Concepedia

Amy Smith

AS

12

Publications

6.3K

Citations

11

H-Index

1998

Active since

Affiliations

George Washington University(Current)

University of Maryland, College Park

University of Oklahoma

Shenandoah University

The University of Queensland

Amy Smith is an author at George Washington University specializing in marketing, management, and customer satisfaction.

Top concepts

MarketingManagementCustomer SatisfactionBusinessService QualityConsumer ResearchConsumer BehaviorCustomer ServiceInteractive MarketingOrganizational Behavior

Publications per year

1998–2019

12

Publications

12

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Amy Smith, Ruth N. Bolton, Janet Wagner · Journal of Marketing Research · 1999 · 2.1K citations

Customer satisfaction and loyalty in online and offline environments

Venkatesh Shankar, Amy Smith, Arvind Rangaswamy · International Journal of Research in Marketing · 2003 · 1.5K citations

Customer Satisfaction, Online Customer Behavior, Service Quality +6

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Amy Smith, Ruth N. Bolton, Janet Wagner · Journal of Marketing Research · 1999 · 1.4K citations

Customer Experience, Customer Satisfaction, Services Management +20

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

Amy Smith, Ruth N. Bolton · Journal of Service Research · 1998 · 789 citations

Customer Satisfaction, Customer Reactions, Behavioral Decision Making +16

Customer Rage Episodes: Emotions, Expressions and Behaviors

Janet R. McColl‐Kennedy, Paul G. Patterson, Amy Smith et al. · Journal of Retailing · 2009 · 273 citations

Marketing, Customer Satisfaction, Customer Experience +9

Rows per page

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