Standout Papers
Immediate Impact
89 standout
Citing Papers
A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations
2021 Standout
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
2020 Standout
Works of Karina Hoffmann being referenced
Tracking service failures and employee recovery efforts
1995
A typology of retail failures and recoveries
1993 Standout
Author Peers
| Author | Last Decade | Papers | Cites | ||||
|---|---|---|---|---|---|---|---|
| Karina Hoffmann | 2172 | 1449 | 360 | 977 | 48 | 3.0k | |
| Susan M. Keaveney | 2491 | 2240 | 225 | 1348 | 23 | 3.8k | |
| C. David Shepherd | 1493 | 917 | 188 | 675 | 55 | 2.3k | |
| Greg W. Marshall | 1769 | 697 | 343 | 736 | 73 | 2.8k | |
| Steven J. Skinner | 1564 | 803 | 335 | 958 | 52 | 3.2k | |
| R. Kenneth Teas | 3484 | 2306 | 419 | 1109 | 58 | 4.5k | |
| Sandra Streukens | 1468 | 1265 | 209 | 1246 | 36 | 3.1k | |
| Thomas G. Brashear | 1439 | 1073 | 293 | 886 | 57 | 2.6k | |
| Ernest R. Cadotte | 1920 | 1341 | 355 | 840 | 23 | 2.9k | |
| Neil M. Ford | 2871 | 911 | 510 | 878 | 36 | 4.0k | |
| Lance A. Bettencourt | 2772 | 1814 | 261 | 1477 | 27 | 4.3k |
All Works
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