Janet R. McColl-Kennedy

University of Queensland | UQ · School of Business

Contextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and health care providers (clinicians and professionals), the authors empirically show that digital technology (mobile application—“app” with its companion portal) c...

Purpose The purpose of this paper is to investigate how and why some service ecosystems are more resilient and, consequently, more sustainable than others during turbulent times, and how resilience can be cultivated to enable pathways to service ecosystem sustainability. Design/methodology/approach This work integrates disparate literature from mu...

Purpose-The purpose of this paper is to investigate how and why some service ecosystems are more resilient and, consequently, more sustainable than others during turbulent times, and how resilience can be cultivated to enable pathways to service ecosystem sustainability. Design/methodology/approach-This work integrates disparate literature from mul...

Purpose The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers. Design/methodology/approach The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital pati...

In managing a chronic illness, customers have the opportunity to play an active role in their healthcare—by cocreating value. For example, customers can adhere to medical advice, seek out information about their condition(s), manage their diet, and interact with family and friends. Moreover, across an extended treatment period, customers may dynami...

Identifying and synthesizing recent empirical research on goal setting among adults with chronic disease is the focus of this article. The article has two phases: Phase 1, a thematic analysis with machine reading of the data and manual thematic analysis, and Phase 2, a quantitative meta-analysis. Qualitative, quantitative, and mixed-method studies...

In this article, we propose that value is a multidimensional construct, highlighting the need for a multi-actor service ecosystem perspective of value in primary care clinics. We argue that different actors in the service ecosystem - for example, patients, their family members and carers, medical practitioners, practice managers, nurses, allied hea...

This chapter outlines key conceptualizations of Customer Experience (CX) and commonly used ways customer experience is measured, pointing out the advantages and limitations of the methods and metrics. There is no doubt that customer experience is important to both customers and organizations. However, the ways customer experience is measured by a l...

This file contains a link to an online article that discusses the published academic paper. The online article identifies some of the key principles of interest to managers.

Whether they know it or not, firms interact with lying consumers on a daily basis. However, surprisingly little is known about consumer lying behavior and its role in service encounters. Based on two empirical studies of 2,976 consumer lies, the study sought to explore consumer lying behavior by developing and testing a comprehensive conceptual fra...

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 of extant research. In a companion piece, we focused on four service research priorities related to managing and delivering service in turbulent times. F...

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 data sources: surveys of service scholars and practitioners, web scraping of online documents, a review of published service scholarship, and roundtable d...

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 data sources: surveys of service scholars and practitioners, web scraping of online documents, a review of published service scholarship, and roundtable d...

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...

The most common methods of tracking customer sentiments has a big blind spot: They can’t pick up on important emotional responses. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Even if they provide a positive score, customers often reveal their true thoughts and feelings in the open-ended c...

Purpose 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. Design/methodology/approach This paper collected the data using a mixed-method appro...

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 conceptu...

Customer retention plays in a critical role in a firm’s long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers’ loyalty. We know from previous research that this is problematic, masking underlying dissatisfaction with a company’s products and services and that a s...

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...

This white paper looks at how firms can use digital platforms to develop new business models and revenue streams. To do this, it will answer the following research questions: 1 What is the customer experience paradox and what does it mean for firms? 2 How can a digital platform help solve the customer experience paradox? 3 How can digital platforms...

New technologies and new business models have already changed the way organisations interact with their customers.In the not too distant future, developments such as AI, robots and virtual reality will be a completely normal part of the customer experience. However, these new ways of engaging with customers will not replace face-to-face encounters...

The purpose of this paper is to offer a step-by-step Text Mining Analysis Roadmap (TMAR) for service researchers. We provide guidance on how to choose between alternative tools, using illustrative examples from a range of different business contexts. We provide a six staged Text Mining Analysis Roadmap on how to use text mining methods in practice....

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 co...

Purpose The purpose of this paper is to critically explore the connection between social marketing and transformative service research (TSR), providing a conceptual framework and implications for both theory and practice. The research explores the role marketing plays in a political deterrence campaign and its impact on service systems in meeting t...

Purpose – When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/meth...

The purpose of this article is to (1) explicate micro-to-meso linkages of well-being, (2) provide a theoretical framework to guide research on connecting patient experiences to community well-being, and (3) offer guidelines to policymakers. We develop a conceptual framework establishing connections between micro and meso levels through the expansio...

Contextualized in postpurchase consumption in business-to-business settings, the authors contribute to customer experience (CX) management theory and practice in three important ways. First, by offering a novel CX conceptual framework that integrates prior CX research to better understand, manage, and improve CXs—comprised of value creation element...

