|
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. |
|
2003 Book Services marketing: A managerial approachJ. R. McColl-Kennedy ed. (2003). Services marketing: A managerial approach. Richmond, VIC Australia: John Wiley and Sons. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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 |
|
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. |
|
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 |
|
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 |
|
2000 Conference Publication Anger and optimism as mediators in the relationship between leadership style, organization-based self esteem and organizational commitmentMcColl-Kennedy, J. R. and Anderson, R. B. (2000). Anger and optimism as mediators in the relationship between leadership style, organization-based self esteem and organizational commitment. 2nd International Conference on Emotions and Organizational Life, Ryerson Polytechnic University, Toronto, Canada, 9-11th August, 2000. St Lucia, Australia: The University of Queensland. |
|
2000 Journal Article Success: What do women and men really think it means?McColl-Kennedy, J. R. and Dann, S. J. (2000). Success: What do women and men really think it means?. Asia Pacific Journal of Human Resources, 38 (3), 29-45. doi: 10.1177/103841110003800304 |
|
2000 Conference Publication Trust, commitment and attitudinal brand loyalty: Key constructs in business-to-business relationshipsBennett, R., McColl-Kennedy, J. R. and Coote, L. V. (2000). Trust, commitment and attitudinal brand loyalty: Key constructs in business-to-business relationships. Australian and New Zealand Marketing Academy Conference (ANZMAC 2000), Gold Coast, Australia, 28 November - 1 December, 2000. Gold Coast, Australia: Australian and New Zealand Marketing Academy Management. |
|
2000 Journal Article Measuring customer satisfaction: Why, what and how?McColl-Kennedy, J. R. and Schneider, U. (2000). Measuring customer satisfaction: Why, what and how?. Total Quality Management, 11 (7), 883-896. doi: 10.1080/09544120050135434 |
|
2000 Book Marketing: A strategic approachMcColl-Kennedy, J. R. and Kiel, G. C. (2000). Marketing: A strategic approach. Melbourne: Nelson Thomson Learning. |
