Browse By Person: Keeffe, Dominique
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Number of items: 12.
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.
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.
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.
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.
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.
Keeffe, Dominique Alexi (2010) Consumer misbehaviour during professional service encounters. PhD thesis, Queensland University of Technology.