Scott W. Kelley

7.5k total citations · 3 hit papers
46 papers, 5.6k citations indexed

About

Scott W. Kelley is a scholar working on Organizational Behavior and Human Resource Management, Marketing and Sociology and Political Science. According to data from OpenAlex, Scott W. Kelley has authored 46 papers receiving a total of 5.6k indexed citations (citations by other indexed papers that have themselves been cited), including 33 papers in Organizational Behavior and Human Resource Management, 21 papers in Marketing and 12 papers in Sociology and Political Science. Recurrent topics in Scott W. Kelley's work include Customer Service Quality and Loyalty (29 papers), Consumer Behavior in Brand Consumption and Identification (10 papers) and Psychology of Social Influence (7 papers). Scott W. Kelley is often cited by papers focused on Customer Service Quality and Loyalty (29 papers), Consumer Behavior in Brand Consumption and Identification (10 papers) and Psychology of Social Influence (7 papers). Scott W. Kelley collaborates with scholars based in United States. Scott W. Kelley's co-authors include Karina Hoffmann, Mark A. Davis, Steven J. Skinner, L. W. Turley, James H. Donnelly, Scott R. Swanson, S. R. Swanson, Hulda G. Black, O. C. Ferrell and Lukas P. Forbes and has published in prestigious journals such as Journal of Business Research, Developmental Psychology and Journal of Business Ethics.

In The Last Decade

Scott W. Kelley

45 papers receiving 4.8k citations

Hit Papers

A typology of retail failures and recoveries 1990 2026 2002 2014 1993 1990 1994 200 400 600
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.

  1. A typology of retail failures and recoveries
    1993 661 citations Scott W. Kelley, Karina Hoffmann et al. Journal of Retailing profile →
  2. Customer participation in service production and delivery.
    1990 544 citations Scott W. Kelley, James H. Donnelly et al. Journal of Retailing profile →
  3. Antecedents to Customer Expectations for Service Recovery
    1994 507 citations Scott W. Kelley, Mark A. Davis Journal of the Academy of Marketing Science profile →

Peers

Scott W. Kelley
Jan Wieseke Germany
Steven J. Skinner United States
David Carson United Kingdom
Gregory T. Gundlach United States
Penny M. Simpson United States
Lưu Trọng Tuấn Australia
Nigel F. Piercy United Kingdom
Hongwei He United Kingdom
Cynthia A. Lengnick‐Hall United States
Ann K. Buchholtz United States
Jan Wieseke Germany
Scott W. Kelley
Citations per year, relative to Scott W. Kelley Scott W. Kelley (= 1×) peers Jan Wieseke

Countries citing papers authored by Scott W. Kelley

Since Specialization
Citations

This map shows the geographic impact of Scott W. Kelley'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 Scott W. Kelley with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Scott W. Kelley more than expected).

Fields of papers citing papers by Scott W. Kelley

Since Specialization
Physical SciencesHealth SciencesLife SciencesSocial Sciences

This network shows the impact of papers produced by Scott W. Kelley. 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 Scott W. Kelley. The network helps show where Scott W. Kelley may publish in the future.

Co-authorship network of co-authors of Scott W. Kelley

This figure shows the co-authorship network connecting the top 25 collaborators of Scott W. Kelley. A scholar is included among the top collaborators of Scott W. Kelley 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 Scott W. Kelley. Scott W. Kelley is excluded from the visualization to improve readability, since they are connected to all nodes in the network.

All Works

20 of 20 papers shown
1.
Segura, Annette D., et al.. (2020). A sixteen‐year single‐center retrospective chart review of Spitz nevi and spitzoid neoplasms in pediatric patients. Pediatric Dermatology. 37(6). 1073–1082. 10 indexed citations
2.
Hoffmann, Karina, et al.. (2016). Retrospective: tracking service failures and employee recovery efforts. Journal of Services Marketing. 30(1). 7–10. 30 indexed citations
3.
Black, Hulda G. & Scott W. Kelley. (2009). A STORYTELLING PERSPECTIVE ON ONLINE CUSTOMER REVIEWS REPORTING SERVICE FAILURE AND RECOVERY. Journal of Travel & Tourism Marketing. 26(2). 169–179. 104 indexed citations
4.
Skinner, Steven J., et al.. (2007). A Social Network Perspective on Sales Force Ethics. Journal of Personal Selling and Sales Management. 27(4). 341–353. 32 indexed citations
5.
Smith, Gregory T., et al.. (2006). Reactive personality-environment transactions and adult developmental trajectories.. Developmental Psychology. 42(5). 877–887. 39 indexed citations
6.
Kelley, Scott W. & Richard W. Schwartz. (2005). A Marketing-Oriented Perspective on Physician Selection. Surgical Innovation. 12(4). 357–363. 7 indexed citations
7.
Kelley, Scott W., et al.. (2001). Concepts in service marketing for healthcare professionals. The American Journal of Surgery. 181(1). 1–7. 62 indexed citations
8.
Kelley, Scott W. & Clay J. Cockerell. (2000). Sentinel lymph node biopsy as an adjunct to management of histologically difficult to diagnose melanocytic lesions: A proposal. Journal of the American Academy of Dermatology. 42(3). 527–530. 66 indexed citations
9.
Kelley, Scott W.. (1998). Managing service quality : the organizational socialization of the service employee and customer. UMI eBooks. 2 indexed citations
10.
Swanson, S. R., et al.. (1998). The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers. Journal of the Academy of Marketing Science. 26(2). 128–142. 484 indexed citations
11.
Turley, L. W. & Scott W. Kelley. (1997). A Comparison of Advertising Content: Business to Business versus Consumer Services. Journal of Advertising. 26(4). 39–48. 102 indexed citations
12.
Turley, L. W. & Scott W. Kelley. (1995). The Effects of Awareness and Quality Risk on the Price-Quality Relationship Among Services. 1(1). 57–76. 1 indexed citations
13.
Kelley, Scott W. & Mark A. Davis. (1994). Antecedents to Customer Expectations for Service Recovery. Journal of the Academy of Marketing Science. 22(1). 52–61. 507 indexed citations breakdown →
14.
Kelley, Scott W.. (1993). Discretion and the service employee. Journal of Retailing. 69(1). 104–126. 98 indexed citations
15.
Kelley, Scott W.. (1992). Developing customer orientation among service employees. Journal of the Academy of Marketing Science. 20(1). 27–36. 432 indexed citations
16.
Hoffmann, Karina & Scott W. Kelley. (1991). The Education Service Encounter: The Socialization of Students. Journal of Marketing Education. 13(2). 67–77. 8 indexed citations
17.
Hoffmann, Karina & Scott W. Kelley. (1991). The Marketing Curriculum: The Time Is Right for Services Marketing Education. Marketing Education Review. 1(4). 7–16. 3 indexed citations
18.
Kelley, Scott W., James H. Donnelly, & Steven J. Skinner. (1990). Customer participation in service production and delivery.. Journal of Retailing. 544 indexed citations breakdown →
19.
Kelley, Scott W., O. C. Ferrell, & Steven J. Skinner. (1990). Ethical behavior among marketing researchers: An assessment of selected demographic characteristics. Journal of Business Ethics. 9(8). 681–688. 142 indexed citations
20.
Kelley, Scott W., Steven J. Skinner, & O. C. Ferrell. (1989). Opportunistic behavior in marketing research organizations. Journal of Business Research. 18(4). 327–340. 26 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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