Concepedia

Stefan Michel

SM

37

Publications

2.1K

Citations

23

H-Index

1988

Active since

Affiliations

FHNW University of Applied Sciences and Arts(Current)

Banner Thunderbird Medical Center

University of Zurich

Arizona State University

International Union for Conservation of Nature

Stefan Michel is an author at FHNW University of Applied Sciences and Arts specializing in engineering, management, and business.

Top concepts

EngineeringRadiologyBusinessManagementImage AnalysisComputer VisionMarketingHealthMachine VisionEye Tracking

Publications per year

1988–2023

37

Publications

37

Analyzing service failures and recoveries: a process approach

Stefan Michel · International Journal of Service Industry Management · 2001 · 286 citations

Software Maintenance, Customer Satisfaction, Customer Experience +20

Why service recovery fails

Stefan Michel, David E. Bowen, Robert B. Johnston · Journal of service management · 2009 · 224 citations

Customer Satisfaction, Services Management, Human Resource Management +17

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

Luis Rubalcaba, Stefan Michel, Jon Sundbo et al. · Journal of service management · 2012 · 194 citations · Full text

Service Innovation, Innovation Adoption, Services Management +20

Three outcomes of service recovery

Robert B. Johnston, Stefan Michel · International Journal of Operations & Production Management · 2008 · 174 citations

Customer Satisfaction, Service Recovery Procedures, Service Quality +13

The service recovery paradox: true but overrated?

Stefan Michel, Matthew L. Meuter · International Journal of Service Industry Management · 2008 · 141 citations

Customer Satisfaction, Services Management, Consumer Research +16

Rows per page

1–5 of 37