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Janet McColl-Kennedy

Professor Janet MCCOLL-KENNEDY

Contact

Telephone +61 7 3346 8178
Facsimile +61 7 3346 8166
Email j.mccoll-kennedy@business.uq.edu.au
Location 39-540

Positions Held

Professor of Marketing and Research Director

Academic Qualifications

Degree Institution Field Year
PhD The University of Queensland Geography/Management 1986
BA (Hons 1st class) The University of Queensland Geography 1980

Memberships

  • Associate Editor, Australasian Marketing Journal
  • American Marketing Association (Professional Member) (International Association)
  • Fellow, Australian Marketing Institute
  • Australian and New Zealand Marketing Academy (International)
  • Editorial Board, Australasian Marketing Journal (1999- present)
  • Editorial Board, Journal of Service Research (2007- present)
  • Guest Editor, Special Issue, Journal of Business Research (2001)
  • Guest Editor, Special Issue, Australasian Marketing Journal (2003)

Major Research Grants

Year Title of Grant Granting Agency Amount
2008-2010 'Balancing the needs of customers and employees following service failure: A dyadic psychosocial approach' (with Graham Bradley and Bev Sparks, Griffith University; Nerina Jimmieson, University of Queensland; and Dieter Zapf , Frankfurt University - Service Delivery Project ARC Discovery Grant 222,000
2007-2009 'Customer Co-production in Ongoing Health Service Delivery: A Longitudinal Study' (with Tracey Dagger, University of Queensland, Jill Sweeney, University of Western Australia, Bev Mirolo and Maryanne Hargraves, Haematology and Oncology Clinics of Australasia Pty Ltd). ARC Linkage Project 116,000
2006-2008 'Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses' (with P.G. Patterson, University of New South Wales, and A.K. Smith George Washington University, USA). 'Shopping Mad', ragtrader, 23 March 2007 ARC Discovery Grant 240,000
2004-2006 'The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context' (with J. Sweeney and G. Soutar, University of Western Australia). 'Marketing still a dirty word to many professionals' 'Professional Service Firms are Relationship Marketers: But does size matter?' (in press Australasian Marketing Journal). 'Professional Service Firms are Relationship Marketers: But does size matter?' ARC Discovery Grant 210,000

Field of Current Research

Title of Research Area Brief Description
Customer service and service recovery Effective Customer Complaints Handling - This joint project with Professor Bev Sparks (Griffith University) and Associate Professor Amy Smith (The George Washington University) investigates the relative effectiveness of service recovery.
Customer Rage a joint project with Associate Professor Amy Smith and Professor Paul Patterson (University of New South Wales) measures customer rage spectrum emotions as triggered by service failure encounters and determines how customers express these emotions and how these map on to behaviours towards organisations.
Aggressive Customer Claiming Behaviour - This project with Associate Professor Jochen Wirtz (National University of Singapore) explores the relative impact of distributive, interactional and procedural justice on aggressive customer claiming behaviour and the relationships between claiming behaviour and post recovery satisfaction and behaviours (repurchase intention and negative word of mouth).
Impact of customer-focused business strategies on organisational performance in a professional service context This Australian Research Council (ARC) funded project with Professor Geoff Soutar and Associate Professor Jill Sweeney University of Western Australia seeks to determine whether organisations focus on customer-focused concepts such as value when developing strategy and the impact of these strategies on organisational performance.
Interface between the service provider, their manager and their customers (leadership, emotions and work effort) This joint project with Professor Ron Anderson (Indiana University, USA) investigates how sales representatives perceive their managers and their customers. We have focused particularly on perceived leadership style, work effort, performance and emotions.

Publications

Books

  • McColl-Kennedy, J.R (ed) (2003), Services Marketing: A Managerial Approach, John Wiley and Sons, Brisbane, 604pp (ISBN 0470800682)
  • McColl-Kennedy, J.R. and G.C. Kiel (2000), Marketing: A Strategic Approach, Nelson Thomson Learning, South Melbourne, VIC, 926pp. (ISBN 0 17 009116 3)
  • McColl-Kennedy, J.R., G. Kiel, R.F. Lusch, and V.N. Lusch (1994), Marketing: Concepts and Strategies, Second Edition, Nelson, Melbourne, 877pp. (ISBN 0 17 008890 1)
  • McColl-Kennedy, J.R., G. Kiel, R.F. Lusch and V.N. Lusch (1992), Marketing: Concepts and Strategies, Nelson, Melbourne, 712pp. (ISBN 0 17 007740 3)
  • McColl-Kennedy, J.R., O.H.M. Yau and E.R.F. Hardman (eds). (1990), Australian Marketing: A Casebook, Harper and Row, Sydney, 354pp. (ISBN 0 06 312116 6)

