Smith, Amy K.
George Washington University
3 papers on CoChatORCID 0009-0004-4277-2727
Most cited papers
- Verified
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research
Customer Service Quality and LoyaltyService and Product Innovation
Cited by 2,058
- Verified
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?
Smith, A. K., & Bolton, R. N. (1998) · Journal of Service Research
Customer Service Quality and LoyaltyService and Product Innovation
Cited by 798
- Verified
Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships
Bolton, R. N., Smith, A. K., & Wagner, J. (2003) · Journal of Service Research
Customer Service Quality and LoyaltyService and Product Innovation
Cited by 135
Go further with a free account
Verify every reference, keep papers in a library, and ask questions across them.
Sign up - it is free