Business School

Professor Janet McColl-Kennedy

Service Innovation Alliance Research Hub Lead & Professor
School of Business
+61 7 334 68178
Room 460, Colin Clark Building (39), St. Lucia Campus
View researcher profile

Researcher biography

Janet R. McColl-Kennedy is Professor of Marketing, UQ Business School, and Lead, Innovation Pathways Program, FaBA (Australia's Food and Beverage Accelerator), Trailblazer Universities program, The University of Queensland, Brisbane, Australia.

Professor McColl-Kennedy is an Honorary Visiting Professor and Fellow, Cambridge Service Alliance, Institute for Manufacturing, in the Department of Engineering, the University of Cambridge, UK. Research Collaborators | Cambridge Service Alliance. She is also the Founding Co-Lead of the Service Innovation Alliance (SIA) Research Hub at the Business School, The University of Queensland. SIA is a multidisciplinary research hub focusing on Customer Experience, Service Innovation and Sustainability, with an emphasis on AI, digital transformation and service design.

Janet embodies scholarly excellence. She is an elected Fellow of the prestigious Academy of the Social Sciences in Australia (ASSA) in 2022 for her distinguished contribution to the social sciences. She is also a Distinguished Fellow of the Australian and New Zealand Marketing Academy (ANZMAC) having "demonstrated outstanding contributions to the Academy and also demonstrated eminence in the Marketing discipline through research, scholarship, education and leadership". https://anzmac.org/fellows/

In 2024 Professor Janet McColl-Kennedy was appointed to the Australian Research Council (ARC) College of Experts based on her exemplary sustained track record of obtaining and leading her teams to the successful completion of their respective programs of research. The ARC College of Experts plays a very important role for the ARC and the research community more broadly. Appointees assign external assessors and help rank and moderate ARC grant applications that have been submitted under the National Competitive Grants Program (NCGP). They also assist with recruitment of new assessors and provide advice for peer review reforms to the ARC. This appointment is recognition of her international standing and contributions to research both in Australia and internationally.

Professor McColl-Kennedy was recognised in the "Highly Cited Researcher Awards for 2021", released by Clarivate™. This outstanding achievement is for those who are pioneers in their field, demonstrated by the production of multiple highly cited papers that rank in the top 1% by citations for the field and year in the Web of Science™. She received a commendation by UQ's Vice Chancellor Deborah Terry. "This is a very significant achievement that reflects the outstanding quality and impact of their research." Only two persons in Australia were listed in the "Economics and Business" category, Janet being the only academic in Marketing in Australia to receive this award. In 2023 and 2024 she was ranked in the World's Best Business and Management Scientists by Research.com. https://research.com/scientists-rankings/business-and-management/au

Professor Janet McColl-Kennedy has made a significant research contribution to the discipline of Marketing, specifically in her research area of "Services". With over 200 publications (90 being refereed international journal articles, 21 book chapters/books, 6 industry articles, white papers, and reports, 14 workbooks and 71 refereed international conference proceedings), Professor McColl-Kennedy is not only a leading senior marketing academic in Australia, she is internationally recognised as a leading researcher in Service Science. Her research interests focus on customer experience management and measurement, and the role of digital technology, AI, customer insights and choice preferences, customer complaining behaviour and customer value co-creation. She has particular expertise in health care services. Professor McColl-Kennedy is dedicated to nurturing the next generation of researchers mentoring over 20 PhD and honours students.

Janet leads several cross disciplinary and international research teams, obtaining over $83.9 million in competitive research grants, including 20 years of continuous funding from the prestigious Australian Research Council (ARC).

She has a H index of 61 (Google scholar) 43 (Scopus) and over 19,616 citations (Google Scholar).

Professor McColl-Kennedy has held several senior leadership positions in the UQ School of Management and UQ Business School, including Marketing Discipline Leader for 10 years from 1996 to 2005, Research Director of the UQ Business School from January 2006 to June 2008 and from April 2009 to January 2010, Director International in the School of Business from January to December 2010 and Associate Director, Research (Engagement and Impact) in 2019 before being appointed Director of Research again in January 2020 until January 2023.

Professor McColl-Kennedy has held Visiting Professorships at Indiana University, USA, Bocconi University Milan, Italy, the University of New South Wales, Sydney, and the University of Cambridge, UK.

Professor McColl-Kennedy's work consistently appears in prestigious journals in her field such as the Journal of Retailing, Journal of the Academy of Marketing Science, Leadership Quarterly, Journal of Service Research, Harvard Business Review, European Journal of Marketing, Journal of Business Research, Journal of Service Management, Psychology and Marketing, Journal of Services Marketing, Journal of Marketing Management and Industrial Marketing Management.

In recognition of her international research reputation she is an inaugural member of the Advisory Board of the Cambridge Service Alliance, University of Cambridge, UK, a global alliance between leading businesses and universities. Founded by Cambridge University Institute for Manufacturing and Judge Business School, in alliance with BAE Systems, IBM, and Caterpillar the Cambridge Service Alliance was formed in 2010 and is designed to bring together some of the world's best firms and researchers devoted to delivering today the insights, education and approaches needed for the Complex Service Solutions of tomorrow. For more information on Cambridge Service Alliance see http://www.ifm.eng.cam.ac.uk/research/service/.

Her latest work focuses on measuring and managing customer experience (CX) See https://managementink.wordpress.com/2018/12/21/gaining-customer-experience-insights-that-matter/

  • Appointed to the Advisory Board of CTF Service Research Center, Karlstad University, Sweden from 2012 ongoing. Global companies on the board include Ericsson, Tetra Pak, Volvo and IKEA.
  • Appointed to the Internationally Scientific Advisory Board (ISAB), Norwegian School of Economics (NHH), Norway from 2014 -2022.
  • Appointed as Academic Scholar, Cornell Institute for Healthy Futures, Cornell University, New York, USA, 2016 -2019.
  • Appointed Research Faculty in the Center for Service, Arizona State University, USA in 2018 ongoing.

RESEARCH AWARDS

* April 2024 – Ranked in 2024 World's Best Business and Management Scientists. (See World's Best Business and Management Scientists: H-Index Business and Management Science Ranking in Australia 2024 | Research.com). Ranked second top Marketing Professor in all of Australia.

* June 2023 - Received the inaugural Bo Edvardsson Industry Impact in Services award, QUIS18, VinUniversity, Hanoi, Vietnam.

* November 2022 – Elected Fellow of the Academy of The Social Sciences in Australia (FASSA) https://socialsciences.org.au/

* June 2020 – Awarded highly commended paper. Finalist (with two others) for the 2019 Journal of Service Research best paper award.

[McColl-Kennedy, J.R., M. Zaki, K. Lemon, F. Urmetzer and A. Neely (2019), "Gaining Customer Experience Insights that Matter", Journal of Service Research, 22, 1, pp.8-26.]

* December 2019 awarded the 2019 University of Queensland Business School's "Research Team Engagement Award" for outstanding achievement in research - Service Innovation Alliance (SIA) interdisciplinary research group.

https://business.uq.edu.au/service-innovation-alliance

*July 2019 – "Robert Johnston Highly Commended Paper award of 2018". "Awarded for your outstanding research" by the Journal of Service Management Editorial Review Board. Award presented at Frontiers in Service Conference, 19 July 2019, Singapore.

[Bolton, R., J.R. McColl-Kennedy, L. Cheung, A.S. Gallan, C. Orsingher, L. Witell, M. Zaki (2018), "Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms", Journal of Service Management, 29, 5, pp. 776-808.]

* November 2018 - Awarded the Cross-Discipline Research Award by the UQ Business School for outstanding achievement in research (29 November 2018).

* September 2018 - "the most influential marketing academic in Australia". Professor McColl-Kennedy is named "the leading researcher in the field of Marketing in Australia", "Australia's Research Field Leaders" The Australian, 26 September, 2018, page 12.

* June 2017 - Best Article Finalist – "Highly Commended Paper of 2016" Journal of Service Research article.

[Patterson, P. G., M. K. Brady and J.R. McColl-Kennedy (2016), "Geysers or Bubbling Hot Springs? A Cross-cultural Examination of Customer Rage From Eastern and Western Perspectives, Journal of Service Research, 19, 3, pp. 243-259.]

* February 2016 – "Highly Commended Paper of 2015". Short listed for the Journal of Service Management (JOSM) - 2015 - Robert Johnston Award with two others).

[McColl-Kennedy, J.R., P.G. Patterson, M.K. Brady, L. Cheung and D. Nguyen (2015), "To Give or Not to Give Professional Services to Non-paying Clients: Professionals' Giving Backstory", Journal of Service Management, 26 (3): 426-459.]

