معرفی
Professor Janet McColl-Kennedy is a leading figure in marketing and service science at The University of Queensland's Business School. She serves as Program Lead for Innovation Pathways (FaBA) and co-founded the Service Innovation Alliance (SIA) research hub, focusing on customer experience, AI, digital transformation, and sustainability. With Fellow status in the Academy of the Social Sciences in Australia and the Australian and New Zealand Marketing Academy, she holds international recognition including Research.com's World's Best Business Scientists ranking and the Christopher Lovelock Career Contributions to the Services Discipline Award (2025).
- University of Queensland Business School
- Honorary Visiting Professor, Cambridge Service Alliance
- Research Collaborator, University of Cambridge
Her research spans customer experience management, service ecosystems, digital transformation, and healthcare services. She has pioneered frameworks for customer value co-creation and service recovery strategies, integrating AI and behavioral science. Her 2019 paper on customer experience insights was implemented by a major B2B organization, while her work on value co-creation improved outcomes at Lutheran Community Care.
Recent publications focus on AI impacts in food and beverage services, sustainable service ecosystems, and digital health interventions. She has secured over $89 million in competitive grants, including multiple ARC Linkage and Discovery Projects, and leads cross-disciplinary teams with institutions like Cambridge University and Arizona State University.
- 2024 - ARC College of Experts appointment
- 2023 - Bo Edvardsson Industry Impact in Services Award
- 2022 - Elected Fellow of Academy of the Social Sciences in Australia
- 2021 - Clarivate Highly Cited Researcher
- 2018 - Ranked most influential marketing academic in Australia
With over 220 publications and a Google Scholar H-index of 62, she has mentored 15 PhD students and examined theses at multiple universities. Her teaching spans 30+ years across undergraduate, postgraduate, and executive programs in Australia, USA, Italy, China, and Korea, with awards for blended learning and corporate education.
