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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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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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Solution readiness : a guiding framework for supplier firms
Jüttner, Uta; Windler, Katharina; Michel, Stefan; … - In: Marketing Review St. Gallen : die neue … 30 (2013) 4, pp. 52-62
Persistent link: https://www.econbiz.de/10010184200
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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
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Analyzing service failures and recoveries: A process approach
Michel, Stefan - In: International journal of service industry management : IJSIM 12 (2001) 1, pp. 20-33
Persistent link: https://www.econbiz.de/10007114627
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The service recovery paradox: true but overrated?
Michel, Stefan; Meuter, Matthew L. - In: International journal of service industry management : IJSIM 19 (2008) 4, pp. 441-457
Persistent link: https://www.econbiz.de/10008089728