| Analyzing service failures and recoveries: a process approach S Michel International journal of service industry management, 2001 | 509 | 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, 54-66, 2008 | 492 | 2008 |
| Service-Logic Innovations: How to Innovate Customers, not Products S Michel, SW Brown, AS Gallan California Management Review 50 (3), 54-66, 2008 | 359 | 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 | 329 | 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 | 287 | 2012 |
| Three outcomes of service recovery: customer recovery, process recovery and employee recovery R Johnston, S Michel International Journal of Operations & Production Management, 2008 | 278 | 2008 |
| The service recovery paradox: true but overrated? S Michel, ML Meuter International Journal of service industry management, 2008 | 247 | 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 | 169 | 2008 |
| Consequences of perceived acceptability of a bank's service failures S Michel Journal of Financial Services Marketing 8, 367-377, 2004 | 88 | 2004 |
| Capture More Value. Innovation isn't worth much if you don't get paid for it. S Michel Harvard Business Review, 78-85, 2014 | 64* | 2014 |
| Prosuming-Marketing S Michel Konzeption und Anwendung. Bern/Stuttgart/Wien, 1997 | 50 | 1997 |
| 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 | 47 | 2017 |
| Qualitätsunterschiede zwischen Dienstleistungen und Eigenleistungen (Prosuming) als Herausforderung für Dienstleister S Michel Dienstleistungsqualität: Konzepte—Methoden—Erfahrungen, 71-86, 2000 | 44 | 2000 |
| Exploring the service recovery paradox S Michel Proceedings of AMA Summer Educators’ Conference, 2002 | 34 | 2002 |
| 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 | 33 | 2009 |
| Prosuming-Marketing: Konzeption und Anwendung S Michel Haupt, 1997 | 33 | 1997 |
| Marketing: eine praxisorientierte Einführung mit zahlreichen Beispielen S Michel, KO Michel Compendio Bildungsmedien AG, 2011 | 25 | 2011 |
| Marketingkonzept: Grundlagen mit zahlreichen Beispielen, Repetitionsfragen mit Lösungen und Glossar S Michel Compendio Bildungsmedien AG, 2012 | 24* | 2012 |
| Implementierungshürden des Value Based Pricing S Michel, P Pfäffli Marketing review St. gallen 26, 26-31, 2009 | 18 | 2009 |
| The Guaranty Trust Bank of Nigeria: From niche positioning to mass‐market branding S Maklan, S Knox, S Michel Thunderbird international business review 51 (4), 385-401, 2009 | 14 | 2009 |
Andrew S. GallanAsst. Professor of Marketing, Florida Atlantic UniversityVerified email at fau.edu