* October 2015 our paper Bolton, R.N., Gustafsson, A., McColl-Kennedy, J.R., Sirianni, N.J. and Tse, D.K. (2014), "Small Details that Make Big Differences: a Radical Approach to Consumption Experience as a Firm's Differentiating Strategy", Journal of Service Management, Vol. 25, No. 2, pp. 253-274 made it into the top 20 most cited Marketing articles since 2011 list.

* March 2015 - Highly Recommended paper - Short listed (in the top four best papers) for the best 2014 article in Journal of Service Management."As of November / December 2014 , this highly cited paper received enough citations to place it in the top 1% of the academic field of Economics & Business based on a highly cited threshold for the field and publication year." Source: ISI Web of Science.

[ Bolton, R.N., Gustafsson, A., McColl-Kennedy, J.R., Sirianni, N.J. and Tse, D.K. (2014), "Small Details that Make Big Differences: a Radical Approach to Consumption Experience as a Firm's Differentiating Strategy", Journal of Service Management, Vol. 25, No. 2, pp. 253-274.]

* March 2013 - Highly Recommended - Short listed (in the top five best papers) for the best 2012 article in Journal of Service Research. [McColl-Kennedy, J.R., Vargo, S.L., Dagger, T.S., Sweeney, J.C. and van Kasteren, Y. (2012). "Health Care Customer Value Cocreation Practice Styles", Journal of Service Research, Vol.15, No. 4, pp. 370-389 – the lead article.]

* 2011 Appointed Fellow of ANZMAC (Australian and New Zealand Marketing Academy) since 2011, having "demonstrated outstanding contributions to the Academy and also demonstrated eminence in the Marketing discipline through research, scholarship, education and leadership". https://anzmac.org/fellows/

* 2011 Winner of the Distinguished Researcher Award (Australian and New Zealand Marketing Academy). "This is an annual award for a member of the ANZMAC community judged to have made the most significant contribution to advancing our knowledge of marketing through their research".

* 2011 Short listed (with two other papers) for the Accenture Award. The award is given each year to the author(s) of the article published in the California Management Review in 2009 that has "made the most important contribution to improving the practice of management". [Patterson, P.G., McColl-Kennedy, J.R., Smith, A.K. and Lu, Z. (2009), "Customer Rage: Triggers, Tipping Points and Take-Outs", California Management Review, Vol. 52, No. 1, pp. 6-28.]

* 2011 "Outstanding author contribution" winner, Emerald Literary Network, Award for Excellence for 2010 chapter "Service encounter needs theory: A dyadic, psychosocial approach to understanding service encounters". [Bradley, G.L., McColl-Kennedy, J.R., Sparks, B.A., Jimmieson, N.L. and Zapf, D. (2010), "Service Encounter Needs Theory: A Dyadic, Psychosocial Approach to Understanding Service Encounters", in Zerbe, W.J., Härtel, C.E.J., and Ashkanasy, N.M. (Eds.) Research on Emotion in Organizations, Volume 6: Emotions in Creativity, Learning, and Change, Emerald Group Publishing/JAI Press, Bingley, UK, pp. 221-258.]

* 2010 Honorable mention - Short listed for best "Services" article published in 2009 by AMA SERVSIG [McColl-Kennedy, J.R., Patterson, P.G., Smith, A.K. and Brady, M. (2009). "Customer Rage Episodes: Emotions, Expressions and Behaviors", Journal of Retailing, Vol. 85, No. 2, pp. 222-237.]

* 2010 Awarded best paper in AMJ [Tombs, A.G. and McColl-Kennedy, J.R. (2010), "Social and Spatial Influence of Customers on Other Customers in the Social-servicescape". Australasian Marketing Journal, Vol. 18, No. 3, pp. 120-131.]

* 2009 Best paper award 2009 EIASM Naples Forum on Service, Capri Italy (McColl-Kennedy et al 2009)

* 2008 Best paper award 2008 ANZMAC conference (McColl-Kennedy and Patterson 2008)

* 2003 Best paper award European Marketing Conference (EMAC) 2003

* 2001 Best paper award AMA SERVSIG Conference 2001

MAJOR GRANTS – Leads cross disciplinary international research teams

*2022-2024 ARC Linkage Projects Grant [LP2102000586] [$1,258,024 including $596,349 cash ($496,349 cash from ARC and $100,000 cash from partner organisations)] "Transforming Primary Healthcare Service Delivery: A Digital-Human Approach" Team: (Professor Janet McColl-Kennedy (Lead CI), UQ Emeritus Professor Mieke van Driel Kalwun Health Service, Associate Professor Lisa Hall UQ School of Public Health, Professor Damian Hine UQ GCI/QAAFI, Dr Mohamed Zaki Cambridge Service Alliance, The University of Cambridge, Dr Christoph Breidbach UQ Business School, Ms Tracey Johnson CEO Inala Primary Care and Adjunct Professor Paresh Dawda)

*2016-2022 ARC Discovery Projects Grant [DP160100421] [$330,000] "Modelling Multidimensional Multiparty Decisions to Improve Outcomes for Customers and Service Providers: New Theory and Measurement Tools" (Professor Janet McColl-Kennedy (Lead CI), Assoc. Professor Len Coote, Professor Claire Wainwright, (UQ Medical School) Professor Scott Bell (UQ Medical School), Professor Michael Brady, Florida State University)

*2015-2021 ARC Linkage Projects Grant [LP150100629] [$1.1 million including $180,000 from ARC] "Examining the Effectiveness of Patient-centred Practices on Health Outcomes" (Professor Pennie Frow Uni of Sydney (Lead CI), Professor Janet McColl-Kennedy, UQ, Professor Adrian Payne UNSW, Dr Rahul Govind UNSW)

*2011-2015 ARC Discovery Projects Grant [DP110102312] [$350,000] 'Pro Bono Service: Drivers, Delight, Dark Side and Downside for the Professional' (Professor Janet McColl-Kennedy (Lead CI), Professor Paul G. Patterson UNSW, Professor Michael K. Brady Florida State University and Dr Doan Nguyen The University of Queensland.)

*2008-2010 ARC Discovery Projects Grant [DP0879469] [$220,000] 'Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach' (with Graham Bradley and Beverley Sparks, Griffith University; Nerina Jimmieson, University of Queensland; and Dieter Zapf , Frankfurt University.)

* 2007-2012 ARC Linkage Projects Grant [LP0775220] [$116,000] "Customer Co-production in Ongoing Health Service Delivery: A Longitudinal Study' (Professor Janet McColl-Kennedy UQ (Lead CI), Dr Tracey Dagger, University of Queensland, Professor Jill Sweeney, University of Western Australia, Bev Mirolo and Maryanne Hargraves, Haematology and Oncology Clinics of Australasia Pty Ltd).

* 2006-2008 ARC Discovery Projects Grant [DP0664410] [$240,000] "Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses" Professor Janet McColl-Kennedy UQ (Lead CI), Professor P.G. Patterson, University of New South Wales, Associate Professor A.K. Smith George Washington University, USA, Professor M.K. Brady (Florida State).

* 2004-2007 ARC Discovery Projects Grant [DP0450736] [$210,000] "'The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context" (Assoc Professor J. Sweeney University of Western Australia (Lead CI), Professor G. Soutar, University of Western Australia and Professor Janet McColl-Kennedy UQ).

TEACHING

Professor McColl-Kennedy brings a wealth of experience from over 30 years of teaching at university level. She has taught classes at both the undergraduate level and postgraduate level, as well as undertaking executive training, across all modes of delivery including intensive, weekend, and weekly modes. She has taught in Australia, Singapore, Beijing, China, Seoul, Korea, Milan, Italy and in the USA.

Awards: 2020 Excellence Award in Blended Learning – Team Award UQ Business School

Awarded to: Master of Leadership in Service Innovation Team comprising of Assoc Professor David Solnet, Ryan Waters, Darren Mead, Carrie Finn, Anna Black, Elizabeth Sara Dominguez, Buddy Nuku, Michelle Goward, Professor Janet McColl-Kennedy, Dr Teegan Green, Assoc Prof Tim Kastelle, Assoc Professor Pierre Benckendorff, Dr Russell Manfield, Dr Ida Asadi Someh, Assoc Professor Nicole Hartley, Ms Daniela Berg, and Dr Richard O'Quinn.

She was the 2011 Winner of the UQ Business School Corporate Education Teaching Award. She has a sustained track record of high teaching evaluations in executive teaching and masters courses including MBA.

Professor McColl-Kennedy has supervised 50 masters dissertations and 15 PhD students to successful completion. Professor McColl-Kennedy has examined PhD theses from the University of Melbourne, University of New South Wales, University of Sydney, University of Auckland, Macquarie University, Sydney, and Griffith University, among others.

