... model of the SRP, which can be refined by future research. Supply chain disruption Service failure Service recovery Case study research Inter-firm relationships Service recovery paradox Stephan M. Wagner can be contacted at: stwagner@ethz.ch Being intangible, inseparable...

.../methodology/approach The approach takes the form of a conceptual analysis of new developments in marketing through network theory and case study research. Findings Recent theory points to a network and systems approach to marketing and to changing roles between suppliers and customers. Both many‐to‐many...