Narrow search
Showing 11 - 20 of 122
Cover Image
Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
Cover Image
Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K. - In: California management review 52 (2009/10) 1, pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
Cover Image
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
Cover Image
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. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Cover Image
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. 222-237
Persistent link: https://www.econbiz.de/10003870743
Cover Image
Opportunistic customer claiming during service recovery
Wirtz, Jochen; McColl-Kennedy, Janet R. - In: Journal of the Academy of Marketing Science 38 (2010) 5, pp. 654-675
Persistent link: https://www.econbiz.de/10008747760
Cover Image
How professional service firms compete in the market: an exploratory study
Amonini, Claudia; McColl-Kennedy, Janet R.; Soutar, … - In: Journal of marketing management : MM 26 (2010) 1/2, pp. 28-55
Persistent link: https://www.econbiz.de/10003979622
Cover Image
Special issue on health care in service science
McColl-Kennedy, Janet R. (contributor) - 2014
Persistent link: https://www.econbiz.de/10010427952
Cover Image
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Cover Image
Co-creating service experience practices
McColl-Kennedy, Janet R.; Cheung, Lilliemay; Ferrier, … - In: Journal of service management 26 (2015) 2, pp. 249-275
Persistent link: https://www.econbiz.de/10011401339