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Scott Kelley

Associate Dean for Undergraduate Affairs; Gatton Endowed Professor of Marketing Undergraduate Resource Center Department of Marketing and Supply Chain Vita

Contact Information:

Office Location:

237B Gatton College of Business and Economics
Lexington, KY 40506

Email: skelley@uky.edu
Phone: 859.257.3425
Fax: 859.257.3315

Biography:

Scott Kelley is an Associate Professor of Marketing in the Gatton College of Business and Economics at the University of Kentucky. He also serves as the Director of the Center for Sports Marketing in the Gatton College and the Director of the University of Kentucky Sports Marketing Academy. His research and teaching interests lie mainly in the areas of services marketing and sports marketing.

Education:

1987 - D.B.A., Marketing, University Of Kentucky

1983 - M.B.A., Business Administration and Management, Western Illinois University

1980 - B.S., Business, University Of Evansville

Recent Publications:

Articles (78):

►	A Storytelling Perspective on Online Customer Reviews Reporting Service Failure and Recovery Journal of Travel and Tourism Marketing - Year: 2009 Volume: 26 Page Number(s): 169-179
►	Half Empty or Half Full: The Role of Optimism in Boundary-Spanning Positions Journal of Service Research - Year: 2008 Volume: 11 Issue: 3 Page Number(s): 295-309
►	A Social Network Perspective on Sales Force Ethics Journal Of Personal Selling & Sales Management - Year: 2007 Volume: 27 Issue: 4 Page Number(s): 343-355
►	Reactive Personality-Environment Transactions and Adult Developmental Trajectories Developmental Psychology - Year: 2006 Volume: September Issue: 5 Page Number(s): 877-887
►	Transforming Sales Organizations Through Appreciative Inquiry Psychology & Marketing - Year: 2006 Volume: 23 Issue: 2 Page Number(s): 77-93
►	Reactive Personality-Environment Transactions and Adult Developmental Trajectories Developmental Psychology - Year: 2006 Volume: 42 Issue: 5 Page Number(s): 877-887
►	Transforming Sales Organizations Through Appreciative Inquiry Psychology & Marketing - Year: 2006 Volume: 23 Issue: 2 Page Number(s): 77-93
►	A Broader View of Marketing: Implications for Surgeons Surgical Innovation - Year: 2004 Volume: 11 Issue: 4 Page Number(s): 281-288
►	The Effect of Content on Perceived Affect of Super Bowl Commercials Journal of Sport Management - Year: 2004 Volume: 18 Issue: 4 Page Number(s): 398-420
►	A Broader View of Marketing: Implications for Surgeons Surgical Innovation - Year: 2004 Volume: 11 Issue: 4 Page Number(s): 281-288
►	The Effect of Content on Perceived Affect of Super Bowl Commercials Journal of Sport Management - Year: 2004 Volume: 18 Issue: 4 Page Number(s): 398-420
►	A CIT Investigation of Servicescape Failures and Associated Recovery Strategies Journal of Services Marketing - Year: 2003 Volume: 17 Issue: 4 Page Number(s): 322-340
►	A CIT Investigation of Servicescape Failures and Associated Recovery Strategies Journal of Services Marketing - Year: 2003 Volume: 17 Issue: 4 Page Number(s): 322-340
►	Pricing Retail Services Journal Of Business Research - Year: 2002 Volume: 55 Issue: 12 Page Number(s): 1015-1023
►	Pricing Retail Services Journal Of Business Research - Year: 2002 Volume: 55 Issue: 12 Page Number(s): 1015-1023
