Deborah L. Kellogg

University of Denver — United States

Business, Management and Accounting · Social Sciences

10h-index1.4kcitations20works0.02yr avg
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Research Topics

Customer Service Quality and Loyalty(15), Technology Adoption and User Behaviour(6), Service and Product Innovation(4), Quality and Supply Management(3), Consumer Retail Behavior Studies(3)

Publications20 total

Required Collaborative Work in Online Courses: A Predictive Modeling Approach
Decision Sciences Journal of Innovative Education·2015· 6 cited
A Heuristic Text Analytic Approach for Classifying Research Articles
Intelligent Information Management·2015· 6 citedOpen Access
Apology Strategies for Informal Complaints in Service Recovery and CRM Systems
International Journal of Information Systems and Social Change·2014
A Mashup Application to Support Complex Decision Making for Retail Consumers
IGI Global eBooks·2011· 3 cited
Perceived Risk for Multiple Services in the Consumer Buying Cycle
IGI Global eBooks·2011
Perceived Risk for Multiple Services in the Consumer Buying Cycle
IGI Global eBooks·2011
A Mashup Application to Support Complex Decision Making for Retail Consumers
International Journal of Information Systems in the Service Sector·2010· 10 cited
Perceived Risk for Multiple Services in the Consumer Buying Cycle
International Journal of Information Systems in the Service Sector·2009· 2 cited
Student‐to‐Student Interaction Revisited: A Case Study of Working Adult Business Students in Online Courses*
Decision Sciences Journal of Innovative Education·2009· 68 cited
Nurse Scheduling: From Academia to Implementation or Not?
INFORMS Journal on Applied Analytics·2007· 102 cited
Revisiting customer participation in service encounters: does culture matter?
Journal of Operations Management·2002· 99 cited
A customer contact measurement model: an extension
International Journal of Service Industry Management·2000· 23 cited
HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS?
Production and Operations Management·1999· 133 cited
On the relationship between customer participation and satisfaction: two frameworks
International Journal of Service Industry Management·1997· 241 cited
The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective
Journal of Operations Management·1997· 112 cited
Service customers' quality costs: Toward understanding the customer's value chain
1996
A framework for strategic service management
Journal of Operations Management·1995· 267 cited
Constructing an Empirically Derived Measure for Customer Contact
Management Science·1995· 265 cited
Customer costs of service quality: A critical incident study
Advances in services marketing and management·1994· 16 cited
Customer costs of service quality: A critical incident study
Advances in services marketing and management·1994· 3 cited

Frequent Co-authors

William E. Youngdahl(6), Steven Walczak(4), Lawrence F. Cunningham(4), Winter Nie(3), David E. Bowen(3), James H. Gerlach(3), Michael D. Harper(3), Marlene A. Smith(2), Dawn G. Gregg(2), Richard B. Chase(1)