Managing services marketing: Text and readings JEG Bateson, KD Hoffman Dryden Press, 1999 | 2019 | 1999 |
A typology of retail failures and recoveries SW Kelley, KD Hoffman, MA Davis Journal of retailing 69 (4), 429-452, 1993 | 1550 | 1993 |
Essentials of services marketing KD Hoffman, JEG Bateson (No Title), 1997 | 1357 | 1997 |
Tracking service failures and employee recovery efforts KD Hoffman, SW Kelley, HM Rotalsky Journal of services marketing 9 (2), 49-61, 1995 | 1139 | 1995 |
Services marketing concepts, strategies, & cases KD Hoffman, JEG Bateson | 923 | 2008 |
Princípios de marketing de serviços: conceitos, estratégias, casos KD Hoffman, AA Ikeda, MC Campomar, JEG Bateson | 859 | 2010 |
Service provider job satisfaction and customer KD Hoffman, TN Ingram Journal of services Marketing 6 (2), 68-78, 1992 | 610 | 1992 |
Fundamentos de marketing de servicios: Conceptos, estrategias y casos KD Hoffman, JEG Bateson Cengage Learning Mexico, 2002 | 601 | 2002 |
Atmospherics, service encounters and consumer decision making: An integrattve perspective KD Hoffman, LW Turley Journal of Marketing theory and practice 10 (3), 33-47, 2002 | 553 | 2002 |
Perceived justice needs and recovery evaluation: a contingency approach KD Hoffman, SW Kelley European Journal of marketing 34 (3/4), 418-433, 2000 | 495 | 2000 |
An investigation of positive affect, prosocial behaviors and service quality SW Kelley, KD Hoffman Journal of retailing 73 (3), 407-427, 1997 | 467 | 1997 |
Creating customer-oriented employees: the case in home health care. K Douglas Hoffman, TN Ingram Journal of Health Care Marketing 11 (2), 1991 | 410 | 1991 |
Marketing of services KD Hoffman, KD Hoffman, JEG Bateson Cengage Learning, 2008 | 331 | 2008 |
Typologies of e‐commerce retail failures and recovery strategies LP Forbes, SW Kelley, KD Hoffman Journal of Services Marketing 19 (5), 280-292, 2005 | 315 | 2005 |
Marketing de servicios: conceptos, estrategias y casos KD Hoffman, JEG Bateson Cengage Learning, 2012 | 296 | 2012 |
Experiential learning exercises in services marketing courses DD Gremler, KD Hoffman, SM Keaveney, LK Wright Journal of Marketing Education 22 (1), 35-44, 2000 | 276 | 2000 |
A CIT investigation of servicescape failures and associated recovery strategies KD Hoffman, SW Kelley, BC Chung Journal of services marketing 17 (4), 322-340, 2003 | 269 | 2003 |
Critical incidents: Service failures that matter most B Chung, KD Hoffman Cornell Hotel and Restaurant Administration Quarterly 39 (3), 66-71, 1998 | 223 | 1998 |
The relationship between ethical and customer-oriented service provider behaviors V Howe, KD Hoffman, DW Hardigree Journal of Business Ethics 13, 497-506, 1994 | 199 | 1994 |
Services marketing JEG Bateson, KD Hoffman South-Western, 2011 | 186 | 2011 |