►	Attributions and Outcomes of the Service Recovery Process Journal Of Marketing Theory & Practice - Year: 2001 Volume: 9 Issue: 4 Page Number(s): 50-65
►	Concepts in Service Marketing for Healthcare Professionals American Journal of Surgery - Year: 2001 Volume: January Page Number(s): 1-7
►	Customer Perceptions of Service Quality Attributes at Sporting Events Journal Of Business Research - Year: 2001 Volume: 54 Issue: 2 Page Number(s): 161-166
►	Service Recovery Attributions and Word-of-Mouth Intentions European Journal Of Marketing - Year: 2001 Volume: 35 Issue: 1/2 Page Number(s): 194-211
►	Attributions and Outcomes of the Service Recovery Process Journal Of Marketing Theory & Practice - Year: 2001 Volume: 9 Issue: 4 Page Number(s): 50-65
►	Concepts in Service Marketing for Healthcare Professionals American Journal of Surgery - Year: 2001 Volume: 181 Page Number(s): 1-7
►	Customer Perceptions of Service Quality Attributes at Sporting Events Journal Of Business Research - Year: 2001 Volume: 54 Issue: 2 Page Number(s): 161-166
►	Service Recovery Attributions and Word-of-Mouth Intentions European Journal Of Marketing - Year: 2001 Volume: 35 Issue: 1/2 Page Number(s): 194-211
►	Perceived Justice Needs and Recovery Evaluation: A Contingency Approach European Journal Of Marketing - Year: 2000 Volume: 34 Issue: 3/4 Page Number(s): 418-432
►	Perceived Justice Needs and Recovery Evaluation: A Contingency Approach European Journal Of Marketing - Year: 2000 Volume: 34 Issue: 3/4 Page Number(s): 418-432
►	Franchise Relocation and Sport Introduction: A Sports Marketing Case Study of the Carolina Hurricanes' Fan Adoption Plan Journal of Services Marketing - Year: 1999 Volume: 13 Issue: 6 Page Number(s): 469-480
►	Franchise Relocation and Sport Introduction: A Sports Marketing Case Study of the Carolina Hurricanes' Fan Adoption Plan Journal of Services Marketing - Year: 1999 Volume: 13 Issue: 6 Page Number(s): 469-480
►	The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers Journal Of The Academy Of Marketing Science - Year: 1998 Volume: Spring Page Number(s): 128-142
►	The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers Journal Of The Academy Of Marketing Science - Year: 1998 Volume: 26 Page Number(s): 128-142
►	A Comparison of Advertising Content: Business-to-Business Versus Consumer Services Journal Of Advertising - Year: 1997 Volume: Winter Page Number(s): 39-48
►	An Investigation of Positive Affect, Prosocial Behaviors and Service Quality Journal Of Retailing - Year: 1997 Volume: Fall Page Number(s): 407-427
►	Inter-Organizational Ethical Perceptions and Buyer-Seller Relationships Journal of Business-to-Business Marketing - Year: 1997 Volume: 4 Issue: 2 Page Number(s): 3-32
►	Responses to Gift-Giving in a Business Context: An Empirical Examination Psychological Reports - Year: 1997 Volume: 81 Page Number(s): 947-955
►	A Comparison of Advertising Content: Business-to-Business Versus Consumer Services Journal Of Advertising - Year: 1997 Volume: 26 Page Number(s): 39-48
►	An Investigation of Positive Affect, Prosocial Behaviors and Service Quality Journal Of Retailing - Year: 1997 Volume: 73 Page Number(s): 407-427
►	Inter-Organizational Ethical Perceptions and Buyer-Seller Relationships Journal of Business-to-Business Marketing - Year: 1997 Volume: 4 Issue: 2 Page Number(s): 3-32
