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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 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 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 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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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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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 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 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 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. |
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2006 Conference Publication Conceptualising the role of dynamic learning capabilities sevice firm competitive strategySalunke, S., Weerawardena, J. and McColl-Kennedy, J. (2006). Conceptualising the role of dynamic learning capabilities sevice firm competitive strategy. 15th Annual AMA Frontiers in Service Conference, Brisbane, June 29 - July 2 2006. |
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2005 Conference Publication Re-conceptualizing service recovery: Matching organizational responses to customer orientationsNguyen, Doan T. T. and McColl-Kennedy, Janet R. (2005). Re-conceptualizing service recovery: Matching organizational responses to customer orientations. 4th SERVSIG Research Conference 2005, Singapore, 2-4 June, 2005. Singapore: National University of Singapore and American Marketing Association. |
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2005 Conference Publication Customer to customer emotional contagion: Group vs private purchase occasionsTombs, A. G. and McColl-Kennedy, J. R. (2005). Customer to customer emotional contagion: Group vs private purchase occasions. 4th SERVSIG Research Conference 2005, Singapore, 2-4 June, 2005. Singapore: National University of Singapore and American Marketing Association. |
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2005 Conference Publication Customer to customer emotional contagion and counter-contagion in a social service settingMcColl-Kennedy, J. R. and Tombs, A. G. (2005). Customer to customer emotional contagion and counter-contagion in a social service setting. 14th Annual Frontiers in Services Conference, Tempe, Arizona, 6-9 October, 2005. Tempe, Arizona: W.P. Carey School of Business, Arizona State University. |
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2005 Conference Publication The impact of social density, purchase occasion and displayed emotions of others on customer affect and behavioural intentionsTombs, A. G. and McColl-Kennedy, J. R. (2005). The impact of social density, purchase occasion and displayed emotions of others on customer affect and behavioural intentions. 34th European Marketing Academy Conference (EMAC), Milan, Italy, 24-27 May 2005. Italy: European Marketing Academy. |
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2005 Conference Publication A new conceptualisation of service recovery: Contractual, interactive and relational orientationsNguyen, Doan T. and McColl-Kennedy, Janet R. (2005). A new conceptualisation of service recovery: Contractual, interactive and relational orientations. Australian and New Zealand Marketing Academy Conference (ANZMAC 2005) : Broadening the Boundaries, Perth, Australia, 5 -7 December, 2005. Fremantle WA: University of Western Australia. |
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2005 Conference Publication LMCX Model: A triadic approach for effective service delivery and service recoveryLeo, W. W. C., Bennett, R. and McColl-Kennedy, Janet R. (2005). LMCX Model: A triadic approach for effective service delivery and service recovery. 4th SERVSIG Research Conference 2005, Singapore, 2-4 June, 2005. Singapore: National University of Singapore and American Marketing Association. |
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2005 Conference Publication Aggressive consumer claiming behavior in a service recovery contextWirtz, J. and McColl-Kennedy, J. R. (2005). Aggressive consumer claiming behavior in a service recovery context. 12th Biennial World Marketing Congress, Muenster, Germany, 6-9 July, 2005. Coral Gables, USA: Academy of Marketing Science. |
