Kochi International Business School

Dr. Jay Kandampully

Dr. Jay Kandampully is an internationally recognized leader in the field of services management /marketing and hospitality. Jay is a professor in services management and hospitality at The Ohio State University, USA. He also serves as a visiting professor at Management Center Innsbruck (MCI), Austria; University of Innsbruck, Austria; University of Applied Sciences, Salzburg, Austria; School of Service Industry, Prince of Songkla University, Thailand; and the University of Mauritius. Jay is Editor in Chief of the international journal, Managing Service Quality, and serves on the editorial advisory board of 12 refereed international journals. Additionally, he serves as the services management columnist for the Columbus business periodical ‘Business First’. He holds a PhD in service quality management, and an MBA, specialising in services marketing, both from the University of Exeter, England. His undergraduate degree was in Hotel Management from Salzburg, Austria and from the University College Birmingham, UK. His educational qualifications are well supported by nine years managerial experience in Europe, India and in the USA. Additionally, he speaks six languages.

Jay began his academic career by teaching the MBA program at the University of Exeter, UK. He subsequently took up the position of Assistant Professor of marketing at the University of Alaska, Fairbanks, USA. Jay further taught at Lincoln University in New Zealand and at The University of Queensland in Australia, where he was instrumental in developing services marketing programs. He is the author of the book “Services Management: the new paradigm in hospitality” (this book is being translated into Chinese), and the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure”, which has been translated into Chinese, Korean and Arabic. Additionally, he has published over 95 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service quality and service innovations.

Jay enjoys close alliances with leading service organisations in the USA, UK, UAE, Sultanate of Oman, Qatar, Austria, Australia, New Zealand, Singapore, Malaysia, France, Austria, Spain, Thailand, Mauritius, China, Hong Kong and India, where he is often invited to conduct management seminars to update managers with nascent service strategies. His research publication on the concept of “Service Loyalty” earned him the prestigious international ‘Literati Award’ for the most outstanding paper of the year 1997, published in the journal Managing Service Quality. His publication entitled “Competitive advantage through anticipation innovation and relationships”, published in the journal Management Decision, received the 1999 ‘Highly Commended Award and Citation of Excellence award’. This article was also identified as the 4^th most read article of all the 140 journals in the Emerald database in 1999. Jay’s recent article on “Service Orientation” received the best paper award at the 2006 International CHRIE conference. The Emerald Literati Club presented him with the ‘Leading Editor Award’ for the year 2003. Jay was also recognised for Excellence in Teaching in the years 1997, 1998, 2001. Additionally, as an entrepreneur, he holds two patents in his name in the US as unique inventions.

