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Trosolwyg
Mae Kate Daunt (PhD) yn Athro Marchnata yn Ysgol Busnes Caerdydd, Prifysgol Caerdydd.
Fel ymchwilydd marchnata gwasanaethau, mae diddordebau ymchwil Kate yn cynnwys derbyniad cynulleidfa o ddiffyg gwybodaeth, ochr dywyll marchnata dylanwadwyr cyfryngau cymdeithasol, camymddwyn defnyddwyr a newid ymddygiad. Mae ymchwil ac addysgu Kate wedi denu sawl gwobr gan gynnwys tair gwobr Emerald Literati am ei gwaith ar wyriad defnyddwyr a gwobr Martin Evans am ragoriaeth mewn addysgu. Yn fwyaf diweddar, cafodd Kate ei henwebu am 'y defnydd mwyaf rhagorol o'r amgylchedd dysgu' yng Ngwobrau Cyfoethogi Bywyd Myfyrwyr 2026.
Mae ymchwil Kate wedi'i gyhoeddi mewn cyfnodolion academaidd uchel eu gradd, gan gynnwys y Journal of Consumer Research, y Journal of Service Research, European Journal of Marketing, Tourism Management, a Public Management Review.
Mae Kate yn gwasanaethu ar fyrddau golygyddol y Journal of Service Research a'r Journal of Services Marketing, ac mae'n arholwr allanol ar gyfer rhaglenni Rheoli a Dylunio Gwasanaethau Edinburgh Futures Institute ym Mhrifysgol Caeredin. Mae Kate yn aelod proffesiynol o'r Sefydliad Marchnata Siartredig (MCIM), yn Gymrawd o'r Academi Addysg Uwch (FHEA) ac yn aelod o Gymdeithas Anrhydedd Busnes Ryngwladol Beta Gamma Sigma.
Yn flaenorol, roedd Kate yn Gyd-gyfarwyddwr y Sefydliad Arloesi Diogelwch, Troseddu a Cudd-wybodaeth ac mae wedi dal rolau Cadeirydd y Pwyllgor Moeseg Ymchwil, Dirprwy Gyfarwyddwr Astudiaethau Doethurol, a Chynullydd Llwybr Rheoli Busnes ar gyfer MSc Dulliau Ymchwil Gwyddorau Cymdeithasol. Mae Kate hefyd wedi gwasanaethu fel Golygydd Cyswllt yn y Journal of Services Marketing ac aelod o'r bwrdd golygyddol yn y Journal of Business Research a'r Journal of Marketing Management lle mae hi hefyd wedi gwestai golygu rhifynnau arbennig ar oblygiadau marchnata dylanwadwyr a gwyriad defnyddwyr.
Cyhoeddiad
2026
- Mardon, R. et al. 2026. Spheres of influence: How influencers impact society. Journal of Business Research 215 116339. (10.1016/j.jbusres.2026.116339)
2025
- Mardon, R. , Cocker, H. and Daunt, K. 2025. When fans become anti-fans: How to navigate negative influencer–follower relationships. NIM Marketing Intelligence Review 17 (1), pp.30-35. (10.2478/nimmir-2025-0005)
- Dineva, D. , Daunt, K. and Bacile, T. 2025. Communication accommodation for de-escalating consumer tensions in online brand communities. Journal of Business Research 192 115281. (10.1016/j.jbusres.2025.115281)
- Thomas, R. , Daunt, K. and Reynolds, L. 2025. In love with the darkness: topophilia and thana-tourism. Presented at: Academy of Marketing Conference:Saints & Scholars Cork, Ireland 07-10 July 2025.
2024
- 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)
- 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 2024. Academy Of Marketing Conference 2024 Paper Proceedings. Academy of Marketing. , pp.254-255.
2023
- 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. et al. 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. et al., 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37 (3), pp.276-286. (10.1108/JSM-11-2021-0400)
2021
- 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)
2020
- Boukis, A. et al., 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77 103997. (10.1016/j.tourman.2019.103997)
2019
- 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)
- 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.
