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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
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Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.; McColl-Kennedy, Janet R.; Dagger, Tracey S. - In: European journal of marketing : EJM 46 (2012) 9, pp. 1171-1195
Persistent link: https://www.econbiz.de/10010021191
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Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms
Salunke, Sandeep; Weerawardena, Jay; McColl-Kennedy, … - In: Journal of business research : JBR 66 (2013) 8, pp. 1085-1097
Persistent link: https://www.econbiz.de/10010119585
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Dynamic customer value cocreation in healthcare
Danaher, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C. - In: Journal of service research 27 (2024) 2, pp. 177-193
Persistent link: https://www.econbiz.de/10014580413
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Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R
Bennett, Rebekah; Härtel, Charmine E.J.; … - In: Industrial marketing management : the international … 34 (2005) 1, pp. 97
Persistent link: https://www.econbiz.de/10006230582
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The relationship between Internet use and perceived performance in retail and professional service firms
Drennan, Judy; Mccoll-Kennedy, Janet R. - In: The journal of services marketing 17 (2003) 2-3, pp. 295
Persistent link: https://www.econbiz.de/10007105317
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Money or Motivation?: Compensating the salesforce - Seeks to provide some Australian data on the experience of salespeople employed by manufacturing firms.
McColl-Kennedy, Janet R.; Kiel, Geoffrey C.; Dann, Susan J. - In: Marketing intelligence & planning 11 (1993) 1, pp. 13-19
Persistent link: https://www.econbiz.de/10007015469
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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. 222-238
Persistent link: https://www.econbiz.de/10008889572