Concepedia

Amy Smith

AS

Statistics

Publications

12

Citations

6.4K

H-Index

11

Active since

1998

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 consumer behavior, business, and customer satisfaction.

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

Business, Marketing, Organizational Behavior +12

Customer satisfaction and loyalty in online and offline environments

Venkatesh Shankar, Amy Smith, Arvind Rangaswamy · International Journal of Research in Marketing · 2003 · 1.6K citations

Business, Marketing, Marketing Management +14

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

Business, Marketing, Organizational Behavior +12

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

Amy Smith, Ruth N. Bolton · Journal of Service Research · 1998 · 795 citations

Business, Psychology, Social Psychology +15

Customer Rage Episodes: Emotions, Expressions and Behaviors

Janet R. McColl‐Kennedy, Paul G. Patterson, Amy Smith et al. · Journal of Retailing · 2009 · 277 citations

Business, Marketing, Psychology +12

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