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Customer satisfaction should not be the only goal
Bennett, Rebekah; Rundle-Thiele, Sharyn - In: The journal of services marketing 18 (2004) 6-7, pp. 514-523
Persistent link: https://www.econbiz.de/10007100852
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Number 3 - Dimensions of consumer search behavior in services
McColl-Kennedy, Janet R.; Fetter Jr, Richard E. - In: The journal of services marketing 13 (1999) 2-3, pp. 242-265
Persistent link: https://www.econbiz.de/10007338112
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Service provider training programs at odds with customer requirements in five-star hotels
McColl-Kennedy, Janet R.; White, Tina - In: The journal of services marketing 11 (1997) 4-5, pp. 249-264
Persistent link: https://www.econbiz.de/10007367724
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Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitment
Mccoll-Kennedy, Janet R.; Anderson, Ronald D. - In: Journal of business research : JBR 58 (2005) 2, pp. 115-125
Persistent link: https://www.econbiz.de/10006713995
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Justice strategy options for increased customer satisfaction in a services recovery setting
Sparks, Beverley A.; Mccoll-Kennedy, Janet R. - In: Journal of business research : JBR 54 (2001) 3, pp. 209-218
Persistent link: https://www.econbiz.de/10006724464
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Special issue on services marketing: Australia
Mccoll-Kennedy, Janet R. - In: Journal of business research : JBR 54 (2001) 3, pp. 185-188
Persistent link: https://www.econbiz.de/10006724467
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Customer Rage Episodes: Emotions, Expressions and Behaviors
Mccoll-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222
Persistent link: https://www.econbiz.de/10008259742
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Opportunistic customer claiming during service recovery
Wirtz, Jochen; McColl-Kennedy, Janet R. - In: Journal of the Academy of Marketing Science 38 (2010) 5, pp. 654-676
Persistent link: https://www.econbiz.de/10008447598
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Involvement, satisfaction, and brand loyalty in a small business services setting
Russell-Bennett, Rebekah; Mccoll-Kennedy, Janet R.; … - In: Journal of business research : JBR 60 (2007) 12, pp. 1253-1260
Persistent link: https://www.econbiz.de/10007865896
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Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10010073978