Browse By Person: Keeffe, Dominique
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Number of items: 12.
Ashkanasy, Neal, Edwards, Marissa, & Keeffe, Dominique (2006) Employee Responses to Organisational Wrongdoing as Coping Strategies: A Process Model and Integrative Review. In Kennedy, J & Di Milia, L (Eds.) Proceedings of the 20th ANZAM Conference "Management: Pragmatism, Philosophy, Priorities", 6 - 9 December 2006, Australia, Queensland, Yeppoon.
Bennett, Rebekah, Keeffe, Dominique, & Tombs, Alastair (2006) An Investigation of Cognitive, Emotional and Negative Behavioural Responses to Service Recovery Strategies. In Avlonitis, G, Papavassiliou, N, & Papastathopoulou, P (Eds.) Sustainable Marketing Leadership: Proceedings of the 35th EMAC Conference, 23 - 26 May 2006, Greece, Athens.
Keeffe, Dominique & Russell-Bennett, Rebekah (2006) An Investigation of Functional and Dysfunctional Consumer Behaviour During Frontline Service Encounters. In Ali, Y & van Dessel, M (Eds.) ANZMAC 2006 Conference Proceedings, 4 - 6 December 2006, Australia, Queensland, Brisbane.
Drennan, Penny, Keeffe, Dominique A., Russell-Bennett, Rebekah, & Drennan, Judy (2007) Designing a game to model consumer misbehavior. In Digital Games Research Association (DIGRA) International Conference, 24-28 September 2007, Tokyo, Japan.
Keeffe, Dominique A., Russell-Bennett, Rebekah, & Tombs, Alastair (2007) The Intentional use of service recovery strategies to influence consumer emotion, cognition and behaviour. In Hartel, C. E. J., Zerbe, W. J., & Ashkanasy, N. M. (Eds.) Research on Emotions in Organizations: Functionality, Intentionality and Morality, Elsevier, Atlanta, Ga., pp. 141-175.
Drennan, Judy C., Drennan, Penny, & Keeffe, Dominique A. (2007) Research in Consumer Misbehaviour: A Simulation Game Approach. In 2007 Australia And New Zealand Marketing Academy Conference (ANZMAC), 3-5 December 2007, Dunedin, New Zealand.
Drennan, Penny & Keeffe, Dominique A. (2007) Virtual Consumption: Using Player Types to Explore Virtual Consumer Behavior. In Ma, Lizhuang, Rauterberg, Matthias, & Nakatsu, Ryohei (Eds.) 6th International Conference: Entertainment Computing – ICEC 2007, September 15-17, 2007, Shanghai, China.
Keeffe, Dominique A., Russell-Bennett, Rebekah, & Tombs, Alastair (2008) Customer retaliation at the employee-customer interface. Journal of Management & Organization, 14(4), pp. 438-450.
Russell-Bennett, Rebekah, Keeffe, Dominique A., & Tombs, Alastair (2008) The mediating role of emotions on service recovery, blame and customer behaviour. In European Marketing Academy Conference, 27-30 May 2008, University of Brighton, Brighton.
Keeffe, Dominique Alexi (2010) Consumer misbehaviour during professional service encounters. PhD thesis, Queensland University of Technology.
Fisk, Ray, Grove, Stephen, Harris, Lloyd, Keeffe, Dominique A., Daunt, Kate, Russell-Bennett, Rebekah, et al. (2010) Customers behaving badly : a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing, 24(6), pp. 417-429.
Drennan, Judy & Keeffe, Dominique A. (2010) Five tools to manage and prevent customer misbehaviour during service experiences. In Arenstein, Seth (Ed.) Customer Experience Management: Lessons and insights for the cable industry. Access Intelligence, pp. 48-51.