- 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.
2018
- 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.
- 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.
2017
- Rogers, A. et al. 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)
- 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)
2016
- 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., 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.
- 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)
2015
- 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)
2014
- 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)
2013
- 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)
- 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)
2012
- 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)
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.
- 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)
- 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.
- 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.
2010
- 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.
- Fisk, R. et al., 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)
2009
- 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)
2006
- 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.
2005
- 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)
- 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.
2004
- 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.
- 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)
2003
- 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)
- 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.
Adrannau llyfrau
- 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., 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)
Cynadleddau
- Thomas, R. , Daunt, K. and Reynolds, L. 2025. In love with the darkness: topophilia and thana-tourism. Presented at: Academy of Marketing Conference:Saints & Scholars Cork, Ireland 07-10 July 2025.
- 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 2024. Academy Of Marketing Conference 2024 Paper Proceedings. Academy of Marketing. , pp.254-255.
- 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.
- 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. 2018. Constructing and commodifying the tribal celebrity: A dramaturgical perspective. Presented at: Academy of Marketing Conference Stirling, Scotland 2-5 July 2018.
- 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.
- 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. 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.
Erthyglau
- Mardon, R. et al. 2026. Spheres of influence: How influencers impact society. Journal of Business Research 215 116339. (10.1016/j.jbusres.2026.116339)
- Mardon, R. , Cocker, H. and Daunt, K. 2025. When fans become anti-fans: How to navigate negative influencer–follower relationships. NIM Marketing Intelligence Review 17 (1), pp.30-35. (10.2478/nimmir-2025-0005)
- Dineva, D. , Daunt, K. and Bacile, T. 2025. Communication accommodation for de-escalating consumer tensions in online brand communities. Journal of Business Research 192 115281. (10.1016/j.jbusres.2025.115281)
- 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. et al. 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. et al., 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. et al., 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77 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)
- Rogers, A. et al. 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)
- 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)
- 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. et al., 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)
Ymchwil
Diddordebau ymchwil
- Derbyniad cynulleidfa i ddad-wybodaeth
- Marchnata dylanwadwyr
- Dynameg cyfryngau cymdeithasol
- Camymddygiad defnyddwyr
- Newid ymddygiad
- Diffyg gwasanaeth a gwyriad
- Gwasanaeth / dylunio gwasanaethauwedd
- Marchnata Gwasanaethau
Diddordebau ymchwil goruchwylio PhD
- Dylanwadwyr cyfryngau cymdeithasol
- Twyllwybodaeth
- Camymddygiad defnyddwyr
- Marchnata gwasanaethau
- Dylunio gwasanaethauwedd
Addysgu
Ymrwymiadau addysgu
- BS3746 Marchnata Gwasanaethau (arweinydd modiwl) (UG)
- BST351 Marchnata Gwasanaethau (arweinydd modiwl) (PG)
- Goruchwyliaeth PhD
- Mae addysgu UG a PG yn y gorffennol yn cynnwys: Marchnata, dulliau ymchwil, marchnata a strategaeth
Bywgraffiad
Dyfarnwyd PhD i Kate yn 2008 am ei gwaith ar ragflaenwyr difrifoldeb ymddygiad camweithredol cwsmeriaid a daeth yn Gymrawd yr Academi Addysg Uwch (FHEA) yn 2011. Cwblhaodd Kate raglen Aurora y Sefydliad Arweinyddiaeth ar gyfer Addysg Uwch yn 2014, Rhaglen Arweinyddiaeth Athrawon Caerdydd yn 2020, a'r hyfforddiant i-act Rheoli a Hyrwyddo Iechyd Meddwl a Lles Cadarnhaol yn 2021. Cyd-gyfarwyddodd Kate Sefydliad Arloesi Diogelwch, Troseddu a Chudd-wybodaeth amlddisgyblaethol Prifysgol Caerdydd rhwng 2022 a 2026.
