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2004 Journal Article Perceptions of marketing journals by senior academics in Australia and New ZealandMort, Gillian Sullivan, McColl-Kennedy, Janet R., Kiel, Geoffrey and Soutar, Geoffrey N. (2004). Perceptions of marketing journals by senior academics in Australia and New Zealand. Australasian Marketing Journal, 12 (2), 51-61. doi: 10.1016/S1441-3582(04)70097-X |
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2004 Conference Publication The importance of physical, social and contextual elements of the social-servicescape on customer affect and repurchase intentionsTombs, A. G. and McColl-Kennedy, J. R. (2004). The importance of physical, social and contextual elements of the social-servicescape on customer affect and repurchase intentions. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, 29 November-1 December 2004. Wellington, New Zealand: ANZMAC. |
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2004 Conference Publication A taxonomy of expressed emotion in complaintsBennett, R., Hartel, C. and McColl-Kennedy, J. R. (2004). A taxonomy of expressed emotion in complaints. 33rd European Marketing Academy Conference (EMAC), Murcia, Spain, 18-21 May 2004. Murcia, Spain: Universidad de Murcia. |
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2004 Conference Publication Gender differences in perceptions of service experiences and word of mouthNguyen, D. and McColl-Kennedy, J. R. (2004). Gender differences in perceptions of service experiences and word of mouth. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, 29 November-1 December 2004. Wellington, N.Z.: ANZMAC. |
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2004 Conference Publication Customers affective responses to retail servicescapes: An exploratory studyMcOmish, Margaret and McColl-Kennedy, Janet R. (2004). Customers affective responses to retail servicescapes: An exploratory study. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, 29 November-1 December 2004. Wellington, New Zealand: ANZMAC. |
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2003 Journal Article EditorialMcColl-Kennedy, Janet R. and Patterson, Paul (2003). Editorial. Australasian Marketing Journal, 11 (2), 5-6. doi: 10.1016/S1441-3582(03)70123-2 |
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2003 Conference Publication Exploring the emotions expressed in complaint behaviourBennett, R., Hartel, C. E. J. and McColl-Kennedy, J. R. (2003). Exploring the emotions expressed in complaint behaviour. 1st Brisbane Symposium on Emotions, Brisbane, Queensland, 25 November 2003. |
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2003 Book Services marketing: A managerial approachJ. R. McColl-Kennedy ed. (2003). Services marketing: A managerial approach. Richmond, VIC Australia: John Wiley and Sons. |
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2003 Conference Publication Emotions and complaining behaviour following a service failureBennett, R., Hartel, C., McColl-Kennedy, J. R. and James, C. E. (2003). Emotions and complaining behaviour following a service failure. 63rd Annual Meeting of the Academy of Management, Seattle, Washington, 1-6 August, 2003. New York: Academy of Management. |
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2003 Book Chapter Introduction to servicesMcColl-Kennedy, J. R. (2003). Introduction to services. Services marketing: A managerial approach. (pp. 2-22) edited by J. R. McColl-Kennedy. Brisbane, Australia: John Wiley & Sons. |
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2003 Conference Publication Understanding service failure and recovery: A customer-based phenomenographic approachNguyen, D. and McColl-Kennedy, J. R. (2003). Understanding service failure and recovery: A customer-based phenomenographic approach. Australian and New Zealand Marketing Academy Conference (ANZMAC 2003), Adelaide, South Australia, 1-3 December 2003. Adelaide, Australia: The University of South Australia. |
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2003 Conference Publication The social servicescape: A conceptual modelTombs, A. G. and McColl-Kennedy, J. R. (2003). The social servicescape: A conceptual model. 32nd European Marketing Academy Conference (EMAC), Glasgow, Scotland, 20-23 May, 2003. Glasgow, Scotland: University of Strathclyde. |
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2003 Conference Publication Toward a theory of workplace events: Extending affective events theory to the cognitive domainHartel, Charmine E. J.,, McColl-Kennedy, Janet R. and Bennett, Rebekah (2003). Toward a theory of workplace events: Extending affective events theory to the cognitive domain. 3rd Bi-Annual Meeting of the Emotions in Organizational Life Conference, Gold Coast, July 2002. |
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2003 Book Chapter Service RecoveryMcColl-Kennedy, J. R. (2003). Service Recovery. Services marketing: A managerial approach. (pp. 330-356) edited by J. R. McColl-Kennedy. Brisbane, Australia: John Wiley & Sons. |
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2003 Journal Article Diffusing customer anger in service recovery: A conceptual frameworkNguyen, D. and McColl-Kennedy, J. R. (2003). Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal, 11 (2), 46-55. doi: 10.1016/S1441-3582(03)70128-1 |
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2003 Conference Publication Emotions and Complaining Behavior Following Service FailureBennett, R.,, Hartel, C. E. J., McColl-Kennedy, J. R and James, C. E. (2003). Emotions and Complaining Behavior Following Service Failure. Democracy in a Knowledge Economy: Annual Meeting, Seattle, USA, 1 – 6 August, 2003. |
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2003 Conference Publication Customers as spatial and social influencers on other customers in the social-servicescapeTombs, A. G. and McColl-Kennedy, J. R. (2003). Customers as spatial and social influencers on other customers in the social-servicescape. Australian and New Zealand Marketing Academy Conference (ANZMAC 2003), Adelaide, Australia, 1-3 December 2003. Adelaide, Australia: The University of South Australia. |
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2002 Conference Publication The impact of the client-service provider relationship on loyalty in a business services settingBennett, R., Coote, L. V., Hartel, C. and McColl-Kennedy, J. R. (2002). The impact of the client-service provider relationship on loyalty in a business services setting. 2nd ServSIG Research Conference 2001, Sydney, Australia, 26-28 May, 2001. Chicago: American Marketing Association. |
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2002 Conference Publication Consumer problem solving on the web: An analysis of information search actions and their relationship to the arrival at on-line purchase decisionsHodkinson, C., Keil, G. and McColl-Kennedy, J. R. (2002). Consumer problem solving on the web: An analysis of information search actions and their relationship to the arrival at on-line purchase decisions. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, Australia, 3-5 July, 2002. Brisbane, Australia: UQ Business School, The University of Queensland. |
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2002 Conference Publication Beyond the servicescape: Customer to customer interactions in the social servicescapeTombs, A. G. and McColl-Kennedy, J. R. (2002). Beyond the servicescape: Customer to customer interactions in the social servicescape. Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, 2-4 December, 2002. Melbourne: Deakin University. |
