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2012 Journal Article Engaging Public Sector Clients: From Service-Delivery to Co-productionMcColl-Kennedy, Janet R. (2012). Engaging Public Sector Clients: From Service-Delivery to Co-production. Australian Journal of Public Administration, 71 (1), 94-96. doi: 10.1111/j.1467-8500.2012.00752_2.x |
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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 Journal Article Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US"Brodie, Roderick J. and McColl-Kennedy, Janet R. (2010). Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US". Australasian Marketing Journal, 18 (3), 159-160. doi: 10.1016/j.ausmj.2010.05.004 |
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2010 Journal Article Social and spatial influence of customers on other customers in the social-servicescapeTombs, Alastair G. and McColl-Kennedy, Janet R. (2010). Social and spatial influence of customers on other customers in the social-servicescape. Australasian Marketing Journal, 18 (3), 120-131. doi: 10.1016/j.ausmj.2010.04.001 |
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2010 Journal Article How professional service firms compete in the market: An exploratory studyAmonini, Claudia, McColl-Kennedy, Janet R., Soutar, Geoffrey N. and Sweeney, Jillian C. (2010). How professional service firms compete in the market: An exploratory study. Journal of Marketing Management, 26 (1/2), 28-55. doi: 10.1080/02672570903534662 |
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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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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 Journal Article Customer rage: Triggers, tipping points, and take-outsPatterson, P. G., McColl-Kennedy, J. R., Smith, A. K. and Lu, Z. (2009). Customer rage: Triggers, tipping points, and take-outs. Harvard Business Review Case Study, Prod. #: CMR438-PDF-ENG |
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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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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 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 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 Journal Article Predictors of customer service training in hospitality firmsButcher, K., Sparks, B. and McColl-Kennedy, J. (2009). Predictors of customer service training in hospitality firms. International Journal of Hospitality Management, 28 (3), 389-396. doi: 10.1016/j.ijhm.2008.10.004 |
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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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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 Journal Article Research on customer rage in failed service encountersPatterson, P. G., McColl-Kennedy, J. R. and Lu, Z. (2008). Research on customer rage in failed service encounters. Journal of Harbin Institute of Technology (New Series), 15 (Suppl.), 222-226. |
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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 Journal Article Professional service firms are relationship marketers: But does size matter?McColl-Kennedy, J. R., Sweeney, J. C., Soutar, G. N. and Amonini, C. (2008). Professional service firms are relationship marketers: But does size matter?. Australasian Marketing Journal, 16 (1), 30-47. doi: 10.1016/S1441-3582(08)70003-X |
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2008 Journal Article Strategies for developing national and international research collaborations: Some personal reflectionsMcColl-Kennedy, J. (2008). Strategies for developing national and international research collaborations: Some personal reflections. Australasian Marketing Journal, 16 (2), 84-87. doi: 10.1016/S1441-3582(08)70018-1 |
