Janet R. McColl‐Kennedy

Papers

Total Citations

814

H-Index

About

Janet R. McColl‐Kennedy is a pioneering scholar in service research, with a primary focus on customer experience, service recovery, and value co-creation. Her work has fundamentally reshaped how we understand the dynamic interplay between customers and organizations. She is perhaps best known for her highly influential 2018 paper, "Customer experience challenges: bringing together digital, physical and social realms," which has garnered over 814 citations and established a critical framework for navigating the complexities of modern, technology-enabled service encounters. This seminal piece explores how innovations like digital twins and virtual assistants are blurring traditional boundaries, demanding a holistic view of customer journeys. Beyond this landmark contribution, McColl‐Kennedy's research has consistently illuminated the active role customers play in shaping their own service outcomes, particularly in healthcare and professional services. Her work on customer complaining behavior and recovery strategies has provided actionable insights for managers worldwide. With a career marked by numerous best paper awards and a place among the most cited scholars in her field, she remains a vital voice for understanding the evolving service landscape.