►	Responses to Gift-Giving in a Business Context: An Empirical Examination Psychological Reports - Year: 1997 Volume: 81 Page Number(s): 947-955
►	Assessing Service Quality Via the Contributions of Service Employees and Customers Journal of Customer Service in Marketing and Management - Year: 1996 Volume: 2 Issue: 4 Page Number(s): 31-48
►	Organizational Determinants of Service Employees' Exercise of Routine, Creative, and Deviant Discretion Journal Of Retailing - Year: 1996 Volume: Summer Page Number(s): 135-157
►	Review of On Great Service: A Framework for Action, (1995) by Leonard L. Berry Journal Of The Academy Of Marketing Science - Year: 1996 Volume: Spring Page Number(s): 176
►	Assessing Service Quality Via the Contributions of Service Employees and Customers Journal of Customer Service in Marketing and Management - Year: 1996 Volume: 2 Issue: 4 Page Number(s): 31-48
►	Organizational Determinants of Service Employees' Exercise of Routine, Creative, and Deviant Discretion Journal Of Retailing - Year: 1996 Volume: 72 Page Number(s): 135-157
►	The Effects of Awareness and Quality Risk on the Price-Quality Relationship Among Services Journal of Customer Service in Marketing and Management - Year: 1995 Volume: 1 Issue: 1 Page Number(s): 57-76
►	Tracking Service Failures and Employee Recovery Efforts Journal of Services Marketing - Year: 1995 Volume: Spring Page Number(s): 49-61
►	The Effects of Awareness and Quality Risk on the Price-Quality Relationship Among Services Journal of Customer Service in Marketing and Management - Year: 1995 Volume: 1 Issue: 1 Page Number(s): 57-76
►	Tracking Service Failures and Employee Recovery Efforts Journal of Services Marketing - Year: 1995 Volume: 9 Page Number(s): 49-61
►	An Investigation into the Intentions of Purchasing Executives to Reciprocate Vendor Gifts Journal Of The Academy Of Marketing Science - Year: 1994 Volume: Fall Page Number(s): 315-327
►	Antecedents to Customer Expectations For Service Recovery Journal Of The Academy Of Marketing Science - Year: 1994 Volume: Winter Page Number(s): 52-61
►	An Investigation into the Intentions of Purchasing Executives to Reciprocate Vendor Gifts Journal Of The Academy Of Marketing Science - Year: 1994 Volume: 22 Page Number(s): 315-327
►	Antecedents to Customer Expectations For Service Recovery Journal Of The Academy Of Marketing Science - Year: 1994 Volume: 22 Page Number(s): 52-61
►	A Typology of Retail Failures and Recoveries Journal Of Retailing - Year: 1993 Volume: Winter Page Number(s): 429-452
►	Discretion Among Service Employees Journal Of Retailing - Year: 1993 Volume: Spring Page Number(s): 104-126
►	A Typology of Retail Failures and Recoveries Journal Of Retailing - Year: 1993 Page Number(s): 429-452
►	Discretion Among Service Employees Journal Of Retailing - Year: 1993 Volume: 69 Page Number(s): 104-126
►	Competitive Advantage in Retailing International Review of Retail, Distribution and Consumer Research - Year: 1992 Volume: October Page Number(s): 381-396
►	Cooperation in Supplier-Dealer Relations Journal Of Retailing - Year: 1992 Volume: Summer Page Number(s): 174-193
►	Developing Customer Orientation Among Service Employees Journal Of The Academy Of Marketing Science - Year: 1992 Volume: Winter Page Number(s): 27-36
