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1

Impact of leadership style and emotions on subordinate performance

Janet R McColl-Kennedy, Ronald D Anderson

Journal:

The Leadership Quarterly

Year:

2002

Language:

english

File:

PDF, 130 KB

english, 2002

2

Customer experience challenges: bringing together digital, physical and social realms

Bolton, Ruth N., McColl-Kennedy, Janet R., Cheung, Lilliemay, Gallan, Andrew, Orsingher, Chiara, Witell, Lars, Zaki, Mohamed

Journal:

Journal of Service Management

Year:

2018

Language:

english

File:

PDF, 483 KB

english, 2018

3

Measuring customer satisfaction: Why, what and how

McColl-Kennedy, Janet, Schneider, Ursula

Journal:

Total Quality Management

Year:

2000

Language:

english

File:

PDF, 238 KB

english, 2000

4

Reconceptualizing professional service firm innovation capability: Scale development

Suellen J. Hogan, Geoffrey N. Soutar, Janet R. McColl-Kennedy, Jillian C. Sweeney

Journal:

Industrial Marketing Management

Year:

2011

Language:

english

File:

PDF, 270 KB

english, 2011

5

Towards a model of dynamic capabilities in innovation-based competitive strategy: Insights from project-oriented service firms

Sandeep Salunke, Jay Weerawardena, Janet R. McColl-Kennedy

Journal:

Industrial Marketing Management

Year:

2011

Language:

english

File:

PDF, 422 KB

english, 2011

6

Subordinate–manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitment

Janet R. McColl-Kennedy, Ronald D. Anderson

Journal:

Journal of Business Research

Year:

2005

Language:

english

File:

PDF, 356 KB

english, 2005

7

Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms

Salunke, Sandeep, Weerawardena, Jay, McColl-Kennedy, Janet R.

Journal:

Journal of Business Research

Year:

2013

Language:

english

File:

PDF, 522 KB

english, 2013

8

Organizational strategies for filling the customer can-do/must-do gap

Ford, Robert C., McColl-Kennedy, Janet R.

Journal:

Business Horizons

Year:

2015

Language:

english

File:

PDF, 322 KB

english, 2015

9

Co-creation practices: Their role in shaping a health care ecosystem

Frow, Pennie, McColl-Kennedy, Janet R., Payne, Adrian

Journal:

Industrial Marketing Management

Year:

2016

Language:

english

File:

PDF, 1.12 MB

english, 2016

10

Text mining analysis roadmap (TMAR) for service research

Zaki, Mohamed, McColl-Kennedy, Janet R.

Journal:

Journal of Services Marketing

Year:

2020

File:

PDF, 1.42 MB

2020

11

Justice strategy options for increased customer satisfaction in a services recovery setting

Beverley A Sparks, Janet R McColl-Kennedy

Journal:

Journal of Business Research

Year:

2001

Language:

english

File:

PDF, 141 KB

english, 2001

12

How professional service firms compete in the market: an exploratory study

Amonini, Claudia, McColl-Kennedy, Janet R., Soutar, Geoffrey N., Sweeney, Jillian C.

Journal:

Journal of Marketing Management

Year:

2010

Language:

english

File:

PDF, 223 KB

english, 2010

13

Gaining Customer Experience Insights That Matter

McColl-Kennedy, Janet R., Zaki, Mohamed, Lemon, Katherine N., Urmetzer, Florian, Neely, Andy

Journal:

Journal of Service Research

Year:

2018

Language:

english

File:

PDF, 432 KB

english, 2018

14

Opportunistic customer claiming during service recovery

Jochen Wirtz, Janet R. McColl-Kennedy

Journal:

Journal of the Academy of Marketing Science

Year:

2010

Language:

english

File:

PDF, 350 KB

english, 2010

15

Involvement, satisfaction, and brand loyalty in a small business services setting

Rebekah Russell-Bennett, Janet R. McColl-Kennedy, Leonard V. Coote

Journal:

Journal of Business Research

Year:

2007

Language:

english

File:

PDF, 208 KB

english, 2007

16

Customer's angry voice: Targeting employees or the organization?

Janet R. McColl-Kennedy, Beverley A. Sparks, Doan T. Nguyen

Journal:

Journal of Business Research

Year:

2011

Language:

english

File:

PDF, 195 KB

english, 2011

17

Services Marketing: An Asia-Pacific Perspective

Janet R. McColl-Kennedy

Journal:

Australasian Marketing Journal (AMJ)

Year:

2001

Language:

english

File:

PDF, 61 KB

english, 2001

18

Social-Servicescape Conceptual Model

Tombs, Alastair, McColl-Kennedy, Janet R.

