Regular biography
Professor Janet McColl-Kennedy is a Professor of Marketing at the UQ Business School, The University of Queensland. She leads the Innovation Pathways (FaBA) program and serves as Lead of the Service Innovation Alliance Research Hub. Her research focuses on customer experience management, digital technology, and healthcare services. Professor McColl-Kennedy has received numerous accolades, including Fellowships from the Academy of the Social Sciences in Australia and the Australian and New Zealand Marketing Academy. She has also been recognized as a Highly Cited Researcher and has held visiting professorships at several international institutions. Her work has appeared in leading journals such as the Journal of Service Research and Harvard Business Review.
Scholar-generated biography
Janet R. McColl-Kennedy is a Professor of Marketing at The University of Queensland and University of Cambridge, specializing in Service Research, Service Science, Customer Experience Management, Health Service, and Services Marketing. Her work explores how organizations can enhance customer value through co-creation practices, particularly in health care settings. She investigates the intersection of digital, physical, and social realms in shaping customer experiences and the role of leadership in service recovery. Her research also addresses the impact of fairness, justice, and emotional dynamics on customer satisfaction and brand loyalty. McColl-Kennedy's contributions focus on improving service quality and innovation in turbulent markets through strategic and customer-centric approaches.