Publications

Books (14)
Book Chapters (12)
Journal Articles (99)
Conference Papers (70)
Thesis (1)
Research Reports (2)

Books

Butcher, K., Sparks, B., Pan, G. and McColl-Kennedy, J. R. (2007). Service quality enhancement: Identification, development and evaluation of tools for small to medium tourism industries. Griffith University: Cooperative Research Centre for Sustainable Tourism.
McColl-Kennedy, J. R. and Kiel, G. C. (2000). Marketing: A strategic approach. Melbourne: Nelson Thomson Learning.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 7: Customer Focused Marketing. Brisbane: The Univ. of Qld.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 6: Customer Decision Making. Brisbane: The Univ. of Qld.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 5: The Customer's Mind Set. Brisbane: The Univ. of Qld.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 4: Determinants of Customer Behaviour - The Customer. Brisbane: The University of Queensland.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 3: Determinants of Customer Behaviour - The Market. Brisbane: The University of Queensland.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 2: The Customer. Brisbane: The University of Queensland.
McColl-Kennedy, J. R., Summers, J., Johnson, M. and Frazer, L. (1999). Module 1: Introduction to Customer Behaviour. Brisbane: The University of Queensland.
McColl-Kennedy, J. R. and Kiel, G. C. (1999). Marketing: A strategic approach. Melbourne, Victoria: Nelson ITP.
McColl-Kennedy, J. R., Kiel, G.C., Lusch, R. F. and Lusch, V. N. (1994). Marketing: Concepts and strategies (2nd edition). Melbourne, Victoria: Nelson Thomson Learning.
McColl-Kennedy, J. R., Kiel, G. C., Lusch, R. F. and Lusch, V. N. (1992). Marketing: Concepts and strategies. Melbourne, Victoria: Nelson Thomson Learning.
Dale, Pat and McColl-Kennedy, Janet R. (1988). Living in the Australian city. Melbourne: Longman Cheshire.
Kiel, Geoffrey C., McVey, Phillip and McColl-Kennedy, Janet R. (1985). Australian marketing planning practices. St Lucia: Department of Management, The University of Queensland.

Book Chapters

McColl-Kennedy, Janet R. and Zaki, Mohamed (2022). Measuring and managing customer experience (CX): What works and what doesn’t. The Palgrave Handbook of Service Management. (pp. 729-744) edited by Bo Edvardsson and Bård Tronvoll. Cham, Switzerland: Palgrave Macmillan. doi: 10.1007/978-3-030-91828-6_35
McColl-Kennedy, Janet R. (2019). From whence to where in service science: a perspective on the field. Handbook of service science, volume II. (pp. 729-742) edited by Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, Kelly Lyons, Lia Patrício and Yuriko Sawatani. Cham, Switzerland: Springer International Publishing. doi: 10.1007/978-3-319-98512-1_32
McColl-Kennedy, Janet and Cheung, Lilliemay (2018). Value cocreation: conceptualizations, origins, and developments. The Sage handbook of service-dominant logic. (pp. 62-79) edited by Stephen L. Vargo and Robert F. Lusch. London: Sage Publications.
Soutar, Geoffrey N., Sweeney, Jillian C. and McColl-Kennedy, Janet R. (2015). Best-worst scaling: An alternative to ratings data. Best-worst scaling: theory, methods and applications. (pp. 177-188) edited by Jordan J. Louviere, Terry N. Flynn and A.A.J. Marley. Cambridge, United Kingdom: Cambridge University Press. doi: 10.1017/CBO9781107337855.010
McColl-Kennedy, Janet R. (2013). Global perspectives on service: service research in Australia. Serving Customers: Global Services Marketing Perspectives. (pp. 317-319) edited by Raymond P. Fisk, Rebekah Russell-Bennett and Lloyd C. Harris. Prahran, VIC, Australia: Tilde Publishing and Distribution.
Bradley, Graham L., McColl-Kennedy, Janet R., Sparks, Beverley A., Jimmieson, Nerina L. and Zapf, Dieter (2010). Service encounter needs theory: a dyadic, psychosocial approach to understanding service encounters. Emotions and organizational dynamism. (pp. 221-258) edited by Wilfred J. Zerbe, Charmine E. J. Hartel and Neal M. Ashkanasy. Bingley, United Kingdom: Emerald Group Publishing. doi: 10.1108/S1746-9791(2010)0000006013
McColl-Kennedy, Janet R. and Smith, Amy K. (2006). Customer emotions in service failure and recovery encounters. Individual and organizational perspectives on emotion management and display. (pp. 243-275) edited by Wilfred J. Zerbe, Neal M. Ashkanasy and Charmine E.J. Härtel. Bingley, United Kingdom: Emerald Group Publishing. doi: 10.1016/S1746-9791(06)02010-4
McColl-Kennedy, J. R., Rundle-Thiele, S. and Ward, S. (2006). Australia: Changing consumer behavior and marketing. Handbook of Markets and Economies: East Asia, South-East Asia, Australia, New Zealand. (pp. 23-46) edited by A. Pecotich and C. J. Schultz II. Armonk, New York: M. E. Sharpe.
McColl-Kennedy, J. R. (2003). Service Recovery. Services marketing: A managerial approach. (pp. 330-356) edited by J. R. McColl-Kennedy. Brisbane, Australia: John Wiley & Sons.
McColl-Kennedy, J. R. (2003). Introduction to services. Services marketing: A managerial approach. (pp. 2-22) edited by J. R. McColl-Kennedy. Brisbane, Australia: John Wiley & Sons.
McColl-Kennedy, Janet R. (1998). Australia: Changing consumer behaviour. Marketing and consumer behavior in East and South-east Asia. (pp. 25-62) edited by Anthony Pecotich and Clifford J. Schultz II. Sydney: McGraw-Hill.
Dahringer, Lee D., Frame, Charles D., Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1994). Consumer involvement in services: An international evaluation. Globalization of consumer markets: Structures and strategies. (pp. 143-156) edited by Salah S. Hassan and Erdener Kaynak. New York: International Business Press.