Anrhydeddau a dyfarniadau
- Enwebwyd am y 'defnydd mwyaf rhagorol o'r amgylchedd dysgu' yng Ngwobrau Bywyd Myfyrwyr Cyfoethogi Prifysgol Caerdydd, 2026
- Dyfarnwyd 'papur canmoliaeth uchel' yng Ngwobrau Emerald Literati 2024 yn y Journal of Services Marketing am erthygl Dootson, P., Greer, DA, Letheren K. a Daunt K.L. (2023). 'Lleihau Ymddygiad Defnyddwyr Gwyriol gyda Gwarcheidwaid Robot Gwasanaeth, 37, 3, 276-286
- Nodwyd y ddwy 'erthygl bwysicaf a mwyaf dyfynedig ym maes ymchwil ymddygiad cwsmeriaid camweithredol' yn Błoński, K. (2022). 'Dadansoddiad Bibliometrig Ymddygiad Cwsmeriaid Dysfunctional', Marchnata Sefydliadau Gwyddonol ac Ymchwil, 45, 3, 1-16
- Enwebwyd ar gyfer gwobr 'aelod staff mwyaf diddorol' yng Ngwobrau Cyfoethogi Bywyd Myfyrwyr Prifysgol Caerdydd, 2023
- Dyfarnwyd Martin Evans am Ragoriaeth mewn Addysgu, 2019
- Dyfarnwyd Adolygydd Deg Uchaf, Journal of Services Marketing, 2017
- Dyfarnwyd absenoldeb ymchwil gan gynllun Cymrodoriaeth Absenoldeb Ymchwil Prifysgol Caerdydd ar gyfer y cyfnod 2016-2017
- Erthyglau Dewis y Golygydd, Journal of Marketing Management, 2016
- Enwebwyd ar gyfer dwy wobr bywyd myfyrwyr cyfoethogi Prifysgol Caerdydd 2016: 'tiwtor personol y flwyddyn' a 'goruchwyliaeth ddoethurol rhagorol'
- Enwebwyd ar gyfer 'papur gorau', Public Management Review, 2015
- Dyfarnwyd gwobr 'rhagoriaeth mewn addysgu', Ysgol Busnes Caerdydd, 2012
- Papur gorau yn y trac Marchnata Addysg Uwch, Cynhadledd yr Academi Marchnata 2011, Prifysgol Lerpwl
- Papur ôl-ddoethurol gorau, 22ain Cynhadledd a Gweithdy Gwasanaeth 2008, Prifysgol San Steffan
- Gwobr ganmoliaeth uchel yn y Journal of Services Marketing 2006, Gwobrau Clwb Emerald Literati
- Papur rhagorol yn y Journal of Services Marketing 2005, Gwobrau Clwb Llythrennau Emerald
Aelodaethau proffesiynol
- Professional Member of the Chartered Institute of Marketing (MCIM)
- American Marketing Association (AMA)
- AMA Services Special Interest Group (SERVSIG)
- European Academy of Marketing (EMAC)
- UK Academy of Marketing (AM)
- Beta Gamma Sigma honours society
- Violence and Society Research Group, Cardiff University
- Fellow of the Crime and Security Research Institute, Cardiff University
Pwyllgorau ac adolygu
Bwrdd Golygyddol:
- Cyfnodolyn Ymchwil Gwasanaeth (ers 2013)
- Cyfnodolyn Marchnata Gwasanaethau (ers 2019)
- Cyfnodolyn Rheoli Marchnata (2016-2025)
Golygydd Gwadd:
- Journal of Business Research, 'Influencers & Influencer Marketing: Implications for Consumers and Society', 2026 i ddod (gyda R. Mardon, H. Cocker a R. Kozinets).
- Journal of Marketing Management, 'The Dark Side of Marketing', 2018 (gyda D. Greer).
Golygydd Cyswllt:
- Cyfnodolyn Marchnata Gwasanaethau (2014-2019)
Meysydd goruchwyliaeth
Goruchwyliaeth gyfredol
