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Retrospective: tracking service failures and employee recovery efforts

The Journal of services marketing, 2016-02, Vol.30 (1), p.7-10

2016

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Retrospective: efficiency in service delivery: technological or humanistic approaches?

The Journal of services marketing, 2016-01, Vol.30 (2), p.133-135

Kelley, Scott W

2016

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A typology of retail failures and recoveries

Journal of retailing, 1993-12, Vol.69 (4), p.429-452

1993

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A sixteen‐year single‐center retrospective chart review of Spitz nevi and spitzoid neoplasms in pediatric patients

Pediatric dermatology, 2020-11, Vol.37 (6), p.1073-1082

2020

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Tracking service failures and employee recovery efforts

The Journal of services marketing, 1995-05, Vol.9 (2), p.49-61

1995

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

Journal of travel & tourism marketing, 2009-01, Vol.26 (2), p.169-179

2009

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Consumer perceptions of service quality attributes at sporting events

Journal of business research, 2001-11, Vol.54 (2), p.161-166

2001

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A Comparison of Advertising Content: Business to Business versus Consumer Services

Journal of advertising, 1997-12, Vol.26 (4), p.39-48

1997

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

Journal of the Academy of Marketing Science, 1998-04, Vol.26 (2), p.128-142

1998

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Developing customer orientation among service employees

Journal of the Academy of Marketing Science, 1992-12, Vol.20 (1), p.27-36

Kelley, Scott W

1992

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Half Full or Half Empty: The Role of Optimism in Boundary-Spanning Positions

Journal of service research : JSR, 2009-02, Vol.11 (3), p.295-309

2009

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Developing Sustainable Strategies: Foundations, Method, and Pedagogy

Journal of business ethics, 2014-09, Vol.123 (4), p.631-644

2014

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Typologies of e-commerce retail failures and recovery strategies

The Journal of services marketing, 2005-08, Vol.19 (5), p.280-292

2005

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Antecedents to Customer Expectations for Service Recovery

Journal of the Academy of Marketing Science, 1994-01, Vol.22 (1), p.52-61

1994

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A Broader View of Marketing: Implications for Surgeons

Surgical innovation, 2004-12, Vol.11 (4), p.281-288

2004

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A CIT investigation of servicescape failures and associated recovery strategies

The Journal of services marketing, 2003-07, Vol.17 (4), p.322-340

2003

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Pricing retail services

Journal of business research, 2002-12, Vol.55 (12), p.1015-1023

2002

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A Social Network Perspective on Sales Force Ethics

The Journal of personal selling & sales management, 2007-09, Vol.27 (4), p.341-353

2007

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Transforming sales organizations through appreciative inquiry

Psychology & marketing, 2006-02, Vol.23 (2), p.77-93

2006

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Concepts in service marketing for healthcare professionals

The American journal of surgery, 2001, Vol.181 (1), p.1-7

2001

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Discretion and the service employee

Journal of retailing, 1993-04, Vol.69 (1), p.104-126

Kelley, Scott W.

1993

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Organizational determinants of service employees' exercise of routine, creative, and deviant discretion

Journal of retailing, 1996-06, Vol.72 (2), p.135-157

1996

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A Marketing-Oriented Perspective on Physician Selection

Surgical innovation, 2005-12, Vol.12 (4), p.357-363

2005

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Axillary sentinel lymph node examination in breast carcinoma

Archives of pathology & laboratory medicine (1976), 1999-06, Vol.123 (6), p.533-535

1999

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Organizational socialization of service customers

Journal of business research, 1992-11, Vol.25 (3), p.197-214

1992

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Retrospective: tracking service failures and employee recovery efforts

Retrospective: efficiency in service delivery: technological or humanistic approaches?

A typology of retail failures and recoveries

A sixteen‐year single‐center retrospective chart review of Spitz nevi and spitzoid neoplasms in pediatric patients

Tracking service failures and employee recovery efforts

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

Consumer perceptions of service quality attributes at sporting events

A Comparison of Advertising Content: Business to Business versus Consumer Services

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

Developing customer orientation among service employees

Half Full or Half Empty: The Role of Optimism in Boundary-Spanning Positions

Developing Sustainable Strategies: Foundations, Method, and Pedagogy

Typologies of e-commerce retail failures and recovery strategies

Antecedents to Customer Expectations for Service Recovery

A Broader View of Marketing: Implications for Surgeons

A CIT investigation of servicescape failures and associated recovery strategies

Pricing retail services

A Social Network Perspective on Sales Force Ethics

Transforming sales organizations through appreciative inquiry

Concepts in service marketing for healthcare professionals

Discretion and the service employee

Organizational determinants of service employees' exercise of routine, creative, and deviant discretion

A Marketing-Oriented Perspective on Physician Selection

Axillary sentinel lymph node examination in breast carcinoma

Organizational socialization of service customers

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