| An empirical investigation of customer satisfaction after service failure and recovery MA McCollough, LL Berry, MS Yadav Journal of service research 3 (2), 121-137, 2000 | 1674 | 2000 |
| The recovery paradox: an examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution based theories MA McCollough, SG Bharadwaj Marketing theory and applications 119 (3), 1992 | 410 | 1992 |
| The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes MA McCollough Journal of Hospitality & Tourism Research 24 (4), 423-447, 2000 | 221 | 2000 |
| Student satisfaction guarantees: an empirical examination of attitudes, antecedents, and consequences DD Gremler, MA McCollough Journal of Marketing Education 24 (2), 150-160, 2002 | 180 | 2002 |
| Guaranteeing student satisfaction: An exercise in treating students as customers MA McCollough, DD Gremler Journal of Marketing Education 21 (2), 118-130, 1999 | 157 | 1999 |
| Service encounter emotional value: The dyadic influence of customer and employee emotions JJ Bailey, DD Gremler, MA McCollough Services marketing quarterly 23 (1), 1-24, 2001 | 153 | 2001 |
| Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences JJ Bailey, MA McCollough Journal of professional services marketing 20 (2), 51-72, 2000 | 126 | 2000 |
| A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations MA McCollough, DD Gremler Managing Service Quality: An International Journal 14 (1), 58-74, 2004 | 119 | 2004 |
| The recovery paradox: The effect of recovery performance and service failure severity on post-recovery customer satisfaction MA McCollough Academy of Marketing Studies Journal 13 (1), 89, 2009 | 102 | 2009 |
| A conceptual framework for guaranteeing higher education JJ Lawrence, MA McCollough Quality Assurance in Education 9 (3), 139-152, 2001 | 88 | 2001 |
| The recovery paradox: a conceptual model and empirical investigation of customer satisfaction and service quality attitudes after service failure and recovery MA McCollough Texas A&M University, 1995 | 66 | 1995 |
| Implementing total quality management in the classroom by means of student satisfaction guarantees J Lawrence, M McCollough Total quality management & business excellence 15 (2), 235-254, 2004 | 54 | 2004 |
| Service guarantees: a review and explanation of their continued rarity MA McCollough Academy of Marketing Studies Journal 14 (2), 27-54, 2010 | 29 | 2010 |
| An alternative format for the elevator pitch MA McCollough, B Devezer, G Tanner The International Journal of Entrepreneurship and Innovation 17 (1), 55-64, 2016 | 26 | 2016 |
| Student Satisfaction Guarantees: An Empirical Investigation of Student and Faculty Attitudes1 MA McCollough, DD Gremler Marketing Education Review 9 (2), 53-64, 1999 | 22 | 1999 |
| The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes MA McCollough American Marketing Association. Conference Proceedings 9, 163, 1998 | 10 | 1998 |
| Integrating the marketing research and marketing strategy courses MA McCollough, SR Shook Journal of the Academy of Business Education 18, 187-200, 2017 | 5 | 2017 |
| Insatiability: the creation of customer satisfaction and dissatisfaction MA McCollough Allied Academies International Conference. Academy of Marketing Studies …, 2010 | 3 | 2010 |
| The recovery paradox: The effect of recovery performance and service failure harm on post-recovery customer satisfaction MA McCollough American Marketing Association. Conference Proceedings 12, 181, 2001 | 3 | 2001 |
| Guaranteeing student satisfaction: An attempt to walk the talk MA McCollough, DD Gremler American Marketing Association. Conference Proceedings 9, 257, 1998 | 3 | 1998 |