Journal Articles

Orsingher, Chiara, McColl‐Kennedy, Janet R., Zaki, Mohamed, Green, Teegan, Varnfield, Marlien, Li, Jane, Butten, Kaley, Titman, Jason and Hansen, David (2024). Mobile applications (apps) as service provider actors. International Journal of Consumer Studies, 48 (2) ARTN e13016. doi: 10.1111/ijcs.13016
Sweeney, Jillian C., Frow, Pennie, Payne, Adrian and McColl-Kennedy, Janet R. (2023). How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?. Journal of Services Marketing, 37 (9), 1120-1131. doi: 10.1108/JSM-03-2023-0082
McColl-Kennedy, Janet R., Breidbach, Christoph F., Green, Teegan, Zaki, Mohamed, Gain, Alexandria M. and van Driel, Mieke L. (2023). Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care. Journal of Services Marketing, 37 (9), 1167-1185. doi: 10.1108/jsm-03-2023-0100
Gain, Alexandria M., McColl-Kennedy, Janet R. and Breidbach, Christoph F. (2023). Managing Sustainable Services: A Systematic Literature Review. Business Research Proceedings, 1-3. doi: 10.51300/brp-2023-69
Danaher, Tracey S., Danaher, Peter J., Sweeney, Jillian C. and McColl-Kennedy, Janet R. (2023). Dynamic customer value cocreation in healthcare. Journal of Service Research, 27 (2), 177-193. doi: 10.1177/10946705231161758
Tabaei-Aghdaei, Zahra, McColl-Kennedy, Janet R. and Coote, Leonard V. (2022). Goal setting and health-related outcomes in chronic diseases: a systematic review and meta-analysis of the literature from 2000 to 2020. Medical Care Research and Review, 80 (2), 1-20. doi: 10.1177/10775587221113228
McColl‐Kennedy, Janet R, Green, Teegan and Driel, Mieke L (2022). Value in primary care clinics: a service ecosystem perspective. Medical Journal of Australia, 216 (Supp.10), S22-S23. doi: 10.5694/mja2.51524
Brodie, Roderick J, Soutar, Geoffrey N and McColl-Kennedy, Janet R (2022). Research performance of Australian and New Zealand marketing academics: achieving rigor and relevance. Australasian Marketing Journal, 30 (4), 273-277. doi: 10.1177/14413582221094031
Snyder, Hannah, Witell, Lars, Gustafsson, Anders and McColl-Kennedy, Janet R. (2022). Consumer lying behavior in service encounters. Journal of Business Research, 141, 755-769. doi: 10.1016/j.jbusres.2021.11.075
Field, Joy M., Fotheringham, Darima, Subramony, Mahesh, Gustafsson, Anders, Ostrom, Amy L., Lemon, Katherine N., Huang, Ming-Hui and McColl-Kennedy, Janet R. (2021). Service research priorities: designing sustainable service ecosystems. Journal of Service Research, 24 (4), 1-18. doi: 10.1177/10946705211031302
Ostrom, Amy L., Field, Joy M., Fotheringham, Darima, Subramony, Mahesh, Gustafsson, Anders, Lemon, Katherine N., Huang, Ming-Hui and McColl-Kennedy, Janet R. (2021). Service research priorities: managing and delivering service in turbulent times. Journal of Service Research, 24 (3), 329-353. doi: 10.1177/10946705211021915
Tabaei Aghdaei, Zahra, McColl-Kennedy, Janet R. and Coote, Leonard V. (2021). Hierarchy of customer goals: conceptual framework and new insights. Journal of Service Management, ahead-of-print (ahead-of-print), 673-701. doi: 10.1108/josm-03-2020-0087
Patterson, Paul G., McColl-Kennedy, Janet R., Lee, Jenny (Jiyeon) and Brady, Michael K. (2021). Gaining insights into why professionals continue or abandon pro bono service. European Journal of Marketing, 55 (3), 790-813. doi: 10.1108/EJM-05-2019-0438
McColl-Kennedy, Janet R., Cheung, Lilliemay and Coote, Leonard V. (2020). Tensions and trade-offs in multi-actor service ecosystems. Journal of Business Research, 121, 655-666. doi: 10.1016/j.jbusres.2020.06.055
Chen, Tom, Dodds, Sarah, Finsterwalder, Jörg, Witell, Lars, Cheung, Lilliemay, Falter, Mareike, Garry, Tony, Snyder, Hannah and McColl-Kennedy, Janet R. (2020). Dynamics of wellbeing co-creation: a psychological ownership perspective. Journal of Service Management, ahead-of-print (ahead-of-print), 383-406. doi: 10.1108/josm-09-2019-0297
Zaki, Mohamed and McColl-Kennedy, Janet R. (2020). Text mining analysis roadmap (TMAR) for service research. Journal of Services Marketing, 34 (1), 30-47. doi: 10.1108/JSM-02-2019-0074
Cheung, Lilliemay and McColl-Kennedy, Janet R. (2019). Addressing vulnerability: what role does marketing play?. Journal of Services Marketing, 33 (6), 660-670. doi: 10.1108/JSM-09-2018-0271
Snyder, Hannah, Witell, Lars, Elg, Mattias and McColl-Kennedy, Janet R. (2019). The influence of place on health-care customer creativity. European Journal of Marketing, 53 (7), 1400-1422. doi: 10.1108/EJM-10-2017-0723
Gallan, Andrew S., McColl-Kennedy, Janet R., Barakshina, Tatiana, Figueiredo, Bernardo, Jefferies, Josephine Go, Gollnhofer, Johanna, Hibbert, Sally, Luca, Nadina, Roy, Sanjit, Spanjol, Jelena and Winklhofer, Heidi (2019). Transforming community well-being through patients' lived experiences. Journal of Business Research, 100, 376-391. doi: 10.1016/j.jbusres.2018.12.029
Frow, Pennie, McColl-Kennedy, Janet R., Payne, Adrian and Govind, Rahul (2019). Service ecosystem well-being: conceptualization and implications for theory and practice. European Journal of Marketing, 53 (12), 2657-2691. doi: 10.1108/EJM-07-2018-0465
McColl-Kennedy, Janet R., Zaki, Mohamed, Lemon, Katherine N., Urmetzer, Florian and Neely, Andy (2018). Gaining customer experience insights that matter. Journal of Service Research, 22 (1), 8-26. doi: 10.1177/1094670518812182
Keating, Byron W., McColl-Kennedy, Janet R. and Solnet, David (2018). Theorizing beyond the horizon: service research in 2050. Journal of Service Management, 29 (5), 766-775. doi: 10.1108/josm-08-2018-0264
Bolton, Ruth N., McColl-Kennedy, Janet R., Cheung, Lilliemay, Gallan, Andrew, Orsingher, Chiara, Witell, Lars and Zaki, Mohamed (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29 (5) JOSM-04-2018-0113, 776-808. doi: 10.1108/josm-04-2018-0113
Salunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2018). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial Marketing Management, 76, 144-156. doi: 10.1016/j.indmarman.2018.07.004
McColl-Kennedy, Janet R., Danaher, Tracey S., Gallan, Andrew S., Orsingher, Chiara, Lervik-Olsen, Line and Verma, Rohit (2017). How do you feel today? Managing patient emotions during health care experiences to enhance well-being. Journal of Business Research, 79, 247-259. doi: 10.1016/j.jbusres.2017.03.022
Cheung, Lilliemay, McColl-Kennedy, Janet and Coote, Leonard V. (2017). Consumer-citizens mobilizing social capital following a natural disaster: Effects on well-being. Journal of Services Marketing, 31 (4/5), 438-451. doi: 10.1108/JSM-05-2016-0192
McColl-Kennedy, Janet R., Snyder, Hannah, Elg, Mattias, Witell, Lars, Helkkula, Anu, Hogan, Suellen J. and Anderson, Laurel (2017). The changing role of the health care customer: review, synthesis and research agenda. Journal of Service Management, 28 (1), 2-33. doi: 10.1108/JOSM-01-2016-0018
McColl-Kennedy, Janet R., Hogan, Suellen J., Witell, Lars and Snyder, Hannah (2017). Cocreative customer practices: effects of health care customer value cocreation practices on well-being. Journal of Business Research, 70, 55-66. doi: 10.1016/j.jbusres.2016.07.006
Patterson, Paul G., Brady, Michael K. and McColl-Kennedy, Janet R. (2016). Geysers or bubbling hot springs? A cross-cultural examination of customer rage from Eastern and Western perspectives. Journal of Service Research, 19 (3), 243-259. doi: 10.1177/1094670516649057
Frow, Pennie, McColl-Kennedy, Janet R. and Payne, Adrian (2016). Co-creation practices: their role in shaping a health care ecosystem. Industrial Marketing Management, 56, 24-39. doi: 10.1016/j.indmarman.2016.03.007
Andreassen, Tor Wallin, Kristensson, Per, Lervik-Olsen, Line, Parasuraman, A., McColl-Kennedy, Janet R., Edvardsson, Bo and Colurcio, Maria (2016). Linking service design to value creation and service research. Journal of Service Management, 27 (1), 21-29. doi: 10.1108/JOSM-04-2015-0123
Sweeney, Jillian C., Danaher, Tracey S. and McColl-Kennedy, Janet R. (2015). Customer effort in value cocreation activities: improving quality of life and behavioral intentions of health care customers. Journal of Service Research, 18 (3), 318-335. doi: 10.1177/1094670515572128
Ford, Robert C and McColl-Kennedy, Janet R (2015). Organizational strategies for filling the customer can-do/must-do gap. Business Horizons, 58 (4), 459-468. doi: 10.1016/j.bushor.2015.03.010
Surachartkumtonkun, Jiraporn, McColl-Kennedy, Janet and Patterson, Paul (2015). Unpacking customer rage elicitation: a dynamic model. Journal of Service Research, 18 (2), 177-192. doi: 10.1177/1094670514556275
McColl-Kennedy, Janet R., Cheung, Lilliemay and Ferrier, Elizabeth (2015). Co-creating service experience practices. Journal of Service Management, 26 (2), 249-275. doi: 10.1108/JOSM-08-2014-0204
Cheung, Lilliemay and McColl-Kennedy, Janet (2015). Resource integration in liminal periods: Transitioning to transformative service. Journal of Services Marketing, 29 (6/7), 485-497. doi: 10.1108/JSM-01-2015-0055
McColl-Kennedy, J. R., Patterson, P. G., Brady, M. K., Cheung, L. and Nguyen, D. (2015). To give or not to give professional services to non-paying clients: professionals’ giving backstory. Journal of Service Management, 26 (3), 426-459. doi: 10.1108/JOSM-07-2014-0194
Gustafsson, Anders, Aksoy, Lerzan, Brady, Michael K., McColl-Kennedy, Janet R., Sirianni, Jancy J., Witell, Lars and Wuenderlich, Nancy V. (2015). Conducting service research that matters. Journal of Services Marketing, 29 (6/7), 425-429. doi: 10.1108/JSM-02-2015-0103
McColl-Kennedy, Janet, Gustafsson, Anders, Jaakkola, Elina, Klaus, Phil, Radnor, Zoe Jane, Perks, Helen and Friman, Margareta (2015). Fresh perspectives on customer experience. Journal of Services Marketing, 29 (6/7), 430-435. doi: 10.1108/JSM-01-2015-0054
McColl-Kennedy, Janet R. (2014). Health care in service science special issue of Australasian Marketing Journal. Australasian Marketing Journal, 22 (3), 165-167. doi: 10.1016/j.ausmj.2014.08.012
Bolton, Ruth N., Gustafsson, Anders, McColl-Kennedy, Janet, Sirianni, Nancy J. and Tse, David K. (2014). Small details that make big differences: a radical approach to consumption experience as a firm's differentiating strategy. Journal of Service Management, 25 (2), 253-274. doi: 10.1108/JOSM-01-2014-0034
Frow, Pennie, McColl-Kennedy, Janet R., Hilton, Toni, Davidson, Anthony, Payne, Adrian and Brozovic, Danilo (2014). Value propositions: a service ecosystems perspective. Marketing Theory, 14 (3), 327-351. doi: 10.1177/1470593114534346
Dagger, Tracey S., Danaher, Peter J., Sweeney, Jillian C. and McColl-Kennedy, Janet R. (2013). Selective halo effects arising from improving the interpersonal skills of frontline employees. Journal of Service Research, 16 (4), 488-502. doi: 10.1177/1094670513481406
Salunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2013). Competing through service innovation: the role of bricolage and entrepreneurship in project-oriented firms. Journal of Business Research, 66 (8), 1085-1097. doi: 10.1016/j.jbusres.2012.03.005
Bradley, Graham L., Sparks, Beverley A., Zapf, Dieter, McColl-Kennedy, Janet R. and Jimmieson, Nerina L. (2013). Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors. Psychology and Marketing, 30 (6), 512-528. doi: 10.1002/mar.20624
Tombs, Alastair G. and McColl-Kennedy, Janet R. (2013). Third party customers infecting other customers for better or for worse. Psychology and Marketing, 30 (3), 277-292. doi: 10.1002/mar.20604
