Yr Athro Kate Daunt

Articles

• Dineva, D. and Daunt, K. L. 2023. Reframing online brand community management: consumer conflicts, their consequences, and moderation. European Journal of Marketing 57(10), pp. 2653-2682. (10.1108/EJM-03-2022-0227)
• Daunt, K., Greer, D. A., Seung, H. J. and Orpen, I. 2023. Who believes political fake news? The role of conspiracy mentality, patriotism, perceived threat to freedom, media literacy and concern for disinformation. Internet Research 33(5), pp. 1849-1870. (10.1108/INTR-07-2022-0565)
• Mardon, R., Cocker, H. and Daunt, K. 2023. How social media influencers impact consumer collectives: An embeddedness perspective. Journal of Consumer Research 50(3), pp. 617-644. (10.1093/jcr/ucad003)
• Mardon, R., Cocker, H. and Daunt, K. 2023. When parasocial relationships turn sour: Social media influencers, eroded and exploitative intimacies, and anti-fan communities. Journal of Marketing Management 39(11-12), pp. 1132-1162. (10.1080/0267257X.2022.2149609)
• Dootson, P., Greer, D., Letheren, K. and Daunt, K. 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37(3), pp. 276-286. (10.1108/JSM-11-2021-0400)
• Cocker, H., Mardon, R. and Daunt, K. 2021. Social media influencers & transgressive celebrity endorsement in consumption community contexts. European Journal of Marketing 55(7), pp. 1841-1872. (10.1108/EJM-07-2019-0567)
• Boukis, A., Christos, K., Daunt, K. L. and Papastathopoulos, A. 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77, article number: 103997. (10.1016/j.tourman.2019.103997)
• Hardyman, W., Kitchener, M. and Daunt, K. L. 2019. What matters to me! User conceptions of value in specialist cancer care. Public Management Review 21(11), pp. 1687-1706. (10.1080/14719037.2019.1619808)
• Daunt, K. and Harris, L. 2017. Consumer showrooming: value co-destruction. Journal of Retailing and Consumer Services 38, pp. 166-176. (10.1016/j.jretconser.2017.05.013)
• Rogers, A., Daunt, K. L., Morgan, P. and Beynon, M. 2017. Examining the existence of double jeopardy and negative double jeopardy within Twitter. European Journal of Marketing 51(7/8), pp. 1224-1247. (10.1108/EJM-03-2015-0126)
• Wells, V. K. and Daunt, K. 2016. Eduscape: The effects of servicescapes and emotions in academic learning environments. Journal of Further and Higher Education 40(4), pp. 486-508. (10.1080/0309877X.2014.984599)
• Daunt, K. and Greer, D. A. 2015. Unpacking the perceived opportunity to misbehave: The influence of spatio-temporal and social dimensions on consumer misbehaviour. European Journal of Marketing 49(9/10), pp. 1505-1526. (10.1108/EJM-01-2014-0061)
• Hardyman, W., Daunt, K. L. and Kitchener, M. J. 2015. Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17(1), pp. 90-107. (10.1080/14719037.2014.881539)
• Daunt, K. L. and Harris, L. C. 2014. Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management 30(3-4), pp. 221-244. (10.1080/0267257X.2013.812977)
• Harris, L. C. and Daunt, K. 2013. Managing customer misbehavior: Challenges and Strategies. Journal of Services Marketing 27(4), pp. 281-293. (10.1108/08876041311330762)
• Rosenbaum, M. S., Daunt, K. and Jiang, A. 2013. Craigslist exposed: The internet-mediated hookup. Journal of Homosexuality 60(4), pp. 505-531. (10.1080/00918369.2013.760305)
• Daunt, K. and Harris, L. C. 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28(1-2), pp. 129-153. (10.1080/0267257X.2011.619149)
• Daunt, K. and Harris, L. C. 2012. Motives of dysfunctional customer behavior: an empirical study. Journal of Services Marketing 26(4), pp. 293-308. (10.1108/08876041211237587)
• Daunt, K. and Harris, L. C. 2011. Customers acting badly: evidence from the hospitality industry. Journal of Business Research 64(10), pp. 1034-1042. (10.1016/j.jbusres.2010.10.010)
• Harris, L. C. and Daunt, K. 2011. Deviant customer behaviour: a study of techniques of neutralisation. Journal of Marketing Management 27(7-8), pp. 834-853. (10.1080/0267257X.2010.498149)
• Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K., Russell-Bennett, R. and Wirtz, J. 2010. Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24(6), pp. 417-429. (10.1108/08876041011072537)
• Reynolds, K. and Harris, L. C. 2009. Dysfunctional customer behavior severity: an empirical examination. Journal of Retailing 85(3), pp. 321-335. (10.1016/j.jretai.2009.05.005)
• Reynolds, K. and Harris, L. C. 2006. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14(2), pp. 95-111.
• Reynolds, K. and Harris, L. C. 2005. When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing 19(5), pp. 321-335. (10.1108/08876040510609934)
• Harris, L. C. and Reynolds, K. L. 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18(5), pp. 339-357. (10.1108/08876040410548276)
• Harris, L. C. and Reynolds, K. 2003. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 6(2), pp. 144-161. (10.1177/1094670503257044)

