Professor Janet McColl-Kennedy
Janet McColl-Kennedy
Professor of Marketing
  • FAMI (Australian Marketing Institute)
  • FANZMAC (Australian & New Zealand Marketing Academy)
  • PhD, Geography/Management (The University of Queensland)
  • BA (Hons 1st class), Geography (The University of Queensland)
Ph: 
+61 7 3346 8178
Room 403, Colin Clark Building, St. Lucia Campus

    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.

    Professor McColl-Kennedy was appointed a Visiting Fellow, St Edmund’s College, Cambridge, 2015-2016.

    Professor McColl-Kennedy has held several senior leadership positions in the UQ Business School, including Marketing 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 has a H index of 38 (Google scholar).

    Professor McColl-Kennedy has held Visiting Professorships at Indiana University, USA, Bocconi University Milan, Italy, the University of New South Wales, Sydney, and most recently at 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, California Management Review, Journal of Service Management, 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 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/.

    • 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.
    • Appointed as Academic Scholar, Cornell Institute for Healthy Futures, Cornell University, New York, USA, 2016 ongoing. See Annual Report https://blogs.cornell.edu/healthyfutures/files/2016/08/CIHF-1st-Annual-R...

    2017 GLOBAL SERVICE RESEARCH CONFERENCE CHAIR "Thought Leadership Conference: Theorizing Beyond the Horizon - Service Research in 2050", 2-5 November 2017, Brisbane.

    See the program at https://www.business.uq.edu.au/event/thought-leadership-conference

    RESEARCH AWARDS

    * 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 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 several international research teams

    *2016-2018 ARC Discovery 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), Assoc. Professor Len Coote, Professor Claire Wainwright, (UQ Medical School) Professor Scott Bell (UQ Medical School), Professor Michael Brady, Florida State University)

    *2015-2018 ARC Linkage 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), Professor Janet McColl-Kennedy, UQ, Professor Adrian Payne UNSW, Dr Rahul Govind UNSW)

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

    *2008-2010 ARC Discovery Project [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 Project [LP0775220] [$116,000] "Customer Co-production in Ongoing Health Service Delivery: A Longitudinal Study' (Professor Janet McColl-Kennedy UQ (Lead), 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 Project [DP0664410] [$240,000] "Customer Rage Spectrum Emotions in Service Failure Encounters: Linking Experience, Expression, Behaviour and Organisational Responses" Professor Janet McColl-Kennedy UQ (Lead), 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 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, Professor G. Soutar, University of Western Australia and Professor Janet McColl-Kennedy UQ).

    TEACHING

    Professor McColl-Kennedy brings a wealth of experience from over 25 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.

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

    Professor McColl-Kennedy has supervised 50 masters dissertations and 14 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.

    CONSULTING

    Professor McColl-Kennedy regularly consults to industry on the customer - employee interface, for example, developing and maintaining a customer service culture, customer experience management, dealing effectively with customer complaints, de-escalating customer rage and value co-creating, and in facilitating strategic plans. She has been invited keynote speaker on many industry conferences including for example, talks on the customer service imperative, customer experience management,customer rage and co-creating value. Details are available upon request.