►	Organizational Socialization of Service Customers Journal Of Business Research - Year: 1992 Volume: 25 Issue: 3 Page Number(s): 197-214
►	Competitive Advantage in Retailing International Review of Retail, Distribution and Consumer Research - Year: 1992 Volume: 2 Page Number(s): 381-396
►	Cooperation in Supplier-Dealer Relations Journal Of Retailing - Year: 1992 Volume: 68 Page Number(s): 174-193
►	Developing Customer Orientation Among Service Employees Journal Of The Academy Of Marketing Science - Year: 1992 Volume: 20 Page Number(s): 27-36
►	Organizational Socialization of Service Customers Journal Of Business Research - Year: 1992 Volume: 25 Issue: 3 Page Number(s): 197-214
►	Ethical Climate, Organizational Commitment, and the Indebtedness of Purchasing Executives Journal Of Personal Selling & Sales Management - Year: 1991 Volume: Fall Page Number(s): 55-65
►	The Education Service Encounter: The Organizational Socialization of Students Journal Of Marketing Education - Year: 1991 Volume: 13 Issue: 2 Page Number(s): 67-77
►	The Marketing Curriculum: The Time is Right for Services Marketing Education Marketing Education Review - Year: 1991 Volume: 1 Issue: 3 Page Number(s): 7-16
►	Ethical Climate, Organizational Commitment, and the Indebtedness of Purchasing Executives Journal Of Personal Selling & Sales Management - Year: 1991 Volume: 11 Page Number(s): 55-65
►	The Education Service Encounter: The Organizational Socialization of Students Journal Of Marketing Education - Year: 1991 Volume: 13 Issue: 2 Page Number(s): 67-77
►	The Marketing Curriculum: The Time is Right for Services Marketing Education Marketing Education Review - Year: 1991 Volume: 1 Issue: 3 Page Number(s): 7-16
►	A Consideration of the Customer Orientation of Bank Employees and Culture International Journal of Bank Marketing - Year: 1990 Volume: 8 Issue: 6 Page Number(s): 25-29
►	Conceptualizing Customer Participation in Service Production and Delivery Journal Of Retailing - Year: 1990 Volume: 66 Issue: 3 Page Number(s): 315-335
►	Ethical Behavior Among Marketing Researchers: An Assessment of Selected Demographic Characteristics Journal Of Business Ethics - Year: 1990 Volume: 9 Page Number(s): 681-688
►	A Consideration of the Customer Orientation of Bank Employees and Culture International Journal of Bank Marketing - Year: 1990 Volume: 8 Issue: 6 Page Number(s): 25-29
►	Conceptualizing Customer Participation in Service Production and Delivery Journal Of Retailing - Year: 1990 Volume: 66 Issue: 3 Page Number(s): 315-335
►	Ethical Behavior Among Marketing Researchers: An Assessment of Selected Demographic Characteristics Journal Of Business Ethics - Year: 1990 Volume: 9 Page Number(s): 681-688
►	Efficiency in Service Delivery: Technological or Humanistic Approaches? Journal of Services Marketing - Year: 1989 Volume: 3 Issue: 3 Page Number(s): 43-50
►	Opportunistic Behavior in Marketing Research Organizations Journal Of Business Research - Year: 1989 Volume: 18 Issue: 4 Page Number(s): 327-340
►	Efficiency in Service Delivery: Technological or Humanistic Approaches? Journal of Services Marketing - Year: 1989 Volume: 3 Issue: 3 Page Number(s): 43-50
►	Opportunistic Behavior in Marketing Research Organizations Journal Of Business Research - Year: 1989 Volume: 18 Issue: 4 Page Number(s): 327-340