Surachartkumtonkun, Jiraporn, Patterson, Paul G. and McColl-Kennedy, Janet R. (2013). Customer rage back-story: Linking needs-based cognitive appraisal to service failure type. Journal of Retailing, 89 (1), 72-87. doi: 10.1016/j.jretai.2012.06.001
McColl-Kennedy, Janet R., Vargo, Stephen L., Dagger, Tracey S., Sweeney, Jillian C. and van Kasteren, Yasmin (2012). Health care customer value cocreation practice styles. Journal of Service Research, 15 (4), 370-389. doi: 10.1177/1094670512442806
Kjellberg, Hans, Storbacka, Kaj, Akaka, Melissa, Chandler, Jennifer, Finch, John, Lindeman, Sara, Lobler, Helge, Mason, Katy, McColl-Kennedy, Janet and Nenonen, Suvi (2012). Market futures/future markets: Research directions in the study of markets. Marketing Theory, 12 (2), 219-223. doi: 10.1177/1470593112444382
McColl-Kennedy, Janet R. (2012). Engaging Public Sector Clients: From Service-Delivery to Co-production. Australian Journal of Public Administration, 71 (1), 94-96. doi: 10.1111/j.1467-8500.2012.00752_2.x
Nguyen, Doan, McColl-Kennedy, Janet R. and Dagger, Tracey S. (2012). Matching service recovery solutions to customer recovery preferences. European Journal of Marketing, 46 (9), 1171-1194. doi: 10.1108/03090561211247865
Hogan, Suellen J., Soutar, Geoffrey, N., McColl-Kennedy, Janet R. and Sweeney, Jillian C. (2011). Reconceptualizing professional service firm innovation capability: Scale development. Industrial Marketing Management, 40 (8), 1264-1273. doi: 10.1016/j.indmarman.2011.10.002
McColl-Kennedy, Janet R., Sparks, Beverley A. and Nguyen, Doan T. (2011). Customer's angry voice: Targeting employees or the organization?. Journal of Business Research, 64 (7), 707-713. doi: 10.1016/j.jbusres.2010.08.004
Sweeney, Jillian C., Soutar, Geoffrey N. and McColl-Kennedy, Janet R. (2011). The marketing practices-performance relationship in professional service firms. Journal of Service Management, 22 (3), 292-316. doi: 10.1108/09564231111136845
Salunke, Sandeep, Weerawardena, Jay and McColl-Kennedy, Janet R. (2011). Towards a model of dynamic capabilities in innovation-based competitive strategy: Insights from project-oriented service firms. Industrial Marketing Management, 40 (8), 1251-1263. doi: 10.1016/j.indmarman.2011.10.009
Wirtz, Jochen and McColl-Kennedy, Janet R. (2010). Opportunistic customer claiming during service recovery. Journal of The Academy of Marketing Science, 38 (5), 654-675. doi: 10.1007/s11747-009-0177-6
Tombs, Alastair G. and McColl-Kennedy, Janet R. (2010). Social and spatial influence of customers on other customers in the social-servicescape. Australasian Marketing Journal, 18 (3), 120-131. doi: 10.1016/j.ausmj.2010.04.001
Brodie, Roderick J. and McColl-Kennedy, Janet R. (2010). Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US". Australasian Marketing Journal, 18 (3), 159-160. doi: 10.1016/j.ausmj.2010.05.004
Amonini, Claudia, McColl-Kennedy, Janet R., Soutar, Geoffrey N. and Sweeney, Jillian C. (2010). How professional service firms compete in the market: An exploratory study. Journal of Marketing Management, 26 (1/2), 28-55. doi: 10.1080/02672570903534662
Patterson, P. G., McColl-Kennedy, J. R., Smith, A. K. and Lu, Z. (2009). Customer rage: Triggers, tipping points, and take-outs. Harvard Business Review Case Study, Prod. #: CMR438-PDF-ENG
Patterson, Paul G., McColl-Kennedy, Janet R., Smith, Amy K. and Lu, Zhi (2009). Customer rage: Triggers, tipping points, and take-outs. California Management Review, 52 (1), 6-28. doi: 10.1525/cmr.2009.52.1.6
McColl-Kennedy, Janet R., Patterson, Paul G., Smith, Amy K. and Brady, Michael K. (2009). Customer rage episodes: Emotions, expressions and behaviors. Journal of Retailing, 85 (2), 222-237. doi: 10.1016/j.jretai.2009.04.002
Butcher, K., Sparks, B. and McColl-Kennedy, J. (2009). Predictors of customer service training in hospitality firms. International Journal of Hospitality Management, 28 (3), 389-396. doi: 10.1016/j.ijhm.2008.10.004
Danaher, P. J., Conroy, D. M. and McColl-Kennedy, J. R. (2008). Who wants a relationship anyway? Conditions when consumers expect a relationship with their service provider. Journal of Service Research, 11 (1), 43-62. doi: 10.1177/1094670508319095
McColl-Kennedy, J. R., Sweeney, J. C., Soutar, G. N. and Amonini, C. (2008). Professional service firms are relationship marketers: But does size matter?. Australasian Marketing Journal, 16 (1), 30-47. doi: 10.1016/S1441-3582(08)70003-X
Patterson, P. G., McColl-Kennedy, J. R. and Lu, Z. (2008). Research on customer rage in failed service encounters. Journal of Harbin Institute of Technology (New Series), 15 (Suppl.), 222-226.
McColl-Kennedy, J. (2008). Strategies for developing national and international research collaborations: Some personal reflections. Australasian Marketing Journal, 16 (2), 84-87. doi: 10.1016/S1441-3582(08)70018-1
Russell-Bennett, R., McColl-Kennedy, J. R. and Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60 (12), 1253-1260. doi: 10.1016/j.jbusres.2007.05.001
McColl-Kennedy, Janet R. and Anderson, Ronald D. (2005). Subordinate-manager gender combination and perceived leadership style influence on emotions, self-esteem and organizational commitment. Journal of Business Research, 58 (2), 115-125. doi: 10.1016/S0148-2963(03)00112-7
Bennett, R., Hartel, C. E. J. and McColl-Kennedy, J. R. (2005). Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R. Industrial Marketing Management, 34 (1), 97-107. doi: 10.1016/j.indmarman.2004.08.003
Mort, Gillian Sullivan, McColl-Kennedy, Janet R., Kiel, Geoffrey and Soutar, Geoffrey N. (2004). Perceptions of marketing journals by senior academics in Australia and New Zealand. Australasian Marketing Journal, 12 (2), 51-61. doi: 10.1016/S1441-3582(04)70097-X
Sullivan Mort, G., McColl-Kennedy, J. R., Kiel, G. C. and Soutar, G. N. (2004). Perceptions of marketing journals by senior academics in Australia and New Zealand. Australasian Marketing Journal, 12 (2), 51-61.
Tombs, Alastair and McColl-Kennedy, Janet R. (2003). Social-servicescape conceptual model. Marketing Theory, 3 (4), 447-475. doi: 10.1177/1470593103040785
McColl-Kennedy, Janet R. and Patterson, Paul (2003). Editorial. Australasian Marketing Journal, 11 (2), 5-6. doi: 10.1016/S1441-3582(03)70123-2
Drennan, Judy and McColl-Kennedy, Janet R. (2003). The relationship between Internet use and perceived performance in retail and professional service firms. Journal of Services Marketing, 17 (3), 295-311. doi: 10.1108/08876040310474837
Nguyen, D. and McColl-Kennedy, J. R. (2003). Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal, 11 (2), 46-55. doi: 10.1016/S1441-3582(03)70128-1
Drennan, J. C. and McColl-Kennedy, J. R. (2003). The relationship between internet use and perceived performance in retail and professional service firms. Journal of Services Marketing, 17 (3), 295-309.
McColl-Kennedy, J. R., Daus, C. S. and Sparks, B. A. (2003). The role of gender in reactions to service failure and recovery. Journal of Service Research, 6 (1), 66-82. doi: 10.1177/1094670503254286
McColl-Kennedy, J. R. and Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5 (3), 251-266. doi: 10.1177/1094670502238918
McColl-Kennedy, J. R. and Anderson, R. D. (2002). Impact of leadership style and emotions on subordinate performance. Leadership Quarterly, 13 (5), 545-559. doi: 10.1016/S1048-9843(02)00143-1
Weerawardena, J. and McColl-Kennedy, J. R. (2002). New service development and competitive advantage: A conceptual model. Australasian Marketing Journal, 10 (1), 13-23.
Sparks, B. A. and McColl-Kennedy, Janet R. (2001). Service recovery process: Justice strategy options for increased customer satisaction. Journal of Business Research, 54 (3), 209-218. doi: 10.1016/S0148-2963(00)00120-X
McColl-Kennedy, J. R. (2001). Special issue on services marketing: Australia. Journal of Business Research, 54 (3), 185-187. doi: 10.1016/S0148-2963(00)00123-5
McColl-Kennedy, J. R. and Fetter, R. E. (2001). An empirical examination of the involvement of external search relationship in services marketing. Journal of Services Marketing, 15 (2), 82-98. doi: 10.1108/08876040110381337
Hodkinson, C. S., Kiel, G. C. and McColl-Kennedy, J. R. (2000). Consumer web search behaviour: diagrammatic illustration of wayfinding on the web. International Journal of Human-Computer Studies, 52 (5), 805-830. doi: 10.1006/ijhc.1999.0357
McColl-Kennedy, J. R. and Dann, S. J. (2000). Success: What do women and men really think it means?. Asia Pacific Journal of Human Resources, 38 (3), 29-45. doi: 10.1177/103841110003800304
McColl-Kennedy, J. R. and Schneider, U. (2000). Measuring customer satisfaction: Why, what and how?. Total Quality Management, 11 (7), 883-896. doi: 10.1080/09544120050135434
McColl-Kennedy, J. R. and Fetter, R. E. (1999). Dimensions of consumer search behavior in services. Journal of Services Marketing, 13 (3), 242-263. doi: 10.1108/08876049910273871
McColl-Kennedy, Janet R. and Fetter, Richard E. (1999). Consumer involvement differences between professional services and non-professional services. Journal of Professional Services Marketing, 19 (2), 93-106. doi: 10.1300/J090v19n02_05
Hartel, Charmine E. J., McColl-Kennedy, Janet R. and McDonald, Lynette M. (1998). Incorporating attributional theory and the theory of reseaoned action within an affective events theory framework to produce a contingency predictive model of consumer reactions to organizational mishaps. Advances in Consumer Research, 25 (1), 428-432.
Summers, J. and McColl-Kennedy, J. R. (1998). Australia as a holiday destination: Young Americans' vs young Chinese Malaysians' decision making. Journal of Hospitality and Leisure Marketing, 5 (4), 33-55. doi: 10.1300/J150v05n04_04
Sparks, B. A. and McColl-Kennedy, J. R. (1998). The application of procedural justice principles to service recovery attempts: Outcomes for customer satisfaction. Advances in Consumer Research, 25 (1), 156-161.
McColl-Kennedy, Janet R. and White, Tina (1997). Service provider training programs at odds with customer requirements in five-star hotels. Journal of Services Marketing, 11 (4), 249-264. doi: 10.1108/08876049710171713
McColl-Kennedy, Janet R., Kiel, Geoffrey C. and Dann, Susan J. (1993). Money or motivation? Compensating the salesforce. Marketing Intelligence and Planning, 11 (1), 13-19. doi: 10.1108/02634509310024137
McColl-Kennedy, Janet R., Dahringer, Lee D. and Yau, Oliver H. M. (1992). Energy consumption patterns of mature Australian consumers. Journal of International Consumer Marketing, 4 (3), 35-61. doi: 10.1300/J046v04n03_04
Dahringer, Lee D., Frame, Charles D., Yau, Oliver and McColl-Kennedy, Janet (1991). Consumer involvement in services: An international evaluation. Journal of International Consumer Marketing, 3 (2), 61-78. doi: 10.1300/J046v03n02_05
Dahringer, Lee D., Frame, C. D., Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1991). Consumer involvement in services: An international evaluation. Journal of International Consumer Marketing, 3 (2), 61-78.
McColl-Kennedy, J. R., Yau, O. H. M. and Kiel, G. C. (1990). Marketing planning practices in Australia: A comparison across company types. Marketing Intelligence and Planning, 8 (4), 21-29. doi: 10.1108/02634509010002747
McColl-Kennedy, J. R. and Dann, S. J. (1989). Electricity tariffs: Social policy implications. Australian Journal of Public Administration, 48 (3), 285-290. doi: 10.1111/j.1467-8500.1989.tb02228.x

