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Journal Articles

Addressing vulnerability in customer experience with AI-agents

Gautam Jha, Jesse Wright, Aishwarya Singhal, Yaofu Zhang, Jamie Burton, Janet R. McColl-Kennedy

Journal of Service Management (2026) 37 (3): 418–450.

https://doi.org/10.1108/JOSM-04-2025-0182

Published: 11 February 2026

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Journal Articles

Digital twins: a game changer in customer experience

Janet R. McColl-Kennedy, Mohamed Zaki, Tor W. Andreassen, Leonard V. Coote, Edgar Brea, Fiona Willer, Joel Andrade

Journal of Service Management 1–31.

https://doi.org/10.1108/JOSM-12-2024-0540

Published: 05 December 2025

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Journal Articles

Hierarchy of customer goals: conceptual framework and new insights

Zahra Tabaei Aghdaei, Janet R. McColl-Kennedy, Leonard V. Coote

Journal of Service Management (2021) 32 (5): 673–701.

https://doi.org/10.1108/JOSM-03-2020-0087

Published: 29 June 2021

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Journal Articles

Dynamics of wellbeing co-creation: a psychological ownership perspective

Tom Chen, Sarah Dodds, Jörg Finsterwalder, Lars Witell, Lilliemay Cheung, Mareike Falter, Tony Garry, Hannah Snyder, Janet R. McColl-Kennedy

Journal of Service Management (2021) 32 (3): 383–406.

https://doi.org/10.1108/JOSM-09-2019-0297

Published: 02 July 2020

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Journal Articles

Theorizing beyond the horizon: service research in 2050

Byron W. Keating, Janet R. McColl-Kennedy, David Solnet

Journal of Service Management (2018) 29 (5): 766–775.

https://doi.org/10.1108/JOSM-08-2018-0264

Published: 08 November 2018

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Journal Articles

Customer experience challenges: bringing together digital, physical and social realms

Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew Gallan, Chiara Orsingher, Lars Witell, Mohamed Zaki

Journal of Service Management (2018) 29 (5): 776–808.

https://doi.org/10.1108/JOSM-04-2018-0113

Published: 07 September 2018

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Journal Articles

The changing role of the health care customer: review, synthesis and research agenda

Janet R. McColl-Kennedy, Hannah Snyder, Mattias Elg, Lars Witell, Anu Helkkula, Suellen J. Hogan, Laurel Anderson

Journal of Service Management (2017) 28 (1): 2–33.

https://doi.org/10.1108/JOSM-01-2016-0018

Published: 20 March 2017

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Journal Articles

Linking service design to value creation and service research

Tor Wallin Andreassen, Per Kristensson, Line Lervik-Olsen, A Parasuraman, Janet R McColl-Kennedy, Bo Edvardsson, Maria Colurcio

Journal of Service Management (2016) 27 (1): 21–29.

https://doi.org/10.1108/JOSM-04-2015-0123

Published: 21 March 2016

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Journal Articles

To give or not to give professional services to non-paying clients: Professionals’ giving backstory

Janet R. McColl-Kennedy, Paul Patterson, Michael K. Brady, Lilliemay Cheung, Doan Nguyen

Journal of Service Management (2015) 26 (3): 426–459.

https://doi.org/10.1108/JOSM-07-2014-0194

Published: 15 June 2015

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Journal Articles

Co-creating service experience practices

Janet R McColl-Kennedy, Lilliemay Cheung, Elizabeth Ferrier

Journal of Service Management (2015) 26 (2): 249–275.

https://doi.org/10.1108/JOSM-08-2014-0204

Published: 20 April 2015

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Journal Articles

The marketing practices‐performance relationship in professional service firms

Jillian C. Sweeney, Geoffrey N. Soutar, Janet R. McColl‐Kennedy

Journal of Service Management (2011) 22 (3): 292–316.

https://doi.org/10.1108/09564231111136845

Published: 21 June 2011

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Addressing vulnerability in customer experience with AI-agents

Digital twins: a game changer in customer experience

Hierarchy of customer goals: conceptual framework and new insights

Dynamics of wellbeing co-creation: a psychological ownership perspective

Theorizing beyond the horizon: service research in 2050

Customer experience challenges: bringing together digital, physical and social realms

The changing role of the health care customer: review, synthesis and research agenda

Linking service design to value creation and service research

To give or not to give professional services to non-paying clients: Professionals’ giving backstory

Co-creating service experience practices

The marketing practices‐performance relationship in professional service firms

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