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Scott W. Kelley
Scott W. Kelley
Verified email at uky.edu
Title
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Cited by
Year
A typology of retail failures and recoveries
SW Kelley, KD Hoffman, MA Davis
Journal of retailing 69 (4), 429-452, 1993
15321993
Antecedents to customer expectations for service recovery
SW Kelley, MA Davis
Journal of the academy of Marketing Science 22 (1), 52-61, 1994
14061994
Customer participation in service production and delivery
SW Kelley, JH Donnelly Jr, SJ Skinner
Journal of retailing 66 (3), 315, 1990
12991990
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
11701998
Tracking service failures and employee recovery efforts
KD Hoffman, SW Kelley, HM Rotalsky
Journal of services marketing 9 (2), 49-61, 1995
11371995
Developing customer orientation among service employees
SW Kelley
Journal of the academy of Marketing Science 20 (1), 27-36, 1992
10441992
Cooperation in supplier-dealer relations
SJ Skinner, JB Gassenheimer, SW Kelley
Journal of retailing 68 (2), 174-193, 1992
6181992
Service recovery attributions and word‐of‐mouth intentions
SR Swanson, SW Kelley
European Journal of Marketing 35 (1/2), 194-211, 2001
5322001
Consumer perceptions of service quality attributes at sporting events
SW Kelley, LW Turley
Journal of business research 54 (2), 161-166, 2001
4992001
Perceived justice needs and recovery evaluation: a contingency approach
KD Hoffman, SW Kelley
European Journal of marketing 34 (3/4), 418-433, 2000
4952000
An investigation of positive affect, prosocial behaviors and service quality
SW Kelley, KD Hoffman
Journal of retailing 73 (3), 407-427, 1997
4591997
Organizational socialization of service customers
SW Kelley, SJ Skinner, JH Donnelly Jr
Journal of Business Research 25 (3), 197-214, 1992
4001992
Typologies of e‐commerce retail failures and recovery strategies
LP Forbes, SW Kelley, KD Hoffman
Journal of Services Marketing 19 (5), 280-292, 2005
3122005
Attributions and outcomes of the service recovery process
SR Swanson, SW Kelley
Journal of Marketing Theory and Practice 9 (4), 50-65, 2001
2862001
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
2672003
Discretion and the service employee
SW Kelley
Journal of retailing 69 (1), 104-126, 1993
2461993
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
2411990
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
2092009
A comparison of advertising content: Business to business versus consumer services
LW Turley, SW Kelley
Journal of advertising 26 (4), 39-48, 1997
2011997
Concepts in service marketing for healthcare professionals
CL Corbin, SW Kelley, RW Schwartz
The American Journal of Surgery 181 (1), 1-7, 2001
1962001
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