| Managing services marketing: Text and readings JEG Bateson, KD Hoffman Dryden Press, 1999 | 2076 | 1999 |
| A typology of retail failures and recoveries SW Kelley, KD Hoffman, MA Davis Journal of retailing 69 (4), 429-452, 1993 | 1603 | 1993 |
| Essentials of services marketing KD Hoffman, JEG Bateson (No Title), 1997 | 1376 | 1997 |
| Tracking service failures and employee recovery efforts KD Hoffman, SW Kelley, HM Rotalsky Journal of services marketing 9 (2), 49-61, 1995 | 1199 | 1995 |
| Services marketing: concepts, strategies and cases KD Hoffman, EG Bateson Cengage learning, 2008 | 999 | 2008 |
| Princípios de marketing de serviços: conceitos, estratégias, casos KD Hoffman, AA Ikeda, MC Campomar, JEG Bateson | 795 | 2010 |
| Fundamentos de marketing de servicios: Conceptos, estrategias y casos KD Hoffman, JEG Bateson Cengage Learning Mexico, 2002 | 656* | 2002 |
| Service provider job satisfaction and customer KD Hoffman, TN Ingram Journal of services Marketing 6 (2), 68-78, 1992 | 641 | 1992 |
| 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 | 593 | 2002 |
| Perceived justice needs and recovery evaluation: a contingency approach KD Hoffman, SW Kelley European Journal of marketing 34 (3/4), 418-433, 2000 | 534 | 2000 |
| An investigation of positive affect, prosocial behaviors and service quality SW Kelley, KD Hoffman Journal of retailing 73 (3), 407-427, 1997 | 484 | 1997 |
| Creating customer-oriented employees: the case in home health care. K Douglas Hoffman, TN Ingram Journal of Health Care Marketing 11 (2), 1991 | 450 | 1991 |
| Typologies of e‐commerce retail failures and recovery strategies LP Forbes, SW Kelley, KD Hoffman Journal of Services Marketing 19 (5), 280-292, 2005 | 330 | 2005 |
| Marketing of services KD Hoffman, KD Hoffman, JEG Bateson Cengage Learning, 2008 | 326 | 2008 |
| Marketing de servicios: conceptos, estrategias y casos KD Hoffman, JEG Bateson Cengage Learning, 2012 | 302 | 2012 |
| 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 | 285 | 2003 |
| Experiential learning exercises in services marketing courses DD Gremler, KD Hoffman, SM Keaveney, LK Wright Journal of Marketing Education 22 (1), 35-44, 2000 | 284 | 2000 |
| Critical incidents: Service failures that matter most B Chung, KD Hoffman Cornell Hotel and Restaurant Administration Quarterly 39 (3), 66-71, 1998 | 227 | 1998 |
| Services marketing JEG Bateson, KD Hoffman South-Western, 2011 | 219 | 2011 |
| The relationship between ethical and customer-oriented service provider behaviors V Howe, KD Hoffman, DW Hardigree Journal of Business Ethics 13 (7), 497-506, 1994 | 207 | 1994 |
Scott W. KelleyUniversity of KentuckyVerified email at uky.edu
