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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
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Three outcomes of service recovery: Customer recovery, process recovery and employee recovery
Johnston, Robert; Michel, Stefan - In: International journal of operations & production … 28 (2008) 1-2, pp. 79-105
Persistent link: https://www.econbiz.de/10007979164
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Review of new compendia of social statistics and social indicators in five Western countries
Johnston, Robert - In: Social science information 15 (1976) 2/3, pp. 349-370
Persistent link: https://www.econbiz.de/10003164293
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Student culture and student power
Johnston, Robert - In: Power and authority, (pp. 85-97). 1971
Persistent link: https://www.econbiz.de/10003164298
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The Guaranty Trust Bank of Nigeria: From niche positioning to mass-market branding
Maklan, Stan; Knox, Simon; Michel, Stefan - In: Thunderbird international business review 51 (2009) 4, pp. 385-402
Persistent link: https://www.econbiz.de/10008270001
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Die praktische Relevanz individualisierbarer Massengüter aus Sicht der Nachfrage
Kreuzer, Michael; Kühn, Richard; Michel, Stefan - In: Die Betriebswirtschaft : DBW 67 (2007) 4, pp. 399-417
Persistent link: https://www.econbiz.de/10007765212
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Reconfiguration of the conceptual landscape: a tribute to the service logic of Richard Normann
Michel, Stefan; Vargo, Stephen L.; Lusch, Robert F. - In: Journal of the Academy of Marketing Science 36 (2008) 1, pp. 152
Persistent link: https://www.econbiz.de/10007908089
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An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
Michel, Stefan; Brown, Stephen W.; Gallan, Andrew S. - In: Journal of the Academy of Marketing Science 36 (2008) 1, pp. 54-66
Persistent link: https://www.econbiz.de/10007908096
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TRENDS - Die Vorteile schnellen Scheiterns - Diversifikation: Was McDonald's aus seinem missglückten Ausflug in die Hotellerie lernte.
Michel, Stefan - In: Harvard-Business-Manager : das Wissen der Besten 29 (2007) 11, pp. 18-21
Persistent link: https://www.econbiz.de/10007877676
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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