Book sections

• Mardon, R., Cocker, H. and Daunt, K. 2024. When parasocial relationships turn sour: social media influencers, eroded and exploitative intimacies, and anti-fan communities. In: Gurrieri, L., Drenten, J. and Abidin, C. eds. Influencer Marketing Interdisciplinary and Socio-Cultural Perspectives. London: Routledge, (10.4324/9781003559412)
• Daunt, K. L. and McDermott, A. M. 2018. Authorship in action. In: Townsend, K. and Saunders, M. eds. How to Keep Your Research Project on Track: Insights From When Things Go Wrong. Cheltenham: Edward Elgar Publishing, pp. 149-156.
• Baeshen, M., Beynon, M. J. and Daunt, K. 2016. Fuzzy clustering: an analysis of service quality in the mobile phone industrys. In: Kumar, A. et al. eds. Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics. IGI Global, pp. 40-61.
• Lloyd, H. and Daunt, K. 2016. Implementing strategic change. In: Baker, M. J. and Hart, S. eds. The Marketing Book, 7th ed.. Routledge, pp. 121-148.
• Daunt, K. L. and Greer, D. A. 2013. Deviant service behavior. In: Fisk, R. P., Russell-Bennett, R. and Harris, L. C. eds. Serving Customers: Global Services Marketing Perspectives. Tilde University Press, pp. 105-122.
• Beynon, M. J. and Daunt, K. 2013. Cluster analysis: An example analysis on personality and dysfunctional customer behaviour. In: Moutinho, L. and Huarng, K. eds. Quantitative Modelling in Marketing and Management. London: World Scientific, pp. 359-378., (10.1142/9789814407724_0014)