Proceedings (40):

►	Looking on the Brighter Side: A Conceptual Framework for Optimism in Marketing Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 2003
►	Looking on the Brighter Side: A Conceptual Framework for Optimism in Marketing Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 2003
►	Rapport Building Strategies Used by Service Employees: A Critical Incident Study Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 2002
►	Rapport Building Strategies Used by Service Employees: A Critical Incident Study Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 2002
►	Waiter, There's a Dead Fly in My Soup: Facility-based Failures and Recovery Strategies Academy of Marketing Science Conference - Year: 2001
►	Waiter, There's a Dead Fly in My Soup: Facility-based Failures and Recovery Strategies Academy of Marketing Science Conference - Year: 2001
►	Perceived Justice Needs and Recovery Evaluation: A Contingency Approach Winter Marketing Educators' Proceedings of the American Marketing Association - Year: 1999
►	Sponsorships in Sports Marketing: Some Propositions Academy of Marketing Science Conference - Year: 1999
►	The Nature and Scope of Service Pricing: A Propositional Inventory Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1999
►	Perceived Justice Needs and Recovery Evaluation: A Contingency Approach Winter Marketing Educators' Proceedings of the American Marketing Association - Year: 1999
►	Sponsorships in Sports Marketing: Some Propositions Academy of Marketing Science Conference - Year: 1999
►	The Nature and Scope of Service Pricing: A Propositional Inventory Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1999
►	Future Research Directions in Service Recovery Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1998
►	The Perceived Importance of Service Quality Attributes at Sporting Events Sport Marketing Special Interest Group, Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1998
►	Future Research Directions in Service Recovery Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1998
►	The Perceived Importance of Service Quality Attributes at Sporting Events Sport Marketing Special Interest Group, Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1998
►	Guidelines for Developing Retail Recovery Strategies Academy of Marketing Science Conference - Year: 1996
►	Postmodernism and the Partial Employee: A Comprehensive Service Management Framework Academy of Marketing Science Conference - Year: 1996
►	Guidelines for Developing Retail Recovery Strategies Academy of Marketing Science Conference - Year: 1996
►	Postmodernism and the Partial Employee: A Comprehensive Service Management Framework Academy of Marketing Science Conference - Year: 1996
►	Customer Defection Analysis: A Critical Incident Approach Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1995
►	Customer Orientation, Ethical Profiles, and Buyer/Seller Relationships Winter Marketing Educators' Proceedings of the American Marketing Association - Year: 1995
►	Customer Defection Analysis: A Critical Incident Approach Summer Marketing Educators' Proceedings of the American Marketing Association - Year: 1995
►	Customer Orientation, Ethical Profiles, and Buyer/Seller Relationships Winter Marketing Educators' Proceedings of the American Marketing Association - Year: 1995
►	Restaurant Service Failure and Recovery Analysis Academy of Marketing Science Conference - Year: 1994
►	The Influence of Service Provider Mood States on Prosocial Behaviors and Service Quality Assessments Winter Marketing Educators' Proceedings of the American Marketing Association - Year: 1994
►	Restaurant Service Failure and Recovery Analysis Academy of Marketing Science Conference - Year: 1994
►	The Influence of Service Provider Mood States on Prosocial Behaviors and Service Quality Assessments Winter Marketing Educators' Proceedings of the American Marketing Association - Year: 1994
►	The Education Service Encounter: The Role of the Professor in Student Socialization Southern Marketing Association - Year: 1990
►	The Education Service Encounter: The Role of the Professor in Student Socialization Southern Marketing Association - Year: 1990
►	A Demonstration of Generalizability Theory Procedures Through the Assessment of the Psychometric Properties of the SOCO Scale Southern Marketing Association - Year: 1988
►	A Demonstration of Generalizability Theory Procedures Through the Assessment of the Psychometric Properties of the SOCO Scale Southern Marketing Association - Year: 1988
►	A Model for Evaluating the Profitability and Incremental Revenue Gain of Bundling as a Promotional Device Southern Marketing Association - Year: 1986
►	Identifying Competitive Boundaries: An Analysis of the Impact of Competitive Situations on Consumer's Perceptions of Retail Stores Academy of Marketing Science - Year: 1986
►	A Model for Evaluating the Profitability and Incremental Revenue Gain of Bundling as a Promotional Device Southern Marketing Association - Year: 1986
►	Identifying Competitive Boundaries: An Analysis of the Impact of Competitive Situations on Consumer's Perceptions of Retail Stores Academy of Marketing Science - Year: 1986
►	An Investigation of the Impact of Marketing Strategies in Determining Retail Profit Performance Southern Marketing Association - Year: 1985
►	Promotional Media Usage Patterns Among Women: Occupational and Marital Status Differences Southern Marketing Association - Year: 1985
►	An Investigation of the Impact of Marketing Strategies in Determining Retail Profit Performance Southern Marketing Association - Year: 1985
►	Promotional Media Usage Patterns Among Women: Occupational and Marital Status Differences Southern Marketing Association - Year: 1985

