Stefan Michel
Stefan Michel
Professor of Marketing and Service Management, IMD
Verified email at - Homepage
TitleCited byYear
Analyzing service failures and recoveries: a process approach
S Michel
International journal of service industry management 12 (1), 20-33, 2001
An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
S Michel, SW Brown, AS Gallan
Journal of the academy of marketing science 36 (1), 54-66, 2008
Service-Logic Innovations: How to Innovate Customers, not Products
S Michel, SW Brown, AS Gallan
California Management Review 50 (3), 54-66, 2008
Why service recovery fails: Tensions among customer, employee, and process perspectives
S Michel, D Bowen, R Johnston
Journal of Service Management 20 (3), 253-273, 2009
Shaping, organizing, and rethinking service innovation: a multidimensional framework
L Rubalcaba, S Michel, J Sundbo, SW Brown, J Reynoso
Journal of Service Management 23 (5), 696-715, 2012
Three outcomes of service recovery: customer recovery, process recovery and employee recovery
R Johnston, S Michel
International Journal of Operations & Production Management 28 (1), 79-99, 2008
The service recovery paradox: true but overrated?
S Michel, ML Meuter
International Journal of Service Industry Management 19 (4), 441-457, 2008
Reconfiguration of the conceptual landscape: a tribute to the service logic of Richard Normann
S Michel, SL Vargo, RF Lusch
Journal of the Academy of Marketing Science 36 (1), 152-155, 2008
Consequences of perceived acceptability of a bank's service failures
S Michel
Journal of Financial Services Marketing 8 (4), 367-377, 2004
S Michel
Konzeption und Anwendung. Bern: Haupt, 1997
Qualitätsunterschiede zwischen Dienstleistungen und Eigenleistungen (Prosuming) als Herausforderung für Dienstleister
S Michel
Dienstleistungsqualität, 71-86, 2000
Capture More Value. Innovation isn't worth much if you don't get paid for it.
S Michel
Harvard Business Review, 78-85, 2014
Prosuming-Marketing: Konzeption und Anwendung
S Michel
Haupt, 1997
Exploring the service recovery paradox
S Michel
American Marketing Association 13, 75-82, 2002
Marketing: eine praxisorientierte Einführung mit zahlreichen Beispielen
S Michel, KO Michel
Compendio Bildungsmedien AG, 2011
Mass-customised products: are they bought for uniqueness or to overcome problems with standard products?
S Michel, M Kreuzer, A Stringfellow, JH Schumann
Journal of customer behaviour 8 (4), 307-327, 2009
Marketingkonzept: Grundlagen mit zahlreichen Beispielen, Repetitionsfragen mit Lösungen und Glossar
S Michel
Compendio Bildungsmedien AG, 2012
Implementierungshürden des Value Based Pricing
S Michel, P Pfäffli
Marketing review St. gallen 26 (5), 26-31, 2009
Beschaffung von Dienstleistungen
S Michel
Handbuch Beschaffung. Carl Hanser: München Wien, 525-536, 2003
Identifying the right solution customers: A managerial methodology
K Windler, U Jüttner, S Michel, S Maklan, EK Macdonald
Industrial Marketing Management 60, 173-186, 2017
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