Amy K. Smith

发表

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Ruth N. Bolton, Amy K. Smith, Janet Wagner, 1999 .

Customer satisfaction and loyalty in online and offline environments

A. Rangaswamy, Venkatesh Shankar, Amy K. Smith, 2003 .

The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments

Ruth N. Bolton, Amy K. Smith, 2002 .

Customer rage episodes: Emotions, expressions and behaviors

Paul G. Patterson, Janet R. McColl-Kennedy, Janet R. Mccoll-Kennedy, 2009 .

Chapter 10 Customer Emotions in Service Failure and Recovery Encounters

Janet R. Mccoll-Kennedy, Amy K. Smith, 2006 .

Striking the Right Balance

Ruth N. Bolton, Amy K. Smith, Janet Wagner, 2003 .

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

Ruth N. Bolton, Amy K. Smith, 1998 .

Crime and Punishment

Amy K. Smith, Y. “. Kim, 2005 .

Customer Rage: Triggers, Tipping Points, and Take-Outs

Janet R. Mccoll-Kennedy, Amy K. Smith, P. Patterson, 2009 .

BUILDING EFFECTIVE BUYER-SELLER DYADIC RELATIONSHIPS

Amy K. Smith, M. Preis, S. Divita, 2003 .

TANGLED WEB OR TIDY KNOT? ASSESSING FAILURE AND RECOVERY IN A SERVICE NETWORK

Stephen S. Tax, Murali Chandrashekaran, Amy K. Smith, 2011 .

Striking the Right Balance

Ruth N. Bolton, Amy K. Smith, Janet Wagner, 2003 .