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 | Biography |  |
Professor McColl-Kennedy's research focuses on services, in particular service recovery, effective customer complaints handling, customer rage and service delivery focussing on the customer-employee interface. 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 articles in Journal of Service Research, Journal of Business Research, The Leadership Quarterly, Journal of Services Marketing, Marketing Theory, International Journal of Human-Computer Studies, Advances in Consumer Research, Australasian Marketing Journal, Journal of International Consumer Marketing, and Marketing Intelligence and Planning.
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.
Her latest book is McColl-Kennedy, J.R. (ed.) (2003), Services Marketing: A Managerial Approach, Wiley & Sons. (ISBN 0 470 80068 2)
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