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2015 Conference Publication Validating a measure of external search across service settingsMcColl-Kennedy, Janet R. and Fetter, Richard E. (2015). Validating a measure of external search across service settings. Academy of Marketing Science (AMS) Annual Conference 1997, Coral Gables, FL, United States, 28 - 31 May 1997. Cham, Switzerland: Springer Cham. doi: 10.1007/978-3-319-13141-2_108 |
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2011 Conference Publication When customer value co-creation diminishes value for other customers deliberately or inadvertentlyMcColl-Kennedy, Janet R. and Tombs, Alastair (2011). When customer value co-creation diminishes value for other customers deliberately or inadvertently. Naples Forum on Service: Service-Dominant Logic, Service Science, and Network Theory, Naples, Italy, 15-17 June 2011. Naples Forum on Service. |
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2010 Conference Publication Linking service failure types to cognitive appraisalSurachartkumtonkun, Jiraporn, Patterson, Paul G. and McColl-Kennedy, Janet R. (2010). Linking service failure types to cognitive appraisal. 2010 AMA Winter Educators' Conference, New Orleans, LA, United States, 19-22 February 2010. Chicago, IL, United States: American Marketing Association. |
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2010 Conference Publication They may play up but it's your fault: The attributions toward other customersTombs, Alastair G. and McColl-Kennedy, Janet R. (2010). They may play up but it's your fault: The attributions toward other customers. Australian and New Zealand Marketing Academy Conference [ANZMAC], Christchurch, N.Z., 29 November-1 December 2010. Melbourne, VIC, Australia: Australian and New Zealand Marketing Academy (ANZMAC). |
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2009 Conference Publication Examining the role of dynamic combinative capability and learning in service innovation-based performance in project-oriented service firmsSalunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2009). Examining the role of dynamic combinative capability and learning in service innovation-based performance in project-oriented service firms. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, 30 November - 2 December 2009. Melbourne, Australia: ANZMAC. |
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2009 Conference Publication Cognitive appraisals that trigger customer rageJiraporn, S., Patterson, P. G. and McColl-Kennedy, J. R. (2009). Cognitive appraisals that trigger customer rage. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, 30 November - 2 December 2009. Australia: Australian & New Zealand Marketing Academy (ANZMAC). |
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2009 Conference Publication Conceptualising and measuring service innovation in project-oriented service firmsSalunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2009). Conceptualising and measuring service innovation in project-oriented service firms. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, 30 November - 2 December 2009. Melbourne, Australia: ANZMAC. |
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2009 Conference Publication Customers as resource integrators: Styles of customer co-creationMcColl-Kennedy, J. R., Vargo, S., Dagger, T. and Sweeney, J. (2009). Customers as resource integrators: Styles of customer co-creation. The 2009 Naples Forum on Services, Capri, Italy, 16-19 June, 2009. Brussels, Belgium: European Institute for Advanced Studies in Management. |
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2008 Conference Publication Provider Service Logic: The generation and application of beneficiary-centric knowledgeSalunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2008). Provider Service Logic: The generation and application of beneficiary-centric knowledge. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, 1-3 December 2008. Sydney, Australia: ANZMAC. |
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2008 Conference Publication Beyond the manufacturing mindset: Development of the professional service firm innovation (PSFI) scaleHogan, S. J., McColl-Kennedy, J. R., Soutar, G. N. and Sweeney, J. C. (2008). Beyond the manufacturing mindset: Development of the professional service firm innovation (PSFI) scale. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, 1-3 December 2008. Sydney, Australia: ANZMAC. |
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2008 Conference Publication Seeing red: Customer rage emotions, expressions and behavioursMcColl-Kennedy, J. R. and Patterson, P. (2008). Seeing red: Customer rage emotions, expressions and behaviours. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, 1-3 December 2008. Sydney, NSW: ANZMAC. |
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2007 Conference Publication Strategy choice's impact on the market orientation - performance relationship in professional service firmsSoutar, G. N., Sweeney, J. C. and McColl-Kennedy, J. R. (2007). Strategy choice's impact on the market orientation - performance relationship in professional service firms. Australian and New Zealand Marketing Academy Conference (ANZMAC 2007), Dunedin, New Zealand, 3-5 December, 2007. Dunedin, New Zealand: University of Otago and ANZMAC. |
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2007 Conference Publication Conceptualizing the new service development based competitive strategy in project oriented service firmsSalunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2007). Conceptualizing the new service development based competitive strategy in project oriented service firms. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. Verona, Italy: The Academy of Marketing Science. |
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2007 Conference Publication Consumers as social spatial influencersTombs, A. and McColl-Kennedy, J. R. (2007). Consumers as social spatial influencers. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. |
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2007 Conference Publication Innovation within professional service firms: An exploratory studyHogan, S., McColl-Kennedy, J. R., Sweeney, J. C. and Soutar, G. N. (2007). Innovation within professional service firms: An exploratory study. Australian and New Zealand Marketing Academy Conference (ANZMAC 2007), Dunedin, New Zealand, 3-5 December, 2007. Dunedin, New Zealand: University of Otago and ANZMAC. |
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2007 Conference Publication The effects of counterfactual thinking and time orientation in service failure and recovery encountersMcColl-Kennedy, J. R., Smith, A. K. and Nguyen, D. (2007). The effects of counterfactual thinking and time orientation in service failure and recovery encounters. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. Verona, Italy: The Academy of Marketing Science. |
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2006 Conference Publication Conceptualising the service firm competitive strategy in hypercompetitive environmentsSalunke, S. S., Weerawardena, J. and McColl-Kennedy, J. R. (2006). Conceptualising the service firm competitive strategy in hypercompetitive environments. Australian and New Zealand Marketing Academy Conference (ANZMAC 2006) : Advancing Theory, Maintaining Relevance, Brisbane, Australia, 4-6 December, 2006. Brisbane, Australia: Queensland University of Technology. |
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2006 Conference Publication Conceptualising the role of dynamic learning capabilities sevice firm competitive strategySalunke, S., Weerawardena, J. and McColl-Kennedy, J. (2006). Conceptualising the role of dynamic learning capabilities sevice firm competitive strategy. 15th Annual AMA Frontiers in Service Conference, Brisbane, June 29 - July 2 2006. |
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2006 Conference Publication When do customers expect a relationship with their service provider?Danaher, Peter, Conroy, Denise and McColl-Kennedy, Janet (2006). When do customers expect a relationship with their service provider?. European Marketing Academy Conference (35th, EMAC, 2006), Athens, Greece, 23-26 May, 2006. |
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2006 Conference Publication CUSTOMER EMOTIONS IN SERVICE FAILURE AND RECOVERY ENCOUNTERSMcColl-Kennedy, Janet R. and Smith, Amy K. (2006). CUSTOMER EMOTIONS IN SERVICE FAILURE AND RECOVERY ENCOUNTERS. 4th International Conference on Emotions and Organizational Life, London England, Jun, 2004. BINGLEY: EMERALD GROUP PUBLISHING LTD. doi: 10.1016/S1746-9791(06)02010-4 |
