Professor Janet McColl-Kennedy


Janet McColl-Kennedy is a visiting professor with the Cambridge Service Alliance. She is an inaugural board member of the Cambridge Service Alliance Advisory Board. Janet is visiting from The University of Queensland, Brisbane, Australia, where she is Professor of Marketing. 


She is recognised internationally as a leading researcher in Service Science. Her research interests include service recovery, customer complaining behaviour, customer rage, customer experience management, customer value co-creation and pro-bono service. 
Professor Janet McColl-Kennedy’s work consistently appears in the top journals in her field including, Journal of Retailing, Journal of the Academy of Marketing Science, Leadership Quarterly, Journal of Service Research, California Management Review, Journal of Business Research, Psychology & Marketing and Industrial Marketing Management. 
Professor McColl-Kennedy was the 2011 Winner of the Distinguished Researcher Award (Australian and New Zealand Marketing Academy). This is an annual award for “a member of the ANZMAC community judged to have made the most significant contribution to advancing our knowledge of marketing through their research”.
Janet has held several high profile leadership positions, including Research Director for the UQ Business School, Chair of the School’s Research Committee, Deputy Chair Tenure and Promotions, Marketing Cluster Leader and Acting Head of School.
Professor McColl-Kennedy has also held Visiting Professorships at Indiana University, USA, Bocconi University Milan, Italy and at the University of New South Wales in Sydney.

While at the University of Cambridge, Professor McColl-Kennedy will be working on the customer experience project.

Contact Details

T: +44(0)1223 766141
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