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Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing (2018)
Journal Article
Krisjanous, J., & Carruthers, J. (2018). Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing. Qualitative Market Research: An International Journal, 21(2), 232-252. https://doi.org/10.1108/QMR-12-2016-0123

© 2018, Emerald Publishing Limited. Purpose: Ghost tours are an important part of tourism in many towns and cities around the world. Described as light dark tourism, they are a mix of the macabre and entertainment. Ghost tours are usually small busin... Read More about Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing.

Assessing the impact of digitisation on the local transport network in London (2016)
Presentation / Conference
Carruthers, J., Parry, G., & Wood, Z. (2016, June). Assessing the impact of digitisation on the local transport network in London. Paper presented at 2nd Service Systems Forum on Service Research in the Personal Data Economy (SSFV2016)

This presentation outlines the findings of a project that aimed at identifying and analyzing the key variables that would allow the impact of digital innovations on the London transportation network to be measured. Uber was the focus of the project d... Read More about Assessing the impact of digitisation on the local transport network in London.

The uber disruption: Assessing the impact of digitisation on local transport (2016)
Presentation / Conference
Carruthers, J., Parry, G., & Wood, Z. (2016, March). The uber disruption: Assessing the impact of digitisation on local transport. Presented at Research Summit: What drives Europe's digital economy?

This Research Summit brings together leading researchers, policy professionals and businesses with an interest in cutting-edge evidence, big data methods, entrepreneurship, innovation and economic growth. It is organised by Readie, Europe’s Research... Read More about The uber disruption: Assessing the impact of digitisation on local transport.

An exploratory content analysis of dark tourism websites (2015)
Presentation / Conference
Carruthers, J., & Krisjanous, J. (2015, July). An exploratory content analysis of dark tourism websites. Paper presented at Academy of Marketing: The Magic of Marketing (2015)

Dark tourism is increasing in popularity world-wide and websites are an important means to communicate with target markets. This paper discusses an exploratory qualitative content analysis of websites from several countries and ranging from the darke... Read More about An exploratory content analysis of dark tourism websites.

The ghostscape: Developing a servicescape for ghost tourism (2014)
Presentation / Conference
Carruthers, J., & Krisjanous, J. (2014, July). The ghostscape: Developing a servicescape for ghost tourism. Paper presented at Academy of Marketing (2014) Marketing Dimensions: People, Places and Spaces

Ghost tours are an important part of tourism in many towns and cities over the world. Described as light dark tourism, they are a mix of the macabre and entertainment. As a tourist experience that lies primarily within services an understanding of th... Read More about The ghostscape: Developing a servicescape for ghost tourism.

The epistemological foundations of music piracy in the digital marketplace (2014)
Journal Article
Carruthers, J., Davies, C., Parry, G., & Keppel-Palmer, M. (2014). The epistemological foundations of music piracy in the digital marketplace. https://doi.org/10.17323/1995-459x.2015.4.42.53

This paper examines the fundamental epistemological gap between the consumers and producers of digitally based products. Using the music industry and the significance of digital products in this arena as a case study of evolving relationships between... Read More about The epistemological foundations of music piracy in the digital marketplace.

Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students (2013)
Journal Article
Ashill, N. J., Carruthers, J., Krisjanous, J., Ashill, N., & Eccarius, K. (2013). Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students. Psychology and Marketing, 30(10), 874-890. https://doi.org/10.1002/mar.20652

This exploratory study proposes and tests a theoretical model that analyzes threat appeals in regard to their effectiveness for high-anxiety students, one of the major target groups for counseling services. In particular, affective and cognitive resp... Read More about Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students.

Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees (2009)
Journal Article
Thirkell, P., Rod, M., Ashill, N. J., & Carruthers, J. (2009). Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23(5), 338-350. https://doi.org/10.1108/08876040910973440

Purpose - This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on se... Read More about Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees.

An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study (2009)
Journal Article
Shao, J., Rod, M., Ashill, N. J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence and Planning, 27(1), 103-126. https://doi.org/10.1108/02634500910928344

Purpose - The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.... Read More about An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study.

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 (2008)
Journal Article
Ashill, N. J., Rod, M., & 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), 437-462. https://doi.org/10.1080/09652540802480944

We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline emp... Read More about 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.

The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise (2008)
Journal Article
Rod, M., Ashill, N. J., & Carruthers, J. (2008). The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise. Journal of Retailing and Consumer Services, 15(1), 22-31. https://doi.org/10.1016/j.jretconser.2007.02.002

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the da... Read More about The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise.

Pharmaceutical marketing return-on-investment: A European perspective (2007)
Journal Article
Rod, M., Ashill, N. J., & Carruthers, J. (2007). Pharmaceutical marketing return-on-investment: A European perspective. International Journal of Pharmaceutical and Healthcare Marketing, 1(2), 174-189. https://doi.org/10.1108/17506120710763013

Purpose: A key objective of the 5th Annual Pharmaceutical Congress "Marketing ROI for Pharma" conference was to illustrate how in the midst of a very turbulent environment, and with higher demand for pharmaceutical marketers to deliver bigger profits... Read More about Pharmaceutical marketing return-on-investment: A European perspective.

The relationships between work characteristics, burnout and employees' service recovery performance and affective outcomes: The study of a state-owned enterprise (2007)
Presentation / Conference
Carruthers, J., Rod, M., Shao, J., & Ashill, N. (2007, June). The relationships between work characteristics, burnout and employees' service recovery performance and affective outcomes: The study of a state-owned enterprise. Paper presented at The European Institute of Retailing and Services Studies (EIRASS) 14th International Conference

Purchaser-provider interaction in UK public health: Improving stakeholder cooperation (2007)
Journal Article
Carruthers, J., Rod, M., & Ashill, N. J. (2007). Purchaser-provider interaction in UK public health: Improving stakeholder cooperation. International Journal of Pharmaceutical and Healthcare Marketing, 1(1), 12-26. https://doi.org/10.1108/17506120710740252

The purpose of this paper is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, it examines the nature of cooperation between the providers of healthcare services (hospitals) and those who... Read More about Purchaser-provider interaction in UK public health: Improving stakeholder cooperation.

The effect of management commitment to service quality on employees affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector (2006)
Journal Article
Ashill, N., Carruthers, J., & 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), 271-287. https://doi.org/10.1002/nvsm.281