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Ronald L. Hess · Study

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Ronald L. Hess

8 works· latest 2021· 1 institutionscluster: provisional

h-index8

i108

Citations1,756

Works here8

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Most cited in this library

Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction2003 · 956 citations
The impact of firm reputation and failure severity on customers' responses to service failures2008 · 212 citations
The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes2007 · 186 citations
Omnichannel-based promotions’ effects on purchase behavior and brand image2017 · 122 citations
Interactional service failures in a pseudorelationship: The role of organizational attributions2006 · 118 citations

Works

8 shown

Omnichannel promotions and their effect on customer satisfaction

European Journal of Marketing·2021·2 authors·Open access

40citations

Omnichannel-based promotions’ effects on purchase behavior and brand image

Journal of Retailing and Consumer Services·2017·2 authors

122citations

Can I Help You? Employee Prosocial Rule Breaking as a Response to Organizational Mistreatment of Customers

Research in occupational stress and well being·2015·3 authors·chapter·Open access

24citations

The impact of firm reputation and failure severity on customers' responses to service failures

Journal of Services Marketing·2008·1 author

212citations

The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes

Organizational Behavior and Human Decision Processes·2007·3 authors·Open access

186citations

Interactional service failures in a pseudorelationship: The role of organizational attributions

Journal of Retailing·2006·3 authors

118citations

Geographic information systems as a marketing information system technology

Decision Support Systems·2003·3 authors·Open access

98citations

Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Journal of the Academy of Marketing Science·2003·3 authors

956citations