Rate My Professor Janet McColl-Kennedy

Professor Janet McColl-Kennedy is Professor of Marketing in the UQ Business School at The University of Queensland, Brisbane, Australia. She holds a Bachelor of Arts (Honours) first class and a Doctor of Philosophy from The University of Queensland. Appointed full professor in 2002, she has held key leadership roles including Marketing Discipline Leader from 1996 to 2005, Research Director from 2006 to 2008 and 2009 to 2010, Director International in 2010, Founding Co-Lead of the Service Innovation Alliance Research Hub from 2018 to 2025, and Director of Research from 2020 to 2023. Currently, she serves as Lead of the Innovation Pathways Program in the FaBA Trailblazer Universities initiative. An internationally recognized expert in services marketing, her research focuses on customer experience management and measurement, the role of digital technology and AI, customer insights, choice preferences, service ecosystems, value co-creation, and health care services. She has authored over 230 publications, including 95 international refereed journal articles and 22 book chapters, with an h-index of 43 (Scopus) and over 22,712 citations (Google Scholar). Key publications include 'Gaining Customer Experience Insights that Matter' (Journal of Service Research, 2019), 'Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms' (Journal of Service Management, 2018), and 'Dynamic Customer Value Cocreation in Healthcare' (Journal of Service Research, 2023). She has secured over $93.7 million in competitive research grants, including continuous Australian Research Council funding for 20 years, and supervised 15 PhD students and 50 masters dissertations to completion.

Professor McColl-Kennedy is a multi-award winner, including Fellow of the Academy of the Social Sciences in Australia (2022), Christopher Lovelock Career Contributions to the Services Discipline Award (2025), Distinguished Fellow of the Australian and New Zealand Marketing Academy (2011), Highly Cited Researcher (Clarivate, 2021), ranked in the World's Best Business and Management Scientists (2023 and 2024, second top Marketing Professor in Australia), and numerous best paper awards such as the Journal of Service Research best paper finalist (2019) and AMA SERVSIG best paper (2001). She holds honorary positions as Visiting Professor and Fellow at the Cambridge Service Alliance, University of Cambridge, and serves on advisory boards including CTF Service Research Center (Karlstad University) and the Cambridge Service Alliance. An Ambassador for the International Society of Service Innovation Professionals, she has examined PhD theses for leading Australian universities and delivered executive education internationally.