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Professor Janet McColl-Kennedy


Janet R. McColl-Kennedy is Professor of Marketing at the UQ Business School, The University of Queensland, Brisbane, Australia.  She was appointed full Professor in 2002. She a Visiting Professor at the University of Cambridge, UK, ongoing and a Fellow of St Edmund’s College, Cambridge.

Professor McColl-Kennedy has held several senior leadership positions in the UQ Business School, including Marketing Discipline Head/Cluster Leader for 7 years from to 1999 to 2005, and Research Director of the UQ Business School from January 2006 to June 2008 and April 2009 to January 2010.

Professor Janet McColl-Kennedy has made a significant research contribution to the discipline of Marketing, specifically in her research area of “Services”. Professor McColl-Kennedy is one of the leading marketing academics in Australia, and internationally recognised as a leading researcher in Service Science. Her research interests focus on customer experience management and include service recovery, customer complaining behaviour, customer rage and customer value co-creation.  She has particular expertise in health care and the professions.

Janet leads several international research teams, obtaining over $2.5 million in competitive research grants including eight prestigious Australian Research Council (ARC) grants. She currently has a H index of 33 (Google scholar).

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

Professor McColl-Kennedy’s work consistently appears in prestigious journals in her field including Journal of Retailing, Journal of the Academy of Marketing Science, Leadership Quarterly, Journal of Service Research, Journal of Service Management, California Management Review, Journal of Business Research, Psychology and 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, in alliance with BAE Systems, IBM, Caterpillar, GEA, Pearson and Zoetis, the 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.

Further she has been appointed to the following advisory boards:

  • 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 ongoing.

Professor McColl-Kennedy reviews for several international journals and is on the Editorial Board of the Journal of Service Research and Service Science.

She was Guest Editor, "Health Care in Service Science" Special Issue of the Australasian Marketing Journal (AMJ) 2014.


  • Marketing
  • Service Experience

Key Publications

Her major refereed journal articles in the last 10 years include:

McColl-Kennedy, Janet. R., Hannah Snyder, Mattias Elg, Lars Witell, Anu Helkkula, Suellen J. Hogan and Laurel Anderson (2017), "The Changing Role of the Health Care Customer: Review, Synthesis and Research Agenda", Journal of Service Management, accepted in press 17 August 2016. A

McColl-Kennedy, J.R., S.J. Hogan, L. Witell and H. Snyder (2017), “Cocreative Customer Practices: Effects of Health Care Customer Value Cocreation Practices on Well-being”, Journal of Business Research, 70, 1, pp. 55-66. A

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. A* 

Frow, P., McColl-Kennedy, J.R. and Payne, A.F.T. (2016), “Co-creation Practices: Their

Role in Shaping a Service Ecosystem”, (Special Issue: ‘Theory and Practice of Value Co-Creation in B2B Systems’), Industrial Marketing Management, 56, July, pp. 24-39. A*

Andreassen, T.W., P. Kristensson, L. Lervik-Olsen, A. Parasuraman, J.R. McColl-Kennedy, B. Edvardsson, and M. Colucio, (2016) “Linking Service Design to Value Creation in Service Research,” Journal of Service Management, Special Issue “Enhancing Theory Development” 27,1, pp. 21-29. A

McColl-Kennedy, J.R., Gustafsson, A., E. Jaakkola, P. Klaus, Z. Radnor, H. Perks, M. Friman (2015), “Fresh Perspectives on Customer Experience", Special Issue of Journal of Services Marketing, 29,6/7, pp. 430-435. A

Gustafsson, A., Aksoy, L., Brady, M.K., McColl-Kennedy, J.R., Sirianni, N.J.,  Witell, L.,  Wünderlich, V. N. (2015), “Conducting Service Research that Matters”, Journal of Services Marketing, 29, 6/7, pp. 425-429. A

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. A

Cheung, L. and J.R. McColl-Kennedy (2015), “Resource Integration in Liminal Periods: Transitioning to Transformative Service", Special issue of the Journal of Services Marketing, 29, 6/7, pp. 485- 497.       

Ford, Robert C and McColl-Kennedy, Janet R (2015), “Organizational strategies for filling the customer can-do/must-do gap”, Business Horizons, 58 459-468.   

Sweeney, J.C., Danaher, T.S. and McColl-Kennedy, J.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. A*

McColl-Kennedy, J.R., L. Cheung and E. Ferrier (2015), “Co-creating Service Experience Practices” Journal of Service Management, 26 (2): 249-275. A

Surachartkumtonkun, J., McColl-Kennedy, J.R. and Patterson, P.G. (2015), “Unpacking Customer Rage Elicitation: A Dynamic Model”, Journal of Service Research, 18 (2): 177-192.  A*

Frow, P., McColl-Kennedy, J.R., Hilton, T., Davidson A., Payne A. and Brozovic D. (2014), “Value propositions: A service ecosystem perspective”, Marketing Theory, 14(3): 327–351. A

