Scott W. Kelley
Scott W. Kelley
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A typology of retail failures and recoveries
SW Kelley, KD Hoffman, MA Davis
Journal of retailing 69 (4), 429, 1993
Antecedents to customer expectations for service recovery
SW Kelley, MA Davis
Journal of the academy of Marketing Science 22 (1), 52-61, 1994
Customer participation in service production and delivery
SW Kelley, JH Donnelly Jr, SJ Skinner
Journal of retailing 66 (3), 315, 1990
The role of relationship quality in the stratification of vendors as perceived by customers
MJ Dorsch, SR Swanson, SW Kelley
Journal of the Academy of marketing Science 26 (2), 128-142, 1998
Tracking service failures and employee recovery efforts
KD Hoffman, SW Kelley, HM Rotalsky
Journal of services marketing, 1995
Developing customer orientation among service employees
SW Kelley
Journal of the academy of Marketing Science 20 (1), 27-36, 1992
Cooperation in supplier-dealer relations
SJ Skinner, JB Gassenheimer, SW Kelley
Journal of retailing 68 (2), 174-193, 1992
Service recovery attributions and word‐of‐mouth intentions
SR Swanson, SW Kelley
European Journal of Marketing, 2001
Perceived justice needs and recovery evaluation: a contingency approach
KD Hoffman, SW Kelley
European Journal of marketing, 2000
An investigation of positive affect, prosocial behaviors and service quality
SW Kelley, KD Hoffman
Journal of retailing 73 (3), 407-427, 1997
Consumer perceptions of service quality attributes at sporting events
SW Kelley, LW Turley
Journal of Business Research 54 (2), 161-166, 2001
Organizational socialization of service customers
SW Kelley, SJ Skinner, JH Donnelly Jr
Journal of Business Research 25 (3), 197-214, 1992
Attributions and outcomes of the service recovery process
SR Swanson, SW Kelley
Journal of Marketing Theory and Practice 9 (4), 50-65, 2001
Typologies of e‐commerce retail failures and recovery strategies
S Baron, K Harris, D Elliott, LP Forbes, SW Kelley, KD Hoffman
Journal of Services Marketing, 2005
Ethical behavior among marketing researchers: An assessment of selected demographic characteristics
SW Kelley, OC Ferrell, SJ Skinner
Journal of business Ethics 9 (8), 681-688, 1990
Discretion and the service employee
SW Kelley
Journal of retailing 69 (1), 104-126, 1993
A CIT investigation of servicescape failures and associated recovery strategies
KD Hoffman, SW Kelley, BC Chung
Journal of Services Marketing, 2003
A comparison of advertising content: Business to business versus consumer services
LW Turley, SW Kelley
Journal of advertising 26 (4), 39-48, 1997
A storytelling perspective on online customer reviews reporting service failure and recovery
HG Black, SW Kelley
Journal of Travel & Tourism Marketing 26 (2), 169-179, 2009
Concepts in service marketing for healthcare professionals
CL Corbin, SW Kelley, RW Schwartz
The American Journal of Surgery 181 (1), 1-7, 2001
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