Standout Papers

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 1998 2026 2007 2016 1.5k
  1. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)
    Amy Smith, Ruth N. Bolton et al. Journal of Marketing Research
  2. An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)
    Amy Smith, Ruth N. Bolton Journal of Service Research
  3. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)
    Amy Smith, Ruth N. Bolton et al. Journal of Marketing Research
  4. Customer satisfaction and loyalty in online and offline environments (2003)
    Venkatesh Shankar, Amy Smith et al. International Journal of Research in Marketing

Immediate Impact

68 standout
Sub-graph 1 of 18

Citing Papers

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1 intermediate paper

Works of Amy Smith being referenced

Customer satisfaction and loyalty in online and offline environments
2003 Standout

Author Peers

Author Last Decade Papers Cites
Amy Smith 3550 2228 8 2336 26 4.6k
James G. Maxham 3184 1765 1 2025 21 4.3k
Stephen S. Tax 3487 1844 1 2480 20 4.5k
Richard A. Spreng 4074 2545 9 3343 31 6.1k
Deborah Cowles 3754 1982 5 2353 16 4.8k
Jeffrey G. Blodgett 2793 1727 5 2378 31 4.2k
Carol Surprenant 4650 2431 5 3452 12 6.3k
Bernard H. Booms 5473 2813 9 3558 20 6.9k
Clay M. Voorhees 2139 2186 4 2478 60 4.7k
Leonard A. Schlesinger 3387 1414 12 2634 25 5.3k
Janet Wagner 2262 1408 4 1566 37 3.3k

All Works

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2026