Journal:

Marketing Theory

Year:

2003

Language:

english

File:

PDF, 216 KB

english, 2003

19

Consumer Involvement in Services:

Dahringer, Lee D, Frame, Charles D, Yau, Oliver, McColl-Kennedy, Janet

Journal:

Journal of International Consumer Marketing

Year:

1991

Language:

english

File:

PDF, 3.21 MB

english, 1991

20

Small details that make big differences

Bo Edvardsson and Professor Philipp, Professor, N. Bolton, Ruth, Gustafsson, Anders, McColl-Kennedy, Janet, J. Sirianni, Nancy, K. Tse, David

Journal:

Journal of Service Management

Year:

2014

Language:

english

File:

PDF, 343 KB

english, 2014

21

Fresh perspectives on customer experience

McColl-Kennedy, Janet R., Gustafsson, Anders, Jaakkola, Elina, Klaus, Phil, Radnor, Zoe Jane, Perks, Helen, Friman, Margareta

Journal:

Journal of Services Marketing

Year:

2015

Language:

english

File:

PDF, 181 KB

english, 2015

22

Resource integration in liminal periods: transitioning to transformative service

Cheung, Lilliemay, McColl-Kennedy, Janet R.

Journal:

Journal of Services Marketing

Year:

2015

Language:

english

File:

PDF, 254 KB

english, 2015

23

Energy Consumption Patterns of Mature Australian Consumers

McColl-Kennedy, Dr. Janet R., Dahringer, Lee D, Yau, Oliver H.M

Journal:

Journal of International Consumer Marketing

Year:

1992

Language:

english

File:

PDF, 4.02 MB

english, 1992

24

Customer Rage: Triggers, Tipping Points, and Take-Outs

Paul G. Patterson, Janet R. McColl-Kennedy, Amy K. Smith and Zhi Lu

Journal:

California Management Review

Year:

2009

Language:

english

File:

PDF, 192 KB

english, 2009

25

Consumer-citizens mobilizing social capital following a natural disaster: effects on well-being

Cheung, Lilliemay, McColl-Kennedy, Janet R, Coote, Len, Baron, Steve, Rosenbaum, MarkScott

Journal:

Journal of Services Marketing

Year:

2017

Language:

english

File:

PDF, 569 KB

english, 2017

26

The central role of knowledge integration capability in service innovation-based competitive strategy

Salunke, Sandeep, Weerawardena, Jay, McColl-Kennedy, Janet R.

Journal:

Industrial Marketing Management

Year:

2018

Language:

english

File:

PDF, 907 KB

english, 2018

27

Theorizing beyond the horizon: service research in 2050

Keating, Byron W., McColl-Kennedy, Janet R., Solnet, David

Journal:

Journal of Service Management

Year:

2018

Language:

english

File:

PDF, 286 KB

english, 2018

28

Addressing vulnerability: what role does marketing play?

Cheung, Lilliemay, McColl-Kennedy, Janet R.

Journal:

Journal of Services Marketing

Year:

2019

File:

PDF, 336 KB

2019

29

Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R

Rebekah Bennett, Charmine E.J. Härtel, Janet R. McColl-Kennedy

Journal:

Industrial Marketing Management

Year:

2005

Language:

english

File:

PDF, 305 KB

english, 2005

30

Customer Rage Episodes: Emotions, Expressions and Behaviors

Janet R. McColl-Kennedy, Paul G. Patterson, Amy K. Smith, Michael K. Brady

Journal:

Journal of Retailing

Year:

2009

Language:

english

File:

PDF, 264 KB

english, 2009

31

Social and spatial influence of customers on other customers in the social-servicescape

Alastair G. Tombs, Janet R. McColl-Kennedy

Journal:

Australasian Marketing Journal (AMJ)

Year:

2010

Language:

english

File:

PDF, 386 KB

english, 2010

32

Special issue on services marketing: Australia

Janet R McColl-Kennedy

Journal:

Journal of Business Research

Year:

2001

Language:

english

File:

PDF, 60 KB

english, 2001

33

[Research on Emotion in Organizations] Individual and Organizational Perspectives on Emotion Management and Display Volume 2 || Chapter 10 Customer Emotions in Service Failure and Recovery Encounters

McColl-Kennedy, Janet R.

Year:

2006

Language:

english

File:

PDF, 265 KB

english, 2006

34

Application of Fairness Theory to Service Failures and Service Recovery

Mccoll-Kennedy, Janet R., Sparks, Beverley A.

