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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 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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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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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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2026 Journal Article What can service research contribute to better understand B2B: Editorial for the special issue "Service Research in Business-to-Business Marketing"Zaki, Mohamed, Gustafsson, Anders, McColl-Kennedy, Janet and Witell, Lars (2026). What can service research contribute to better understand B2B: Editorial for the special issue "Service Research in Business-to-Business Marketing". Journal of Business Research, 207 116015, 116015. doi: 10.1016/j.jbusres.2026.116015 |
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2026 Journal Article Economic valuation of psychological processes: examining healthcare decision-making in chronic disease managementTabaei-Aghdaei, Zahra S., Coote, Leonard V., McColl-Kennedy, Janet R. and Erdem, Seda (2026). Economic valuation of psychological processes: examining healthcare decision-making in chronic disease management. Acta Psychologica, 263 106394, 106394. doi: 10.1016/j.actpsy.2026.106394 |
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2026 Journal Article Addressing vulnerability in customer experience with AI-agentsJha, Gautam, Wright, Jesse, Singhal, Aishwarya, Zhang, Yaofu, Burton, Jamie and McColl-Kennedy, Janet R. (2026). Addressing vulnerability in customer experience with AI-agents. Journal of Service Management, 1-33. doi: 10.1108/josm-04-2025-0182 |
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2025 Journal Article Digital twins: a game changer in customer experienceMcColl-Kennedy, Janet R., Zaki, Mohamed, Andreassen, Tor W., Coote, Leonard V., Brea, Edgar, Willer, Fiona and Andrade, Joel (2025). Digital twins: a game changer in customer experience. Journal of Service Management. doi: 10.1108/josm-12-2024-0540 |
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2025 Journal Article Patient-centered care in practice: hospital and online primary care settingsMcColl-Kennedy, Janet R., Witell, Lars, Frow, Pennie, Cheung, Lilliemay, Payne, Adrian and Govind, Rahul (2025). Patient-centered care in practice: hospital and online primary care settings. Journal of Services Marketing, 39 (10), 15-31. doi: 10.1108/JSM-07-2024-0353 |
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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 |
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2009 Journal Article Customer rage: Triggers, tipping points, and take-outsPatterson, P. G., McColl-Kennedy, J. R., Smith, A. K. and Lu, Z. (2009). Customer rage: Triggers, tipping points, and take-outs. Harvard Business Review Case Study, Prod. #: CMR438-PDF-ENG |
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2009 Journal Article Predictors of customer service training in hospitality firmsButcher, K., Sparks, B. and McColl-Kennedy, J. (2009). Predictors of customer service training in hospitality firms. International Journal of Hospitality Management, 28 (3), 389-396. doi: 10.1016/j.ijhm.2008.10.004 |
