Concepedia

Scott W. Kelley

SW

36

Publications

7.3K

Citations

32

H-Index

1989

Active since

Affiliations

University of Kentucky(Current)

Western Kentucky University

Clemson University

Medical College of Wisconsin

East Carolina University

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

Top concepts

MarketingManagementBusinessCustomer SatisfactionConsumer ResearchService QualityOrganizational BehaviorHuman ResourcesConsumer BehaviorCustomer Service

Publications per year

1989–2020

36

Publications

36

A typology of retail failures and recoveries

Scott W. Kelley, Mark A. Davis · Journal of Retailing · 1993 · 866 citations

Customer Satisfaction, Service Recovery, Consumer Research +5

Customer participation in service production and delivery.

Scott W. Kelley, James H. Donnelly, Steven J. Skinner · Journal of Retailing · 1990 · 761 citations

Customer Satisfaction, Service Interaction, Customer Participation +3

Antecedents to Customer Expectations for Service Recovery

Scott W. Kelley, Mark A. Davis · Journal of the Academy of Marketing Science · 1994 · 666 citations

Customer Satisfaction, Customer Expectations, Service Quality +6

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 · 1998 · 658 citations

Relationship Marketing, Customer Satisfaction, Supplier Relationship +8

Tracking service failures and employee recovery efforts

Scott W. Kelley, Holly M. Rotalsky · Journal of Services Marketing · 1995 · 604 citations

Customer Satisfaction, It Disaster Recovery, Human Resource Management +17

Rows per page

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