Conference Papers

McColl-Kennedy, Janet R. and Fetter, Richard E. (2015). Validating a measure of external search across service settings. Academy of Marketing Science (AMS) Annual Conference 1997, Coral Gables, FL, United States, 28 - 31 May 1997. Cham, Switzerland: Springer Cham. doi: 10.1007/978-3-319-13141-2_108
McColl-Kennedy, Janet R. and Tombs, Alastair (2011). When customer value co-creation diminishes value for other customers deliberately or inadvertently. Naples Forum on Service: Service-Dominant Logic, Service Science, and Network Theory, Naples, Italy, 15-17 June 2011. Naples Forum on Service.
Surachartkumtonkun, Jiraporn, Patterson, Paul G. and McColl-Kennedy, Janet R. (2010). Linking service failure types to cognitive appraisal. 2010 AMA Winter Educators' Conference, New Orleans, LA, United States, 19-22 February 2010. Chicago, IL, United States: American Marketing Association.
Tombs, Alastair G. and McColl-Kennedy, Janet R. (2010). They may play up but it's your fault: The attributions toward other customers. Australian and New Zealand Marketing Academy Conference [ANZMAC], Christchurch, N.Z., 29 November-1 December 2010. Melbourne, VIC, Australia: Australian and New Zealand Marketing Academy (ANZMAC).
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2009). Examining the role of dynamic combinative capability and learning in service innovation-based performance in project-oriented service firms. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, 30 November - 2 December 2009. Melbourne, Australia: ANZMAC.
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2009). Conceptualising and measuring service innovation in project-oriented service firms. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, 30 November - 2 December 2009. Melbourne, Australia: ANZMAC.
McColl-Kennedy, J. R., Vargo, S., Dagger, T. and Sweeney, J. (2009). Customers as resource integrators: Styles of customer co-creation. The 2009 Naples Forum on Services, Capri, Italy, 16-19 June, 2009. Brussels, Belgium: European Institute for Advanced Studies in Management.
Jiraporn, S., Patterson, P. G. and McColl-Kennedy, J. R. (2009). Cognitive appraisals that trigger customer rage. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, 30 November - 2 December 2009. Australia: Australian & New Zealand Marketing Academy (ANZMAC).
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2008). Provider Service Logic: The generation and application of beneficiary-centric knowledge. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, 1-3 December 2008. Sydney, Australia: ANZMAC.
McColl-Kennedy, J. R. and Patterson, P. (2008). Seeing red: Customer rage emotions, expressions and behaviours. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, 1-3 December 2008. Sydney, NSW: ANZMAC.
Hogan, S. J., McColl-Kennedy, J. R., Soutar, G. N. and Sweeney, J. C. (2008). Beyond the manufacturing mindset: Development of the professional service firm innovation (PSFI) scale. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, 1-3 December 2008. Sydney, Australia: ANZMAC.
Tombs, A. and McColl-Kennedy, J. R. (2007). Consumers as social spatial influencers. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007.
McColl-Kennedy, J. R., Smith, A. K. and Nguyen, D. (2007). The effects of counterfactual thinking and time orientation in service failure and recovery encounters. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. Verona, Italy: The Academy of Marketing Science.
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2007). Conceptualizing the new service development based competitive strategy in project oriented service firms. World Marketing Congress 2007, Verona, Italy, 11-14 July, 2007. Verona, Italy: The Academy of Marketing Science.
Soutar, G. N., Sweeney, J. C. and McColl-Kennedy, J. R. (2007). Strategy choice's impact on the market orientation - performance relationship in professional service firms. Australian and New Zealand Marketing Academy Conference (ANZMAC 2007), Dunedin, New Zealand, 3-5 December, 2007. Dunedin, New Zealand: University of Otago and ANZMAC.
Hogan, S., McColl-Kennedy, J. R., Sweeney, J. C. and Soutar, G. N. (2007). Innovation within professional service firms: An exploratory study. Australian and New Zealand Marketing Academy Conference (ANZMAC 2007), Dunedin, New Zealand, 3-5 December, 2007. Dunedin, New Zealand: University of Otago and ANZMAC.
Salunke, S., Weerawardena, J. and McColl-Kennedy, J. (2006). Conceptualising the role of dynamic learning capabilities sevice firm competitive strategy. 15th Annual AMA Frontiers in Service Conference, Brisbane, June 29 - July 2 2006.
Salunke, S. S., Weerawardena, J. and McColl-Kennedy, J. R. (2006). Conceptualising the service firm competitive strategy in hypercompetitive environments. Australian and New Zealand Marketing Academy Conference (ANZMAC 2006) : Advancing Theory, Maintaining Relevance, Brisbane, Australia, 4-6 December, 2006. Brisbane, Australia: Queensland University of Technology.
Danaher, Peter, Conroy, Denise and McColl-Kennedy, Janet (2006). When do customers expect a relationship with their service provider?. European Marketing Academy Conference (35th, EMAC, 2006), Athens, Greece, 23-26 May, 2006.
McColl-Kennedy, Janet R. and Smith, Amy K. (2006). CUSTOMER EMOTIONS IN SERVICE FAILURE AND RECOVERY ENCOUNTERS. 4th International Conference on Emotions and Organizational Life, London England, Jun, 2004. BINGLEY: EMERALD GROUP PUBLISHING LTD. doi: 10.1016/S1746-9791(06)02010-4
Tombs, A. G. and McColl-Kennedy, J. R. (2005). The impact of social density, purchase occasion and displayed emotions of others on customer affect and behavioural intentions. 34th European Marketing Academy Conference (EMAC), Milan, Italy, 24-27 May 2005. Italy: European Marketing Academy.
Nguyen, Doan T. and McColl-Kennedy, Janet R. (2005). A new conceptualisation of service recovery: Contractual, interactive and relational orientations. Australian and New Zealand Marketing Academy Conference (ANZMAC 2005) : Broadening the Boundaries, Perth, Australia, 5 -7 December, 2005. Fremantle WA: University of Western Australia.
Wirtz, J. and McColl-Kennedy, J. R. (2005). Aggressive consumer claiming behavior in a service recovery context. 12th Biennial World Marketing Congress, Muenster, Germany, 6-9 July, 2005. Coral Gables, USA: Academy of Marketing Science.
McColl-Kennedy, J. R. and Tombs, A. G. (2005). Customer to customer emotional contagion and counter-contagion in a social service setting. 14th Annual Frontiers in Services Conference, Tempe, Arizona, 6-9 October, 2005. Tempe, Arizona: W.P. Carey School of Business, Arizona State University.
Nguyen, Doan T. T. and McColl-Kennedy, Janet R. (2005). Re-conceptualizing service recovery: Matching organizational responses to customer orientations. 4th SERVSIG Research Conference 2005, Singapore, 2-4 June, 2005. Singapore: National University of Singapore and American Marketing Association.
Leo, W. W. C., Bennett, R. and McColl-Kennedy, Janet R. (2005). LMCX Model: A triadic approach for effective service delivery and service recovery. 4th SERVSIG Research Conference 2005, Singapore, 2-4 June, 2005. Singapore: National University of Singapore and American Marketing Association.
Tombs, A. G. and McColl-Kennedy, J. R. (2005). Customer to customer emotional contagion: Group vs private purchase occasions. 4th SERVSIG Research Conference 2005, Singapore, 2-4 June, 2005. Singapore: National University of Singapore and American Marketing Association.
Nguyen, D. and McColl-Kennedy, J. R. (2004). Gender differences in perceptions of service experiences and word of mouth. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, 29 November-1 December 2004. Wellington, N.Z.: ANZMAC.
Tombs, A. G. and McColl-Kennedy, J. R. (2004). The importance of physical, social and contextual elements of the social-servicescape on customer affect and repurchase intentions. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, 29 November-1 December 2004. Wellington, New Zealand: ANZMAC.
Bennett, R., Hartel, C. and McColl-Kennedy, J. R. (2004). A taxonomy of expressed emotion in complaints. 33rd European Marketing Academy Conference (EMAC), Murcia, Spain, 18-21 May 2004. Murcia, Spain: Universidad de Murcia.
McOmish, Margaret and McColl-Kennedy, Janet R. (2004). Customers affective responses to retail servicescapes: An exploratory study. ANZMAC 2004: Australian and New Zealand Marketing Academy Conference, Wellington, New Zealand, 29 November-1 December 2004. Wellington, New Zealand: ANZMAC.
Nguyen, D. and McColl-Kennedy, J. R. (2003). Understanding service failure and recovery: A customer-based phenomenographic approach. Australian and New Zealand Marketing Academy Conference (ANZMAC 2003), Adelaide, South Australia, 1-3 December 2003. Adelaide, Australia: The University of South Australia.
Tombs, A. G. and McColl-Kennedy, J. R. (2003). The social servicescape: A conceptual model. 32nd European Marketing Academy Conference (EMAC), Glasgow, Scotland, 20-23 May, 2003. Glasgow, Scotland: University of Strathclyde.
Tombs, A. G. and McColl-Kennedy, J. R. (2003). Customers as spatial and social influencers on other customers in the social-servicescape. Australian and New Zealand Marketing Academy Conference (ANZMAC 2003), Adelaide, Australia, 1-3 December 2003. Adelaide, Australia: The University of South Australia.
Bennett, R., Hartel, C., McColl-Kennedy, J. R. and James, C. E. (2003). Emotions and complaining behaviour following a service failure. 63rd Annual Meeting of the Academy of Management, Seattle, Washington, 1-6 August, 2003. New York: Academy of Management.
Bennett, R., Hartel, C. E. J. and McColl-Kennedy, J. R. (2003). Exploring the emotions expressed in complaint behaviour. 1st Brisbane Symposium on Emotions, Brisbane, Queensland, 25 November 2003.
Hartel, Charmine E. J.,, McColl-Kennedy, Janet R. and Bennett, Rebekah (2003). Toward a theory of workplace events: Extending affective events theory to the cognitive domain. 3rd Bi-Annual Meeting of the Emotions in Organizational Life Conference, Gold Coast, July 2002.
