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Journal Articles

Shaping, organizing, and rethinking service innovation: a multidimensional framework

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Luis Rubalcaba, Stefan Michel, Jon Sundbo, Stephen W. Brown, Javier Reynoso
Journal: Journal of Service Management
Journal of Service Management (2012) 23 (5): 696–715.
https://doi.org/10.1108/09564231211269847
Published: 05 October 2012
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Journal Articles

Why service recovery fails: Tensions among customer, employee, and process perspectives

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Stefan Michel, David Bowen, Robert Johnston
Journal: Journal of Service Management
Journal of Service Management (2009) 20 (3): 253–273.
https://doi.org/10.1108/09564230910964381
Published: 19 June 2009
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Journal Articles

The service recovery paradox: true but overrated?

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Stefan Michel, Matthew L. Meuter
Journal: Journal of Service Management
International Journal of Service Industry Management (2008) 19 (4): 441–457.
https://doi.org/10.1108/09564230810891897
Published: 08 August 2008
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Journal Articles

Analyzing service failures and recoveries: a process approach

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Stefan Michel
Journal: Journal of Service Management
International Journal of Service Industry Management (2001) 12 (1): 20–33.
https://doi.org/10.1108/09564230110382754
Published: 01 March 2001
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