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Scott W. Kelley

31 works· latest 2016· 1 institutionscluster: provisional

h-index30

i1031

Citations7,407

Works here31

Most cited in this library

A typology of retail failures and recoveries1993 · 871 citations
Customer participation in service production and delivery.1990 · 759 citations
Antecedents to Customer Expectations for Service Recovery1994 · 673 citations
The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers1998 · 663 citations
Tracking service failures and employee recovery efforts1995 · 609 citations

Works

31 shown

Retrospective: tracking service failures and employee recovery efforts

Journal of Services Marketing·2016·3 authors

39citations

A STORYTELLING PERSPECTIVE ON ONLINE CUSTOMER REVIEWS REPORTING SERVICE FAILURE AND RECOVERY

Journal of Travel & Tourism Marketing·2009·2 authors

139citations

Half Full or Half Empty

Journal of Service Research·2009·4 authors

62citations

A Social Network Perspective on Sales Force Ethics

Journal of Personal Selling and Sales Management·2007·3 authors

38citations

Typologies of e‐commerce retail failures and recovery strategies

Journal of Services Marketing·2005·3 authors

168citations

The Effect of Content on Perceived Affect of Super Bowl Commercials

Journal of Sport Management·2004·2 authors

52citations

A CIT investigation of servicescape failures and associated recovery strategies

Journal of Services Marketing·2003·3 authors

Pricing retail services

Journal of Business Research·2002·3 authors

73citations

Consumer perceptions of service quality attributes at sporting events

Journal of Business Research·2001·2 authors

448citations

Attributions and Outcomes of the Service Recovery Process

The Journal of Marketing Theory and Practice·2001·2 authors

176citations

Service recovery attributions and word‐of‐mouth intentions

European Journal of Marketing·2001·2 authors

310citations

Perceived justice needs and recovery evaluation: a contingency approach

European Journal of Marketing·2000·2 authors

296citations

The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers

Journal of the Academy of Marketing Science·1998·2 authors

663citations

Tracking service failures and employee recovery efforts

Journal of Services Marketing·1995·3 authors

609citations

An Investigation into the Intentions of Purchasing Executives to Reciprocate Vendor Gifts

Journal of the Academy of Marketing Science·1994·2 authors

55citations

Antecedents to Customer Expectations for Service Recovery

Journal of the Academy of Marketing Science·1994·2 authors

673citations

A typology of retail failures and recoveries

Journal of Retailing·1993·3 authors

871citations

Discretion and the service employee

Journal of Retailing·1993·1 author

127citations

Organizational socialization of service customers

Journal of Business Research·1992·3 authors

213citations

Competitive advantage in retailing

The International Review of Retail Distribution and Consumer Research·1992·2 authors

51citations

Developing Customer Orientation among Service Employees

Journal of the Academy of Marketing Science·1992·1 author

589citations

Ethical Climate, Organizational Commitment, and Indebtedness Among Purchasing Executives

Journal of Personal Selling and Sales Management·1991·2 authors·Open access

63citations

Customer Orientation of Bank Employees and Culture

International Journal of Bank Marketing·1990·1 author

51citations

Customer participation in service production and delivery.

Journal of Retailing·1990·3 authors

759citations

Opportunistic behavior in marketing research organizations

Journal of Business Research·1989·3 authors

34citations

Efficiency in Service Delivery: Technological or Humanistic Approaches?

Journal of Services Marketing·1989·1 author

34citations