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2010 Journal Article Opportunistic customer claiming during service recoveryWirtz, Jochen and McColl-Kennedy, Janet R. (2010). Opportunistic customer claiming during service recovery. Journal of The Academy of Marketing Science, 38 (5), 654-675. doi: 10.1007/s11747-009-0177-6 |
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2009 Journal Article Customer rage: Triggers, tipping points, and take-outsPatterson, Paul G., McColl-Kennedy, Janet R., Smith, Amy K. and Lu, Zhi (2009). Customer rage: Triggers, tipping points, and take-outs. California Management Review, 52 (1), 6-28. doi: 10.1525/cmr.2009.52.1.6 |
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2009 Journal Article Customer rage episodes: Emotions, expressions and behaviorsMcColl-Kennedy, Janet R., Patterson, Paul G., Smith, Amy K. and Brady, Michael K. (2009). Customer rage episodes: Emotions, expressions and behaviors. Journal of Retailing, 85 (2), 222-237. doi: 10.1016/j.jretai.2009.04.002 |
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2008 Journal Article Who wants a relationship anyway? Conditions when consumers expect a relationship with their service providerDanaher, P. J., Conroy, D. M. and McColl-Kennedy, J. R. (2008). Who wants a relationship anyway? Conditions when consumers expect a relationship with their service provider. Journal of Service Research, 11 (1), 43-62. doi: 10.1177/1094670508319095 |
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2005 Journal Article Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitmentMcColl-Kennedy, Janet R. and Anderson, Ronald D. (2005). Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitment. Journal of Business Research, 58 (2), 115-125. doi: 10.1016/S0148-2963(03)00112-7 |
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2005 Journal Article Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314RBennett, R., Hartel, C. E. J. and McColl-Kennedy, J. R. (2005). Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R. Industrial Marketing Management, 34 (1), 97-107. doi: 10.1016/j.indmarman.2004.08.003 |
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2004 Journal Article Perceptions of marketing journals by senior academics in Australia and New ZealandSullivan Mort, G., McColl-Kennedy, J. R., Kiel, G. C. and Soutar, G. N. (2004). Perceptions of marketing journals by senior academics in Australia and New Zealand. Australasian Marketing Journal, 12 (2), 51-61. |
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2003 Journal Article Social-servicescape conceptual modelTombs, Alastair and McColl-Kennedy, Janet R. (2003). Social-servicescape conceptual model. Marketing Theory, 3 (4), 447-475. doi: 10.1177/1470593103040785 |
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2003 Journal Article The relationship between Internet use and perceived performance in retail and professional service firmsDrennan, Judy and McColl-Kennedy, Janet R. (2003). The relationship between Internet use and perceived performance in retail and professional service firms. Journal of Services Marketing, 17 (3), 295-311. doi: 10.1108/08876040310474837 |
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2003 Journal Article Application of fairness theory to service failures and service recoveryMcColl-Kennedy, J. R. and Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5 (3), 251-266. doi: 10.1177/1094670502238918 |
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2003 Journal Article The role of gender in reactions to service failure and recoveryMcColl-Kennedy, J. R., Daus, C. S. and Sparks, B. A. (2003). The role of gender in reactions to service failure and recovery. Journal of Service Research, 6 (1), 66-82. doi: 10.1177/1094670503254286 |
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2003 Journal Article The relationship between internet use and perceived performance in retail and professional service firmsDrennan, J. C. and McColl-Kennedy, J. R. (2003). The relationship between internet use and perceived performance in retail and professional service firms. Journal of Services Marketing, 17 (3), 295-309. |
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2002 Journal Article Impact of leadership style and emotions on subordinate performanceMcColl-Kennedy, J. R. and Anderson, R. D. (2002). Impact of leadership style and emotions on subordinate performance. Leadership Quarterly, 13 (5), 545-559. doi: 10.1016/S1048-9843(02)00143-1 |
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2001 Journal Article Service recovery process: Justice strategy options for increased customer satisactionSparks, B. A. and McColl-Kennedy, Janet R. (2001). Service recovery process: Justice strategy options for increased customer satisaction. Journal of Business Research, 54 (3), 209-218. doi: 10.1016/S0148-2963(00)00120-X |
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2001 Journal Article An empirical examination of the involvement of external search relationship in services marketingMcColl-Kennedy, J. R. and Fetter, R. E. (2001). An empirical examination of the involvement of external search relationship in services marketing. Journal of Services Marketing, 15 (2), 82-98. doi: 10.1108/08876040110381337 |
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2015 Journal Article Organizational strategies for filling the customer can-do/must-do gapFord, Robert C and McColl-Kennedy, Janet R (2015). Organizational strategies for filling the customer can-do/must-do gap. Business Horizons, 58 (4), 459-468. doi: 10.1016/j.bushor.2015.03.010 |
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2012 Journal Article Engaging Public Sector Clients: From Service-Delivery to Co-productionMcColl-Kennedy, Janet R. (2012). Engaging Public Sector Clients: From Service-Delivery to Co-production. Australian Journal of Public Administration, 71 (1), 94-96. doi: 10.1111/j.1467-8500.2012.00752_2.x |
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2010 Journal Article Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US"Brodie, Roderick J. and McColl-Kennedy, Janet R. (2010). Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US". Australasian Marketing Journal, 18 (3), 159-160. doi: 10.1016/j.ausmj.2010.05.004 |
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2010 Journal Article Social and spatial influence of customers on other customers in the social-servicescapeTombs, Alastair G. and McColl-Kennedy, Janet R. (2010). Social and spatial influence of customers on other customers in the social-servicescape. Australasian Marketing Journal, 18 (3), 120-131. doi: 10.1016/j.ausmj.2010.04.001 |
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2010 Journal Article How professional service firms compete in the market: An exploratory studyAmonini, Claudia, McColl-Kennedy, Janet R., Soutar, Geoffrey N. and Sweeney, Jillian C. (2010). How professional service firms compete in the market: An exploratory study. Journal of Marketing Management, 26 (1/2), 28-55. doi: 10.1080/02672570903534662 |
