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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:  
Gatton 100 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 (83):
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: 42  Issue: 5  Page Number(s): 877-887
Fundamentals of Service Lines and the Necessity of Physician Leaders
Surgical Innovation - Year: 2006
Volume: 13  Issue: 2  Page Number(s): 136-144
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
Transforming Sales Organizations Through Appreciative Inquiry
Psychology & Marketing - Year: 2006
Volume: 23  Issue: 2  Page Number(s): 77-93
A Marketing Oriented Perspective on Physician Selection
Surgical Innovation - Year: 2005
Typologies of E-Commerce Retail Failures and Recovery Strategies
Journal of Services Marketing - Year: 2005
Volume: 19  Issue: 5  Page Number(s): 280-292
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: 26  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: Spring  Page Number(s): 128-142
An Investigation of Positive Affect, Prosocial Behaviors and Service Quality
Journal Of Retailing - Year: 1997
Volume: 73  Page Number(s): 407-427
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
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
Organizational Determinants of Service Employees' Exercise of Routine, Creative, and Deviant Discretion
Journal Of Retailing - Year: 1996
Volume: 72  Page Number(s): 135-157
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
Tracking Service Failures and Employee Recovery Efforts
Journal of Services Marketing - Year: 1995
Volume: 9  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: 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
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
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
Antecedents to Customer Expectations For Service Recovery
Journal Of The Academy Of Marketing Science - Year: 1994
Volume: 22  Page Number(s): 52-61
Discretion Among Service Employees
Journal Of Retailing - Year: 1993
Volume: 69  Page Number(s): 104-126
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
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
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
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: 11  Page Number(s): 55-65
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
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
A Marketing Oriented Perspective on Physician Selection
Surgical Innovation - Year:
Typologies of E-Commerce Retail Failures and Recovery Strategies
Journal of Services Marketing - Year:
Volume: 19  Issue: 5  Page Number(s): 280-292
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
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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