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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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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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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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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 Quality of life goals: How relevant is the advice of financial planners?Johnson, M. and McColl-Kennedy, J. R. (1997). Quality of life goals: How relevant is the advice of financial planners?. 22nd Annual Macro-Marketing Conference, Bergen, Norway, 14-17 June, 1997. Bergen, Norway: 22nd Annual Macro-Marketing Conference. |
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1997 Conference Publication Incorporating attributional theory and the theory of reasoned 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, Lyn (1997). Incorporating attributional theory and the theory of reasoned action within an affective events theory framework to produce a contingency predictive model of consumer reactions to organizational mishaps. 25th Annual Conference of the Association for Consumer Research, Denver, CO, U.S.A., 16-19 October 1997. Duluth, MN, U.S.A.: Association for Consumer Research. |
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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. |
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1995 Conference Publication Revised personal involvement for services' proceedingsMcColl-Kennedy, J. R., Fetter, R. and Dahringer, L. D. (1995). Revised personal involvement for services' proceedings. 7th Bi-annual World Marketing Congress of the Academy of Marketing Science, Melbourne, Australia, 6-10 July, 1995. Melbourne: Monash University. |
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1994 Book Marketing: Concepts and strategies (2nd edition)McColl-Kennedy, J. R., Kiel, G.C., Lusch, R. F. and Lusch, V. N. (1994). Marketing: Concepts and strategies (2nd edition). Melbourne, Victoria: Nelson Thomson Learning. |
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1994 Book Chapter Consumer involvement in services: An international evaluationDahringer, Lee D., Frame, Charles D., Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1994). Consumer involvement in services: An international evaluation. Globalization of consumer markets: Structures and strategies. (pp. 143-156) edited by Salah S. Hassan and Erdener Kaynak. New York: International Business Press. |
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1993 Journal Article Money or motivation? Compensating the salesforceMcColl-Kennedy, Janet R., Kiel, Geoffrey C. and Dann, Susan J. (1993). Money or motivation? Compensating the salesforce. Marketing Intelligence and Planning, 11 (1), 13-19. doi: 10.1108/02634509310024137 |
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1992 Journal Article Energy consumption patterns of mature Australian consumersMcColl-Kennedy, Janet R., Dahringer, Lee D. and Yau, Oliver H. M. (1992). Energy consumption patterns of mature Australian consumers. Journal of International Consumer Marketing, 4 (3), 35-61. doi: 10.1300/J046v04n03_04 |
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1992 Conference Publication A model of the determinants of perceived service quality and satisfaction: A preliminary studySookbang, N., Yau, O. H. M. and McColl-Kennedy, J. R. (1992). A model of the determinants of perceived service quality and satisfaction: A preliminary study. Academy of International Business, Southeast Asia Regional Conference (AIBSEAR), Brisbane, Australia, 21-24 June, 1992. Toowomba, Queensland: University of Southern Queensland Press. |
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1992 Book Marketing: Concepts and strategiesMcColl-Kennedy, J. R., Kiel, G. C., Lusch, R. F. and Lusch, V. N. (1992). Marketing: Concepts and strategies. Melbourne, Victoria: Nelson Thomson Learning. |
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1992 Conference Publication Travel patterns of the over 50s: Practical implicationsCamden, D. and McColl-Kennedy, J. R. (1992). Travel patterns of the over 50s: Practical implications. E.S.O.M.A.R., Amsterdam, The Netherlands, 1992. Amsterdam Netherlands: ESOMAR. |
