Concepedia

Michael A. McCollough

MA

12

Publications

1.7K

Citations

11

H-Index

1999

Active since

Affiliations

University of Idaho(Current)

Bowling Green State University

Michael A. McCollough is an author at University of Idaho specializing in management, service quality, and business.

Top concepts

ManagementBusinessMarketingService QualityEducationHigher EducationCustomer SatisfactionCustomer ServiceTotal Quality ManagementTeaching

Publications per year

1999–2016

12

Publications

12

An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

Michael A. McCollough, Leonard L. Berry, Manjit S. Yadav · Journal of Service Research · 2000 · 1K citations

Total Quality Management, Customer Satisfaction, Service Failure +15

The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

Michael A. McCollough · Journal of Hospitality & Tourism Research · 2000 · 131 citations

Total Quality Management, Customer Satisfaction, Service Quality Attitudes +14

Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers

Michael A. McCollough, Dwayne D. Gremler · Journal of Marketing Education · 1999 · 110 citations

Performance Studies, Teaching, Formal Promises +12

Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences

Dwayne D. Gremler, Michael A. McCollough · Journal of Marketing Education · 2002 · 91 citations

Student Retention, Teaching, Empirical Examination +15

Service Encounter Emotional Value

Jeffrey J. Bailey, Dwayne D. Gremler, Michael A. McCollough · Services Marketing Quarterly · 2001 · 85 citations

Customer Satisfaction, Empathy, Value Theory +20

Rows per page

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