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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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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 |
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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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2007 Journal Article Involvement, satisfaction, and brand loyalty in a small business services settingRussell-Bennett, R., McColl-Kennedy, J. R. and Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60 (12), 1253-1260. doi: 10.1016/j.jbusres.2007.05.001 |
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2007 Book Service quality enhancement: Identification, development and evaluation of tools for small to medium tourism industriesButcher, K., Sparks, B., Pan, G. and McColl-Kennedy, J. R. (2007). Service quality enhancement: Identification, development and evaluation of tools for small to medium tourism industries. Griffith University: Cooperative Research Centre for Sustainable Tourism. |
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2007 Conference Publication Innovation within professional service firms: An exploratory studyHogan, S., McColl-Kennedy, J. R., Sweeney, J. C. and Soutar, G. N. (2007). Innovation within professional service firms: An exploratory study. Australian and New Zealand Marketing Academy Conference (ANZMAC 2007), Dunedin, New Zealand, 3-5 December, 2007. Dunedin, New Zealand: University of Otago and ANZMAC. |
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2007 Conference Publication Strategy choice's impact on the market orientation - performance relationship in professional service firmsSoutar, G. N., Sweeney, J. C. and McColl-Kennedy, J. R. (2007). Strategy choice's impact on the market orientation - performance relationship in professional service firms. Australian and New Zealand Marketing Academy Conference (ANZMAC 2007), Dunedin, New Zealand, 3-5 December, 2007. Dunedin, New Zealand: University of Otago and ANZMAC. |
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2007 Conference Publication Conceptualizing the new service development based competitive strategy in project oriented service firmsSalunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2007). Conceptualizing the new service development based competitive strategy in project oriented service firms. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. Verona, Italy: The Academy of Marketing Science. |
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2007 Conference Publication Consumers as social spatial influencersTombs, A. and McColl-Kennedy, J. R. (2007). Consumers as social spatial influencers. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. |
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2007 Conference Publication The effects of counterfactual thinking and time orientation in service failure and recovery encountersMcColl-Kennedy, J. R., Smith, A. K. and Nguyen, D. (2007). The effects of counterfactual thinking and time orientation in service failure and recovery encounters. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. Verona, Italy: The Academy of Marketing Science. |
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2006 Book Chapter Australia: Changing consumer behavior and marketingMcColl-Kennedy, J. R., Rundle-Thiele, S. and Ward, S. (2006). Australia: Changing consumer behavior and marketing. Handbook of Markets and Economies: East Asia, South-East Asia, Australia, New Zealand. (pp. 23-46) edited by A. Pecotich and C. J. Schultz II. Armonk, New York: M. E. Sharpe. |
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2006 Book Chapter Customer emotions in service failure and recovery encountersMcColl-Kennedy, Janet R. and Smith, Amy K. (2006). Customer emotions in service failure and recovery encounters. Individual and organizational perspectives on emotion management and display. (pp. 243-275) edited by Wilfred J. Zerbe, Neal M. Ashkanasy and Charmine E.J. Härtel. Bingley, United Kingdom: Emerald Group Publishing. doi: 10.1016/S1746-9791(06)02010-4 |
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2006 Conference Publication CUSTOMER EMOTIONS IN SERVICE FAILURE AND RECOVERY ENCOUNTERSMcColl-Kennedy, Janet R. and Smith, Amy K. (2006). CUSTOMER EMOTIONS IN SERVICE FAILURE AND RECOVERY ENCOUNTERS. 4th International Conference on Emotions and Organizational Life, London England, Jun, 2004. BINGLEY: EMERALD GROUP PUBLISHING LTD. doi: 10.1016/S1746-9791(06)02010-4 |
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2006 Conference Publication Conceptualising the service firm competitive strategy in hypercompetitive environmentsSalunke, S. S., Weerawardena, J. and McColl-Kennedy, J. R. (2006). Conceptualising the service firm competitive strategy in hypercompetitive environments. Australian and New Zealand Marketing Academy Conference (ANZMAC 2006) : Advancing Theory, Maintaining Relevance, Brisbane, Australia, 4-6 December, 2006. Brisbane, Australia: Queensland University of Technology. |
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2006 Conference Publication When do customers expect a relationship with their service provider?Danaher, Peter, Conroy, Denise and McColl-Kennedy, Janet (2006). When do customers expect a relationship with their service provider?. European Marketing Academy Conference (35th, EMAC, 2006), Athens, Greece, 23-26 May, 2006. |
