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Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, … - In: Journal of service management 25 (2014) 2, pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
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Consumer lying behavior in service encounters
Snyder, Hannah; Witell, Lars; Gustafsson, Anders; … - In: Journal of business research : JBR 141 (2022), pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
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Customer's angry voice : targeting employees or the organization?
McColl-Kennedy, Janet R.; Sparks, Beverley; Nguyen, Doan T. - In: Journal of business research : JBR 64 (2011) 7, pp. 707-713
Persistent link: https://www.econbiz.de/10009151712
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Tensions and trade-offs in multi-actor service ecosystems
McColl-Kennedy, Janet R.; Cheung, Lilliemay; Coote, … - In: Journal of business research : JBR 121 (2020), pp. 655-666
Persistent link: https://www.econbiz.de/10012417385
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The changing role of the health care customer : review, synthesis and research agenda
McColl-Kennedy, Janet R.; Snyder, Hannah; Elg, Mattias; … - In: Journal of service management 28 (2017) 1, pp. 2-33
Persistent link: https://www.econbiz.de/10011654983
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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, … - In: Journal of service research : JSR 19 (2016) 3, pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
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The central role of knowledge integration capability in service innovation-based competitive strategy
Salunke, Sandeep; Weerawardena, Jay; McColl-Kennedy, … - In: Industrial marketing management : the international … 76 (2019), pp. 144-156
Persistent link: https://www.econbiz.de/10011990749
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Gaining customer experience insights that matter
McColl-Kennedy, Janet R.; Zaki, Mohamed; Lemon, Katherine N. - In: Journal of service research 22 (2019) 1, pp. 8-26
Persistent link: https://www.econbiz.de/10012005747
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Transforming community well-being through patients' lived experiences
Gallan, Andrew S.; McColl-Kennedy, Janet R.; … - In: Journal of business research : JBR 100 (2019), pp. 376-391
Persistent link: https://www.econbiz.de/10012023814
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Consumer-citizens mobilizing social capital following a natural disaster : effects on well-being
Cheung, Lilliemay; McColl-Kennedy, Janet R.; Coote, … - In: The journal of services marketing 31 (2017) 4/5, pp. 438-451
Persistent link: https://www.econbiz.de/10011742744