Shirley Taylor

Queen's University — Canada

Business, Management and Accounting · Social Sciences

22h-index17.9kcitations44works0.02yr avg
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Research Topics

Customer Service Quality and Loyalty(22), Consumer Behavior in Brand Consumption and Identification(10), Psychology of Social Influence(10), Consumer Retail Behavior Studies(8), Technology Adoption and User Behaviour(7)

Publications44 total

Dissatisfaction and violation: two distinct consequences of the wait experience
Journal of Service Theory and Practice·2015· 38 cited
Beyond Service Quality and Customer Satisfaction: Investigating additional Antecedents of Service Provider Switching Intentions
Developments in marketing science: proceedings of the Academy of Marketing Science·2014· 19 cited
Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions
Developments in marketing science: proceedings of the Academy of Marketing Science·2014· 55 cited
The Nature and Dimensionality of the Commitment Construct: Does To Whom or To What We Are Committed Matter?
Developments in marketing science: proceedings of the Academy of Marketing Science·2014· 3 cited
Targets of Commitment in Service Provider-Consumer Relationships
Developments in marketing science: proceedings of the Academy of Marketing Science·2014
The Effect Of Cultural Differences On The Development Of Trust And Commitment In International Agency Relationships: Some Propositions
Developments in marketing science: proceedings of the Academy of Marketing Science·2014· 1 cited
Success 365: 365 great ideas for personal development and achieving greater success
CERN Document Server (European Organization for Nuclear Research)·2012
Waiting for Service: Perceptions Management of the Wait Experience
2012· 21 cited
Service loyalty: accounting for social capital
Journal of Services Marketing·2012· 79 cited
Model business letters, emails and other business documents
2012· 13 cited
Magical Thinking and Consumer Coping
Journal of Consumer Research·2011· 102 cited
Relational Damage and Relationship Repair
Journal of Service Research·2011· 33 cited
Waiting for service : consumer views of the aversiveness and duration of waiting, and resulting impact on specific and global service evaluations
Open Collections·2011· 2 citedOpen Access
Service customer commitment and response
Journal of Services Marketing·2010· 110 cited
Communication: Your Key to Success: Unlock the Secrets That Will Increase Productivity and Propel You to a Brighter, More Fulfilling Future
CERN Document Server (European Organization for Nuclear Research)·2009
E-Mail Etiquette
2009
Targets of commitment in service provider‐consumer relationships: a prototyping study
Qualitative Market Research An International Journal·2009· 18 cited
E-Mail Etiquette : A Fresh look at dealing effectively with e-mail, developing great style, and writing clear, concise messages
2009· 2 cited
Commitment to a friend, a service provider, or a service company—are they distinctions worth making?
Journal of the Academy of Marketing Science·2008· 121 cited
The conceptual domain of service loyalty: how many dimensions?
Journal of Services Marketing·2007· 344 cited
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Frequent Co-authors

Harvir S. Bansal(7), Tim Jones(7), Peter Todd(6), Gordon Fullerton(3), Peggy Cunningham(2), Pauline Irving(1), Gavin L. Fox(1), Leandre R. Fabrigar(1), Yannik St. James(1), Jay M. Handelman(1), Peter A. Dacin(1), Yannik St‐James(1), Tomos Siôn Jones(1), Jill Forbes(1), David S. Tse(1), Rajesh Chandy(1), Christian Homburg(1), Debbie MacInnis(1), Scott MacKenzie(1), Cheryl Nakata(1)