James G. Maxham

6.1k total citations · 5 hit papers
21 papers, 4.6k citations indexed

About

James G. Maxham is a scholar working on Organizational Behavior and Human Resource Management, Marketing and Sociology and Political Science. According to data from OpenAlex, James G. Maxham has authored 21 papers receiving a total of 4.6k indexed citations (citations by other indexed papers that have themselves been cited), including 16 papers in Organizational Behavior and Human Resource Management, 10 papers in Marketing and 6 papers in Sociology and Political Science. Recurrent topics in James G. Maxham's work include Customer Service Quality and Loyalty (15 papers), Job Satisfaction and Organizational Behavior (8 papers) and Consumer Retail Behavior Studies (6 papers). James G. Maxham is often cited by papers focused on Customer Service Quality and Loyalty (15 papers), Job Satisfaction and Organizational Behavior (8 papers) and Consumer Retail Behavior Studies (6 papers). James G. Maxham collaborates with scholars based in United States and Belgium. James G. Maxham's co-authors include Richard G. Netemeyer, Daryl McKee, Michael D. Hartline, Chris Pullig, Donald R. Lichtenstein, Amanda B. Bower, D. Todd Donavan, Joseph F. Hair, Brad D. Carlson and Carrie M. Heilman and has published in prestigious journals such as Journal of Marketing, Journal of Applied Psychology and Journal of Marketing Research.

In The Last Decade

James G. Maxham

20 papers receiving 4.1k citations

Hit Papers

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What are hit papers?

Hit papers significantly outperform the citation benchmark for their cohort. A paper qualifies if it has ≥500 total citations, achieves ≥1.5× the top-1% citation threshold for papers in the same subfield and year (this is the minimum needed to enter the top 1%, not the average within it), or reaches the top citation threshold in at least one of its specific research topics.

A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

2002 883 citations James G. Maxham, Richard G. Netemeyer Journal of Marketing profile →
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

2002 729 citations James G. Maxham, Richard G. Netemeyer Journal of Retailing profile →
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

2001 690 citations James G. Maxham Journal of Business Research profile →
Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees

2000 586 citations Michael D. Hartline, James G. Maxham et al. Journal of Marketing profile →
Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

2003 504 citations James G. Maxham, Richard G. Netemeyer Journal of Marketing profile →

Author Peers

Peers are selected by citation overlap in the author's most active subfields. citations · hero ref

Author						Papers	Cites
James G. Maxham	3.4k	2.2k	1.9k	932	672	21	4.6k
Stephen S. Tax	4.2k 1.2×	2.9k 1.4×	2.1k 1.1×	1.1k 1.2×	720 1.1×	21	5.3k
Amy Smith	3.8k 1.1×	2.5k 1.1×	2.3k 1.2×	1.3k 1.4×	498 0.7×	27	4.9k
Michael D. Hartline	3.2k 0.9×	1.7k 0.8×	1.4k 0.7×	623 0.7×	847 1.3×	24	4.2k
Jeffrey G. Blodgett	3.0k 0.9×	2.6k 1.2×	1.8k 1.0×	756 0.8×	506 0.8×	31	4.6k
Christo Boshoff	2.9k 0.8×	1.7k 0.8×	1.3k 0.7×	742 0.8×	677 1.0×	119	4.2k
Lance A. Bettencourt	3.0k 0.9×	2.0k 0.9×	1.6k 0.8×	508 0.5×	840 1.3×	28	4.7k
Murali Chandrashekaran	2.6k 0.8×	2.0k 0.9×	1.4k 0.7×	741 0.8×	628 0.9×	24	3.7k
Deborah Cowles	4.1k 1.2×	2.6k 1.2×	2.2k 1.1×	1.3k 1.4×	1.2k 1.7×	17	5.3k
Thomas L. Baker	2.7k 0.8×	2.5k 1.2×	1.6k 0.8×	719 0.8×	969 1.4×	52	4.5k
Janet Wagner	2.4k 0.7×	1.7k 0.8×	1.5k 0.8×	643 0.7×	354 0.5×	37	3.5k

Countries citing papers authored by James G. Maxham

Since Specialization

Citations

This map shows the geographic impact of James G. Maxham's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by James G. Maxham with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites James G. Maxham more than expected).

Fields of papers citing papers by James G. Maxham

Since Specialization

Physical SciencesHealth SciencesLife SciencesSocial Sciences

This network shows the impact of papers produced by James G. Maxham. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by James G. Maxham. The network helps show where James G. Maxham may publish in the future.