Purpose The purpose of this paper is to introduce the special issue of the Journal of Service Management dedicated to the Thought Leadership in Services Conference held in Brisbane Australia in 2017. The paper also explores the disruptive and transformative role that technology is set to play over the next 30 years. Design/methodology/approach The...

Purpose: This article explores innovations in customer experience at the intersection of the digital, physical, and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e., virtual assistants, service robots). The challenges and opportunities facing serv...

Purpose-The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approac...

This study examines how B2B service firms organize and manage knowledge in order to deliver new value adding solutions and in turn competitive advantage, addressing calls for research into this important, yet neglected area. Specifically, this study: (1) examines the role of the antecedents of knowledge integration capability (KIC) in service innov...

Purpose This paper aims to demonstrate how vulnerable consumer-citizens mobilize social capital following a natural disaster, showing how different forms of social capital contribute to well-being and resilience. Design/methodology/approach An embedded case study design comparing three different social networks is employed. Findings Understand...

http://www.emeraldinsight.com/doi/abs/10.1108/JOSM-01-2016-0018 Purpose The purpose of this study is to synthesize findings from health care research with those in service research to identify key conceptualizations of the changing role of the health care customer, to identify gaps in theory, and to propose a compelling research agenda. Design/me...

Drawing on three studies using data from six separate samples of 1151 health care customers, the authors investigate cocreative customer practices, modeling the effects of customer value cocreation practices on well-being. Results highlight that while positive interactions with medical staff (doctors) lead to increased well-being through engaging i...

There is compelling evidence that incidents of customer rage are on the rise and not just in Western, individualistic societies. Changing social and economic conditions in collectivist societies (e.g., emerging consumerism and rising wealth in China) have spawned the emergence of customer rage in Eastern countries. To this end, we examine how custo...

Purpose – The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach – For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service desi...

Co-creation is described as a resource integration process involving actors that are linked within a service ecosystem. This process occurs when value propositions attract actors to share their resources during collaborative activities and interactions, termed co-creation practices. The purpose of this paper is three-fold: (1) to develop a typology...

We developed an 8-item scale to assess consumers’ external search activities and examined the scale’s construct validity across both experiential and credence service settings. We found two aspects of consumers’ external search activities, private search and public search. The findings are invariant across both experiential and credence services.

Best-worst scaling (BWS) is an extension of the method of paired comparison to multiple choices that asks participants to choose both the most and the least attractive options or features from a set of choices. It is an increasingly popular way for academics and practitioners in social science, business, and other disciplines to study and model cho...

Purpose – The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource integration in liminal periods. Design/methodology/approach – Using netnography, we show how consumers across four countries integrate resources, adopting different value cre...

Purpose – The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by makin...

Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach i...

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach...

Transformative service research is particularly relevant in health care where the firm and customer can contribute to individual as well as societal well-being. This article explores customer value cocreation in health care, identifying a hierarchy of activities representing varying levels of customer effort from complying with basic requirements (...

Purpose – The purpose of this paper is to explicate professionals’ giving backstory, identifying what motivates and hinders professionals’ undertaking of pro bono service activities. Examples are provided of different pro bono giving styles, as professionals struggle to resolve inter-institutional tensions, thus addressing this little understood ye...

Service leaders have learned that it is not enough to attract customers who are ready and willing to experience what their organizations have to offer; they must also attract customers who are able to perform important roles in co-producing a successful service experience. This recognition has led to increasing interest regarding how organizations...

Purpose – The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhanc...

Whilst considerable attention has been devoted to the development and refinement of involvement scales for physical goods, only scant attention has been given to this research in the services literature. This paper provides an empirical examination of a 10-item involvement scale across four services (exercise club, life insurance, furnace overhaul,...

Despite significant interest in value propositions, there is limited agreement about their nature and role. Moreover, there is little understanding of their application to today's increasingly interconnected and networked world. The purpose of this article is to explore the nature of value propositions, extending prior conceptualisations by taking...

Unlike prior research that has confined customer rage to a single point in time, this article explores the unfolding of rage over three time periods, at the initial service failure (Episode 1) and two ineffective service recovery attempts (Episodes 2 and 3). In each episode, we examine the association between loss, or a threat of loss, of personal...

Purpose – Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts ar...

Purpose – Service organizations and marketers have focused too much of their energy on their core service’s performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts are...

Although frontline customer service employees play a vital role in many firms, their part in service delivery is often underappreciated. The interaction between frontline employees and customers creates an impression of what is to come in the service experience. A key question is whether this interaction spills over to other unrelated aspects of th...

The criticality of service innovation in building and sustaining competitive advantage is gaining increasing recognition in the marketplace. Using empirical data from US and Australian project-oriented firms, the study uses a multi-staged multi-method research program to demonstrate how entrepreneurial service firms strategically combine resources...

Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. T...

