Rhonda L. Hensley

Publications

817

Citations

H-Index

2004

Active since

Affiliations

North Carolina Agricultural and Technical State University(Current)

Rhonda L. Hensley is an author at North Carolina Agricultural and Technical State University specializing in customer satisfaction, business, and marketing.

Top concepts

BusinessCustomer SatisfactionMarketingManagementService QualityReliabilityConsumer BehaviorConsumer ResearchHospitality IndustryHospitality Marketing

Publications per year

2004–2011

Publications

The Relative Importance of Food, Atmosphere, and Fairness of Wait

Joanne M. Sulek, Rhonda L. Hensley · Cornell Hotel and Restaurant Administration Quarterly · 2004 · 556 citations

Customer Satisfaction, Behavioral Decision Making, Relative Importance +19

Assessing readiness for six sigma in a service setting

Rhonda L. Hensley, Kathryn Dobie · Managing Service Quality · 2005 · 163 citations

Reliability, Nursing, Customer Satisfaction +14

Customer satisfaction with waits in multi‐stage services

Rhonda L. Hensley, Joanne M. Sulek · Managing Service Quality · 2007 · 78 citations

Customer Satisfaction, Relative Importance, Consumer Research +17

Using reliability tools in service operations

Rhonda L. Hensley, Joanne S. Utley · International Journal of Quality & Reliability Management · 2011 · 20 citations

Service Reliability Framework, Customer Satisfaction, Reliability Tools +19

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