Bennett, R.,, Hartel, C. E. J., McColl-Kennedy, J. R and James, C. E. (2003). Emotions and Complaining Behavior Following Service Failure. Democracy in a Knowledge Economy: Annual Meeting, Seattle, USA, 1 – 6 August, 2003.
Tombs, A. G. and McColl-Kennedy, J. R. (2002). Beyond the servicescape: Customer to customer interactions in the social servicescape. Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, 2-4 December, 2002. Melbourne: Deakin University.
Sullivan Mort, G., McColl-Kennedy, J. R., Kiel, G. C. and Soutar, G. (2002). Senior faculty perceptions of the quality of marketing journals: An Australian and New Zealand perspective. Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, 2-4 December, 2002. Melbourne: Deakin University.
McColl-Kennedy, J. R. and Nguyen, D. (2002). Customer anger and cognitive appraisal in a service recovery setting. Australian and New Zealand Marketing Academy Conference (ANZMAC 2002), Melbourne, Australia, 2-4 December, 2002. Melbourne: Deakin University.
Bennett, R., Coote, L. V., Hartel, C. and McColl-Kennedy, J. R. (2002). The impact of the client-service provider relationship on loyalty in a business services setting. 2nd ServSIG Research Conference 2001, Sydney, Australia, 26-28 May, 2001. Chicago: American Marketing Association.
Bennett, R., Hartel, C. and McColl-Kennedy, J. R. (2002). The influence of cognitive and emotional variables on attitudinal loyalty in a business-to-business service setting. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, 3-5 July, 2002. Brisbane: Graduate School of Management, University of Queensland.
Hodkinson, C., Keil, G. and McColl-Kennedy, J. R. (2002). Consumer problem solving on the web: An analysis of information search actions and their relationship to the arrival at on-line purchase decisions. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, Australia, 3-5 July, 2002. Brisbane, Australia: UQ Business School, The University of Queensland.
Nguyen, D. T. and McColl-Kennedy, J. R. (2002). Customer cognitive appraisal and anger in the service recovery context: A conceptual framework. 2nd International Services Marketing Conference, The University of Queensland, Brisbane, 3-5 July. Brisbane: UQ Business School, The University of Queensland.
McColl-Kennedy, J. R., Sparks, B. and Daus, C (2001). Governments don't always matter: Sex bias and discrimination in organizational life in the 21st century. 61st Annual Meeting of the Academy of Management, Washington, DC, 3-8 August 2001. Briarcliff Manor, NY: Academy of Management.
Sparks, B. A. and McColl-Kennedy, J. R. (2001). Justice strategy options for increased customer satisfaction in a services recovery setting. International Services Marketing Conference '99, University of Queensland, Brisbane, 5-7 Apr 1999. New York: Elsevier-North Holland. doi: 10.1016/S0148-2963(00)00120-X
McColl-Kennedy, J. R. and Anderson, R. B. (2000). Anger and optimism as mediators in the relationship between leadership style, organization-based self esteem and organizational commitment. 2nd International Conference on Emotions and Organizational Life, Ryerson Polytechnic University, Toronto, Canada, 9-11th August, 2000. St Lucia, Australia: The University of Queensland.
Bennett, R., McColl-Kennedy, J. R. and Coote, L. V. (2000). Trust, commitment and attitudinal brand loyalty: Key constructs in business-to-business relationships. Australian and New Zealand Marketing Academy Conference (ANZMAC 2000), Gold Coast, Australia, 28 November - 1 December, 2000. Gold Coast, Australia: Australian and New Zealand Marketing Academy Management.
Sparks, B. and McColl-Kennedy, J. R. (1999). Justice strategy options for increased customer satisfaction in a services recovery setting. International Services Marketing Conference '99, Brisbane, Australia, 5-7 April 1999. St Lucia, Australia: Graduate School of Management, The University of Queensland.
Sparks, B. and Mccoll-Kennedy, J. R. (1999). Understanding recovery from a fairness theory approach. Frontiers in Services, Vanderbilt University, Nashville, Tennessee, 21-23 Oct 1999. Nashville, Tennessee: Owen Graduate School of Management, Vanderbilt University.
Rowe, A. and McColl-Kennedy, J. R. (1999). Receptivity to long term relationships with service providers: A customer perspective. Australian Services Marketing Workshop, Melbourne, February 17-19, 1999. Melbourne: Dept of Marketing, Fac. of Business & Economics, Monash Univ..
Hume, M. and McColl-Kennedy, J. R. (1999). Episodic, extended and continuous service encounters: A theoretical framework. Australian and New Zealand Marketing Academy Conference (ANZMAC 1999), Sydney, Australia, 28 November - 1 December, 1999. Sydney, Australia: Australian and New Zealand Marketing Academy Management.
Drennan, J. C. and Kennedy, J. T. (1999). A study of factors impacting on small business Internet use in the service sector. International Services Marketing Conference '99, Brisbane, QLD, Australia, 5-7 April 1999. Brisbane: Graduate School of Management.
McColl-Kennedy, J. R., Rowe, A. T., Shulman, A., Sparks, B. and Lafferty, G. (1998). Building long term relationships with 4 star and 5 star hotel customers: Increased automation vs relational benefits. Australian and New Zealand Marketing Academy Conference (ANZMAC 1998), Otago, New Zealand, 29 November - 3 December, 1998. Otago, New Zealand: Australian and New Zealand Marketing Academy Management.
Tan, W. Y. and McColl-Kennedy, Janet R. (1998). Culture, customer satisfaction, assessment, cognitive, affective and outcome behaviours of dyadic service encounters: A conceptual model. Proceedings of the 1998 Annual Conference of the Australian and New Zealand Academy of Management (ANZAM), Adelaide, Australia, 6-9 December, 1998.
McColl-Kennedy, J. R. (1998). Customer satisfaction, assessment, intentions and outcome behaviors of dyadic service encounters: A conceptual model. Annual Conference of the Academy of Marketing Science, Norfolk, Vermont, May, 1998. Coral Gables, Florida: The Academy of Marketing Science.
Johnson, M. and McColl-Kennedy, J. R. (1997). Quality of life goals: How relevant is the advice of financial planners?. 22nd Annual Macro-Marketing Conference, Bergen, Norway, 14-17 June, 1997. Bergen, Norway: 22nd Annual Macro-Marketing Conference.
McDonald, L., Hartel, C. and McColl-Kennedy, J. R. (1997). Review of the use of the attitudinal construct in research on organisation-related mishaps to produce an alternative conceptualisation of the affective-cognitive paradigm. Australian and New Zealand Marketing Educators' Conference, Melbourne, Australia, 1-3 December, 1997. Melbourne: Australian and New Zealand Marketing Educators' Conference.
Hartel, Charmine E. J., McColl-Kennedy, Janet R. and McDonald, Lyn (1997). Incorporating attributional theory and the theory of reasoned action within an affective events theory framework to produce a contingency predictive model of consumer reactions to organizational mishaps. 25th Annual Conference of the Association for Consumer Research, Denver, CO, U.S.A., 16-19 October 1997. Duluth, MN, U.S.A.: Association for Consumer Research.
McColl-Kennedy, J. R., Fetter, R. and Dahringer, L. D. (1995). Revised personal involvement for services' proceedings. 7th Bi-annual World Marketing Congress of the Academy of Marketing Science, Melbourne, Australia, 6-10 July, 1995. Melbourne: Monash University.
Sookbang, N., Yau, O. H. M. and McColl-Kennedy, J. R. (1992). A model of the determinants of perceived service quality and satisfaction: A preliminary study. Academy of International Business, Southeast Asia Regional Conference (AIBSEAR), Brisbane, Australia, 21-24 June, 1992. Toowomba, Queensland: University of Southern Queensland Press.
McColl-Kennedy, Janet R., Dahringer, Lee D. and Yau, Oliver H. M. (1992). Consumer involvement in services: A process oriented model. Australasian Marketing Educators Conference, Perth, 4-6 February, 1992. Perth: Australasian Marketing Educators Conference.
Camden, D. and McColl-Kennedy, J. R. (1992). Travel patterns of the over 50s: Practical implications. E.S.O.M.A.R., Amsterdam, The Netherlands, 1992. Amsterdam Netherlands: ESOMAR.
McColl-Kennedy, J. R. and Winocur, S. (1991). Superannuation and women: An untapped marketing: Preliminary findings. Australasian Marketing Educators Conference, Adelaide, 6-8 February, 1991. Adelaide: University of South Australia.
Edwards, F. and McColl-Kennedy, J. R. (1990). Retailing and the mature consumer. Australasian Marketing Educators Conference (2nd : 1990 : South Australian Institute of Technology), Adelaide, Australia, 7-9 February, 1990. Adelaide: South Australian Institute of Technology.
Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1989). House structure, household social characteristics, applicance ownership and electricity consumption: Elderly Australian consumers. 2nd International Conference on Comparative Management, Kaohsiung, Taiwan, 4-6 June, 1989. Kaohsiung, Taiwan: International Conference on Comparative Management.
McColl-Kennedy, J. R., Yau, O. H. M. and Dahringer, L. D. (1989). Marketing of services to the mature consumers: An Australian and United States comparison, a preliminary model. Australian and New Zealand Academy of Management Conference, Auckland, New Zealand, 4-6 December, 1989. Auckland, New Zealand: Australian and New Zealand Academy of Management.
Yau, Oliver H. M. and McColl-Kennedy, Janet R. (1988). Consumer trends in Australia. Academy of International Business, Southeast Asia Regional Conference (AIBSEAR), Bangkok, Thailand, 23-25 June, 1988. Bangkok: Academy of International Business, Southeast Asia Regional Conference.
McColl-Kennedy, Janet R. and Yau, Oliver H. M. (1988). Causal modelling of household electricity consumption. Inaugural National Conference of Marketing Educators, Brisbane, Australia, 1-2 September, 1988. Brisbane, Australia: Griffith University, Nathan Campus.

