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Janet R. McColl‐Kennedy
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Journal Articles

Patient-centered care in practice: hospital and online primary care settings

Janet R. McColl-Kennedy, Lars Witell, Pennie Frow, Lilliemay Cheung, Adrian Payne, Rahul Govind
Journal: Journal of Services Marketing
Journal of Services Marketing (2025) 39 (10): 17–33.
https://doi.org/10.1108/JSM-07-2024-0353
Published: 10 February 2025
View article titled, Patient-centered care in practice: hospital and online primary care settings
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Includes: Supplementary data
Journal Articles

Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care

Janet R. McColl-Kennedy, Christoph F. Breidbach, Teegan Green, Mohamed Zaki, Alexandria M. Gain, Mieke L. van Driel
Journal: Journal of Services Marketing
Journal of Services Marketing (2023) 37 (9): 1167–1185.
https://doi.org/10.1108/JSM-03-2023-0100
Published: 26 September 2023
View article titled, Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care
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Journal Articles

How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?

Jillian C. Sweeney, Pennie Frow, Adrian Payne, Janet R. McColl-Kennedy
Journal: Journal of Services Marketing
Journal of Services Marketing (2023) 37 (9): 1120–1131.
https://doi.org/10.1108/JSM-03-2023-0082
Published: 20 September 2023
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Journal Articles

Text mining analysis roadmap (TMAR) for service research

Mohamed Zaki, Janet R. McColl-Kennedy
Journal: Journal of Services Marketing
Journal of Services Marketing (2020) 34 (1): 30–47.
https://doi.org/10.1108/JSM-02-2019-0074
Published: 28 January 2020
View article titled, Text mining analysis roadmap (TMAR) for service research
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Journal Articles

Addressing vulnerability: what role does marketing play?

Lilliemay Cheung, Janet R. McColl-Kennedy
Journal: Journal of Services Marketing
Journal of Services Marketing (2019) 33 (6): 660–670.
https://doi.org/10.1108/JSM-09-2018-0271
Published: 28 August 2019
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Journal Articles

Consumer-citizens mobilizing social capital following a natural disaster: effects on well-being

Lilliemay Cheung, Janet R. McColl-Kennedy, Leonard V. Coote
Journal: Journal of Services Marketing
Journal of Services Marketing (2017) 31 (4-5): 438–451.
https://doi.org/10.1108/JSM-05-2016-0192
Published: 10 July 2017
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Journal Articles

Fresh perspectives on customer experience

Janet R. McColl-Kennedy, Anders Gustafsson, Elina Jaakkola, Phil Klaus, Zoe Jane Radnor, Helen Perks, Margareta Friman
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 430–435.
https://doi.org/10.1108/JSM-01-2015-0054
Published: 14 September 2015
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Journal Articles

Resource integration in liminal periods: transitioning to transformative service

Lilliemay Cheung, Janet R. McColl-Kennedy
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 485–497.
https://doi.org/10.1108/JSM-01-2015-0055
Published: 14 September 2015
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Journal Articles

Conducting service research that matters

Anders Gustafsson, Lerzan Aksoy, Michael K. Brady, Janet R. McColl-Kennedy, Nancy J. Sirianni, Lars Witell, Nancy V. Wuenderlich
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 425–429.
https://doi.org/10.1108/JSM-02-2015-0103
Published: 14 September 2015
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Journal Articles

The relationship between Internet use and perceived performance in retail and professional service firms

Judy Drennan, Janet R. McColl‐Kennedy
Journal: Journal of Services Marketing
Journal of Services Marketing (2003) 17 (3): 295–311.
https://doi.org/10.1108/08876040310474837
Published: 01 June 2003
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Journal Articles

An empirical examination of the involvement to external search relationship in services marketing

Janet R. McColl‐Kennedy, Richard E. Fetter, Jr
Journal: Journal of Services Marketing
Journal of Services Marketing (2001) 15 (2): 82–98.
https://doi.org/10.1108/08876040110381337
Published: 01 April 2001
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Journal Articles

Dimensions of consumer search behavior in services

Janet R. McColl‐Kennedy, Richard E. Fetter, Jr
Journal: Journal of Services Marketing
Journal of Services Marketing (1999) 13 (3): 242–265.
https://doi.org/10.1108/08876049910273871
Published: 01 June 1999
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Journal Articles

Service provider training programs at odds with customer requirements in five‐star hotels

Janet R. McColl‐Kennedy, Tina White
Journal: Journal of Services Marketing
Journal of Services Marketing (1997) 11 (4): 249–264.
https://doi.org/10.1108/08876049710171713
Published: 01 August 1997
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