Concepedia

Ronald L. Hess

RL

9

Publications

1.7K

Citations

9

H-Index

2003

Active since

Affiliations

William & Mary(Current)

Williams (United States)

University of Arizona

University of Central Florida

Stockholm School of Economics

Ronald L. Hess is an author at William & Mary specializing in management, marketing, and business.

Top concepts

ManagementBusinessMarketingConsumer ResearchCustomer SatisfactionConsumer BehaviorBrand StrategyService QualityCustomer ServiceDigital Marketing

Publications per year

2003–2021

9

Publications

9

Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Ronald L. Hess, Shankar Ganesan, Noreen M. Klein · Journal of the Academy of Marketing Science · 2003 · 930 citations

Customer Satisfaction, Service Failure, Service Quality +9

The impact of firm reputation and failure severity on customers' responses to service failures

Ronald L. Hess · Journal of Services Marketing · 2008 · 203 citations

Customer Satisfaction, Consumer Research, Brand Strategy +19

The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes

Maureen L. Ambrose, Ronald L. Hess, Shankar Ganesan · Organizational Behavior and Human Decision Processes · 2007 · 181 citations

Criminal Justice System, Systemic Justice, Social Psychology +12

Omnichannel-based promotions’ effects on purchase behavior and brand image

Angelica Blom, Fredrik Lange, Ronald L. Hess · Journal of Retailing and Consumer Services · 2017 · 119 citations

Digital Marketing, Management, Brand Strategy +8

Interactional service failures in a pseudorelationship: The role of organizational attributions

Ronald L. Hess, Shankar Ganesan, Noreen M. Klein · Journal of Retailing · 2006 · 117 citations

Customer Satisfaction, Organizational Communication, Service Recovery +8

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