Scholarly Interests

Will be Updated Soon

Selected Recent Publications

Hu, H., Kandampully, J. and Juwaheer, T. (2009), “Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction and Image: An empirical study”, Service Industries Journal, Vol. 29 No. 2. (forthcoming)
Nusair, K. and Kandampully, J. (2008), “The antecedents of customer satisfaction with online travel services: A conceptual model”, European Business Review, Vol. 20 No. 1 (forthcoming).
Kandampully, J. and Hu, H. (2007), “Do hoteliers need to manage image to retain loyal customer?”, International Journal of Contemporary Hospitality Management, Vol. 19 No. 5 (forthcoming).
Kim, J.H., Kim, M. and Kandampully, J. (2007), “The impact of buying environment characteristics of retail websites”, Service Industries Journal, Vol. 27 No. 7. (forthcoming)
Agus, A., Barker, S. and Kandampully, J. (2007), ”An exploratory study of service quality in the Malaysian public service”, International Journal of Quality and Reliability Management, Vol. 24 No. 2, pp. 177-190.
Wang, Y., Kandampully, J., Lo, H.P. and Shi, G. (2006), “The role of brand equity and corporate reputation in CRM: A Chinese study”, Corporate Reputation Review, Vol. 9 No. 3, pp. 179-197.
Kandampully, J. (2006), “The new customer-centered business model for the hospitality industry”, International Journal of Contemporary Hospitality Management, Vol. 18 No. 3, pp. 173-187.
Kandampully, J. (2006), Services Management: The new paradigm in hospitality, Prentice Hall, NJ, USA.
Solnet, D. and Kandampully, J. (2005), “Service orientation as a strategic initiative: A conceptual model and exemplars”, Alliance Journal of Business Research, Vol. 1 No. 2, pp. 1-20.
Kandampully, J. and Promsivapallop, P. (2005), “ Service networks: A strategy to match customer needs, service offer and operational activities”, Journal of Hospitality and Leisure Marketing,Vol. 12 No. 2, pp. 101-117.
Suh, J., Baker. S., Pegg, S. and Kandampully, J. (2005), “Service recovery readiness in Australian hospitality and leisure operations: A conceptual framework and findings from an exploratory study”, Journal of Quality Assurance in Hospitality & Tourism, Vol. 6 Nos.1-2, pp. 43-64.
Mohammad, T., Barker, S., and Kandampully, J. (2005), ”Multicultural student perceptions of fast food restaurant brands: An Australian study”, Journal of Hospitality and Leisure Marketing, Vol. 12 No. 4, pp. 93-117.
La, K.V. and Kandampully, J. (2004), ”Market oriented learning and customer value enhancement through service recovery management”, Managing Service Quality, Vol. 14 No. 5, pp. 390-401.
Lee, S., Barker, S. and Kandampully, J. (2003), ”Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives”, Managing Service Quality, Vol. 13 No. 5, pp. 423-432.
Kandampully, J. (2003), “B2B relationships and networks in the internet age”, Management Decision, Vol. 41 No. 5, pp. 443-451.
Kandampully, J. and Suhartanto, D. (2003), “The role of customer satisfaction and image in gaining customer loyalty in the hotel industry”, Journal of Hospitality & Leisure Marketing, Vol. 10 Nos. 1-2, pp. 3-25.
Chapman, R.L., Soosay, C., and Kandampully, J. (2003), Innovation in logistic services and the new business model: A conceptual framework. International Journal of Physical Distribution and Logistics Management, Vol. 33 No. 7, pp. 630-650.
Lassen, H., Kandampully, J., and Barker, S. (2002), “ The emergence of e-market services in the Australian mining industry: Ludowici Mineral Processing Pty Ltd, Quadrem eMarketplace, and Austrade eMarket services”, Managing Service Quality, Vol. 2 No. 4, pp. 257-264.
La, V.K. and Kandampully, J. (2002), “Electronic retailing and distribution of services: Cyber intermediaries that serve customers and service providers”, Managing Service Quality, Vol. 2 No. 2, pp. 100-116.
Kandampully, J. (2002), “Innovation as the core competency of a service organisation: The role of technology, knowledge and networks”, European Journal of Innovation Management, Vol. 5 No. 1, pp. 18-26.
Kandampully, J., Mock, C. and Sparks, B. (2001), Service Quality Management in Hospitality, Tourism and Leisure, Haworth Press, USA.
Kandampully, J. and Butler, L. (2001), “Service guarantees: A strategic mechanism to minimize customers’ perceived risk in service organisations”, Managing Service Quality, Vol. 11 No. 2, pp. 112-121.
Kandampully, J. and Duddy, R. (2001), “Service system: A strategic approach to gain a competitive advantage in the hospitality and tourism industry”, International Journal of Hospitality and Tourism Administration, Vol. 2 No. 1, pp. 27- 47.
Kandampully, J. (2000), “The impact of demand fluctuation on the quality of service: A tourism industry example”, Managing Service Quality, Vol. 10 No. 1, pp. 10-19.
Kandampully, J. and Menguc, B. (2000), “Managerial practices to sustain service quality: An empirical investigation of New Zealand service firms”, Marketing Intelligence and Planning, Vol. 18 No. 4, pp. 175-184.
Kandampully, J. and Suhartanto, D. (2000), “Customer loyalty in the hotel industry: The role of customer satisfaction and image”, International Journal of Contemporary Hospitality Management, Vol. 12 No. 6, pp. 346-351.
Anotonacopoulou, E.P. and Kandampully, J. (2000), “Alchemy: The transformation to service excellence”, The Learning Organization,Vol. 7 No. 1, pp. 13-22.