• Conducting Service Research that Matters 

      Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael; McColl-Kennedy, Janet; Sirianni, Nancy; Witell, Lars; Wünderlich, Nancy V. (Journal article; Peer reviewed, 2015)
      Purpose –The purpose of this essay is to encourage the reader to think differently about service related issues, and to strive to conduct service research that makes a transformational impact on individuals, organizations, ...
    • Dynamics of wellbeing co-creation: a psychological ownership perspective 

      Chen, Tom; Dodds, Sarah; Finsterwalder, Jörg; Witell, Lars; Cheung, Lilliemay; Falter, Mareike; Garry, Tony; Snyder, Hannah; McColl-Kennedy, Janet (Journal article; Peer reviewed, 2020)
      People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing ...
    • Fresh perspectives on customer experience 

      McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe; Perks, Helen; Friman, Margareta (Journal article; Peer reviewed, 2015)
      Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the ...
    • Small details that make big differences: a radical approach to consumption experience as a firm’s differentiating strategy 

      Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, Janet; Sirianni, Nancy J.; Tse, David K. (Journal article; Peer reviewed, 2014)
      Purpose – Service organizations and marketers have focused too much of their energy on their core service’s performance and too little emphasis on designing a customer journey that enhances the entire customer experience. ...