Janet R. McColl-Kennedy
University of Queensland
AdvertisingService providerBusiness marketingBusinessPsychologyMarketingMarketing managementConsumer behaviourService recoveryContext (language use)Service (business)Customer advocacyReturn on marketing investmentPublic relationsMarketing researchRelationship marketingKnowledge managementSocial psychologyMarketing strategyDigital marketing
Publications 200
#1Joy M. Field (BC: Boston College)H-Index: 15
#2Darima Fotheringham (ASU: Arizona State University)H-Index: 1
Last. Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
view all 8 authors...
This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify service research priorities that push the boundaries ...
1 CitationsSource
#1Amy L. OstromH-Index: 31
#2Joy M. FieldH-Index: 15
Last. Janet R. McColl-KennedyH-Index: 51
view all 8 authors...
Transformative changes in the societal and service context call out for the service discipline to develop a coherent set of priorities for research and practice. To this end, we utilized multiple d...
5 CitationsSource
Purpose: The purpose of this paper is to: (1) better understand the structure (hierarchy) of customer goals providing conceptual clarity; and (2) propose a hierarchy of customer goals conceptual framework that explicates how healthcare customer goals are linked to drivers and outcomes, thus building theory and informing practice. Design/methodology/approach: The research draws on 21 in-depth interviews of patients with a chronic disease. Drawing principally on construal-level theory and using ma...
#1Amy L. Ostrom (ASU: Arizona State University)H-Index: 31
#2Joy M. Field (BC: Boston College)H-Index: 15
Last. Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
view all 8 authors...
#1Tom Chen (University of Newcastle)H-Index: 10
#2Sarah Dodds (Massey University)H-Index: 4
Last. Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
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Purpose People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbei...
13 CitationsSource
#1Sandeep SalunkeH-Index: 5
#2Jay WeerawardenaH-Index: 26
Last. Janet R. McColl-KennedyH-Index: 51
view all 3 authors...
The purpose of this study is to empirically examine the personal/situational and business factors that encourage or discourage pro bono service of professionals based on the theory of institutional logics framework and the extended purchase behavior model.,This paper collected the data using a mixed-method approach: 30 qualitative interviews and 443 cross-sectional surveys from professional service providers across industries. The constructs of interest were measured with the scales compiled fro...
#1Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
#2Lilliemay Cheung (UQ: University of Queensland)H-Index: 8
Last. Leonard V. Coote (UQ: University of Queensland)H-Index: 15
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Abstract The purpose of this article is to: (1) understand tensions and trade-offs that actors make through activities and interactions in their service ecosystem stemming from differing worldviews; (2) explicate how actors resolve tensions through trade-offs, identifying focal relationships and the relative influence of focal actors; (3) propose a conceptual framework of tensions and trade-offs in multi-actor service ecosystems. Drawing on Institutional Logics and Practice Theory this article p...
11 CitationsSource
Purpose: The purpose of this paper is to offer a step-by-step text mining analysis roadmap (TMAR) for service researchers. The paper provides guidance on how to choose between alternative tools, using illustrative examples from a range of business contexts. Design/methodology/approach: The authors provide a six-stage TMAR on how to use text mining methods in practice. At each stage, the authors provide a guiding question, articulate the aim, identify a range of methods and demonstrate how machin...
5 CitationsSource
#1Pennie FrowH-Index: 24
Last. Rahul GovindH-Index: 10
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Purpose: This paper aims to conceptualize and characterize service ecosystems, addressing calls for research on this important and under-researched topic. Design/methodology/approach: The authors draw on four meta-theoretical foundations of S-D logic – resource integration, resource density, practices and institutions – providing a new integrated conceptual framework of ecosystem well-being. They then apply this conceptualization in the context of a complex healthcare setting, exploring the char...
25 CitationsSource