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2005 Journal Article Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitmentMcColl-Kennedy, Janet R. and Anderson, Ronald D. (2005). Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitment. Journal of Business Research, 58 (2), 115-125. doi: 10.1016/S0148-2963(03)00112-7 |
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2005 Journal Article Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314RBennett, R., Hartel, C. E. J. and McColl-Kennedy, J. R. (2005). Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R. Industrial Marketing Management, 34 (1), 97-107. doi: 10.1016/j.indmarman.2004.08.003 |
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2004 Journal Article Perceptions of marketing journals by senior academics in Australia and New ZealandSullivan Mort, G., McColl-Kennedy, J. R., Kiel, G. C. and Soutar, G. N. (2004). Perceptions of marketing journals by senior academics in Australia and New Zealand. Australasian Marketing Journal, 12 (2), 51-61. |
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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 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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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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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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2025 Other Outputs Sustainable Packaging Trends Report: Opportunities to support the transition to a circular packaging economy in the Australian food and beverage ecosystem Gain, Alexandria M, McColl-Kennedy, Janet R, Brea, Edgar and Tabilo, Macarena (2025). Sustainable Packaging Trends Report: Opportunities to support the transition to a circular packaging economy in the Australian food and beverage ecosystem . Brisbane, QLD, Australia: The University of Queensland; Australia's Food and Beverage Accelerator (FaBA). doi: 10.14264/ac14395 |
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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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2024 Book Food AI: A game changer for Australia’s food and beverage sectorJanet R. McColl-Kennedy and Damian Hine eds. (2024). Food AI: A game changer for Australia’s food and beverage sector. Food AI White Paper, Brisbane, QLD, Australia: The University of Queensland, Australia's Food and Beverage Accelerator (FaBA). doi: 10.14264/f5f35d0 |
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2023 Other Outputs Global Food and Beverage Trends Report: opportunities to unlock innovation in the Australian food and beverage sectorBrea, Edgar, McColl-Kennedy, Janet, Hine, Damian and Derbyshire, Ellen (2023). Global Food and Beverage Trends Report: opportunities to unlock innovation in the Australian food and beverage sector. Brisbane, QLD Australia: The University of Queensland & Australia’s Food and Beverage Accelerator. doi: 10.14264/cc5c67a |
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2023 Other Outputs Digital Service Transformation: Pathways to human and economic wellbeing: White paperAndreassen, Tor W., Archibald, Gordon, Beekhuyzen, Jenine, Bongiovanni, Ivano, Brea, Edgar, Breidbach, Christoph, Burchill, Keith, Burgers, Henri, Cao, Selina, Coote, Len, Coram, Brendan, Cunningham, Claire, Feast, George, Field, Mitch, Ford, Jerad, Fouche, Leon, Gain, Alexandria, Gooding, Glen, Goyeneche Ramirez, David, Green, Teegan, Gschwind, Daniel, Hall, Thomas, Hartley, Nicole, Heinz, Daniel, Hine, Damian, Indulska, Marta, Kapernick, Brett, Kastelle, Tim, Ko, Ryan ... Zhang, Wenlu (2023). Digital Service Transformation: Pathways to human and economic wellbeing: White paper. Brisbane, QLD, Australia: The University of Queensland. doi: 10.14264/aed4918 |
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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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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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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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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. |