The back-story of customer rage, that is, what is behind a rage episode, specifically the customer's cognitive appraisal processes that trigger extreme negative emotions, and the customer's background (culture) is not well understood. This study involving 435 adult customers, investigates over two time periods (Episode 1: initial failure, and Episo...

In this article the effect of the displayed emotions of third party customers and purchase occasion on customers are examined, even when there is no direct interaction between customers. Three independent studies, including two experiments are employed. The first experiment examines the effects of both positive and negative displayed emotions of th...

This article explores in-depth what health care customers actually do when they cocreate value. Combining previously published research with data collected from depth interviews, field observation, and focus groups, the authors identify distinct styles of health care customer value cocreation practice. Importantly, the authors show how customers ca...

Purpose This paper aims to argue that, traditionally, service recovery attempts have paid little attention to customer preferences. Despite attempts to recover the customer, firms generally do not know if the recovery solution is what the customer expects. Hence, the paper seeks to examine whether customer recovery preferences influence customers'...

What do marketing scholars need to know about markets? The quote above places markets at the heart of marketing theory. Yet many commentators have lamented the scant attention paid to markets in marketing and argued for the need to better understand this central facet of the subject (Araujo et al., 2008; Vargo, 2007; Venkatesh et al., 2006). We sha...

Building on capability theory, this paper presents a reconceptualization of the innovation capability construct within a knowledge-intensive service context, specifically, professional service firms (PSFs). Employing a rigorous multi-stage scale development process we interviewed 37 participants and surveyed 463 respondents across a wide range of P...

With the growing significance of services in most developed economies, there is an increased interest in the role of service innovation in service firm competitive strategy. Despite growing literature on service innovation, it remains fragmented reflecting the need for a model that captures key antecedents driving the service innovation-based compe...

Poor service encounters have the potential to leave customers feeling angry at the frontline service employee who serves them, angry at the organization, or angry at both parties. The 25 in-depth interviews (Study 1) and experimental work (Study 2) demonstrate how distributive (outcome fairness), procedural (response time) and interactional (treatm...

Purpose The purpose of this paper is to investigate marketing practices in professional service firms (PSFs). PSFs' marketing practices are not well understood, despite their increasing importance to economies worldwide and recognition of their unique characteristics and the marketing challenges they face. The study also examined whether PSF perfor...

To date, researchers have largely considered service failure and recovery as a combination of individual constructs, often in isolation, rather than viewing failure and recovery holistically. Consequently, our understanding is fragmented. Furthermore, while some attempt has been made to gain a better understanding of service failure and recovery fr...

This article explores customer rage from both customer and employee perspectives (1) identifying and defining the nature of customer rage emotion experiences, expressions, and behaviours as triggered by service failure encounters; and (2) developing and testing measurement scales for customer rage emotions (CRE), expressions (CRX), and behaviours (...

While the extant literature on the Service Dominant logic (SDL) has focussed on various aspects of value generation, the process by which the firm creates superior value propositions has received little attention. In particular, the interface between the firm and the beneficiary remains a black box. Building on the dynamic capabilities-based view o...

The authors employ cognitive appraisal theory to examine in both Eastern (Thailand) and Western (US) context, how customers perceive threats or losses (psychological and economic/ financial) during service failure situations. We examine what specific service failure circumstances lead to different cognitive appraisals. Five dimensions of cognitive...

The literature on NSD-based competitive strategy that has grown in significance suggests that service innovation or new service development (NSD) enables service firms to gain competitive advantage. However, the literature still lacks a well-founded conceptualisation and measure of the NSD construct. Addressing this need, this study uses insights g...

Although a potentially significant issue to managers and academics alike, opportunistic customer behavior in the service recovery context has been largely ignored. A multi-stage research program, comprising actual customer claims (Study 1), in depth customer interviews (Study 2) and three experimental studies (Studies 3, 4, 5), explored opportunist...

Drawing on Social Facilitation theory and Affiliative Conflict theory, this three study paper investigates the social and spatial influence customers have on other customers present in a social servicescape–cafes. Unobtrusive, naturalistic observation is used to identify, categorise and evaluate the behaviour of customers on other customers across...

Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions. This chapter introduces a new theory, service encounter needs theory (SENT) that aims to elucidate the mechanisms through which service encounter behaviors affect outcomes for custom...

This study investigates how professional service firms (PSFs) compete in the market. Drawing on strategic marketing literature, a managerial rather than customer perspective is adopted. The study investigates the competitive positions sought by professional service providers and the specific marketing activities actually undertaken to achieve these...

Road rage, school rage, and customer rage are becoming almost everyday occurrences. Customer rage is an intense anger coupled with expressions of physical, verbal, or other potentially harmful behaviors in response to a dissatisfying service experience. It can potentially result in severe negative consequences for firms, employees, and even other v...