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Article

Ashill, N. and Carruthers, J. (2009) Job resourcefuless, job burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23 (5). pp. 338-350. ISSN 0887-6045

Rod, M. , Ashill, N. and Carruthers, J. (2009) An examination of the relationship between service quality dimensions, overall internet banking service quality and cutomer satifaction: A New Zealand study. Journal of Marketing Intelligence and Planning, 27 (1). pp. 103-126. ISSN 0263-4503

Ashill, N. , Rod, M. and Carruthers, J. (2008) The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing , 16 (5). pp. 405-430. ISSN 0965-254X

Rod, M. , Ashill, N. and Carruthers, J. (2008) The relationship betweeen job demand stressors and service recovery performance in a state-owned enterprise. Journal of Retailing and Consumer Service, 15 (1). pp. 22-31. ISSN 0969-6989

Rod, M. , Ashill, N. and Carruthers, J. (2007) Pharmaceutical marketing return-on-investment: A european perspective. International Journal of Pharmaceutical and Healthcare Marketing , 1 (2). pp. 174-189. ISSN 1750-6123

Carruthers, J. , Rod, M. and Ashill, N. (2007) Purchaser-provider interaction in UK public health: Improving stakeholder cooperation. International Journal of Pharmaceutical and Healthcare Marketing , 1 (1). pp. 12-26. ISSN 1750-6123

Ashill, N. , Carruthers, J. and Krisjanous, J. (2006) The effect of management commitment to service quality on employees affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector. International Journal of Nonprofit and Voluntary Sector Marketing, 11 (4). pp. 271-287. ISSN 1465-4520

Rod, M. , Carruthers, J. and Ashill, N. (2006) Antecedents and outcomes of service recovery performance: Insights from an organisation post-corporatisation and post-deregulation. Innovative Marketing, 2 (2). pp. 20-31. ISSN 1814-2427

Rod, M. , Carruthers, J. and Ashill, N. (2006) Mapping and assessing the key management issues influencing UK public healthcare purchaser-provider cooperation. Qualitative Market Research: An international Journal , 9 (1). pp. 86-102. ISSN 1352-2752

Ashill, N. , Carruthers, J. and Krisjanous, J. (2005) Antecedents and outcomes of service recovery performance in a public healthcare environment. Journal of Services Marketing, 19 (5). pp. 293-308. ISSN 0887-6045

Ashill, N. , Carruthers, J. and Krisjanous, J. (2005) Antecedents and outcomes of service recovery performance in private healthcare. International Review on Public and Non-Profit Marketing, 1 (2). pp. 57-74. ISSN 1865-1984

Ashill, N. , Carruthers, J. and Krisjanous, J. (2004) Antecedents and outcomes of service recovery performance in a private healthcare environment. International Review on Public and Non-Profit Marketing, 1 (2). pp. 57-74. ISSN 1865-1984

Book Section

Ashill, N. , Carruthers, J. and Krisjanous, J. (2004) Antecedents of service recovery performance in the New Zealand public healthcare sector. In: Fullerton, S. and Moore, D. L. , eds. (2004) Contemporary Readings. Ypsilanti, MI: Academy of Business Administration, pp. 283-290. ISBN 1887676228

Conference or Workshop Item

Carruthers, J. , Eccarius, J. , Krisjanous, J. and Ashill, N. (2008) The effectiveness of threat appeals in the advertising of counselling services. In: World Social Marketing Conference, Brighton, 29-30 September, 2008.

Rod, M. , Carruthers, J. , Thirkell, P. and Ashill, N. (2008) Job resourcefulness and employee burnout: Frontline service recovery performance efforts in a call centre context. In: European Marketing Academy (EMAC), Brighton, UK, 27th-30th May, 2008.

Eccarius, K. , Ashill, N. , Krisjanous, J. and Carruthers, J. (2007) Towards a better understanding of the effectiveness of threat appeals for counselling services. In: ANZMAC , University of Otago, Dunedin, New Zealand, 3rd-5th December, 2007.

Carruthers, J. , Rod, M. and Ashill, N. (2007) The effect of management commitment to service quality on frontline employees' service recovery performance: An empirical investigation of a New Zealand state-owned enterprise. In: Academy of Marketing Conference , Kingston Business School at Royal Holloway Conference Centr, Egham, Surrey, UK, 3rd-6th July, 2007.

Carruthers, J. , Rod, M. , Shao, J. and Ashill, N. (2007) The relationships between work characteristics, burnout and employees' service recovery performance and affective outcomes: The study of a state-owned enterprise. In: The European Institute of Retailing and Services Studies (EIRASS) 14th International Conference, San Francisco, United States, 29th June -1st July, 2007.

Rod, M. , Carruthers, J. and Ashill, N. (2006) Antecedents and outcomes of service recovery performance in retailing: A New Zealand study. In: 13th International Conference on recent advances in Retailing and Consumer Services Science (EIRASS), Budapest, Hungary, 9th-12th July, 2006.

Rod, M. , Carruthers, J. and Ashill, N. (2006) Antecedents and outcomes of service recovery performance in a retail environment. In: 35th Conference of the European Marketing Academy (EMAC), Athens, Greece, 23th-26th May, 2006.

Krisjanous, J. , Ashill, N. and Carruthers, J. (2006) Role stressors, burnout and service recovery performance in the New Zealand public healthcare sector: An empirical investigation. In: Academy of Marketing Conference, London, UK, 3rd-6th July, 2006.

Carruthers, J. , Ashill, N. and Rod, M. (2005) An examiniation of stakeholder relationships in the UK public healthcare sector. In: Academy of Marketing Conference Marketing: Building Business, Shaping Society - Incorporating the 5th American Marketing Association/Academy of Marketing joint Biennial Conference, Dublin Institute of Technology, Dublin, Ireland, 5th-7th July, 2005.

Carruthers, J. , Ashill, N. and Rod, M. (2005) A descriptive framework for managing purchaser-provider cooperation: An empirical investigation of the UK public healthcare sector. In: European Marketing Academy (EMAC) 34th Conference, Universita Bocconi, Milan, May, 2005.

Carruthers, J. , Beal, T. , Ashill, N. and Rod, M. (2005) The management challenge of realising purchaser-provider cooperation in the UK public health sector. In: 9th International Conference on Global Business & Economic Development Management Challenges in Times of Global Change and Uncertainty , Montclair State University, USA and Hanyang University Soeul, Korea, 25th-28th May, 2005.

Ashill, N. , Carruthers, J. and Krisjanous, J. (2004) Service recovery performance in a public healthcare environment: Antecedents and outcomes. In: Decision Sciences Conference, Boston, USA, December, 2004.

Ashill, N. , Carruthers, J. and Krisjanous, J. (2004) The effect of management commitment to service quality on employees performance outcomes: An empirical investigation of the New Zealand healthcare sector. In: Academy of Business Administration, London, UK, 21st-25th July, 2004.