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2025 Other Outputs Sustainable Packaging Trends Report: Opportunities to support the transition to a circular packaging economy in the Australian food and beverage ecosystem Gain, Alexandria M, McColl-Kennedy, Janet R, Brea, Edgar and Tabilo, Macarena (2025). Sustainable Packaging Trends Report: Opportunities to support the transition to a circular packaging economy in the Australian food and beverage ecosystem . Brisbane, QLD, Australia: The University of Queensland; Australia's Food and Beverage Accelerator (FaBA). doi: 10.14264/ac14395 |
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2025 Journal Article Patient-centered care in practice: hospital and online primary care settingsMcColl-Kennedy, Janet R., Witell, Lars, Frow, Pennie, Cheung, Lilliemay, Payne, Adrian and Govind, Rahul (2025). Patient-centered care in practice: hospital and online primary care settings. Journal of Services Marketing, 39 (10), 15-31. doi: 10.1108/JSM-07-2024-0353 |
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2025 Other Outputs Unwrapping innovation: an industry panel perspective on sustainable packagingMcColl-Kennedy, Janet R., Lockery, Simon, Cosier, Barry, Lee, Michael, Macleod , Gail and La Fata, Giorgio (2025). Unwrapping innovation: an industry panel perspective on sustainable packaging. Brisbane, Qld, Australia: The University of Queensland. doi: 10.14264/be9ed3d |
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2024 Book Food AI: A game changer for Australia’s food and beverage sectorJanet R. McColl-Kennedy and Damian Hine eds. (2024). Food AI: A game changer for Australia’s food and beverage sector. Food AI White Paper, Brisbane, QLD, Australia: The University of Queensland, Australia's Food and Beverage Accelerator (FaBA). doi: 10.14264/f5f35d0 |
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2023 Other Outputs Global Food and Beverage Trends Report: opportunities to unlock innovation in the Australian food and beverage sectorBrea, Edgar, McColl-Kennedy, Janet, Hine, Damian and Derbyshire, Ellen (2023). Global Food and Beverage Trends Report: opportunities to unlock innovation in the Australian food and beverage sector. Brisbane, QLD Australia: The University of Queensland & Australia’s Food and Beverage Accelerator. doi: 10.14264/cc5c67a |
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2023 Other Outputs Digital Service Transformation: Pathways to human and economic wellbeing: White paperAndreassen, Tor W., Archibald, Gordon, Beekhuyzen, Jenine, Bongiovanni, Ivano, Brea, Edgar, Breidbach, Christoph, Burchill, Keith, Burgers, Henri, Cao, Selina, Coote, Len, Coram, Brendan, Cunningham, Claire, Feast, George, Field, Mitch, Ford, Jerad, Fouche, Leon, Gain, Alexandria, Gooding, Glen, Goyeneche Ramirez, David, Green, Teegan, Gschwind, Daniel, Hall, Thomas, Hartley, Nicole, Heinz, Daniel, Hine, Damian, Indulska, Marta, Kapernick, Brett, Kastelle, Tim, Ko, Ryan ... Zhang, Wenlu (2023). Digital Service Transformation: Pathways to human and economic wellbeing: White paper. Brisbane, QLD, Australia: The University of Queensland. doi: 10.14264/aed4918 |
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2022 Book Chapter Measuring and managing customer experience (CX): What works and what doesn’tMcColl-Kennedy, Janet R. and Zaki, Mohamed (2022). Measuring and managing customer experience (CX): What works and what doesn’t. The Palgrave Handbook of Service Management. (pp. 729-744) edited by Bo Edvardsson and Bård Tronvoll. Cham, Switzerland: Palgrave Macmillan. doi: 10.1007/978-3-030-91828-6_35 |
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2015 Journal Article Organizational strategies for filling the customer can-do/must-do gapFord, Robert C and McColl-Kennedy, Janet R (2015). Organizational strategies for filling the customer can-do/must-do gap. Business Horizons, 58 (4), 459-468. doi: 10.1016/j.bushor.2015.03.010 |
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2015 Conference Publication Validating a measure of external search across service settingsMcColl-Kennedy, Janet R. and Fetter, Richard E. (2015). Validating a measure of external search across service settings. Academy of Marketing Science (AMS) Annual Conference 1997, Coral Gables, FL, United States, 28 - 31 May 1997. Cham, Switzerland: Springer Cham. doi: 10.1007/978-3-319-13141-2_108 |
