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Wirtz, J. and McColl-Kennedy, J. R. (2005). Aggressive consumer claiming behavior in a service recovery context. In: C. W. DeMoranville, Marketing in an inter-connected world: Opportunities and challenges. 12th Biennial World Marketing Congress, Muenster, Germany, (). 6-9 July, 2005. 296  
Sookbang, 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. In: O. H. M. Yau and W. F. Shepherd, Problems & prospects in international business : perspectives from Asia. Academy of International Business, Southeast Asia Regional Conference (AIBSEAR), Brisbane, Australia, (567-573). 21-24 June, 1992. 428  
McColl-Kennedy, J. R. and Fetter, R. E. (2001) An empirical examination of the involvement of external search relationship in services marketing. Journal of Services Marketing, 15 2: 82-98. 89  
Nguyen, Doan T. and McColl-Kennedy, Janet R. (2005). A new conceptualisation of service recovery: Contractual, interactive and relational orientations. In: Sharon Purchase, Australian and New Zealand Marketing Academy Conference (ANZMAC 2005) : Broadening the Boundaries. Australian and New Zealand Marketing Academy Conference (ANZMAC 2005) : Broadening the Boundaries, Perth, Australia, (197-204). 5 -7 December, 2005. 152  
McColl-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. In: Neal M. Ashkanasy, Charmine E. J. Hartel and Wilfred P. Zerbe, Conference Program and Abstracts. 2nd International Conference on Emotions and Organizational Life, Ryerson Polytechnic University, Toronto, Canada, (17-18). 9-11th August, 2000. 314  
McColl-Kennedy, J. R. and Sparks, B. A. (2003) Application of fairness theory to service failures and service recovery. Journal of Service Research, 5 3: 251-266. doi:10.1177/1094670502238918 283 2 0
Bennett, R., Hartel, C. and McColl-Kennedy, J. R. (2004). A taxonomy of expressed emotion in complaints. In: Jose L. Manuera-Aleman, Worldwide Marketing. 33rd European Marketing Academy Conference (EMAC), Murcia, Spain, (). 18-21 May 2004. 204  
Summers, 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. 406  
McColl-Kennedy, J. R., Rundle-Thiele, S. and Ward, S. (2006). Australia: Changing consumer behavior and marketing. In A. Pecotich and C. J. Schultz II (Ed.), Handbook of Markets and Economies: East Asia, South-East Asia, Australia, New Zealand (pp. 23-46) Armonk, New York: M. E. Sharpe. 251  
McColl-Kennedy, Janet R. (1998). Australia: Changing consumer behaviour. In Anthony Pecotich and Clifford J. Schultz II (Ed.), Marketing and consumer behavior in East and South-east Asia (pp. 25-62) Sydney: McGraw-Hill. 825  
Kiel, Geoffrey C., McVey, Phillip and McColl-Kennedy, Janet R. Australian marketing planning practices. St Lucia: Department of Management, The University of Queensland, 1985. 78  
Hogan, S. J., McColl-Kennedy, J. R., Soutar, G. N. and Sweeney, J. C. (2008). Beyond the manufacturing mindset: Development of the professional service firm innovation (PSFI) scale. In: Spanjaard, D., Denize, S. and Sharma, N., Australian and New Zealand Marketing Academy Conference 2008: Marketing: Shifting the Focus from Mainstream to Offbeat. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, (1-6). 1-3 December 2008. 137  
Tombs, A. G. and McColl-Kennedy, J. R. (2002). Beyond the servicescape: Customer to customer interactions in the social servicescape. In: R. N. Shaw, S. Adam and H. McDonald, Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, (1461-1466). 2-4 December, 2002. 333  
McColl-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. In: Connections. Australian and New Zealand Marketing Academy Conference (ANZMAC 1998), Otago, New Zealand, (1500-1512). 29 November - 3 December, 1998. 148  
McColl-Kennedy, Janet R. and Yau, Oliver H. M. (1988). Causal modelling of household electricity consumption. In: Inaugural National Conference of Marketing Educators, Brisbane, Australia, (). 1-2 September, 1988. 432  
McColl-Kennedy, Janet, Cheung, Lilliemay and Ferrier, Elizabeth (2015) Co-creating service experience practices. Journal of Service Management, . 75 95
Jiraporn, S., Patterson, P. G. and McColl-Kennedy, J. R. (2009). Cognitive appraisals that trigger customer rage. In: Tojib, D., Sustainable Management and Marketing: ANZMAC 2009 Conference Proceedings. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, (1-8). 30 November - 2 December 2009. 96  
Salunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2013) Competing through service innovation: the role of bricolage and entrepreneurship in project-oriented firms. Journal of Business Research, 66 8: 1085-1097. doi:10.1016/j.jbusres.2012.03.005 212 1 0 Cited 4 times in Scopus4 0
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2009). Conceptualising and measuring service innovation in project-oriented service firms. In: Tojib, D., Sustainable Management and Marketing: ANZMAC 2009 Conference Proceedings. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, (1-6). 30 November - 2 December 2009. 194 2
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. (2006). Conceptualising the role of dynamic learning capabilities sevice firm competitive strategy. In: Frontiers in Services 2006. 15th Annual AMA Frontiers in Service Conference, Brisbane, (). June 29 - July 2 2006. 79  
Salunke, S. S., Weerawardena, J. and McColl-Kennedy, J. R. (2006). Conceptualising the service firm competitive strategy in hypercompetitive environments. In: Y. Ali and M. van Dessel, Advancing Theory, Maintaining Relevance. Australian and New Zealand Marketing Academy Conference (ANZMAC 2006) : Advancing Theory, Maintaining Relevance, Brisbane, Australia, (1-7). 4-6 December, 2006. 102  
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2007). Conceptualizing the new service development based competitive strategy in project oriented service firms. In: C. W. DeMoranville, Academy of Marketing Science, World Marketing Congress, Verona, Italy, 2007. World Marketing Congress 2007, Verona, Italy, (139-139). 11-14 July, 2007. 150  
McColl-Kennedy, Janet R. and Fetter, Richard E. (1999) Consumer involvement differences between professional services and non-professional services. Journal of Professional Services Marketing, 19 2: 93-106. 106  
Dahringer, Lee D., Frame, C. D., Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1991) Consumer involvement in services: An international evaluation. Journal of International Consumer Marketing, 3 2: 61-78. 66  
Dahringer, Lee D., Frame, Charles D., Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1994). Consumer involvement in services: An international evaluation. In Salah S. Hassan and Erdener Kaynak (Ed.), Globalization of consumer markets: Structures and strategies (pp. 143-156) New York: International Business Press. 78  
McColl-Kennedy, Janet R., Dahringer, Lee D. and Yau, Oliver H. M. (1992). Consumer involvement in services: A process oriented model. In: Australasian Marketing Educators Conference, Perth, (669-683). 4-6 February, 1992. 69  
Hodkinson, 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. In: Emerging issues in services marketing: Emotions, e-marketing and encounters. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, Australia, (69-69). 3-5 July, 2002. 292  
Tombs, A. and McColl-Kennedy, J. R. (2007). Consumers as social spatial influencers. In: C. W. DeMoranville, Academy of Marketing Science, World Marketing Congress, Verona, Italy, 2007. World Marketing Congress 2007, Verona, Italy, (278-278). 11-14 July, 2007. 64  
Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1988). Consumer trends in Australia. In: Academy of International Business, Southeast Asia Regional Conference (AIBSEAR), Bangkok, Thailand, (1-12). 23-25 June, 1988. 351  
Hodkinson, 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 227   14 0
Tan, W. Y. and McColl-Kennedy, Janet R. (1998). Culture, customer satisfaction, assessment, cognitive, affective and outcome behaviours of dyadic service encounters: A conceptual model. In: Proceedings of the 1998 Annual Conference of the Australian and New Zealand Academy of Management (ANZAM), Adelaide, Australia, (). 6-9 December, 1998. 132  
McColl-Kennedy, J. R. and Nguyen, D. (2002). Customer anger and cognitive appraisal in a service recovery setting. In: R. N. Shaw, S. Adam and H. McDonald, Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, (1671-1677). 2-4 December, 2002. 80  
Nguyen, D. T. and McColl-Kennedy, J. R. (2002). Customer cognitive appraisal and anger in the service recovery context: A conceptual framework. In: J. R. McColl-Kennedy and S. Rundle-Thiele, Emerging issues in services marketing: Emotions, e-marketing and encounters. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, (1-182). 3-5 July. 176  
