Academic Research

Published Research by Topic
Firm Reputation & Service Failure

Hess, Ronald L. "The Impact of Firm Reputation and Failure Severity on Customers' Responses to Service Failures," Journal of Services Marketing.

Complaint Handling & Justice

Ambrose, Maureen L., Ronald L. Hess, and Shankar Ganesan (2007), "The Relationship Between Justice and Attitudes: An Examination of Justice Effects on Event and System-related Attitudes," Organizational Behavior and Human Decision Processes, 103, 21-36.

Employee-Related Failure

Hess, Ronald L., Shankar Ganesan, and Noreen M. Klein (2007), "Interactional Service Failures in a Pseudorelationship: The Role of Organizational Attributions," forthcoming, Journal of Retailing: Special Issue on Competing Through Service, 83 (1).

Customer Loyalty& Service Failure

Hess, Ronald L., Shankar Ganesan and Noreen M. Klein (2003), "Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction," Journal of the Academy of Marketing Science, 31 (Spring), 127-145.

Commitment & Trust (B2B)

Ganesan, Shankar and Ronald L. Hess (1997), "Dimensions and Levels of Trust: Implications for Commitment to a Relationship," Marketing Letters, 8 (4), 439-448.

Service Failure & Satisfaction

Hess, Ronald L. and Shankar Ganesan (1997), "The Impact of Service Recovery on Customer Satisfaction," in AMA Winter Educators' Conference Proceedings, Debbie Thorne LeClair and Michael Hartline, eds., St. Petersburg, FL: American Marketing Association, 311-319.

CAM Development at W&M

Olver, James and Ronald L. Hess (2005), "A New ‘Product Development' Process: William and Mary's Experiment in MBA Development," International Journal of College Teaching Methods and Styles, 1 (3), 131-145.

GIS & Marketing Research

Hess, Ronald L., Lawrence A. West, and Ronald S. Rubin (2004), "Graphical Information Systems as a Marketing Information Technology," Decision Support Systems, 38 (2), 197-212.

Customers & Internet Security

Cook, Donald L. and Ronald L. Hess (1995), "Internet Security: The Last Barrier to Interactive Commerce?," in COTIM-95 Communications and Technology in Marketing Proceedings, Ruby Dholakia and David Fortin, eds., Kingston, RI: University of Rhode Island.

Funded Research & Research Grants
The College of William & Mary, Mason School of Business, Faculty Summer Research Grant, Summer 2007

Awarded a competitive research grant from The Mason School of Business at William & Mary for the manuscript entitled: "The Effect of Justice Orientation on the Behaviors of Front-line Service Employees."

The College of William & Mary, Mason School of Business, Faculty Summer Research Grant, Summer 2006

Awarded a competitive research grant from The Mason School of Business at William & Mary for the manuscript entitled: "Who is to Blame? The Effects of Store Image and Product Branding on the Assignment of Responsibility for Failures Involving Multiple Firms."

The College of William & Mary, Mason School of Business, Faculty Summer Research Grant, Summer 2005

Awarded a competitive research grant from The Mason School of Business at William & Mary for the manuscript entitled: "The Relationship between Justice and Attitudes: An Examination of Justice Effects on Event and System-related Attitudes."

The College of William & Mary, University Faculty Summer Research Grant, Summer 2004

Awarded a university-wide, competitive research grant from William & Mary for the manuscript entitled: "Make-or-Buy Decisions Involving Consumer Services."

The College of William & Mary, University Faculty Summer Research Grant, Summer 2003

Awarded a university-wide, competitive research grant from William & Mary for the manuscript entitled: "Interactional Service Failures in a Pseudorelationship: The Role of Organizational and Employee Attributions."

The College of William & Mary, University Faculty Summer Research Grant, Summer 2003

Awarded a university-wide, competitive research grant from William & Mary for the manuscript entitled: "Making Sense of Customers' Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Long-term Outcomes."

University of Central Florida, Academic Research Grant, Summer 2001

Awarded a university-wide, competitive summer research grant with co-author Maureen L. Ambrose from the University of Central Florida.

University of Central Florida, Faculty Summer Development Institute Competitive Fellowship, Summer 2000

Selected to attend a one week program for curriculum enhancement and technology integration for a new electronic commerce marketing class.

Presentations at Workshops, Conferences, and Professional Meetings

Hess, Ronald L., Margaret G. Meloy, and William T. Ross, "Who is to Blame? The Effects of Store Image and Product Branding on the Assignment of Responsibility for Failures Involving Multiple Firms," Academy of Marketing Science Annual Conference, San Antonio, TX, May 2006.

Hess, Ronald L. and Maureen L. Ambrose, "The Four Factor Model in Customer Complaint Handling: The Differential Effects of Justice on Affective and Behavioral Responses," International Business and Economic Conference, Honolulu, HI, January 2005.

Olver, James and Ronald L. Hess, "A New "Product Development" Process: William and Mary's Experiment in MBA Development," The International College Teaching Methods and Styles Conference, Reno, NV, September 2004. (Best Paper Award).

Hess, Ronald L. and Maureen L. Ambrose, "Making Sense of Customers' Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Long-term Outcomes," AMA Winter Educators' Conference, Austin, TX, February 2002.

Ambrose, Maureen L. and Ronald L. Hess, "Making Sense of Customers' Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Long-term Outcomes," International Justice Roundtable Conference, Denver, CO, March 2001.

Hess, Ronald L. and Maureen L. Ambrose, "Making Sense of Customers' Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Long-term Outcomes," Invited Presentation at the University of Central Florida Research Symposium, Orlando, FL, April 2001.

Hess, Ronald L., "The Development of Relational Commitment: An Integrative Review and Extension to a Services Context," AMA Winter Educators' Conference, St. Petersburg, FL, February 1997.

Hess, Ronald L. and Shankar Ganesan, "The Impact of Service Recovery on Customer Satisfaction," AMA Winter Educators' Conference, St. Petersburg, FL, February 1997.

Ganesan, Shankar and Ronald L. Hess, "Safeguarding Human Capital Through Dependence Balancing Strategies: A Conceptual Framework," INFORMS Marketing Science Conference, Gainesville, FL, March 1996.

Williamsburg Rotary Club, Kingsmill Resort and Conference Center, Williamsburg, VA, Spring 2003

Academic Reviewing Activities

Journal of the Academy of Marketing Science

Journal of Personal Selling & Sales Management

Journal of Business Research

Journal of Consumer Behavior

ACR Academy of Consumer Research (2007)

AMS Academy of Marketing Science (2005)

AMS Academy of Marketing Science (2004)

SMA Educators' Conference (2003)

AMS Educators' Conference (2003)

AMA Summer Educators' Conference (2003)

AMA Summer Educators' Conference (2001)

AMA Winter Educators' Conference (1999)

Society of Consumer Psychology Conference (1999)

Conference Session Chair, AMA Summer Educators' Conference (2001)