Book Chapters

  • McColl-Kennedy, J. R. and A. K. Smith (2006), 'Customer Emotions in Service Failure and Recovery Encounters' in Zerbe, W., N.Ashkanasy and C. Hartel (eds.) Research on Emotions in Organizations Volume 2: "Individual and Organizational Perspectives on Emotion Management and Display, JAAI/Elsevier Research, pp.243-275.
  • McColl-Kennedy, J.R., S. Rundle-Thiele and S. Ward (2006), 'Australia', in A. Pecotich and C.J. Shultz II (eds.), Handbook of Markets and Economies: East and South-East Asia, Australia and New Zealand, M.E. Sharpe, pp.25-62. (ISBN 007470480X)
  • McColl-Kennedy, J.R. (2003), 'Introduction to Services', in J.R. McColl-Kennedy (ed), Services Marketing: A Managerial Approach, John Wiley and Sons, Brisbane, pp.2-22- (ISBN 0470800682)
  • McColl-Kennedy, J.R. (2003), 'Service Recovery', in J.R. McColl-Kennedy (ed), Services Marketing: A Managerial Approach, John Wiley and Sons, Brisbane, pp.330- 355 (ISBN 0470800682)
  • McColl-Kennedy, J.R. (1998), 'Australia: Changing Consumer Behaviour', in A. Pecotich and C.J. Shultz II (eds.), Marketing and Consumer Behavior in East and South- East Asia, McGraw-Hill, Sydney, pp.25-62. (ISBN 0 07 470480 X)
  • Dahringer, L.D., C.D. Frame, O. Yau and J.R. McColl-Kennedy (1994), Consumer Involvement in Services: An International Evaluation, in S. S. Hassan and E. Kaynak (eds.), Globalization of Consumer Markets: Structures and Strategies, International Business Press, pp.143-156. (ISBN 1 56 024429 1)
  • Camden, D. and J.R. McColl-Kennedy (1992), 'Travel Patterns of the Over 50s: Practical Implications', in E.S.O.M.A.R. Papers on the Over 50s in the 90s: Factors for Successful Marketing of Products and Services, E.S.O.M.A.R., Amsterdam, The Netherlands, pp.105-24.

