Concepedia

Mary Ann Hocutt

MA

Statistics

Publications

6

Citations

821

H-Index

6

Active since

1997

Affiliations

Samford University(Current)

Rollins College

Mary Ann Hocutt is an author at Samford University specializing in business, marketing, and customer satisfaction.

Publications per year

1997–2006

6

Publications

6

Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship

Mary Ann Hocutt · International Journal of Service Industry Management · 1998 · 273 citations

Business, Marketing, Marketing Management +11

The art of service recovery: fact or fiction?

Mary Ann Hocutt, Michael R. Bowers, D. Todd Donavan · Journal of Services Marketing · 2006 · 214 citations

Business, Marketing, Marketing Management +15

The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery

Mary Ann Hocutt, Goutam Chakraborty, John C. Mowen · ACR North American Advances · 1997 · 108 citations

Business, Marketing, Marketing Management +14

Customer evaluation of service employee's customer orientation: extension and application

D. Todd Donavan, Mary Ann Hocutt · Journal of Quality Management · 2001 · 101 citations

Business, Marketing, Marketing Management +16

The impact of employee empowerment on the quality of a service recovery effort

Mary Ann Hocutt, Thomas H. Stone · Journal of Quality Management · 1998 · 98 citations

Management, Human Resource Management, Organizational Behavior +13

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