Janet McColl-Kennedy

Janet R. McColl-Kennedy is Professor of Marketing, UQ Business School, and Lead, Innovation Pathways Program, FaBA, Trailblazer Universities program, The University of Queensland, Brisbane, Australia. Multi-award winner Professor McColl-Kennedy is an Honorary Visiting Professor and Fellow, Cambridge Service Alliance, Institute for Manufacturing, Department of Engineering, University of Cambridge, UK. Janet embodies scholarly excellence. She is an elected Fellow of the prestigious Academy of the Social Sciences in Australia (ASSA) from 2022 for her distinguished contribution to social sciences. She is also a Distinguished Fellow of the Australian and New Zealand Marketing Academy (ANZMAC). Given her expertise in Service Innovation, Professor McColl-Kennedy is an appointed Ambassador for the International Society of Service Innovation Professionals (ISSIP). In 2024 Professor McColl-Kennedy was appointed to the Australian Research Council (ARC) College of Experts. In 2025 she was awarded the Christopher Lovelock Career Contributions to the Services Discipline Award. Professor McColl-Kennedy was recognised in the 'Highly Cited Researcher Awards for 2021', released by Clarivate™. In 2023 and 2024 she was ranked in the World's Best Business and Management Scientists by Research.com. Professor Janet McColl-Kennedy has made a significant research contribution to the discipline of Marketing, specifically in her research area of 'Services'. With over 240 publications, 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, the role of digital technology, AI, customer insights and choice preferences. 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 $93.7 million in competitive research grants, including 20 years of continuous funding from the prestigious Australian Research Council (ARC). She has a H index of 64 (Google scholar) 43 (Scopus) and over 23,183 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, 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, the Founding Co-Lead of the Service Innovation Alliance Research Hub from 2018-2025 and 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, University of New South Wales, Sydney, and 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. Her latest work focuses on measuring and managing customer experience (CX). Customer experience, consumer preferences, consumer choices, health services, service ecosystems, service failure & recovery, value co-creation, digital transformation

[2024] Mobile applications (apps) as service provider actors. 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) e13016. doi: 10.1111/ijcs.13016 [2023] How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?. 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 [2023] Cultivating resil