Books and Book Chapters (2):

►	Sport Fanatics: An In Depth Look at Wildcat Mania, In Publisher: Lawrence Erlbaum - Year: 1993 Volume: Sports Marketing and the Psychology of Marketing Communication
►	Sport Fanatics: An In Depth Look at Wildcat Mania, In Sports Marketing and the Psychology of Marketing Communication Publisher: Lawrence Erlbaum - Year: 1993

Presentations (35):

►	"" , Presentation at the U. S. Sports Congress (contact Lou Mengsol) Location: Savanah , GA Year: 2008 Presenter(s): Scott Kelley
►	"Have I Got a Story For You ...: Using Storytelling to Influence, Sell, Create and Change" Location: Vail , CO Year: 2006 Presenter(s): Scott Kelley
►	"Have I Got a Story For You ...: Using Storytelling to Influence, Sell, Create and Change" , Presentation at the Illinois Sport Congress Location: Vail , CO Year: 2006 Presenter(s): Scott W. Kelley
►	"Merging the role of nurse practitioner and public health nursing in a women's substance abuse program" , Presentation at the American Public Health Association Location: Philadelphia , PA Year: 2005 Presenter(s): Scott Kelley, Debra G. Anderson
►	"Half Empty or Half Full: The Role of Optimism in Service Delivery" Location: College Park , MD Year: 2003 Presenter(s): Jody L. Crosno, Scott Kelley
►	"Half Empty or Half Full: The Role of Optimism in Service Delivery" , Presentation at the Frontiers in Services Conference Location: College Park , MD Year: 2003 Presenter(s): Jody L. Crosno, Scott W. Kelley
►	"Analyzing the Relationship Between Ad Content and the Effectiveness of Super Bowl Commercials" Location: Lexington , KY Year: 2002 Presenter(s): L W. Turley, Scott Kelley
►	"The Impact of Rapport-Building Critical Incidents on Service Customers: An Exploratory Study" Location: Maastricht Year: 2002 Presenter(s): Dwayne Gremler, Scott Kelley, Shannon Rinaldo
►	"Analyzing the Relationship Between Ad Content and the Effectiveness of Super Bowl Commercials" , Presentation at the AMA Faculty Consortium on Sports Marketing Location: Lexington , KY Year: 2002 Presenter(s): L W. Turley, Scott W. Kelley
►	"The Impact of Rapport-Building Critical Incidents on Service Customers: An Exploratory Study" , Presentation at the Frontiers in Services Conference Location: Maastricht Year: 2002 Presenter(s): Dwayne Gremler, Scott W. Kelley, Shannon Rinaldo
►	"Sports Marketing: Services Marketing Twenty Years Later?" Location: San Diego , CA Year: 2001 Presenter(s): Scott Kelley
►	"A Typology of E-Commerce Retail Failures and Recoveries: A Examination of Magnitude of Failure, Loyalty and Satisfaction" Location: College Park , MD Year: 2001 Presenter(s): Lukas P. Forbes, Scott Kelley
►	"The State of Services Marketing Research" Location: Bethesda , MD Year: 2001 Presenter(s): Scott Kelley
►	"A Typology of E-Commerce Retail Failures and Recoveries: A Examination of Magnitude of Failure, Loyalty and Satisfaction" , Presentation at the Frontiers in Services Conference Location: College Park , MD Year: 2001 Presenter(s): Lukas P. Forbes, Scott W. Kelly
►	"Sports Marketing: Services Marketing Twenty Years Later?" , Presentation at the Academy of Marketing Science Location: San Diego , CA Year: 2001 Presenter(s): Scott W. Kelley
►	"The State of Services Marketing Research" , Presentation at the SERVSIG Doctoral Consortium Location: Bethesda , MD Year: 2001 Presenter(s): Scott W. Kelley
►	"Sports Marketing: Services Marketing Twenty Years Later?" Location: Orlando , FL Year: 2000 Presenter(s): Scott Kelley
