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1999 Book Module 1: Introduction to Customer BehaviourMcColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 1: Introduction to Customer Behaviour. Brisbane: The University of Queensland. |
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1999 Edited Outputs Proceedings of the International Services Marketing Conference '99: Unlocking the secrets to service success: Innovative thinking in technology, relationship management and the human interfaceMccoll-Kennedy, J. R., Rowe, A., Hume, M. M. and Manners, E. G. eds. (1999). Proceedings of the International Services Marketing Conference '99: Unlocking the secrets to service success: Innovative thinking in technology, relationship management and the human interface. International Services Marketing Conference, Univ.of Qld, April 5-7, 1999. St Lucia: Graduate Sch. of Management. |
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1999 Book Module 4: Determinants of Customer Behaviour - The CustomerMcColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 4: Determinants of Customer Behaviour - The Customer. Brisbane: The University of Queensland. |
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1999 Book Module 7: Customer Focused MarketingMcColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 7: Customer Focused Marketing. Brisbane: The Univ. of Qld. |
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1999 Conference Publication A study of factors impacting on small business Internet use in the service sectorDrennan, J. C. and Kennedy, J. T. (1999). A study of factors impacting on small business Internet use in the service sector. International Services Marketing Conference '99, Brisbane, QLD, Australia, 5-7 April 1999. Brisbane: Graduate School of Management. |
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1999 Conference Publication Understanding recovery from a fairness theory approachSparks, B. and Mccoll-Kennedy, J. R. (1999). Understanding recovery from a fairness theory approach. Frontiers in Services, Vanderbilt University, Nashville, Tennessee, 21-23 Oct 1999. Nashville, Tennessee: Owen Graduate School of Management, Vanderbilt University. |
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1999 Journal Article Dimensions of consumer search behavior in servicesMcColl-Kennedy, J. R. and Fetter, R. E. (1999). Dimensions of consumer search behavior in services. Journal of Services Marketing, 13 (3), 242-263. doi: 10.1108/08876049910273871 |
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1999 Book Module 2: The CustomerMcColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 2: The Customer. Brisbane: The University of Queensland. |
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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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1998 Journal Article The application of procedural justice principles to service recovery attempts: Outcomes for customer satisfactionSparks, B. A. and McColl-Kennedy, J. R. (1998). The application of procedural justice principles to service recovery attempts: Outcomes for customer satisfaction. Advances in Consumer Research, 25 (1), 156-161. |
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1998 Book Chapter Australia: Changing consumer behaviourMcColl-Kennedy, Janet R. (1998). Australia: Changing consumer behaviour. Marketing and consumer behavior in East and South-east Asia. (pp. 25-62) edited by Anthony Pecotich and Clifford J. Schultz II. Sydney: McGraw-Hill. |
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1998 Conference Publication Customer satisfaction, assessment, intentions and outcome behaviors of dyadic service encounters: A conceptual modelMcColl-Kennedy, J. R. (1998). Customer satisfaction, assessment, intentions and outcome behaviors of dyadic service encounters: A conceptual model. Annual Conference of the Academy of Marketing Science, Norfolk, Vermont, May, 1998. Coral Gables, Florida: The Academy of Marketing Science. |
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1998 Journal Article Incorporating attributional theory and the theory of reseaoned action within an affective events theory framework to produce a contingency predictive model of consumer reactions to organizational mishapsHartel, Charmine E. J., McColl-Kennedy, Janet R. and McDonald, Lynette M. (1998). Incorporating attributional theory and the theory of reseaoned action within an affective events theory framework to produce a contingency predictive model of consumer reactions to organizational mishaps. Advances in Consumer Research, 25 (1), 428-432. |
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1998 Conference Publication Culture, customer satisfaction, assessment, cognitive, affective and outcome behaviours of dyadic service encounters: A conceptual modelTan, W. Y. and McColl-Kennedy, Janet R. (1998). Culture, customer satisfaction, assessment, cognitive, affective and outcome behaviours of dyadic service encounters: A conceptual model. Proceedings of the 1998 Annual Conference of the Australian and New Zealand Academy of Management (ANZAM), Adelaide, Australia, 6-9 December, 1998. |
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1998 Journal Article Australia as a holiday destination: Young Americans' vs young Chinese Malaysians' decision makingSummers, J. and McColl-Kennedy, J. R. (1998). Australia as a holiday destination: Young Americans' vs young Chinese Malaysians' decision making. Journal of Hospitality and Leisure Marketing, 5 (4), 33-55. doi: 10.1300/J150v05n04_04 |
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1998 Conference Publication Building long term relationships with 4 star and 5 star hotel customers: Increased automation vs relational benefitsMcColl-Kennedy, J. R., Rowe, A. T., Shulman, A., Sparks, B. and Lafferty, G. (1998). Building long term relationships with 4 star and 5 star hotel customers: Increased automation vs relational benefits. Australian and New Zealand Marketing Academy Conference (ANZMAC 1998), Otago, New Zealand, 29 November - 3 December, 1998. Otago, New Zealand: Australian and New Zealand Marketing Academy Management. |
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1997 Journal Article Service provider training programs at odds with customer requirements in five-star hotelsMcColl-Kennedy, Janet R. and White, Tina (1997). Service provider training programs at odds with customer requirements in five-star hotels. Journal of Services Marketing, 11 (4), 249-264. doi: 10.1108/08876049710171713 |
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1997 Conference Publication Review of the use of the attitudinal construct in research on organisation-related mishaps to produce an alternative conceptualisation of the affective-cognitive paradigmMcDonald, L., Hartel, C. and McColl-Kennedy, J. R. (1997). Review of the use of the attitudinal construct in research on organisation-related mishaps to produce an alternative conceptualisation of the affective-cognitive paradigm. Australian and New Zealand Marketing Educators' Conference, Melbourne, Australia, 1-3 December, 1997. Melbourne: Australian and New Zealand Marketing Educators' Conference. |