Conferences

• Cocker, H., Mardon, R. and Daunt, K. 2024. We’re not deviant, you are! How consumption communities neutralize accusations of deviance. Presented at: AM2024: Marketing: Fusing resilience and power for public value – igniting marketing’s social spirit, Cardiff, UK, 1 - 4 July 2024Academy Of Marketing Conference 2024 Paper Proceedings. Academy of Marketing pp. 254-255.
• Rosier, E., Williams, S. and Daunt, K. 2019. Eduscapes and student experience: the effects of Servicescapes in academic learning environments. Presented at: Cardiff University Learning and Teaching Conference 2019: Authentic Learning, Cardiff, UK, 11 September 2019.
• Mardon, R., Cocker, H. and Daunt, K. 2019. Community-embedded human brands and dysfunctional community role dynamics: A study of the YouTube beauty community. Presented at: Consumer Culture Theory Conference, Montreal, QC, Canada, 17-19 July 2019. pp. -.
• Mardon, R., Cocker, H. and Daunt, K. 2018. Constructing and commodifying the tribal celebrity: A dramaturgical perspective. Presented at: Academy of Marketing Conference, Stirling, Scotland, 2-5 July 2018.
• Wells, V. K. and Daunt, K. 2011. Eduscape: an analysis of the physical learning environment. Presented at: Academy of Marketing Conference, University of Liverpool, 5-7 July 2011.
• Daunt, K. and Harris, L. C. 2011. The role of perceived employee deviance, custsomer loyalty and past customer misbehavior. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.
• Rosenbaum, M. S. and Daunt, K. 2011. When customers have no option: a Cambodian case study regarding counterfeit design merchandise. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.
• Daunt, K. and Harris, L. C. 2010. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Presented at: AMA SERVSIG International Conference, Porto, Portugal, 17-19 June 2011.
• Daunt, K. and Harris, L. C. 2005. Jaycustomers: An empirical examination of the antecedents of dysfunctional customer behaviour. Presented at: 4th SERVSIG Conference, Singapore, Malaysia, 2-4 June 2005. AMA
• Daunt, K. and Harris, L. C. 2005. The antecedents of dysfunctional customer behaviour. Presented at: 34th EMAC Conference, Milan, Italy, 24-27 May 2005.
• Daunt, K. and Harris, L. C. 2004. 'Illegitimate' customer complaining: an exploration of types and motives. Presented at: European Marketing Conference (EMAC), Murcia, Spain, 18-21 May 2004.
• Daunt, K. and Harris, L. C. 2003. Jaycustomers: A study of the consequences of deviant consumer behaviour. Presented at: 10th Recent Advances in Retailing and Services Science Conference (EIRASS), Portland, OR, USA, August, 2003.
• Daunt, K. and Harris, L. C. 2003. A study of jaycustomer behaviour: Insights into types and motives from the hospitality industry. Presented at: Academy of Marketing Conference 2003: History of the Next Decade, Aston University, Birmingham, UK, 8-10 July 2003.

