His research specialties are service failure and recovery, service quality, service guarantees, and customer satisfaction and dissatisfaction. Among the journals in which he has published is the Journal of Service Research, the Journal of Hospitality and Tourism Research, the Journal of Professional Services Marketing, and the Journal of Marketing Education. Prior to receiving his Ph.D. in marketing from Texas A&M University in 1995 Mike was an executive with May Department Stores for eight years. He received both his BSBA and MBA from The Ohio State University.