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| Author | Identifier | Number of Items | Total Downloads |
|---|---|---|---|
| McColl-Kennedy, J |  https://orcid.org/0000-0003-1536-1194 |
41 | 10972 |
| Title | Author(s) | IrusType | Repository | Item URL | Total Downloads |
|---|---|---|---|---|---|
| Application of fairness theory to service failures and service recovery | McColl-Kennedy, J. R.; Sparks, B. A. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:64506 | 1 |
| Best-worst scaling: An alternative to ratings data | Soutar, Geoffrey N.; Sweeney, Jillian C.; McColl-Kennedy, Janet R. | Book Section | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:371486 | 2 |
| 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 | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:398636 | 8 |
| Competing through service innovation: the role of bricolage and entrepreneurship in project-oriented firms | Salunke, Sandeep; Weerawardena, Jay; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:274552 | 1 |
| Conducting service research that matters | Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; McColl-Kennedy, Janet R.; Sirianni, Jancy J.; Witell, Lars; Wuenderlich, Nancy V. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:370132 | 10 |
| Consumer-citizens mobilizing social capital following a natural disaster: Effects on well-being | Cheung, Lilliemay; McColl-Kennedy, Janet; Coote, Leonard V. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:681686 | 4 |
| Customer effort in value cocreation activities: improving quality of life and behavioral intentions of health care customers | Sweeney, Jillian C.; Danaher, Tracey S.; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:365642 | 940 |
| Customer emotions in service failure and recovery encounters | McColl-Kennedy, Janet R.; Smith, Amy K. | Book Section | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:71242 | 1358 |
| Customer rage back-story: Linking needs-based cognitive appraisal to service failure type | Surachartkumtonkun, Jiraporn; Patterson, Paul G.; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:278396 | 8 |
| Customer rage episodes: Emotions, expressions and behaviors | McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K.; Brady, Michael K. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:178839 | 20 |
| Customer rage: Triggers, tipping points, and take-outs | Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K.; Lu, Zhi | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:185656 | 218 |
| Customer's angry voice: Targeting employees or the organization? | McColl-Kennedy, Janet R.; Sparks, Beverley A.; Nguyen, Doan T. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:217961 | 3 |
| Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R | Bennett, R.; Hartel, C. E. J.; McColl-Kennedy, J. R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:71072 | 3 |
| Fresh perspectives on customer experience | McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe Jane; Perks, Helen; Friman, Margareta | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:370139 | 87 |
| Gender differences in perceptions of service experiences and word of mouth | Nguyen, D.; McColl-Kennedy, J. R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:100174 | 1 |
| Geysers or bubbling hot springs? A cross-cultural examination of customer rage from Eastern and Western perspectives | Patterson, Paul G.; Brady, Michael K.; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:391144 | 2 |
| Health care customer value cocreation practice styles | McColl-Kennedy, Janet R.; Vargo, Stephen L.; Dagger, Tracey S.; Sweeney, Jillian C.; van Kasteren, Yasmin | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:273832 | 25 |
| 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 | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:574395 | 3482 |
| How professional service firms compete in the market: An exploratory study | Amonini, Claudia; McColl-Kennedy, Janet R.; Soutar, Geoffrey N.; Sweeney, Jillian C. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:204837 | 3 |
| Involvement, satisfaction, and brand loyalty in a small business services setting | Russell-Bennett, R.; McColl-Kennedy, J. R.; Coote, L. V. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:131268 | 5 |
| Linking service failure types to cognitive appraisal | Surachartkumtonkun, Jiraporn; Patterson, Paul G.; McColl-Kennedy, Janet R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:237075 | 682 |
| Matching service recovery solutions to customer recovery preferences | Nguyen, Doan; McColl-Kennedy, Janet R.; Dagger, Tracey S. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:274227 | 3 |
| Opportunistic customer claiming during service recovery | Wirtz, Jochen; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:185440 | 1 |
| Predictors of customer service training in hospitality firms | Butcher, K.; Sparks, B.; McColl-Kennedy, J. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:176434 | 3 |
| Professional service firms are relationship marketers: But does size matter? | McColl-Kennedy, J. R.; Sweeney, J. C.; Soutar, G. N.; Amonini, C. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:127543 | 205 |
| Reconceptualizing professional service firm innovation capability: Scale development | Hogan, Suellen J.; Soutar, Geoffrey, N.; McColl-Kennedy, Janet R.; Sweeney, Jillian C. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:259604 | 932 |
| Resource integration in liminal periods: Transitioning to transformative service | Cheung, Lilliemay; McColl-Kennedy, Janet | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:370121 | 5 |
| Service encounter needs theory: a dyadic, psychosocial approach to understanding service encounters | Bradley, Graham L.; McColl-Kennedy, Janet R.; Sparks, Beverley A.; Jimmieson, Nerina L.; Zapf, Dieter | Book Section | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:209269 | 2 |
| Social and spatial influence of customers on other customers in the social-servicescape | Tombs, Alastair G.; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:218240 | 5 |
| Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitment | McColl-Kennedy, Janet R.; Anderson, Ronald D. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:71079 | 6 |
| Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors | Bradley, Graham L.; Sparks, Beverley A.; Zapf, Dieter; McColl-Kennedy, Janet R.; Jimmieson, Nerina L. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:302470 | 1 |
| The impact of social density, purchase occasion and displayed emotions of others on customer affect and behavioural intentions | Tombs, A. G.; McColl-Kennedy, J. R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:101863 | 27 |
| The importance of physical, social and contextual elements of the social-servicescape on customer affect and repurchase intentions | Tombs, A. G.; McColl-Kennedy, J. R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:100172 | 61 |
| The marketing practices-performance relationship in professional service firms | Sweeney, Jillian C.; Soutar, Geoffrey N.; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:243272 | 5 |
| The role of gender in reactions to service failure and recovery | McColl-Kennedy, J. R.; Daus, C. S.; Sparks, B. A. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:64507 | 2 |
| The social servicescape: A conceptual model | Tombs, A. G.; McColl-Kennedy, J. R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:98453 | 765 |
| They may play up but it's your fault: The attributions toward other customers | Tombs, Alastair G.; McColl-Kennedy, Janet R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:228313 | 2 |
| Third party customers infecting other customers for better or for worse | Tombs, Alastair G.; McColl-Kennedy, Janet R. | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:291673 | 3 |
| Understanding service failure and recovery: A customer-based phenomenographic approach | Nguyen, D.; McColl-Kennedy, J. R. | Conference Papers/Posters | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:99931 | 35 |
| Unpacking customer rage elicitation: a dynamic model | Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet; Patterson, Paul | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:340783 | 303 |
| Value propositions: a service ecosystems perspective | Frow, Pennie; McColl-Kennedy, Janet R.; Hilton, Toni; Davidson, Anthony; Payne, Adrian; Brozovic, Danilo | Article | University of Queensland [UQ eSpace] | https://espace.library.uq.edu.au/view/UQ:331065 | 1743 |
