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Number of items: 12.


Smith, Anne (2013). The value co-destruction process: a customer resource perspective. European Journal of Marketing, 47(11/12) pp. 1889–1909. file


Smith, Anne M. and O'Sullivan, Terry (2012). Environmentally responsible behaviour in the workplace: an internal social marketing approach. Journal of Marketing Management, 28(3-4) pp. 469–493. restricted access item, not available for direct download


Smith, Anne (2011). Internal social marketing: lessons from the field of services marketing. In: Hastings, Gerard; Angus, Kathryn and Bryant, Carol eds. The Sage Handbook of Social Marketing. Sage, pp. 298–316. file


Reynolds, Nina and Smith, Anne (2010). Assessing the impact of response styles on cross-cultural service quality evaluation: a simplified approach to eliminating the problem. Journal of Service Research, 13(2) pp. 230–243. file


Smith, Anne and Reynolds, Nina (2009). Affect and cognition as predictors of behavioural intentions towards services. International Marketing Review, 26(6) pp. 580–600. file


Whittington, Richard; Molloy, Eamonn; Mayer, Michael and Smith, Anne (2006). Practices of strategising/organising: Broadening strategy work and skills. Long Range Planning, 39(6) pp. 615–629.

Smith, Anne (2006). A cross-cultural perspective on the role of emotion in negative service encounters. Service Industries Journal, 26(7) pp. 709–726.


Smith, Anne M. and Fischbacher, Moira (2005). New service development: a stakeholder perspective. European Journal of Marketing, 39(9/10) pp. 1025–1048.


Smith, Anne (2003). International bank retailing: identifying cross-cultural differences in consumers service quality expectations. In: Bruce, Margaret; Moore, Christopher and Birtwistle, Grete eds. International retail marketing: a case study approach. London, UK: Butterworth-Heinemann.


Smith, Anne M. and Reynolds, Nina L. (2002). Measuring cross cultural service quality: a framework for assessment. International Marketing Review, 19(5) pp. 450–481.

Laing, Angus; Fischbacher, Moira; Hogg, Gillian and Smith, Anne (2002). Managing and marketing health services. London, UK: Thomson Learning EMEA.


Smith, Anne M. and Fischbacher, Moira (2001). Service design in the NHS: collaboration or conflict? Journal of Marketing Management, 18(9/10) pp. 923–951.

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