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2019 Book Chapter From whence to where in service science: a perspective on the fieldMcColl-Kennedy, Janet R. (2019). From whence to where in service science: a perspective on the field. Handbook of service science, volume II. (pp. 729-742) edited by Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, Kelly Lyons, Lia Patrício and Yuriko Sawatani. Cham, Switzerland: Springer International Publishing. doi: 10.1007/978-3-319-98512-1_32 |
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2018 Book Chapter Value cocreation: conceptualizations, origins, and developmentsMcColl-Kennedy, Janet and Cheung, Lilliemay (2018). Value cocreation: conceptualizations, origins, and developments. The Sage handbook of service-dominant logic. (pp. 62-79) edited by Stephen L. Vargo and Robert F. Lusch. London: Sage Publications. |
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2015 Book Chapter Best-worst scaling: An alternative to ratings dataSoutar, Geoffrey N., Sweeney, Jillian C. and McColl-Kennedy, Janet R. (2015). Best-worst scaling: An alternative to ratings data. Best-worst scaling: theory, methods and applications. (pp. 177-188) edited by Jordan J. Louviere, Terry N. Flynn and A.A.J. Marley. Cambridge, United Kingdom: Cambridge University Press. doi: 10.1017/CBO9781107337855.010 |
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2022 Book Chapter Measuring and managing customer experience (CX): What works and what doesn’tMcColl-Kennedy, Janet R. and Zaki, Mohamed (2022). Measuring and managing customer experience (CX): What works and what doesn’t. The Palgrave Handbook of Service Management. (pp. 729-744) edited by Bo Edvardsson and Bård Tronvoll. Cham, Switzerland: Palgrave Macmillan. doi: 10.1007/978-3-030-91828-6_35 |
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2013 Book Chapter Global perspectives on service: service research in AustraliaMcColl-Kennedy, Janet R. (2013). Global perspectives on service: service research in Australia. Serving Customers: Global Services Marketing Perspectives. (pp. 317-319) edited by Raymond P. Fisk, Rebekah Russell-Bennett and Lloyd C. Harris. Prahran, VIC, Australia: Tilde Publishing and Distribution. |
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2010 Book Chapter Service encounter needs theory: a dyadic, psychosocial approach to understanding service encountersBradley, Graham L., McColl-Kennedy, Janet R., Sparks, Beverley A., Jimmieson, Nerina L. and Zapf, Dieter (2010). Service encounter needs theory: a dyadic, psychosocial approach to understanding service encounters. Emotions and organizational dynamism. (pp. 221-258) edited by Wilfred J. Zerbe, Charmine E. J. Hartel and Neal M. Ashkanasy. Bingley, United Kingdom: Emerald Group Publishing. doi: 10.1108/S1746-9791(2010)0000006013 |
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2006 Book Chapter Customer emotions in service failure and recovery encountersMcColl-Kennedy, Janet R. and Smith, Amy K. (2006). Customer emotions in service failure and recovery encounters. Individual and organizational perspectives on emotion management and display. (pp. 243-275) edited by Wilfred J. Zerbe, Neal M. Ashkanasy and Charmine E.J. Härtel. Bingley, United Kingdom: Emerald Group Publishing. doi: 10.1016/S1746-9791(06)02010-4 |
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2006 Book Chapter Australia: Changing consumer behavior and marketingMcColl-Kennedy, J. R., Rundle-Thiele, S. and Ward, S. (2006). Australia: Changing consumer behavior and marketing. Handbook of Markets and Economies: East Asia, South-East Asia, Australia, New Zealand. (pp. 23-46) edited by A. Pecotich and C. J. Schultz II. Armonk, New York: M. E. Sharpe. |
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2003 Book Chapter Introduction to servicesMcColl-Kennedy, J. R. (2003). Introduction to services. Services marketing: A managerial approach. (pp. 2-22) edited by J. R. McColl-Kennedy. Brisbane, Australia: John Wiley & Sons. |
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2003 Book Chapter Service RecoveryMcColl-Kennedy, J. R. (2003). Service Recovery. Services marketing: A managerial approach. (pp. 330-356) edited by J. R. McColl-Kennedy. Brisbane, Australia: John Wiley & Sons. |
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1998 Book Chapter Australia: Changing consumer behaviourMcColl-Kennedy, Janet R. (1998). Australia: Changing consumer behaviour. Marketing and consumer behavior in East and South-east Asia. (pp. 25-62) edited by Anthony Pecotich and Clifford J. Schultz II. Sydney: McGraw-Hill. |
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1994 Book Chapter Consumer involvement in services: An international evaluationDahringer, Lee D., Frame, Charles D., Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1994). Consumer involvement in services: An international evaluation. Globalization of consumer markets: Structures and strategies. (pp. 143-156) edited by Salah S. Hassan and Erdener Kaynak. New York: International Business Press. |