Thesis

McColl-Kennedy, Janet Ruth (1986). Spatial and socio-economic variations in household electricity consumption among domestic consumers in Brisbane. PhD Thesis, School of Geography, Planning and Architecture, The University of Queensland.

Research Reports

Brea, Edgar, McColl-Kennedy, Janet, Hine, Damian and Derbyshire, Ellen (2023). Global Food and Beverage Trends Report: opportunities to unlock innovation in the Australian food and beverage sector. Brisbane, QLD Australia: The University of Queensland & Australia’s Food and Beverage Accelerator. doi: 10.14264/cc5c67a
Andreassen, Tor W., Archibald, Gordon, Beekhuyzen, Jenine, Bongiovanni, Ivano, Brea, Edgar, Breidbach, Christoph, Burchill, Keith, Burgers, Henri, Cao, Selina, Coote, Len, Coram, Brendan, Cunningham, Claire, Feast, George, Field, Mitch, Ford, Jerad, Fouche, Leon, Gain, Alexandria, Gooding, Glen, Goyeneche Ramirez, David, Green, Teegan, Gschwind, Daniel, Hall, Thomas, Hartley, Nicole, Heinz, Daniel, Hine, Damian, Indulska, Marta, Kapernick, Brett, Kastelle, Tim, Ko, Ryan ... Zhang, Wenlu (2023). Digital Service Transformation: Pathways to human and economic wellbeing: White paper. Brisbane, QLD, Australia: The University of Queensland. doi: 10.14264/aed4918