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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. |
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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 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 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 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 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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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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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 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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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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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. |
