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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. |
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2002 Conference Publication Customer anger and cognitive appraisal in a service recovery settingMcColl-Kennedy, J. R. and Nguyen, D. (2002). Customer anger and cognitive appraisal in a service recovery setting. Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, 2-4 December, 2002. Melbourne: Deakin University. |
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2002 Conference Publication The influence of cognitive and emotional variables on attitudinal loyalty in a business-to-business service settingBennett, R., Hartel, C. and McColl-Kennedy, J. R. (2002). The influence of cognitive and emotional variables on attitudinal loyalty in a business-to-business service setting. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, 3-5 July, 2002. Brisbane: Graduate School of Management, University of Queensland. |
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2002 Conference Publication Customer cognitive appraisal and anger in the service recovery context: A conceptual frameworkNguyen, D. T. and McColl-Kennedy, J. R. (2002). Customer cognitive appraisal and anger in the service recovery context: A conceptual framework. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, 3-5 July. Brisbane: UQ Business School, The University of Queensland. |
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2002 Conference Publication Senior faculty perceptions of the quality of marketing journals: An Australian and New Zealand perspectiveSullivan Mort, G., McColl-Kennedy, J. R., Kiel, G. C. and Soutar, G. (2002). Senior faculty perceptions of the quality of marketing journals: An Australian and New Zealand perspective. Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, 2-4 December, 2002. Melbourne: Deakin University. |
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2002 Edited Outputs Proceedings of the International Services Marketing Conference 2002McColl-Kennedy, J. R. and Rundle-Thiele, S. R. eds. (2002). Proceedings of the International Services Marketing Conference 2002. International Services Marketing Conference, Brisbane, 3-5 July, 2002. Brisbane: UQ Business School. |
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2002 Journal Article New service development and competitive advantage: A conceptual modelWeerawardena, J. and McColl-Kennedy, J. R. (2002). New service development and competitive advantage: A conceptual model. Australasian Marketing Journal, 10 (1), 13-23. |
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2001 Conference Publication Justice strategy options for increased customer satisfaction in a services recovery settingSparks, B. A. and McColl-Kennedy, J. R. (2001). Justice strategy options for increased customer satisfaction in a services recovery setting. International Services Marketing Conference '99, University of Queensland, Brisbane, 5-7 Apr 1999. New York: Elsevier-North Holland. doi: 10.1016/S0148-2963(00)00120-X |
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2001 Journal Article Special issue on services marketing: AustraliaMcColl-Kennedy, J. R. (2001). Special issue on services marketing: Australia. Journal of Business Research, 54 (3), 185-187. doi: 10.1016/S0148-2963(00)00123-5 |
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2001 Conference Publication Governments don't always matter: Sex bias and discrimination in organizational life in the 21st centuryMcColl-Kennedy, J. R., Sparks, B. and Daus, C (2001). Governments don't always matter: Sex bias and discrimination in organizational life in the 21st century. 61st Annual Meeting of the Academy of Management, Washington, DC, 3-8 August 2001. Briarcliff Manor, NY: Academy of Management. |
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2000 Journal Article Consumer web search behaviour: diagrammatic illustration of wayfinding on the webHodkinson, C. S., Kiel, G. C. and McColl-Kennedy, J. R. (2000). Consumer web search behaviour: diagrammatic illustration of wayfinding on the web. International Journal of Human-Computer Studies, 52 (5), 805-830. doi: 10.1006/ijhc.1999.0357 |
