| A typology of retail failures and recoveries SW Kelley, KD Hoffman, MA Davis Journal of retailing 69 (4), 429-452, 1993 | 1541 | 1993 |
| Antecedents to customer expectations for service recovery SW Kelley, MA Davis Journal of the academy of Marketing Science 22 (1), 52-61, 1994 | 1416 | 1994 |
| Customer participation in service production and delivery SW Kelley, JH Donnelly Jr, SJ Skinner Journal of retailing 66 (3), 315, 1990 | 1304 | 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 | 1174 | 1998 |
| Tracking service failures and employee recovery efforts KD Hoffman, SW Kelley, HM Rotalsky Journal of services marketing 9 (2), 49-61, 1995 | 1141 | 1995 |
| Developing customer orientation among service employees SW Kelley Journal of the academy of Marketing Science 20 (1), 27-36, 1992 | 1048 | 1992 |
| Cooperation in supplier-dealer relations SJ Skinner, JB Gassenheimer, SW Kelley Journal of retailing 68 (2), 174-193, 1992 | 619 | 1992 |
| Service recovery attributions and word‐of‐mouth intentions SR Swanson, SW Kelley European Journal of Marketing 35 (1/2), 194-211, 2001 | 532 | 2001 |
| Consumer perceptions of service quality attributes at sporting events SW Kelley, LW Turley Journal of business research 54 (2), 161-166, 2001 | 502 | 2001 |
| Perceived justice needs and recovery evaluation: a contingency approach KD Hoffman, SW Kelley European Journal of marketing 34 (3/4), 418-433, 2000 | 499 | 2000 |
| An investigation of positive affect, prosocial behaviors and service quality SW Kelley, KD Hoffman Journal of retailing 73 (3), 407-427, 1997 | 461 | 1997 |
| Organizational socialization of service customers SW Kelley, SJ Skinner, JH Donnelly Jr Journal of Business Research 25 (3), 197-214, 1992 | 401 | 1992 |
| Typologies of e‐commerce retail failures and recovery strategies LP Forbes, SW Kelley, KD Hoffman Journal of Services Marketing 19 (5), 280-292, 2005 | 313 | 2005 |
| Attributions and outcomes of the service recovery process SR Swanson, SW Kelley Journal of Marketing Theory and Practice 9 (4), 50-65, 2001 | 288 | 2001 |
| A CIT investigation of servicescape failures and associated recovery strategies KD Hoffman, SW Kelley, BC Chung Journal of services marketing 17 (4), 322-340, 2003 | 267 | 2003 |
| Discretion and the service employee SW Kelley Journal of retailing 69 (1), 104-126, 1993 | 247 | 1993 |
| Ethical behavior among marketing researchers: An assessment of selected demographic characteristics SW Kelley, OC Ferrell, SJ Skinner Journal of business Ethics 9, 681-688, 1990 | 241 | 1990 |
| 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 | 211 | 2009 |
| A comparison of advertising content: Business to business versus consumer services LW Turley, SW Kelley Journal of advertising 26 (4), 39-48, 1997 | 201 | 1997 |
| Concepts in service marketing for healthcare professionals CL Corbin, SW Kelley, RW Schwartz The American Journal of Surgery 181 (1), 1-7, 2001 | 198 | 2001 |
