|
2015 Journal Article Conducting service research that mattersGustafsson, Anders, Aksoy, Lerzan, Brady, Michael K., McColl-Kennedy, Janet R., Sirianni, Jancy J., Witell, Lars and Wuenderlich, Nancy V. (2015). Conducting service research that matters. Journal of Services Marketing, 29 (6/7), 425-429. doi: 10.1108/JSM-02-2015-0103 |
|
2014 Journal Article Health care in service science special issue of Australasian Marketing JournalMcColl-Kennedy, Janet R. (2014). Health care in service science special issue of Australasian Marketing Journal. Australasian Marketing Journal, 22 (3), 165-167. doi: 10.1016/j.ausmj.2014.08.012 |
|
2014 Journal Article Small details that make big differences: a radical approach to consumption experience as a firm's differentiating strategyBolton, Ruth N., Gustafsson, Anders, McColl-Kennedy, Janet, Sirianni, Nancy J. and Tse, David K. (2014). Small details that make big differences: a radical approach to consumption experience as a firm's differentiating strategy. Journal of Service Management, 25 (2), 253-274. doi: 10.1108/JOSM-01-2014-0034 |
|
2014 Journal Article Value propositions: a service ecosystems perspectiveFrow, Pennie, McColl-Kennedy, Janet R., Hilton, Toni, Davidson, Anthony, Payne, Adrian and Brozovic, Danilo (2014). Value propositions: a service ecosystems perspective. Marketing Theory, 14 (3), 327-351. doi: 10.1177/1470593114534346 |
|
2013 Journal Article Selective halo effects arising from improving the interpersonal skills of frontline employeesDagger, Tracey S., Danaher, Peter J., Sweeney, Jillian C. and McColl-Kennedy, Janet R. (2013). Selective halo effects arising from improving the interpersonal skills of frontline employees. Journal of Service Research, 16 (4), 488-502. doi: 10.1177/1094670513481406 |
|
2013 Journal Article Competing through service innovation: the role of bricolage and entrepreneurship in project-oriented firmsSalunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2013). Competing through service innovation: the role of bricolage and entrepreneurship in project-oriented firms. Journal of Business Research, 66 (8), 1085-1097. doi: 10.1016/j.jbusres.2012.03.005 |
|
2013 Journal Article Task-Relationship-Self: A Framework for Understanding Service Encounter BehaviorsBradley, Graham L., Sparks, Beverley A., Zapf, Dieter, McColl-Kennedy, Janet R. and Jimmieson, Nerina L. (2013). Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors. Psychology and Marketing, 30 (6), 512-528. doi: 10.1002/mar.20624 |
|
2013 Journal Article Customer rage back-story: Linking needs-based cognitive appraisal to service failure typeSurachartkumtonkun, Jiraporn, Patterson, Paul G. and McColl-Kennedy, Janet R. (2013). Customer rage back-story: Linking needs-based cognitive appraisal to service failure type. Journal of Retailing, 89 (1), 72-87. doi: 10.1016/j.jretai.2012.06.001 |
|
2013 Journal Article Third party customers infecting other customers for better or for worseTombs, Alastair G. and McColl-Kennedy, Janet R. (2013). Third party customers infecting other customers for better or for worse. Psychology and Marketing, 30 (3), 277-292. doi: 10.1002/mar.20604 |
|
2012 Journal Article Health care customer value cocreation practice stylesMcColl-Kennedy, Janet R., Vargo, Stephen L., Dagger, Tracey S., Sweeney, Jillian C. and van Kasteren, Yasmin (2012). Health care customer value cocreation practice styles. Journal of Service Research, 15 (4), 370-389. doi: 10.1177/1094670512442806 |
|
2012 Journal Article Market futures/future markets: Research directions in the study of marketsKjellberg, Hans, Storbacka, Kaj, Akaka, Melissa, Chandler, Jennifer, Finch, John, Lindeman, Sara, Lobler, Helge, Mason, Katy, McColl-Kennedy, Janet and Nenonen, Suvi (2012). Market futures/future markets: Research directions in the study of markets. Marketing Theory, 12 (2), 219-223. doi: 10.1177/1470593112444382 |
|
2012 Journal Article Matching service recovery solutions to customer recovery preferencesNguyen, Doan, McColl-Kennedy, Janet R. and Dagger, Tracey S. (2012). Matching service recovery solutions to customer recovery preferences. European Journal of Marketing, 46 (9), 1171-1194. doi: 10.1108/03090561211247865 |
|
2011 Journal Article Reconceptualizing professional service firm innovation capability: Scale developmentHogan, Suellen J., Soutar, Geoffrey, N., McColl-Kennedy, Janet R. and Sweeney, Jillian C. (2011). Reconceptualizing professional service firm innovation capability: Scale development. Industrial Marketing Management, 40 (8), 1264-1273. doi: 10.1016/j.indmarman.2011.10.002 |
|
2011 Journal Article Customer's angry voice: Targeting employees or the organization?McColl-Kennedy, Janet R., Sparks, Beverley A. and Nguyen, Doan T. (2011). Customer's angry voice: Targeting employees or the organization?. Journal of Business Research, 64 (7), 707-713. doi: 10.1016/j.jbusres.2010.08.004 |
|
2011 Journal Article Towards a model of dynamic capabilities in innovation-based competitive strategy: Insights from project-oriented service firmsSalunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2011). Towards a model of dynamic capabilities in innovation-based competitive strategy: Insights from project-oriented service firms. Industrial Marketing Management, 40 (8), 1251-1263. doi: 10.1016/j.indmarman.2011.10.009 |
|
2011 Journal Article The marketing practices-performance relationship in professional service firmsSweeney, Jillian C., Soutar, Geoffrey N. and McColl-Kennedy, Janet R. (2011). The marketing practices-performance relationship in professional service firms. Journal of Service Management, 22 (3), 292-316. doi: 10.1108/09564231111136845 |
|
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 |
|
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 |
|
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 |
|
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 |
