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Keeffe, Dominique, Bennett, Rebekah and Tombs, Alastair (2006). An investigation of cognitive, emotional and negative behavioural responses to service recovery strategies. In: George J. Avlonitis, Nikolaos Papavassiliou and Paulina Papastathopoulou, Sustainable Marketing Leadership: A synthesis of polymorphous axioms, strategies and tactics. Proceedings of the 35th EMAC Conference. European Marketing Academy Conference (35th, EMAC, 2006), Athens, Greece, (1-11). 23-26 May 2006. 86  
Keeffe, D., Bennett, R. and Tombs, A. G. (2006). Caveat venditor: How emotions and cognition influence consumers' negative behavioral responses to service recovery. In: N. M. Ashkanasy, Fifth International Conference on Emotions and Worklife (Emonet V) Conference program and Paper Abstracts. Fifth International Conference on Emotions and Worklife (Emonet V), Atlanta, GA, USA, (13). 10-12 August, 2006. 96  
Bennett, R., Hartel, C., Nguyen, D. T. T. and Keeffe, D. (2006). Motives for complaining to a third party. In: Academy of Management 2006 Annual Meeting Proceedings: Organizational Behavior Paper Abstracts. Annual Meetings of the Academy of Management, Atlanta, Georgia, (80-80). 11-16 August, 2006. 59  
Ng, Sandy, Dagger, Tracey and Bennett, Rebekah (2005). The antecedents and consequences of customer emotions in the consumption of collective mass hedonic services: A conceptual model. In: Sharon Purchase, ANZMAC 2005 Conference Proceedings: Broadening the Boundaries. Australia and New Zealand Marketing Academy Conference (ANZMAC, 2005), Fremantle, WA, Australia, (188-196). 5-7 December 2005. 73