• Dineva, D. and Daunt, K. L. 2023. Reframing online brand community management: consumer conflicts, their consequences, and moderation. European Journal of Marketing 57(10), pp. 2653-2682. (10.1108/EJM-03-2022-0227)
• Daunt, K., Greer, D. A., Seung, H. J. and Orpen, I. 2023. Who believes political fake news? The role of conspiracy mentality, patriotism, perceived threat to freedom, media literacy and concern for disinformation. Internet Research 33(5), pp. 1849-1870. (10.1108/INTR-07-2022-0565)
• Mardon, R., Cocker, H. and Daunt, K. 2023. How social media influencers impact consumer collectives: An embeddedness perspective. Journal of Consumer Research 50(3), pp. 617-644. (10.1093/jcr/ucad003)
• Mardon, R., Cocker, H. and Daunt, K. 2023. When parasocial relationships turn sour: Social media influencers, eroded and exploitative intimacies, and anti-fan communities. Journal of Marketing Management 39(11-12), pp. 1132-1162. (10.1080/0267257X.2022.2149609)
• Dootson, P., Greer, D., Letheren, K. and Daunt, K. 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37(3), pp. 276-286. (10.1108/JSM-11-2021-0400)
• Cocker, H., Mardon, R. and Daunt, K. 2021. Social media influencers & transgressive celebrity endorsement in consumption community contexts. European Journal of Marketing 55(7), pp. 1841-1872. (10.1108/EJM-07-2019-0567)
• Boukis, A., Christos, K., Daunt, K. L. and Papastathopoulos, A. 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77, article number: 103997. (10.1016/j.tourman.2019.103997)
• Hardyman, W., Kitchener, M. and Daunt, K. L. 2019. What matters to me! User conceptions of value in specialist cancer care. Public Management Review 21(11), pp. 1687-1706. (10.1080/14719037.2019.1619808)
• Daunt, K. L. and McDermott, A. M. 2018. Authorship in action. In: Townsend, K. and Saunders, M. eds. How to Keep Your Research Project on Track: Insights From When Things Go Wrong. Cheltenham: Edward Elgar Publishing, pp. 149-156.
• Daunt, K. and Harris, L. 2017. Consumer showrooming: value co-destruction. Journal of Retailing and Consumer Services 38, pp. 166-176. (10.1016/j.jretconser.2017.05.013)
• Rogers, A., Daunt, K. L., Morgan, P. and Beynon, M. 2017. Examining the existence of double jeopardy and negative double jeopardy within Twitter. European Journal of Marketing 51(7/8), pp. 1224-1247. (10.1108/EJM-03-2015-0126)
• Baeshen, M., Beynon, M. J. and Daunt, K. 2016. Fuzzy clustering: an analysis of service quality in the mobile phone industrys. In: Kumar, A. et al. eds. Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics. IGI Global, pp. 40-61.
• Wells, V. K. and Daunt, K. 2016. Eduscape: The effects of servicescapes and emotions in academic learning environments. Journal of Further and Higher Education 40(4), pp. 486-508. (10.1080/0309877X.2014.984599)
• Daunt, K. and Greer, D. A. 2015. Unpacking the perceived opportunity to misbehave: The influence of spatio-temporal and social dimensions on consumer misbehaviour. European Journal of Marketing 49(9/10), pp. 1505-1526. (10.1108/EJM-01-2014-0061)
• Hardyman, W., Daunt, K. L. and Kitchener, M. J. 2015. Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17(1), pp. 90-107. (10.1080/14719037.2014.881539)
• Daunt, K. L. and Harris, L. C. 2014. Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management 30(3-4), pp. 221-244. (10.1080/0267257X.2013.812977)
• Daunt, K. L. and Greer, D. A. 2013. Deviant service behavior. In: Fisk, R. P., Russell-Bennett, R. and Harris, L. C. eds. Serving Customers: Global Services Marketing Perspectives. Tilde University Press, pp. 105-122.
• Harris, L. C. and Daunt, K. 2013. Managing customer misbehavior: Challenges and Strategies. Journal of Services Marketing 27(4), pp. 281-293. (10.1108/08876041311330762)
• Rosenbaum, M. S., Daunt, K. and Jiang, A. 2013. Craigslist exposed: The internet-mediated hookup. Journal of Homosexuality 60(4), pp. 505-531. (10.1080/00918369.2013.760305)
• Beynon, M. J. and Daunt, K. 2013. Cluster analysis: An example analysis on personality and dysfunctional customer behaviour. In: Moutinho, L. and Huarng, K. eds. Quantitative Modelling in Marketing and Management. London: World Scientific, pp. 359-378., (10.1142/9789814407724_0014)
• Daunt, K. and Harris, L. C. 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28(1-2), pp. 129-153. (10.1080/0267257X.2011.619149)
• Daunt, K. and Harris, L. C. 2012. Motives of dysfunctional customer behavior: an empirical study. Journal of Services Marketing 26(4), pp. 293-308. (10.1108/08876041211237587)
• Daunt, K. and Harris, L. C. 2011. Customers acting badly: evidence from the hospitality industry. Journal of Business Research 64(10), pp. 1034-1042. (10.1016/j.jbusres.2010.10.010)
• Harris, L. C. and Daunt, K. 2011. Deviant customer behaviour: a study of techniques of neutralisation. Journal of Marketing Management 27(7-8), pp. 834-853. (10.1080/0267257X.2010.498149)
• Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K., Russell-Bennett, R. and Wirtz, J. 2010. Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24(6), pp. 417-429. (10.1108/08876041011072537)
• Reynolds, K. and Harris, L. C. 2009. Dysfunctional customer behavior severity: an empirical examination. Journal of Retailing 85(3), pp. 321-335. (10.1016/j.jretai.2009.05.005)
• Reynolds, K. and Harris, L. C. 2006. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14(2), pp. 95-111.
• Reynolds, K. and Harris, L. C. 2005. When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing 19(5), pp. 321-335. (10.1108/08876040510609934)
• Harris, L. C. and Reynolds, K. L. 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18(5), pp. 339-357. (10.1108/08876040410548276)
• Harris, L. C. and Reynolds, K. 2003. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 6(2), pp. 144-161. (10.1177/1094670503257044)