McColl-Kennedy, Janet R. and Smith, Amy K. (2006). Customer emotions in service failure and recovery encounters. In Wilfred J. Zerbe, Neal M. Ashkanasy and Charmine E.J. Härtel (Ed.), Individual and organizational perspectives on emotion management and display (pp. 243-275) Bingley, United Kingdom: Emerald Group Publishing. doi:10.1016/S1746-9791(06)02010-4 255 3666 Cited 4 times in Scopus4 0
Surachartkumtonkun, Jiraporn, Patterson, Paul G. and McColl-Kennedy, Janet R. (2013) Customer rage back-story: Linking needs-based cognitive appraisal to service failure type. Journal of Retailing, 89 1: 72-87. doi:10.1016/j.jretai.2012.06.001 125 2 3 Cited 5 times in Scopus5 0
McColl-Kennedy, Janet R., Patterson, Paul G., Smith, Amy K. and Brady, Michael K. (2009) Customer rage episodes: Emotions, expressions and behaviors. Journal of Retailing, 85 2: 222-237. doi:10.1016/j.jretai.2009.04.002 405 2 35 Cited 44 times in Scopus44 0
Patterson, P. G., McColl-Kennedy, J. R., Smith, A. K. and Lu, Z. (2009) Customer rage: Triggers, tipping points, and take-outs. Harvard Business Review Case Study, Prod. #: CMR438-PDF-ENG . 181  
Patterson, Paul G., McColl-Kennedy, Janet R., Smith, Amy K. and Lu, Zhi (2009) Customer rage: Triggers, tipping points, and take-outs. California Management Review, 52 1: 6-28. 862 5 10 Cited 14 times in Scopus14
McOmish, Margaret and McColl-Kennedy, Janet R. (2004). Customers affective responses to retail servicescapes: An exploratory study. In: Jim Wiley and Peter Thirkell, Marketing Accountabilities and Responsibilities: ANZMAC 2004 Conference Proceedings. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, (1-8). 29 November-1 December 2004. 429  
McColl-Kennedy, Janet R., Sparks, Beverley A. and Nguyen, Doan T. (2011) Customer's angry voice: Targeting employees or the organization?. Journal of Business Research, 64 7: 707-713. doi:10.1016/j.jbusres.2010.08.004 189   4 Cited 9 times in Scopus9 0
McColl-Kennedy, J. R., Vargo, S., Dagger, T. and Sweeney, J. (2009). Customers as resource integrators: Styles of customer co-creation. In: Service-Dominant Logic, Service Science, and Network Theory. The 2009 Naples Forum on Services, Capri, Italy, (). 16-19 June, 2009. 212  
Tombs, A. G. and McColl-Kennedy, J. R. (2003). Customers as spatial and social influencers on other customers in the social-servicescape. In: G. Geursen, R. Kennedy and M. Tolo, ANZMAC2003 Proceedings: A Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution. Australian and New Zealand Marketing Academy Conference (ANZMAC 2003), Adelaide, Australia, (2090-2097). 1-3 December 2003. 212  
McColl-Kennedy, J. R. (1998). Customer satisfaction, assessment, intentions and outcome behaviors of dyadic service encounters: A conceptual model. In: John B. Ford and Earl D. Honeycutt, Developments in marketing science. Annual Conference of the Academy of Marketing Science, Norfolk, Vermont, (48-54). May, 1998. 150  
McColl-Kennedy, J. R. and Tombs, A. G. (2005). Customer to customer emotional contagion and counter-contagion in a social service setting. In: Roland T. Rust, Abstracts and Programs. 14th Annual Frontiers in Services Conference, Tempe, Arizona, (113-113). 6-9 October, 2005. 173  
Tombs, A. G. and McColl-Kennedy, J. R. (2005). Customer to customer emotional contagion: Group vs private purchase occasions. In: J. Wirtz, 4th SERVSIG Research Conference 2005, Singapore, (33-33). 2-4 June, 2005. 107  
Nguyen, D. and McColl-Kennedy, J. R. (2003) Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal, 11 2: 46-55. 299  
McColl-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 268   0
McColl-Kennedy, J. R. and Dann, S. J. (1989) Electricity tariffs: Social policy implications. Australian Journal of Public Administration, 48 3: 285-290. doi:10.1111/j.1467-8500.1989.tb02228.x 86   0 0
Bennett, R.,, Hartel, C. E. J., McColl-Kennedy, J. R and James, C. E. (2003). Emotions and Complaining Behavior Following Service Failure. In: Democracy in a Knowledge Economy: Annual Meeting, Seattle, USA, (). 1 – 6 August, 2003. 27  
Bennett, R., Hartel, C., McColl-Kennedy, J. R. and James, C. E. (2003). Emotions and complaining behaviour following a service failure. In: Dennis H. Nagao, Democracy in a Knowledge Economy. 63rd Annual Meeting of the Academy of Management, Seattle, Washington, (). 1-6 August, 2003. 107  

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