►	"Sports Marketing: Services Marketing Twenty Years Later?" , Presentation at the Society for Marketing Advances Location: Orlando , FL Year: 2000 Presenter(s): Scott W. Kelley
►	"A Critical Incident Analysis of Customer Perceived Justice Needs" Location: Nashville , TN Year: 1999 Presenter(s): Beth C. Chung, K D. Hoffman, Scott Kelley
►	"A Critical Incident Analysis of Customer Perceived Justice Needs" , Presentation at the Frontiers in Services Conference Location: Nashville , TN Year: 1999 Presenter(s): Beth C. Chung, K D. Hoffman, Scott W. Kelley
►	"Sport Fanatics: An In Depth Look at Wildcat Mania" Location: Portland , OR Year: 1998 Presenter(s): Scott Kelley, Kelly Tepper
►	"Customer Perceptions of Service Quality Attributes at Sporting Events" Location: New Orleans , LA Year: 1998 Presenter(s): Scott Kelley, L W. Turley
►	"Customer Perceptions of Service Quality Attributes at Sporting Events" , Presentation at the Southern Marketing Association Retail Strategy and Consumer Decision Research Seminar Location: New Orleans , LA Year: 1998 Presenter(s): Scott W. Kelley, L W. Turley
►	"Sport Fanatics: An In Depth Look at Wildcat Mania" , Presentation at the Annual Advertising and Consumer Psychology Conference Location: Portland , OR Year: 1998 Presenter(s): Scott W. Kelley, Kelly Tepper
►	"The Influence of Positive Mood States on Service Provider and Customer Perceptions of Prosocial Behaviors and Service Quality" Location: Hilton Head , SC Year: 1996 Presenter(s): Scott Kelley, K D. Hoffman
►	"Women counselor educators: Shaping new professional identities in contemporary academia" Location: Pittsburgh , PA Year: 1996 Presenter(s): C. G. Dixon, Scott Kelley, Sonja Feist Price
►	"The Influence of Positive Mood States on Service Provider and Customer Perceptions of Prosocial Behaviors and Service Quality" , Presentation at the Special Session on Moods and the Service Experience, American Marketing Association Winter Educators' Meetings Location: Hilton Head , SC Year: 1996 Presenter(s): Scott W. Kelley, K D. Hoffman
►	"Service Failure and Recovery: Research Issues in Customer Retention" Location: San Diego , CA Year: 1995 Presenter(s): K D. Hoffman, Scott Kelley
►	"Service Failure and Recovery: Research Issues in Customer Retention" , Presentation at the Special Session on Customer Retention as Marketing Strategy, American Marketing Association Winter Educators' Meetings Location: San Diego , CA Year: 1995 Presenter(s): K D. Hoffman, Scott W. Kelley
►	"A Typology of Service Failures and Service Recoveries" Location: Nashville , TN Year: 1992 Presenter(s): Scott Kelley, K D. Hoffman, Mark A. Davis
►	"A Typology of Service Failures and Service Recoveries" , Presentation at the Frontiers in Services Conference Location: Nashville , TN Year: 1992 Presenter(s): Scott W. Kelley, K D. Hoffman, Mark A. Davis
►	"Special Session on Services Marketing" Location: Orlando , FL Year: 1991 Presenter(s): Scott Kelley
►	"Special Session on Services Marketing" , Presentation at the American Marketing Association Winter Educators' Meetings Location: Orlando , FL Year: 1991 Presenter(s): Scott W. Kelley
►	"Surviving the Publishing Process" Location: Nashville , TN Year: 1989 Presenter(s): Scott Kelley
►	"Surviving the Publishing Process" , Presentation at the SERVSIG Doctoral Consortium Location: Nashville , TN Year: 1989 Presenter(s): Scott W. Kelley

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