| Service failure and recovery: The impact of relationship factors on customer satisfaction RL Hess Jr, S Ganesan, NM Klein Journal of the academy of marketing science 31 (2), 127-145, 2003 | 1402 | 2003 |
| Dimensions and Levels of Trust: Implications for Commitment to a Relationship hankar Ganesan, R Hess Marketing Letters 8 (4), 439-448, 1997 | 1102 | 1997 |
| The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes M Ambrose, R Hess, S Ganesan Organizational Behavior and Human Decision Processes 103 (1), 21-36, 2007 | 403 | 2007 |
| The impact of firm reputation and failure severity on customers' responses to service failures RL Hess Jr Journal of Services Marketing 22 (5), 385-398, 2008 | 320 | 2008 |
| Interactional service failures in a pseudorelationship: The role of organizational attributions RL Hess Jr, S Ganesan, NM Klein Journal of Retailing 83 (1), 79-95, 2007 | 188 | 2007 |
| Geographic information systems as a marketing information system technology RL Hess, RS Rubin, LA West Jr Decision Support Systems 38 (2), 197-212, 2004 | 155 | 2004 |
| Can I help you? Employee prosocial rule breaking as a response to organizational mistreatment of customers ML Ambrose, R Taylor, RL Hess Jr Mistreatment in organizations, 1-31, 2015 | 36 | 2015 |
| Omnichannel promotions and their effect on customer satisfaction A Blom, F Lange, RL Hess European Journal of Marketing 55 (13), 177-201, 2021 | 31 | 2021 |
| The four factor model of justice: An application to customer complaint handling RL Hess, M Ambrose 9th International Business and Economy Conference, 1-14, 2010 | 19 | 2010 |
| The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations RL Hess, L Ring Service Business 10, 319-343, 2016 | 17 | 2016 |
| Off-price versus price-off: use of discriminant analysis to identify competitive differences across retail formats R L. Hess Jr, L Ring International Journal of Retail & Distribution Management 42 (10), 902-928, 2014 | 12 | 2014 |
| The effects of employee-initiated peripheral service failures on customers' satisfaction with the service organization RL Hess Jr Virginia Polytechnic Institute and State University, 1999 | 11 | 1999 |
| J r, Ganesan, S. and Klein, NM (2003),“ RL Hess Service failure and recovery: the impact of relationship factors on customer …, 0 | 7 | |
| The Impact of Service Recovery on Customer Satisfaction R Hess, S Ganesan Proceedings of the American Marketing Association, 54-62, 1997 | 3 | 1997 |
| Failure and complaint handling in marketing: An organizational justice perspective RL Hess, J Olver | 1 | 2015 |
| Failures, losses, and fairness: the customer’s perspective RL Hess Jr Managerial Ethics, 171-194, 2011 | 1 | 2011 |
| Making sense of customers' responses to organizational complaint handling: The effects of justice on short-term and long-term outcomes RL Hess Jr, M Ambrose American Marketing Association. Conference Proceedings 13, 158, 2002 | 1 | 2002 |
| Do Retailers Get Blamed When Manufacturer Brands Fail? Measurement of Multiloci Attributions and Spillover Effects F Germann, RL Hess, MG Meloy Marketing Accountability for Marketing and Non-marketing Outcomes 18, 111-128, 2021 | | 2021 |
| Who is to Blame? The Effects of Store Image and Product Branding on the Assignment of Responsibility for Failures Involving Multiple Firms RL Hess, MT Meloy, WT Ross Revolution in Marketing: Market Driving Changes: Proceedings of the 2006 …, 2015 | | 2015 |
| Ambrose, Maureen, 21 L Ariss, L Babcock, P Bamberger, MR Baumann, JN Bearden, M Belliveau, ... Organizational Behavior and Human Decision Processes 103, 291, 2007 | | 2007 |
