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Shaping, organizing, and rethinking service innovation : a multidimensional framework
Rubalcaba-Bermejo, Luis; Michel, Stefan; Sundbo, Jon; … - In: Journal of service management 23 (2012) 5, pp. 696-715
Persistent link: https://www.econbiz.de/10009666540
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Why service recovery fails: Tensions among customer, employee, and process perspectives
Michel, Stefan; Bowen, David; Johnston, Robert - In: Journal of service management 20 (2009) 3/4, pp. 253-273
Persistent link: https://www.econbiz.de/10008374474
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Why service recovery fails: Tensions among customer, employee, and process perspectives
Michel, Stefan; Bowen, David; Johnston, Robert - In: Journal of service management 20 (2009) 3, pp. 253-273
Persistent link: https://www.econbiz.de/10008374516
Cover Image
Shaping, organizing, and rethinking service innovation: a multidimensional framework
Rubalcaba, Luis; Michel, Stefan; Sundbo, Jon; Brown, … - In: Journal of service management 23 (2012) 5, pp. 696-716
Persistent link: https://www.econbiz.de/10010026072