Janet R. McColl-Kennedy

Personal Homepage
UQ Business School. University of Queensland, Australia (http://www.business.uq.edu.au)

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 Journal of Retailing, Journal of Service Research, Journal of Business Research, The Leadership Quarterly, and Industrial Marketing Management.

Janet is Associate Editor of the top marketing journal in the Asia-Pacific region, Australasian Marketing Journal, and reviews for several international journals and conferences in marketing. She is on the editorial board of the Journal of Service Research, 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/

Publication Statistics

Publication period start
Publication period end
Number of co-authors

Number of publications with favourite co-authors

Productive Colleagues
Most productive colleagues in number of publications


McColl-Kennedy, Janet R., Patterson, Paul G., Smith, Amy K., Brady, Michael K. (2009): Customer Rage Episodes: Emotions, Expressions and Behaviors. In Journal of Retailing, 85 (2) pp. 222-237.

Danaher, Peter, Conroy, Denise, McColl-Kennedy, Janet R. (2008): Who Wants a Relationship Anyway? Conditions When Consumers Expect a Relaionship With Their. In Journal of Service Research, 0 (0) pp. .

McColl-Kennedy, Janet R., Anderson, Ronald D. (2005): Subordinate-Manager Gender Combination and Perceived Leadership Style Influence on Emotion. In Journal of Business Research, 58 (2) pp. 115-125.

Bennett, Rebekah, Härtel, Charmine E.J., McColl-Kennedy, Janet R. (2004): Experience as a Moderator of Involvement and Satisfaction on Brand Loyalty in a Business-t. In Industrial Marketing Management, 34 (1) pp. 97-107.

Tombs, Alastair, McColl-Kennedy, Janet R. (2003): The Social-Servicescape: A Conceptual Model. In Marketing Theory, 3 (4) pp. 447-475.

McColl-Kennedy, Janet R., 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., 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., Anderson, Ronald D. (2002): Impact of Leadership Style and Emotions on Subordinate Performance. In The Leadership Quarterly, 13 (5) pp. 545-559.

McColl-Kennedy, Janet R., Fetter, Richard E. (2001): An Empirical Examination of the Involvement to External Search Relationship in Services Ma. In Journal of Services Marketing, 15 (2) pp. 82 - 98. http://www.emeraldinsight.com/10.1108/08876040110381337

Sparks, Beverley A., McColl-Kennedy, Janet R. (2001): Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Settin. In Journal of Business Research, 54 (3) pp. 209-218.

Hodkinson, Chris, Kiel, Geoffrey, 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.

McColl-Kennedy, Janet R., Rundle-Thiele, Sharyn, Ward, Steven Cornish (2006): Australia: Changing Consumer Behaviour and Marketing. In: "Handbook of Markets and Economies: East and Southeast Asia, Australia and New Zealand" M. E. Sharpe, Inc .

McColl-Kennedy, Janet R., Smith, Amy K. (2006): Customer Emotions in Service Failure and Recovery Encounters. In: "Individual and organizational perspectives on emotion management and display" Elsevier JAI .

McColl-Kennedy, Janet R. (2003): Services Marketing: A Managerial Approach, McColl-Kennedy, Janet R. (eds.), John Wiley and Sons,

McColl-Kennedy, Janet R. (2003): Service Recovery. In: McColl-Kennedy, Janet R. (eds). "Services Marketing: A Managerial Approach" John Wiley and Sons .