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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.    
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.    
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.     Cited 31 times in Scopus31
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.    
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.    
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     Cited 269 times in Scopus269 0
Hodkinson, C. and Kiel, G. C. (1999). A research agenda for consumer behaviour on the WWW. In: J. R. McColl-Kennedy, A. Rowe, M. Hume and E. Manners, Proceedings of the International Services Marketing Conference '99: Unlocking the secrets to service success: Innovative thinking in technology, relationship management and the human interace. International Services Marketing Conference '99, St Lucia, QLD, Australia, (41). 5-7 April 1999.    
Drennan, J. C. and Kennedy, J. T. (1999). A study of factors impacting on small business Internet use in the service sector. In: J. R. McColl-Kennedy, A. Rowe, M. Hume and E. Manners, Proceedings of the International Services Marketing Conference '99: Unlocking the secrets to service success: Innovating thinking in technology, relationship management and the human interface. International Services Marketing Conference '99, Brisbane, QLD, Australia, (5). 5-7 April 1999.    
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.    
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.    
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.    
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.    
Australian marketing: A casebook. Edited by Janet R. McColl-Kennedy, Oliver H. M. Yau and Reg Hardman Sydney: Harper & Row, 1990.    
Kiel, Geoffrey C., McVey, Phillip and McColl-Kennedy, Janet R. Australian marketing planning practices. St Lucia: Department of Management, The University of Queensland, 1985.    
Johnson, M. (1999). Baby boomers: The influence of life satisfaction on the formation of intentions to seek financial planning advice. In: J. R. McColl-Kennedy, A. Rowe, M. Hume and E. Manners, 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 '99, Univ.of Qld, (43). April 5-7, 1999.    
Soutar, Geoffrey N., Sweeney, Jillian C. and McColl-Kennedy, Janet R. (2015). Best-worst scaling: An alternative to ratings data. In Jordan J. Louviere, Terry N. Flynn and A.A.J. Marley (Ed.), Best-worst scaling: theory, methods and applications (pp. 177-188) Cambridge, United Kingdom: Cambridge University Press. doi:10.1017/CBO9781107337855.010     Cited 3 times in Scopus3 0
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.    
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.    
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.    
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.    
Frazer, L. (1999). Causes of disruption to franchise operations. In: J. R. McColl-Kennedy, A. Rowe, M. Hume and E. Manners, 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 '99, Univ.of Qld, (6). April 5-7, 1999.    
McColl-Kennedy, Janet R., Cheung, Lilliemay and Ferrier, Elizabeth (2015) Co-creating service experience practices. Journal of Service Management, 26 2: 249-275. doi:10.1108/JOSM-08-2014-0204     31 Cited 39 times in Scopus39 0
Frow, Pennie, McColl-Kennedy, Janet R. and Payne, Adrian (2016) Co-creation practices: their role in shaping a health care ecosystem. Industrial Marketing Management, 56 24-39. doi:10.1016/j.indmarman.2016.03.007     32 Cited 48 times in Scopus48 1
McColl-Kennedy, Janet R., Hogan, Suellen J., Witell, Lars and Snyder, Hannah (2017) Cocreative customer practices: effects of health care customer value cocreation practices on well-being. Journal of Business Research, 70 55-66. doi:10.1016/j.jbusres.2016.07.006     15 Cited 26 times in Scopus26 0
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.    
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     39 Cited 57 times in Scopus57 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.   1
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.    
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.    
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.    
Gustafsson, Anders, Aksoy, Lerzan, Brady, Michael K., McColl-Kennedy, Janet R., Sirianni, Jancy J., Witell, Lars and Wuenderlich, Nancy V. (2015) Conducting service research that matters. Journal of Services Marketing, 29 6/7: 425-429. doi:10.1108/JSM-02-2015-0103   48 11 Cited 11 times in Scopus11 0
Cheung, Lilliemay, McColl-Kennedy, Janet and Coote, Leonard V. (2017) Consumer-citizens mobilizing social capital following a natural disaster: Effects on well-being. Journal of Services Marketing, 31 4/5: 438-451. doi:10.1108/JSM-05-2016-0192     3 Cited 2 times in Scopus2 8
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.     Cited 1 times in Scopus1
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.    
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.    
Dahringer, Lee D., Frame, Charles D., Yau, Oliver and McColl-Kennedy, Janet (1991) Consumer involvement in services: An international evaluation. Journal of International Consumer Marketing, 3 2: 61-78. doi:10.1300/J046v03n02_05     Cited 2 times in Scopus2
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.    
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.    
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.    
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.    
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     22 Cited 32 times in Scopus32 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.    
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.    
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.    
Sweeney, Jillian C., Danaher, Tracey S. and McColl-Kennedy, Janet R. (2015) Customer effort in value cocreation activities: improving quality of life and behavioral intentions of health care customers. Journal of Service Research, 18 3: 318-335. doi:10.1177/1094670515572128     56 Cited 73 times in Scopus73 0
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   4186 Cited 14 times in Scopus14 0
McColl-Kennedy, Janet R. and Smith, Amy K. (2006). CUSTOMER EMOTIONS IN SERVICE FAILURE AND RECOVERY ENCOUNTERS. In: Zerbe, WJ, Hartel, C and Ashkanasy, N, 4th International Conference on Emotions and Organizational Life, London England, (237-268). Jun, 2004. doi:10.1016/S1746-9791(06)02010-4     16 Cited 14 times in Scopus14 0
Bolton, Ruth N., McColl-Kennedy, Janet R., Cheung, Lilliemay, Gallan, Andrew, Orsingher, Chiara, Witell, Lars and Zaki, Mohamed (2018) Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29 5: 776-808. doi:10.1108/josm-04-2018-0113     0 Cited 7 times in Scopus7 1
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     27 Cited 34 times in Scopus34 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     93 Cited 100 times in Scopus100 0

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