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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 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 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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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 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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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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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 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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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. |