    Research interests

    Customer Rage
    This ARC funded research led by Professor Janet McColl-Kennedy involves several studies, including the first empirical study of customer rage. Key findings from this important study involving 4 countries US, Australia, China and Thailand, are published in the Journal of Retailing (2009). Key managerial implications are published in California Management Review (2009). Several papers are currently in review. Collaborators: Professor Paul Patterson (UNSW), Professor Mike Brady (Florida State), Dr Jiraporn Surachartkumtonkun (graduated PhD student).
    Customer Service and Service recovery
    This theme includes (1) Effective Customer Complaints Handling (Collaborators: Professor Bev Sparks (Griffith University) and Dr Doan Nguyen) and (2) Opportunistic Customer Claiming Behaviour with Professor Jochen Wirtz (National University of Singapore). Findings on effective service recovery are published in the Journal of Service Research and Journal of Business Research (2011). Key findings on 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) are published in the Journal of the Academy of Marketing Science (2010).
    Customer Value Cocreation
    This ARC funded project led by Professor Janet McColl-Kennedy involves several linked studies. The first of the series published in Journal of Service Research in 2012 is one of the first empirical studies of customer value cocreation. Collaborators: Professor Steve Vargo (Hawaii), Professor Jill Sweeney (UWA), Associate Professor Tracey Dagger (Monash), Lily Cheung (current UQ PhD student). A spin off from this work is a joint project with Professor Andrea Ordanini Bocconi University, Milan, Italy and another study on market design with Professor Kaj Storbacka (University of Auckland) and Anthony Davidson (UQ). Several papers are in review.
    Professional Service Firms
    This work involves two sub themes (1) pro bono work (current ARC grant) and (2) service innovation (completed ARC grant). Several papers have been published from this research stream in the Journal of Business Research, and Industrial Marketing Management, with others in review. Collaborators: Professor Paul Patterson (UNSW), Professor Mike Brady (Florida State), Professor Jill Sweeney (UWA), Professor Geoffrey Soutar (UWA), Associate Professor Jay Weerawardena (UQ) and (now graduated UQ PhD students) Dr Sue Hogan and Dr Sandeep Salunke.

    Publications

    View full publications list

    Memberships

    • Associate Editor, Australasian Marketing Journal (January 2009-January 2011)
    • American Marketing Association (Professional Member) (International Association)
    • Fellow, Australian Marketing Institute (AMI)
    • Fellow, Australia & New Zealand Marketing Academy
    • 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)

    Distinctions

    2011 Distinguished membership of the Academy – admitted as Fellow of the Australian and New Zealand Marketing Academy (ANZMAC)
    2011 UQ Business School Corporate Education Award
    Commonwealth Scholarship PhD (1981-1983) The University of Queensland
    AWARDS for research
    March 2013 - Short listed (in the top five best papers) for the best 2012 article in Journal of Service Research.
    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".
    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, McColl-Kennedy, Sparks, Jimmieson, and Zapf 2010)
    2010 Honorable mention - Short listed for best Services article published in 2009 by AMA SERVSIG (McColl-Kennedy et al. 2009 'Customer rage episodes: Emotions, expressions, and behaviors', published in Journal of Retailing)
    2010 Awarded best paper in AMJ (Tombs and McColl-Kennedy 2010)
    Best paper award 2009 EIASM Naples Forum on Service, Capri Italy (McColl-Kennedy et al 2009)
    Best paper award 2008 ANZMAC conference (McColl-Kennedy and Patterson 2008)
    Invited Co-Chair 2006 AMA Frontiers in Service Research Conference with Professor Roland Rust
    Best paper award European Marketing Conference (EMAC) 2003
    Best paper award AMA SERVSIG Conference 2001>

    Major research grants

    Title Agency Year Amount
    Modelling Multidimensional Multiparty Decisions to Improve Outcomes. ARC Discovery Projects 2016-2018 $330,000
    Examining the effectiveness of co-creation practices on health outcomes (with Professor Penelope Frow, Uni of Sydney; Dr Adrian Payne, Rahul Govind,UNSW; Ms Kae Martin & Dr David Panter, SA Dept of Health) ARC Linkage 2015-2018 $97,350
    Pilot Project - Examination of the Effectiveness of Patient Centred Practices on Health Outcomes (with Professor Penelope Frow, University of Sydney) University of Sydney 2014-2015 $5,500
    Pro bono service: drivers, delight, dark side and downside for the professional (with Professor Paul G. Patterson, Dr Michael K. Brady and Dr Doan Nguyen). ARC Discovery Grant 2011-2014 $350,000
    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 2008-2010 $222,000
    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 2007-2012 $116,000
    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 2006-2008 $240,000
    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). News Release: 'Marketing still a dirty word to many professional service firms' '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 2004-2006 $210,000