Browse by Aston Author

Article

Ackfeldt, Anna-Lena and Malhotra, Neeru (2010). Do managerial strategies influence service behaviours? Insights from a qualitative study. International Journal of Customer Relationship Marketing and Management, 1 (3), pp. 43-55.

Ackfeldt, Anna-Lena and Wong, Veronica (2006). The antecedents of prosocial service behaviours:an empirical investigation. Service Industries Journal, 26 (7), pp. 727-745.

Coote, Leonard V.; Price, Evan and Ackfeldt, Anna-Lena (2004). An investigation into the antecedents of goal congruence in retail-service settings. Journal of Services Marketing, 18 (7), pp. 547-559.

Evanschitzky, Heiner; Emrich, Oliver; Sangtani, Vinita; Ackfeldt, Anna-Lena; Reynolds, Kristy E. and Arnold, Marc J. Hedonic shopping motivations in collectivistic and individualistic consumer cultures. International Journal of Research in Marketing, 31 (3), pp. 335-338.

Malhotra, Neeru and Ackfeldt, Anna-Lena Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms. Journal of Business Research, In pre ,

Ackfeldt, Anna-Lena and Malhotra, Neeru Revisiting the role stress-commitment relationship:can managerial interventions help? European Journal of Marketing, 47 (3-4), pp. 353-374.

Ackfeldt, Anna-Lena and Coote, Leonard V. A study of organizational citizenship behaviors in a retail setting. Journal of Business Research, 58 (2), pp. 151-159.

Book Section

Klitzke, Benjamin; Chamberlain, Laura and Ackfeldt, Anna-Lena (2014). What do students really think? Understanding postgraduate students' perception of service quality. IN: Paradigm shifts and interactions. Bigné, Enrique (ed.) Valencia (ES): Universitat de València.

Ackfeldt, Anna-Lena and Lings, Ian N. (2003). A proposed investigation into the possible antecedents of prosocial service behaviours. IN: [Proceedings Australia & New Zealand Marketing Academy Conference]. UNSPECIFIED.

Ackfeldt, Anna-Lena and Malhotra, Neeru Do managerial strategies influence service behaviours? Insights from a qualitative study. IN: Successful customer relationship management programs and technologies. Riyad, Eid (ed.) Premier reference source . IGI Global.

Ackfeldt, Anna-Lena and Malhotra, Neeru Management interventions and prosocial behaviours:understanding the mediating mechanisms. IN: Boundary spanning elements and the marketing function in organizations. Sahadev, Sunil; Purani, Keyoor and Malhotra, Neeru (eds) Cham (CH): Springer.

Malhotra, Neeru and Ackfeldt, Anna-Lena Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. IN: The 13th international research conference in service management. UNSPECIFIED.

Ackfeldt, Anna-Lena and Wong, Veronica The effect of management strategies on employee attitudes and service behaviours:an illustrative case study. IN: Management futures. BAM conference . British Academy of Management.

Ackfeldt, Anna-Lena and Coote, Leonard V. An investigation into the antecedents of organisational citizenship behaviours. IN: Proceedings of ANZMAC 2000. ANZMAC.

Conference or Workshop Item

Tabrizi, Wendy and Ackfeldt, Anna-Lena (2013). Perceptions of learning and teaching quality in Higher Education:developing a culture of co-creation of value. IN: SRHE annual conference 2013. 2013-12-11 - 2013-12-13.

Ackfeldt, Anna-Lena; Malhotra, Neeru and Fay, Doris (2009). Investigating the moderating effects of managerial interventions on the role stress-commitment relationship. IN: 2009 AMA Winter Educator's Conference. 2009-02-20 - 2009-02-23. (Unpublished)

Glanfield, Keith and Ackfeldt, Anna-Lena Social psychology : a means of marketers maintaining and building internal influence in the firm by influencing the delivery of brand promises made in marketing communications activity. IN: 21st Corporate Marketing and Communication Conference. Middlesex University, 2016-04-07 - 2016-04-08.

Thesis

Ackfeldt, Anna-Lena (2006). An investigation into the antecedents of prosocial service behaviours : a travel service context. PHD thesis, Aston University.