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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 Journal Article Gaining customer experience insights that matterMcColl-Kennedy, Janet R., Zaki, Mohamed, Lemon, Katherine N., Urmetzer, Florian and Neely, Andy (2018). Gaining customer experience insights that matter. Journal of Service Research, 22 (1), 8-26. doi: 10.1177/1094670518812182 |
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2018 Journal Article Theorizing beyond the horizon: service research in 2050Keating, Byron W., McColl-Kennedy, Janet R. and Solnet, David (2018). Theorizing beyond the horizon: service research in 2050. Journal of Service Management, 29 (5), 766-775. doi: 10.1108/josm-08-2018-0264 |
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2018 Journal Article Customer experience challenges: bringing together digital, physical and social realmsBolton, Ruth N., McColl-Kennedy, Janet R., Cheung, Lilliemay, Gallan, Andrew, Orsingher, Chiara, Witell, Lars and Zaki, Mohamed (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29 (5) JOSM-04-2018-0113, 776-808. doi: 10.1108/josm-04-2018-0113 |
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2018 Journal Article The central role of knowledge integration capability in service innovation-based competitive strategySalunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2018). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial Marketing Management, 76, 144-156. doi: 10.1016/j.indmarman.2018.07.004 |
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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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2017 Journal Article How do you feel today? Managing patient emotions during health care experiences to enhance well-beingMcColl-Kennedy, Janet R., Danaher, Tracey S., Gallan, Andrew S., Orsingher, Chiara, Lervik-Olsen, Line and Verma, Rohit (2017). How do you feel today? Managing patient emotions during health care experiences to enhance well-being. Journal of Business Research, 79, 247-259. doi: 10.1016/j.jbusres.2017.03.022 |
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2017 Journal Article Consumer-citizens mobilizing social capital following a natural disaster: Effects on well-beingCheung, Lilliemay, McColl-Kennedy, Janet and Coote, Leonard V. (2017). Consumer-citizens mobilizing social capital following a natural disaster: Effects on well-being. Journal of Services Marketing, 31 (4/5), 438-451. doi: 10.1108/JSM-05-2016-0192 |
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2017 Journal Article The changing role of the health care customer: review, synthesis and research agendaMcColl-Kennedy, Janet R., Snyder, Hannah, Elg, Mattias, Witell, Lars, Helkkula, Anu, Hogan, Suellen J. and Anderson, Laurel (2017). The changing role of the health care customer: review, synthesis and research agenda. Journal of Service Management, 28 (1), 2-33. doi: 10.1108/JOSM-01-2016-0018 |
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2017 Journal Article Cocreative customer practices: effects of health care customer value cocreation practices on well-beingMcColl-Kennedy, Janet R., Hogan, Suellen J., Witell, Lars and Snyder, Hannah (2017). Cocreative customer practices: effects of health care customer value cocreation practices on well-being. Journal of Business Research, 70, 55-66. doi: 10.1016/j.jbusres.2016.07.006 |
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2016 Journal Article Geysers or bubbling hot springs? A cross-cultural examination of customer rage from Eastern and Western perspectivesPatterson, Paul G., Brady, Michael K. and McColl-Kennedy, Janet R. (2016). Geysers or bubbling hot springs? A cross-cultural examination of customer rage from Eastern and Western perspectives. Journal of Service Research, 19 (3), 243-259. doi: 10.1177/1094670516649057 |
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2016 Journal Article Co-creation practices: their role in shaping a health care ecosystemFrow, Pennie, McColl-Kennedy, Janet R. and Payne, Adrian (2016). Co-creation practices: their role in shaping a health care ecosystem. Industrial Marketing Management, 56, 24-39. doi: 10.1016/j.indmarman.2016.03.007 |
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2016 Journal Article Linking service design to value creation and service researchAndreassen, Tor Wallin, Kristensson, Per, Lervik-Olsen, Line, Parasuraman, A., McColl-Kennedy, Janet R., Edvardsson, Bo and Colurcio, Maria (2016). Linking service design to value creation and service research. Journal of Service Management, 27 (1), 21-29. doi: 10.1108/JOSM-04-2015-0123 |
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2015 Journal Article Customer effort in value cocreation activities: improving quality of life and behavioral intentions of health care customersSweeney, Jillian C., Danaher, Tracey S. and McColl-Kennedy, Janet R. (2015). Customer effort in value cocreation activities: improving quality of life and behavioral intentions of health care customers. Journal of Service Research, 18 (3), 318-335. doi: 10.1177/1094670515572128 |
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2015 Journal Article Unpacking customer rage elicitation: a dynamic modelSurachartkumtonkun, Jiraporn, McColl-Kennedy, Janet and Patterson, Paul (2015). Unpacking customer rage elicitation: a dynamic model. Journal of Service Research, 18 (2), 177-192. doi: 10.1177/1094670514556275 |
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2015 Journal Article Co-creating service experience practicesMcColl-Kennedy, Janet R., Cheung, Lilliemay and Ferrier, Elizabeth (2015). Co-creating service experience practices. Journal of Service Management, 26 (2), 249-275. doi: 10.1108/JOSM-08-2014-0204 |
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2015 Journal Article Fresh perspectives on customer experienceMcColl-Kennedy, Janet, Gustafsson, Anders, Jaakkola, Elina, Klaus, Phil, Radnor, Zoe Jane, Perks, Helen and Friman, Margareta (2015). Fresh perspectives on customer experience. Journal of Services Marketing, 29 (6/7), 430-435. doi: 10.1108/JSM-01-2015-0054 |
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2015 Journal Article Resource integration in liminal periods: Transitioning to transformative serviceCheung, Lilliemay and McColl-Kennedy, Janet (2015). Resource integration in liminal periods: Transitioning to transformative service. Journal of Services Marketing, 29 (6/7), 485-497. doi: 10.1108/JSM-01-2015-0055 |
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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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2015 Journal Article To give or not to give professional services to non-paying clients: professionals’ giving backstoryMcColl-Kennedy, J. R., Patterson, P. G., Brady, M. K., Cheung, L. and Nguyen, D. (2015). To give or not to give professional services to non-paying clients: professionals’ giving backstory. Journal of Service Management, 26 (3), 426-459. doi: 10.1108/JOSM-07-2014-0194 |