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, 25 2: 253-274. A

Dagger, T., P. Danaher, J. Sweeney and J.R. McColl-Kennedy (2013), “Selective Halo Effects Arising From Improving the Interpersonal Skills of Frontline Employees”, Journal of Service Research, 16, 4: 488-502. A*

Surachartkumtonkun, J., P. G. Patterson and J. R. McColl-Kennedy (2013), “Customer Rage Back-story: Linking needs-based cognitive appraisal to service failure type”, Journal of Retailing, 89, 1: 72-87. A*

Tombs, A. and J.R. McColl-Kennedy (2013), “Third Party Customers Infecting Other Customers for Better or for Worse”, Psychology and Marketing, 30, 3: 277-292. A

Bradley, G.L., Sparks, B. A., Zapf, D., McColl-Kennedy, J.R. and Jimmieson, N. L. (2013), “Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors”, Psychology and Marketing, 30 6: 512-528. A

McColl-Kennedy, J.R., S. L. Vargo, T.S. Dagger, J.C. Sweeney and Y. van Kasteren (2012), “Health care customer value cocreation practice styles”, Journal of Service Research, 15, 4: 370-389 – the lead article in the November issue of the journal. A*

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. A

Nguyen, D.T., J.R. McColl-Kennedy and T.S. Dagger (2012), “Matching Service Recovery Solutions to Customer Recovery Preferences”, European Journal of Marketing, 46, 9: 1171-1194. A*

Hogan, S., G. Soutar, J. R. McColl-Kennedy, J. Sweeney (2012), “Reconceptualizing Professional Service Firm Innovation Capabilities: Scale Development”, Industrial Marketing Management, 40, 1264-1273. A*

Salunke, S., J. Weerawardena and J. R. McColl-Kennedy (2012), “Innovation-based competitive advantage model for project-oriented service firms”, Industrial Marketing Management, 40, 1251-1263. A*

McColl-Kennedy, J. R., Sparks, B.A. and Nguyen, D.T. (2011), “Balancing Customer’s Angry Voice: Targeting Employees or Organization”, Journal of Business Research, 64, 7: 707-713. A

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. A

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. A*

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. B

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. A

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. A*

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. Lead article in issue. A

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.

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. A

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. A*

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. B

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. A

McColl-Kennedy, Janet R. and Amy K Smith (2006), “Customer emotions in service failure and recovery encounters”, Research on Emotion in Organizations 2, 237-268. 

She has written 4 books.

Searching eSpace ...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. Edited by C. Cooper, T. De Lacy and L. Jago 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., 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.

She has written 6 book chapters.

 Geoffrey N., Jillian C. Sweeney and Janet R. McColl-Kennedy (2015), "Best-Worst Scaling: An Alternative to Ratings Data", (Chapter 9), in J.J. Louviere, T.N. Flynn and A.A. J. Marley (eds.), Best -Worst Scaling: Theory, Methods and Practices, Cambridge University  Press, Cambridge, UK.  (ISBN: 9781107043152)

  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. In Wilfred J. Zerbe, Charmine E. J. Härtel and Neal M. Ashkanasy (Ed.), Emotions and Organizational Dynamism (pp. 221-258) Bingley UK: Emerald Group Publishing Limited. 

  McColl-Kennedy, J. R., Rundle-Thiele, S. and Ward, S. (2006). Australia: Changing consumer behavior and marketing. In A. Pecotich and C. J. Schultz II (Ed.), Handbook of Markets and Economies: East Asia, South-East Asia, Australia, New Zealand (pp. 23-46) Armonk, New York: M. E. Sharpe. 

  McColl-Kennedy, Janet R. and Smith, Amy K. (2006). Customer emotions in service failure and recovery encounters. In W. J. Zerbe, N. M. Askanasy and C. E. J. Hartel (Ed.), Individual and Organizational Perspectives on Emotion Management and Display (pp. 243-275) Amsterdam ; San Diego, CA: Elsevier JAI.

McColl-Kennedy, J. R. (2003). Introduction to services. In J. R. McColl-Kennedy (Ed.), Services marketing: A managerial approach 1st ed. (pp. 2-22) Brisbane, Australia: John Wiley & Sons.

McColl-Kennedy, J. R. (2003). Service Recovery. In J. R. McColl-Kennedy (Ed.), Services marketing: A managerial approach 1st ed. (pp. 330-356) Brisbane, Australia: John Wiley & Sons.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.


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'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

May 13, 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

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What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.

Understanding business models in the construction sector

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What’s standing in the way of offsite manufacturing? For decades, the construction sector has been hailing it as the next big thing but we have yet to see it really taking off. Why is that, when the technologies and processes already exist? Dr Zakaria Dakhli believes it is due to a fundamental incompatibility between business models and it is only when this has been fully understood that the long-awaited transformation can take place.

A machine learning approach to quality control

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Most of the products we take for granted contain huge numbers of components assembled in multiple stages by different manufacturers. Quality control is vital throughout the assembly process with rigorous testing required at every step.

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