Janet R. McColl-Kennedy
Personal Homepage:
www.business.uq.edu.au/display/teach/Janet+McColl-Kennedy
Current place of employment:
UQ Business School. University of Queensland, Australia
Janet R. McColl-Kennedy (BA Hons-first class, PhD), Professor of Marketing at UQ Business School University of Queensland, is a leading services marketing academic in Australia of international standing, internationally recognised specifically for her work in (1) service recovery, and (2) the interface between the service provider, manager and their customers. She is published in the top journals in her field including among others Journal of Service Research, Journal of Business Research, The Leadership Quarterly, and Industrial Marketing Management.
Janet is a member of the editorial review board of the top marketing journal in the Asia-Pacific region, Australasian Marketing Journal, and reviews for several international journals and conferences in marketing. Janet chaired the first two International Services Marketing Conferences, in 1999 and 2002, and is a Fellow of the Australian Marketing Institute. She has supervised over 50 MBA research reports and supervised to successful completion seven PhDs and two first-class honours students. She has over 20 years experience in teaching undergraduates, postgraduates and executives in Australia and overseas. Her main teaching areas are marketing, services marketing and consumer behaviour, and she won the UQ School of Management Teaching Excellence Award in 2001.
Professor Janet McColl-Kennedy is co-chair of AMA Frontiers in Service 2006 Conference with Professor Roland Rust.
Her latest book is McColl-Kennedy, J.R. (ed.) (2003), Services Marketing: A Managerial Approach, Wiley & Sons. (ISBN 0 470 80068 2) http://www.johnwiley.com.au/highered/services/
Publications by Janet R. McColl-Kennedy (bibliography)
» 2008 «
Danaher, Peter, Conroy, Denise and McColl-Kennedy, Janet R. (2008): Who Wants a Relationship Anyway? Conditions When Consumers Expect a Relaionship With Their Service Provider. In Journal of Service Research, (0)
» 2006 «
McColl-Kennedy, Janet R., Rundle-Thiele, Sharyn and Ward, Steven Cornish (2006): Australia: Changing Consumer Behaviour and Marketing. In: Pecotich, Anthony C. and Schultz, Clifford J. "Handbook of Markets and Economies: East and Southeast Asia, Australia and New Zealand". M. E. Sharpe, Inc pp. 23-46
McColl-Kennedy, Janet R. and Smith, Amy K. (2006): Customer Emotions in Service Failure and Recovery Encounters. In: Ashkanasy, Neal, Zerbe, Wilfred and Härtel, Charmine "Individual and organizational perspectives on emotion management and display". Elsevier JAI pp. 243-275
» 2005 «
McColl-Kennedy, Janet R. and Anderson, Ronald D. (2005): Subordinate-Manager Gender Combination and Perceived Leadership Style Influence on Emotions, Self Esteem and Organizational Commitment. In Journal of Business Research, 58 (2) pp. 115-125
» 2004 «
Bennett, Rebekah, Härtel, Charmine E.J. and McColl-Kennedy, Janet R. (2004): Experience as a Moderator of Involvement and Satisfaction on Brand Loyalty in a Business-to-Business Setting. In Industrial Marketing Management, 34 (1) pp. 97-107
» 2003 «
Tombs, Alastair and McColl-Kennedy, Janet R. (2003): The Social-Servicescape: A Conceptual Model. In Marketing Theory, 3 (4) pp. 447-475
McColl-Kennedy, Janet R. and Sparks, Beverley A. (2003): Application of Fairness Theory to Service Failure and Service Recovery. In Journal of Service Research, 5 (3) pp. 251-266
McColl-Kennedy, Janet R., Daus, Catherine S. and Sparks, Beverley A. (2003): The Role of Gender in Reactions to Service Failure and Recovery. In Journal of Service Research, 6 (1) pp. 66-82
McColl-Kennedy, Janet R. (ed.) (2003): Services Marketing: A Managerial Approach. Brisbane, John Wiley and Sons
View publication info on Amazon.com or .co.uk 
McColl-Kennedy, Janet R. (2003): Service Recovery. In: McColl-Kennedy, Janet R. "Services Marketing: A Managerial Approach". John Wiley and Sons pp. 330- 355
» 2002 «
McColl-Kennedy, Janet R. and Anderson, Ronald D. (2002): Impact of Leadership Style and Emotions on Subordinate Performance. In The Leadership Quarterly, 13 (5) pp. 545-559
» 2001 «
McColl-Kennedy, Janet R. and Fetter, Richard E. (2001): An Empirical Examination of the Involvement to External Search Relationship in Services Marketing. In Journal of Services Marketing, 15 (2) pp. 82 - 98
Sparks, Beverley A. and McColl-Kennedy, Janet R. (2001): Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting. In Journal of Business Research, 54 (3) pp. 209-218
» 2000 «
Hodkinson, Chris, Kiel, Geoffrey and McColl-Kennedy, Janet R. (2000): Consumer Web Search Behaviour: Diagrammatic Illustration of Wayfinding on the Web. In International Journal of Human-Computer Studies, 52 (5) pp. 805-830
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