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Stefan Michel

Stefan Michel

International Institute for Management Development - Lozan / Switzerland
Business & Management / Marketing
AD Scientific Index ID: 1093188
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person_outline Stefan Michel's MOST POPULAR ARTICLES
1-) Analyzing service failures and recoveries: a process approach International journal of service industry management 12 (1), 20-33, 2001
2-) An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic Journal of the academy of marketing science 36 (1), 54-66, 2008
3-) Why service recovery fails: Tensions among customer, employee, and process perspectives Journal of service management 20 (3), 253-273, 2009
4-) Service-Logic Innovations: How to Innovate Customers, not Products California Management Review 50 (3), 54-66, 2008
5-) Shaping, organizing, and rethinking service innovation: a multidimensional framework Journal of Service Management 23 (5), 696-715, 2012