Concepedia
Statistics
Publications
12
Citations
6.3K
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 marketing, management, and customer satisfaction.
Top concepts
MarketingManagementCustomer SatisfactionBusinessService QualityConsumer ResearchConsumer BehaviorCustomer ServiceInteractive MarketingOrganizational Behavior
Publications per year
1998–2019
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
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
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