Concepedia
Statistics
Publications
37
Citations
2.1K
H-Index
23
Active since
1988
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
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
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