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Janet R. McColl‐Kennedy
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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: Journal of Service Management
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: Journal of Service Management
Journal of Service Management (2026) 37 (4): 566–596.
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
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: Journal of Service Management
Journal of Service Management (2011) 22 (3): 292–316.
https://doi.org/10.1108/09564231111136845
Published: 21 June 2011
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