract of adhesion.
A contract of adhesion is a ready-made contract prepared by one party, and what is left to do is to sign the contract by the other party, e.g. airline tickets. This type of contract does not give the other party the opportunity to input his own terms but only have to sign to the contract without any chance of changing it.
This type of contract could be the cause of the problem in a B2C service recovery because the buyer was not given any opportunity to define what he intends. In addition, this means that the consumers must abide to the rules and regulations of the business organization. The author only sees the existence such problem. Nevertheless, one thing that can make this successful relationship is that there are business organizations who would allow their customers to air their complaints, and such complaints can be fixed to in relation to the personal necessity of the customer.
CONCLUSION
The author therefore concludes that the existence of a successful relationship to both categories differs to the amount of services and products involve. Hence, service recovery will be successful if both parties have given their consent to the existence of their relationship.
REFERENCES:
Service Recovery Practices, 2007, Great Brook, viewed 3 September 2008, <http://www.greatbrook.com/service_recovery.htm>.
What Is The Difference Between B2B and B2C ?, 2001, A-K Strategic Business Solutions, viewed 3 September 2008, <http://akstrategic.com/b2b-or-b2c.html>.
Credit:ivythesis.typepad.com
0 comments:
Post a Comment