Co-authorship network of co-authors of James G. Maxham

This figure shows the co-authorship network connecting the top 25 collaborators of James G. Maxham. A scholar is included among the top collaborators of James G. Maxham based on the total number of citations received by their joint publications. Widths of edges represent the number of papers authors have co-authored together. Node borders signify the number of papers an author published with James G. Maxham. James G. Maxham is excluded from the visualization to improve readability, since they are connected to all nodes in the network.

All Works

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20 of 20 papers shown

Carlson, Brad D., D. Todd Donavan, Jeremy S. Wolter, James G. Maxham, & Pei Xu. (2025). The Collective Identity Effect: How Group-Level Identity Influences Individual Behavior. Journal of Marketing. 90(1). 106–131.

Ahearne, Michael, et al.. (2018). Does Selective Sales Force Training Work?. Journal of Marketing Research. 11 indexed citations

Ahearne, Michael, et al.. (2018). Does Selective Sales Force Training Work?. Journal of Marketing Research. 55(5). 722–737. 39 indexed citations

Zablah, Alex R., Brad D. Carlson, D. Todd Donavan, James G. Maxham, & Tom J. Brown. (2016). A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.. Journal of Applied Psychology. 101(5). 743–755. 82 indexed citations

Donavan, D. Todd, Swinder Janda, & James G. Maxham. (2015). Identification and Aftermarket Personalization with Durable Goods. Psychology and Marketing. 32(6). 611–623. 17 indexed citations

Prescott, John E., et al.. (2015). Retail capability systems. AMS Review. 5(3-4). 103–122. 2 indexed citations

Netemeyer, Richard G., Carrie M. Heilman, & James G. Maxham. (2012). Identification with the retail organization and customer-perceived employee similarity: Effects on customer spending.. Journal of Applied Psychology. 97(5). 1049–1058. 48 indexed citations

Netemeyer, Richard G., Carrie M. Heilman, & James G. Maxham. (2012). The Impact of a New Retail Brand In-Store Boutique and its Perceived Fit with the Parent Retail Brand on Store Performance and Customer Spending. Journal of Retailing. 88(4). 462–475. 19 indexed citations

Bower, Amanda B. & James G. Maxham. (2012). Return Shipping Policies of Online Retailers: Normative Assumptions and the Long-Term Consequences of Fee and Free Returns. Journal of Marketing. 76(5). 110–124. 161 indexed citations

10.

Netemeyer, Richard G., James G. Maxham, & Donald R. Lichtenstein. (2010). Store manager performance and satisfaction: Effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.. Journal of Applied Psychology. 95(3). 530–545. 86 indexed citations

11.

Lichtenstein, Donald R., Richard G. Netemeyer, & James G. Maxham. (2010). The Relationships Among Manager-, Employee-, and Customer-Company Identification: Implications For Retail Store Financial Performance. Journal of Retailing. 86(1). 85–93. 75 indexed citations

12.

Maxham, James G., Richard G. Netemeyer, & Donald R. Lichtenstein. (2008). The Retail Value Chain: Linking Employee Perceptions to Employee Performance, Customer Evaluations, and Store Performance. Marketing Science. 27(2). 147–167. 125 indexed citations

13.

Netemeyer, Richard G. & James G. Maxham. (2006). Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes. Journal of Retailing. 83(1). 131–145. 127 indexed citations

14.

Netemeyer, Richard G., James G. Maxham, & Chris Pullig. (2005). Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent. Journal of Marketing. 69(2). 130–143. 355 indexed citations

15.

Maxham, James G. & Richard G. Netemeyer. (2003). Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling. Journal of Marketing. 67(1). 46–62. 504 indexed citations breakdown →

16.

Pullig, Chris, James G. Maxham, & Joseph F. Hair. (2002). Salesforce automation systems: an exploratory examination of organizational factors associated with effective implementation and salesforce productivity. Journal of Business Research. 55(5). 401–415. 88 indexed citations

17.

Maxham, James G. & Richard G. Netemeyer. (2002). A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. Journal of Marketing. 66(4). 57–71. 883 indexed citations breakdown →

18.

Maxham, James G.. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research. 54(1). 11–24. 690 indexed citations breakdown →

19.

Hartline, Michael D., James G. Maxham, & Daryl McKee. (2000). Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees. Journal of Marketing. 64(2). 35–50. 586 indexed citations breakdown →

20.

Licata, Jane W. & James G. Maxham. (1999). Student Expectations of the University Experience: Levels and Antecedents for Pre-Entry Freshmen. Journal of Marketing for HIGHER EDUCATION. 9(1). 69–91. 19 indexed citations

Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.

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