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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 |
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2000 Book Marketing: A strategic approachMcColl-Kennedy, J. R. and Kiel, G. C. (2000). Marketing: A strategic approach. Melbourne: Nelson Thomson Learning. |
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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. |
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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 |
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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. |
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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 |
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1999 Conference Publication Episodic, extended and continuous service encounters: A theoretical frameworkHume, M. and McColl-Kennedy, J. R. (1999). Episodic, extended and continuous service encounters: A theoretical framework. Australian and New Zealand Marketing Academy Conference (ANZMAC 1999), Sydney, Australia, 28 November - 1 December, 1999. Sydney, Australia: Australian and New Zealand Marketing Academy Management. |
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1999 Book Module 5: The Customer's Mind SetMcColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 5: The Customer's Mind Set. Brisbane: The Univ. of Qld. |
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1999 Book Marketing: A strategic approachMcColl-Kennedy, J. R. and Kiel, G. C. (1999). Marketing: A strategic approach. Melbourne, Victoria: Nelson ITP. |
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1999 Book Module 3: Determinants of Customer Behaviour - The MarketMcColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 3: Determinants of Customer Behaviour - The Market. Brisbane: The University of Queensland. |
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1999 Conference Publication Justice strategy options for increased customer satisfaction in a services recovery settingSparks, B. and McColl-Kennedy, J. R. (1999). Justice strategy options for increased customer satisfaction in a services recovery setting. International Services Marketing Conference '99, Brisbane, Australia, 5-7 April 1999. St Lucia, Australia: Graduate School of Management, The University of Queensland. |