Published Refereed Journal Articles

  • Wirtz, Jochen and Janet R. McColl-Kennedy, (2010) "Opportunistic Customer Claiming During Service Recovery" Journal of the Academy of Marketing Science, in press.
  • Amonini, C., McColl-Kennedy, J. R., Soutar, G. N. and Sweeney, J. C. (2010) "How Professional Service Firms Compete in the Market", Journal of Marketing Management, accepted in press.
  • Patterson, Paul. G., Janet R. McColl-Kennedy, Amy K. Smith and Zhi Lu (2009), "Customer Rage: Triggers, Tipping Points and Take-Outs", California Management Review, in press.
  • McColl-Kennedy, J. R., Patterson, P. G., Smith, A. K. and Brady, M. (2009), "Customer Rage Episodes: Emotions, Expressions and Behaviors", Journal of Retailing, 85, 2, 222-237.
  • Butcher, K., Sparks, B. A. and McColl-Kennedy, J. R. (2009). "Predictors of Customer Service Training in Hospitality Firms" International Journal of Hospitality Management, 28, 3, 389-396.
  • McColl-Kennedy, Janet R. (2008), "Strategies for Developing National and International Research Collaborations: Some Personal Reflections", Australasian Marketing Journal, 16, 2, 84-87.
  • Danaher, P., D.Conroy and J.R. McColl-Kennedy (2008), "Who wants a relationship anyway?:Conditions when consumers expect a relationship with their service provider", Journal of Service Research, 11, 1, 43-62.
  • McColl-Kennedy, J.R., J.C. Sweeney, G.N. Soutar and C. Amonini (2008), 'Professional service firms are relationship marketers: But does size matter?', Australasian Marketing Journal, 16, 1, 30-47.
  • Russell-Bennett, Rebekah and McColl-Kennedy, Janet R. and Coote, Leonard V. (2007) Involvement, satisfaction, and brand loyalty in a small business services setting . Journal of Business Research 60(12):pp. 1253-1260.
  • McColl-Kennedy, J. R. and R. D. Anderson (2005), 'Subordinate-Manager Gender Combination and Perceived Leadership Style Influence on Emotions, Self Esteem and Organizational Commitment', Journal of Business Research, 58, 2, pp.115-125.
  • Bennett, R., C.E.J., Hartel, and J.R., McColl-Kennedy (2005), 'Experience as a Moderator of Involvement and Satisfaction on Brand Loyalty in a Business-to-Business Setting', Industrial Marketing Management, 34, pp.97-107.
  • Mort, G.S., J.R. McColl-Kennedy, G. Kiel, G. Soutar (2004), 'Australian and New Zealand Senior Academics' Perceptions of Marketing Journals', Australasian Marketing Journal, 12, 2, pp.51-60.
  • Tombs, A.G. and J.R. McColl-Kennedy (2003), "The Social-Servicescpe: A Conceptual Model", Marketing Theory, 3, 4, pp.447-475.
  • McColl-Kennedy, J. R., C. S. Daus and B. A. Sparks (2003) 'The Role of Gender in Reactions to Service Failure and Recovery', Journal of Service Research, 6, 1, 66-82.
  • McColl-Kennedy, J.R. and B. Sparks (2003), 'Application of Fairness Theory to Service Failure and Service Recovery', Journal of Service Research, 5, 3 (February), pp.251-266.
  • Nguyen, D.T. and J.R. McColl-Kennedy (2003), 'Diffusing Customer Anger During Service Recovery', Special Issue: Emerging Issues in Services Marketing: emotions, e-marketing and encounters, Australasian Marketing Journal, 11,2,46-55.
  • Drennan, J. and J.R. McColl-Kennedy (2003), '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. and R.D Anderson (2002), 'Impact of Leadership Style and Emotions on Subordinate Performance', The Leadership Quarterly (Special Issue on Leadership Style and Emotions), 13, 5 (October), 545-559.
  • Weerawardena J. and J.R. McColl-Kennedy (2002), 'New Service Development and Competitive Advantage: A Conceptual Model and Research Propositions', Australasian Marketing Journal, 10, 1, pp.13-23.
  • Sparks, B.A. and J.R. McColl-Kennedy (2001), 'Service Recovery Process: Justice Strategy Options for Increased Customer Satisfaction', Journal of Business Research, 54, pp.209-218.
  • McColl-Kennedy, J.R. and R.E. Fetter (2001), 'An Empirical Examination of the Involvement to External Search Relationship in Services Marketing', Journal of Services Marketing, 15, 2, pp.82-98.
  • McColl-Kennedy, J.R. and S.J. Dann (2000), 'Success: What Do Women and Men Really Think It Means?', Asia Pacific Journal of Human Resources, 38, 3, pp.29-45.
  • McColl-Kennedy, J.R. and U. Schneider (2000), 'Measuring Customer Satisfaction: Why, What and How?' Total Quality Management, 11, 7, pp.883-896.
  • Hodkinson, C., G.C. Kiel and J.R. McColl-Kennedy (2000), 'Consumer Web Search Behaviour: Diagrammatic Illustration of Wayfinding on the Web', International Journal of Human-Computer Studies, 52, pp.805-830.
  • McColl-Kennedy, J.R. and R.E. Fetter (1999), 'Consumer Involvement Differences Between Professional Services and Non-Professional Services', Journal of Professional Services Marketing, 19, 2, pp.93-106.
  • McColl-Kennedy, J.R. and R.E. Fetter (1999), 'Dimensions of Consumer Search Behavior in Services', Journal of Services Marketing, 13, 2, pp.242-263.
  • Summers, J. and J.R. McColl-Kennedy (1998), 'Australia as a Holiday Destination: Young Americans' vs Young Chinese Malaysians' Decision Making', Journal of Hospitality and Leisure Marketing, 5, 4, pp.33-55.
  • Härtel, C. E. J., J.R. McColl-Kennedy and L. McDonald (1998) 'Integrating Attributional Theory with the Theory of Reasoned Action to Produce a Contingency Predictive Model of Consumer Reactions to Organizational Mishaps', Advances in Consumer Research, 25, pp.428-432.
  • Sparks, B. A. and J.R. McColl-Kennedy (1998), 'The Application of Procedural Justice Principles to Service Recovery Attempts: Outcomes for Customer Satisfaction', Advances in Consumer Research, 25, pp.156-161.
  • McColl-Kennedy, J.R. and T. White (1997), 'Service Provider Training Programs at Odds with Customer Requirements in Five Star Hotels', Journal of Services Marketing, 11, 3, pp.249-264.
  • McColl-Kennedy, J.R., G. Kiel and S.J. Dann (1993), 'Money or Motivation?: Compensating the Salesforce', Marketing Intelligence and Planning, 11, 1, pp.13-19.
  • McColl-Kennedy, J.R., L.D. Dahringer and O.H.M. Yau (1992), 'Energy Consumption Patterns of Mature Australian Consumers', Journal of International Consumer Marketing, 4, 3, pp.35-61.
  • Dahringer, L.D., C.D. Frame, O.H.M. Yau and J.R. McColl-Kennedy (1991), 'Consumer Involvement in Services: An International Evaluation', Journal of International Consumer Marketing. 3, 2, pp.61-78.
  • McColl-Kennedy, J.R., O.H.M. Yau and G.C. Kiel (1990), 'Marketing Planning Practices in Australia: A Comparison Across Company Types', Marketing Intelligence and Planning, 8, 4, pp.21-29.
  • McColl-Kennedy, J.R. and S.J. Dann (1989), 'Electricity Tariffs: Social Policy Implications', Australian Journal of Public Administration 48, 3, pp.285-90

Distinctions

  • Best paper award 2009 EIASM Naples Forum on Service, Capri Italy
  • Best paper award 2008 ANZMAC conference
  • Invited Co-Chair 2006 AMA Frontiers in Service Research Conference with Professor Roland Rust
  • Best paper award European Marketing Conference 2003
  • Best paper award AMA SERVSIG Conference 2001
  • Commonwealth Scholarship PhD (1981-1983) University of Queensland

Research Interests

  • Customer Service Research

Academic Cluster

Marketing

Personal Web Page

http://www.business.uq.edu.au/display/teach/Professor+Janet+McColl-Kennedy
UQ Business School earns re-accreditation from the European Foundation for Management Development. Read more
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