Scott W. Kelley - Concepedia

Author

Scott W. Kelley

University of Kentucky

Also Known As

S. W. Kelley, Scott Kelley, Scott W Kelley, Scott W. Kelley

Publications

7.5K

Citations

H-Index

100

Concepts

All Affiliations

University of Kentucky Western Kentucky University Clemson University Medical College of Wisconsin East Carolina University

About

Scott W. Kelley is an author at University of Kentucky specializing in marketing, management, and business.

Top Concepts

#	Concept	H-Index	Publications	Citations
1	Management	26	29	5.5K
2	Business	23	26	5.7K
3	Arts	1	1	50
4	Engineering	1	1	149
5	Law	1	1	294

Scott W. Kelley

Publications

7.3K

Citations

H-Index

Page 1

	Year	Citations
A typology of retail failures and recoveries Scott W. Kelley, Mark A. Davis Journal of Retailing Customer SatisfactionService RecoveryConsumer ResearchBusinessSustainable Retailing	1993	866
Customer participation in service production and delivery. Scott W. Kelley, James H. Donnelly, Steven J. Skinner Journal of Retailing Customer SatisfactionService InteractionCustomer ParticipationCustomer InvolvementMarketing	1990	761
Antecedents to Customer Expectations for Service Recovery Scott W. Kelley, Mark A. Davis Journal of the Academy of Marketing Science Customer SatisfactionCustomer ExpectationsService QualityService RecoveryService Research	1994	666
The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers M. J. Dorsch, S. R. Swanson, Scott W. Kelley Journal of the Academy of Marketing Science Relationship MarketingCustomer SatisfactionSupplier RelationshipService QualityManagement	1998	658
Tracking service failures and employee recovery efforts Scott W. Kelley, Holly M. Rotalsky Journal of Services Marketing Customer SatisfactionIt Disaster RecoveryHuman Resource ManagementCritical Incident TechniqueService Quality	1995	604
Developing customer orientation among service employees Scott W. Kelley Journal of the Academy of Marketing Science Customer SatisfactionService ResearchManagementBusinessService Interaction	1992	565
Consumer perceptions of service quality attributes at sporting events Scott W. Kelley, L. W. Turley Journal of Business Research Customer SatisfactionService QualityManagementConsumer ResearchBusiness	2001	439
Service recovery attributions and word‐of‐mouth intentions Scott R. Swanson, Scott W. Kelley European Journal of Marketing Customer SatisfactionConsumer ResearchSocial InfluenceCommunicationSocial Network	2001	305
Perceived justice needs and recovery evaluation: a contingency approach Scott W. Kelley European Journal of Marketing Customer SatisfactionRelative ImportanceConsumer ResearchLawPsychology	2000	294
Organizational socialization of service customers Scott W. Kelley, Steven J. Skinner, James H. Donnelly Journal of Business Research Customer SatisfactionOrganizational CommunicationService ResearchService StudyManagement	1992	215

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