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Journal Articles

Retrospective: efficiency in service delivery: technological or humanistic approaches?

Scott W. Kelley

Journal of Services Marketing (2016) 30 (2): 133–135.

https://doi.org/10.1108/JSM-10-2015-0321

Published: 11 April 2016

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Journal Articles

Retrospective: tracking service failures and employee recovery efforts

K. Douglas Hoffman, Scott W. Kelley, Holly M. Rotalsky

Journal of Services Marketing (2016) 30 (1): 7–10.

https://doi.org/10.1108/JSM-10-2015-0316

Published: 08 February 2016

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Journal Articles

Typologies of e‐commerce retail failures and recovery strategies

Lukas P. Forbes, Scott W. Kelley, K. Douglas Hoffman

Journal of Services Marketing (2005) 19 (5): 280–292.

https://doi.org/10.1108/08876040510609907

Published: 01 August 2005

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Journal Articles

A CIT investigation of servicescape failures and associated recovery strategies

K. Douglas Hoffman, Scott W. Kelley, Beth C. Chung

Journal of Services Marketing (2003) 17 (4): 322–340.

https://doi.org/10.1108/08876040310482757

Published: 01 July 2003

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Journal Articles

Franchise relocation and sport introduction: a sports marketing case study of the Carolina Hurricanes’ fan adoption plan

Scott W. Kelley, K. Douglas Hoffman, Sheila Carter

Journal of Services Marketing (1999) 13 (6): 469–480.

https://doi.org/10.1108/08876049910298748

Published: 01 December 1999

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Journal Articles

Tracking service failures and employee recovery efforts

K. Douglas Hoffman, Scott W. Kelley, Holly M. Rotalsky

Journal of Services Marketing (1995) 9 (2): 49–61.

https://doi.org/10.1108/08876049510086017

Published: 01 May 1995

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Journal Articles

Efficiency in Service Delivery: Technological or Humanistic Approaches?

Scott W. Kelley

Journal of Services Marketing (1989) 3 (3): 43–50.

https://doi.org/10.1108/EUM0000000002492

Published: 01 March 1989

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Retrospective: efficiency in service delivery: technological or humanistic approaches?

Retrospective: tracking service failures and employee recovery efforts

Typologies of e‐commerce retail failures and recovery strategies

A CIT investigation of servicescape failures and associated recovery strategies

Franchise relocation and sport introduction: a sports marketing case study of the Carolina Hurricanes’ fan adoption plan

Tracking service failures and employee recovery efforts

Efficiency in Service Delivery: Technological or Humanistic Approaches?

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