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2013 Book Chapter Global perspectives on service: service research in AustraliaMcColl-Kennedy, Janet R. (2013). Global perspectives on service: service research in Australia. Serving Customers: Global Services Marketing Perspectives. (pp. 317-319) edited by Raymond P. Fisk, Rebekah Russell-Bennett and Lloyd C. Harris. Prahran, VIC, Australia: Tilde Publishing and Distribution. |
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2012 Journal Article Engaging Public Sector Clients: From Service-Delivery to Co-productionMcColl-Kennedy, Janet R. (2012). Engaging Public Sector Clients: From Service-Delivery to Co-production. Australian Journal of Public Administration, 71 (1), 94-96. doi: 10.1111/j.1467-8500.2012.00752_2.x |
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2011 Conference Publication When customer value co-creation diminishes value for other customers deliberately or inadvertentlyMcColl-Kennedy, Janet R. and Tombs, Alastair (2011). When customer value co-creation diminishes value for other customers deliberately or inadvertently. Naples Forum on Service: Service-Dominant Logic, Service Science, and Network Theory, Naples, Italy, 15-17 June 2011. Naples Forum on Service. |
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2010 Journal Article Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US"Brodie, Roderick J. and McColl-Kennedy, Janet R. (2010). Introduction to the special section "Is marketing academia losing its way? Perspectives from outside the US". Australasian Marketing Journal, 18 (3), 159-160. doi: 10.1016/j.ausmj.2010.05.004 |
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2010 Journal Article Social and spatial influence of customers on other customers in the social-servicescapeTombs, Alastair G. and McColl-Kennedy, Janet R. (2010). Social and spatial influence of customers on other customers in the social-servicescape. Australasian Marketing Journal, 18 (3), 120-131. doi: 10.1016/j.ausmj.2010.04.001 |
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2010 Journal Article How professional service firms compete in the market: An exploratory studyAmonini, Claudia, McColl-Kennedy, Janet R., Soutar, Geoffrey N. and Sweeney, Jillian C. (2010). How professional service firms compete in the market: An exploratory study. Journal of Marketing Management, 26 (1/2), 28-55. doi: 10.1080/02672570903534662 |
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2010 Conference Publication Linking service failure types to cognitive appraisalSurachartkumtonkun, Jiraporn, Patterson, Paul G. and McColl-Kennedy, Janet R. (2010). Linking service failure types to cognitive appraisal. 2010 AMA Winter Educators' Conference, New Orleans, LA, United States, 19-22 February 2010. Chicago, IL, United States: American Marketing Association. |
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2010 Conference Publication They may play up but it's your fault: The attributions toward other customersTombs, Alastair G. and McColl-Kennedy, Janet R. (2010). They may play up but it's your fault: The attributions toward other customers. Australian and New Zealand Marketing Academy Conference [ANZMAC], Christchurch, N.Z., 29 November-1 December 2010. Melbourne, VIC, Australia: Australian and New Zealand Marketing Academy (ANZMAC). |
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2010 Book Chapter Service encounter needs theory: a dyadic, psychosocial approach to understanding service encountersBradley, Graham L., McColl-Kennedy, Janet R., Sparks, Beverley A., Jimmieson, Nerina L. and Zapf, Dieter (2010). Service encounter needs theory: a dyadic, psychosocial approach to understanding service encounters. Emotions and organizational dynamism. (pp. 221-258) edited by Wilfred J. Zerbe, Charmine E. J. Hartel and Neal M. Ashkanasy. Bingley, United Kingdom: Emerald Group Publishing. doi: 10.1108/S1746-9791(2010)0000006013 |
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2009 Journal Article Customer rage: Triggers, tipping points, and take-outsPatterson, P. G., McColl-Kennedy, J. R., Smith, A. K. and Lu, Z. (2009). Customer rage: Triggers, tipping points, and take-outs. Harvard Business Review Case Study, Prod. #: CMR438-PDF-ENG |
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2009 Journal Article Predictors of customer service training in hospitality firmsButcher, K., Sparks, B. and McColl-Kennedy, J. (2009). Predictors of customer service training in hospitality firms. International Journal of Hospitality Management, 28 (3), 389-396. doi: 10.1016/j.ijhm.2008.10.004 |
