Currently browsing: Items authored or edited by Anne Smith

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

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.

• Download Accepted Manuscript (PDF / 251kB)

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

• Download Accepted Manuscript (PDF / 440kB)

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.

• Download Accepted Manuscript (PDF / 340kB)

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.

• Download Accepted Manuscript (PDF / 359kB)

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

• Download Accepted Manuscript (PDF / 220kB)

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.

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.

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.