Journal:

Journal of Service Research

Year:

2003

Language:

english

File:

PDF, 167 KB

english, 2003

35

Co-creating service experience practices

Elina Jaakkola, Anu Helkkula and Dr, Dr, McColl-Kennedy, Janet R, Cheung, Lilliemay, Ferrier, Elizabeth

Journal:

Journal of Service Management

Year:

2015

Language:

english

File:

PDF, 987 KB

english, 2015

36

Conducting service research that matters

Gustafsson, Anders, Aksoy, Lerzan, Brady, Michael K., McColl-Kennedy, Janet R., Sirianni, Nancy J., Witell, Lars, Wuenderlich, Nancy V.

Journal:

Journal of Services Marketing

Year:

2015

Language:

english

File:

PDF, 159 KB

english, 2015

37

Cocreative customer practices: Effects of health care customer value cocreation practices on well-being

McColl-Kennedy, Janet R., Hogan, Suellen J., Witell, Lars, Snyder, Hannah

Journal:

Journal of Business Research

Year:

2016

Language:

english

File:

PDF, 628 KB

english, 2016

38

The changing role of the health care customer: review, synthesis and research agenda

McColl-Kennedy, Janet R., Snyder, Hannah, Elg, Mattias, Witell, Lars, Helkkula, Anu, Hogan, Suellen J., Anderson, Laurel

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 630 KB

english, 2017

39

How do you feel today? Managing patient emotions during health care experiences to enhance well-being

McColl-Kennedy, Janet R., Danaher, Tracey S., Gallan, Andrew S., Orsingher, Chiara, Lervik-Olsen, Line, Verma, Rohit

Journal:

Journal of Business Research

Year:

2017

Language:

english

File:

PDF, 4.93 MB

english, 2017

40

Service ecosystem well-being: conceptualization and implications for theory and practice

Frow, Pennie, McColl-Kennedy, Janet R., Payne, Adrian, Govind, Rahul

Journal:

European Journal of Marketing

Year:

2019

File:

PDF, 612 KB

2019

41

Consumer web search behaviour: diagrammatic illustration of wayfinding on the web

CHRIS HODKINSON, GEOFFREY KIEL, JANET R. MCCOLL-KENNEDY

Journal:

International Journal of Human-Computer Studies

Year:

2000

Language:

english

File:

PDF, 257 KB

english, 2000

42

Engaging Public Sector Clients: From Service-Delivery to Co-production by John Alford

Janet R. McColl-Kennedy

Journal:

Australian Journal of Public Administration

Year:

2012

Language:

english

File:

PDF, 54 KB

english, 2012

43

Introduction to the special section “Is marketing academia losing its way? Perspectives from outside the US”

Roderick J. Brodie, Janet R. McColl-Kennedy

Journal:

Australasian Marketing Journal (AMJ)

Year:

2010

Language:

english

File:

PDF, 115 KB

english, 2010

44

Predictors of customer service training in hospitality firms

Ken Butcher, Beverley Sparks, Janet McColl-Kennedy

Journal:

International Journal of Hospitality Management

Year:

2009

Language:

english

File:

PDF, 190 KB

english, 2009

45

Editorial

Janet R. McColl-Kennedy, Paul Patterson

Journal:

Australasian Marketing Journal (AMJ)

Year:

2003

Language:

english

File:

PDF, 73 KB

english, 2003

46

Diffusing Customer Anger in Service Recovery: A Conceptual Framework

Doan T. Nguyen, Janet R. McColl-Kennedy

Journal:

Australasian Marketing Journal (AMJ)

Year:

2003

Language:

english

File:

PDF, 187 KB

english, 2003

47

Perceptions of Marketing Journals by Senior Academics in Australia and New Zealand

Gillian Sullivan Mort, Janet R. McColl-Kennedy, Geoffrey Kiel, Geoffrey N. Soutar

Journal:

Australasian Marketing Journal (AMJ)

Year:

2004

Language:

english

File:

PDF, 110 KB

english, 2004

48

Professional Service Firms are Relationship Marketers: But does size matter?

Janet R. McColl-Kennedy, Jillian C. Sweeney, Geoffrey N. Soutar, Claudia Amonini

Journal:

Australasian Marketing Journal (AMJ)

Year:

2008

Language:

english

File:

PDF, 341 KB

english, 2008

49

New Service Development and Competitive Advantage: A Conceptual Model

Jay Weerawardena, Janet R. McColl-Kennedy

Journal:

Australasian Marketing Journal (AMJ)

Year:

2002

Language:

english

File:

PDF, 184 KB

english, 2002

50

Third Party Customers Infecting Other Customers for Better or for Worse

Tombs, Alastair G., McColl-Kennedy, Janet R.

Journal:

Psychology and Marketing

Year:

2013

Language:

english

File:

PDF, 913 KB

english, 2013

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