Kochi International Business School

Message from Dr. Jay Kandampully

Welcome to the Kochi International Business School

Having studied, lived, and worked on four continents, I am passionate about the international perspective of business and education, and believe that the key to becoming a successful business leader lies in understanding the global context in which businesses operate. If your passion is to lead teams and organizations that change the world, we invite you to attend our business programs.

At the Kochi International Business School (KiBS), we deliver a rigorous graduate management education to last a lifetime. We provide you with a personalized business education to suit your background, experience, and goals, and one that challenges you to attain your fullest potential. The business programs we offer are designed to shape high potential graduates into strategic business thinkers and innovative problem solvers with a global perspective. As a management school graduate, you will ultimately have opportunities to play a leadership role within an organization. As graduates of the Kochi International Business School programs, you will be well prepared for this responsibility. As a professional who aspires to the top levels of management, you require skills that will help you to become an effective manager and strategic leader in your organization. We will imbue within you an understanding of those general management principles that create an enduring foundation for leadership. You will learn from faculty that comprise leading scholars selected from some of the elite international business schools, and be exposed to innovative research that influences management theory and practice.

In an effort to maintain this high standard of international business education, we are proud to be in partnership with various leading business schools in Europe, U.S.A and Asia. You will have an opportunity to undertake programs at our various partnering universities in Europe and the USA.

At KiBS we will provide an environment designed to facilitate the acquisition of leadership skills, developed by experience as much as those acquired in the classroom, which is why you will have many opportunities to interact with and learn from some of the most successful business and social leaders. You will have the opportunity to learn what is involved in communicating a vision, aligning all stakeholders, and motivating colleagues to achieve a superior outcome. You will also be challenged to approach management problems with creativity and disciplined thought.

Kochi International Business School - Centres of Excellence, in collaboration with various centres at business schools around the world, will bring nascent knowledge to India and act as focal points for faculty, students, business people, and policy makers interested in particular subject areas. They are designed to ensure that the production of knowledge adheres to the highest standards of rigor while, at the same time, is driven by societal and practical imperatives. Through a variety of activities, these Centres of Excellence create meaningful connections between academic endeavour and real-world application, and offer various executive and management seminars, and short educational programs.

I am delighted to learn of your interest in the international focused business programs at the Kochi International Business School. If you share our enthusiasm for the possibilities that await you at KiBS, we look forward to hearing from you further. Believe in yourself; we believe in you.

Professor Jay Kandampully, MBA, Ph.D.
Founder and Director

E-mail: jkandampully@kibs.ac.in

View Founder Profile

Dr. Jay Kandampully is an internationally recognized leader in the field of services management. Jay is a professor in services management and hospitality at The Ohio State University, USA. He also serves as a visiting professor at University of Innsbruck, Austria; Nanjing University of Science and Technology, China; Vilnius University, Lithuania; Furtwangen University, Germany; and University of Mauritius. Jay is the Editor in Chief of the Journal of Service Management (JOSM). Jay is also the Editor in Chief of the international journal, Managing Service Quality (MSQ); and serves on the editorial advisory board of 12 refereed international journals. He also 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 have been 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. Subsequently Jay 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 best selling textbook “Services Management” (this book has been translated into Chinese), and the lead editor of the book, “Service Quality Management ”, which has been translated into Chinese, Korean and Arabic. Additionally, he has published over 120 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, Austria, Australia, New Zealand, Singapore, Malaysia, France, 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 190 journals in the Emerald database in 1999. Jay’s article on “Service Orientation” received the best paper award at the 2006 International CHRIE conference. Jay’s article on “customer loyalty” is the most downloaded and most cited article in the International Journal of Contemporary Hospitality Management for the past 8 years. 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. Jay is one of the founders and directors of Kochi International Business School (KiBS), India. Additionally, as an entrepreneur, he holds two patents in his name in the US as unique inventions.

Refereed Publications

1. Solnet, D., Kandampully, J. & Kralj, A. (2010) Legends of Hospitality Service Excellence: The habits of seven highly effective companies, Journal of Hospitality Marketing and Management.

2. Kandampully, J., Juwaheer, T, & Hu, H. (2010) The influence of a hotel firm’s quality of service and image and its effect on tourism customer loyalty, Journal of Hospitality and Tourism Administration, 11 (4).

3. Nadiri,H., Kandampully, J. & Hussain, K. (2010) Students’ perceptions of service quality in higher education, Total Quality Management and Business Excellence, Vol. 20 (5). 523-535.

4. Kim, J.H, Kim, M. & Kandampully, J. (2009) Buying environment characteristics in the context of e-services, European Journal of Marketing, 43, (9/10) 1188-1204.

5. Nardiri, H., Kandampully, J. & Hussain, K. (2009) Zone of tolerance for Banks: A diagnostic model of service quality, Service Industries Journal, 29 (11). 1547- 1564.

6. Hu, H,. Kandampully, J. & Juwaheer, T. (2009) Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction and Image: An empirical study, Service Industries Journal, 29 (2). 111-125

7. Solnet, D. & Kandampully, J. (2008) How some service firms have become part of ‘service’ excellence’ folklore – an exploratory study, Managing Service Quality, 18 (2), 179-193.

8. Nusair, K. & Kandampully, J. (2008) The antecedents of customer satisfaction with online travel services: A conceptual model, European Business Review, 20 (1), 4-19.

9. Kandampully, J. & Hu, H. (2007) Do hoteliers need to manage image to retain loyal customer? International Journal of Contemporary Hospitality Management, 19(6), 435-443.

10. Kim, J.H, Kim, M. & Kandampully, J. (2007) The impact of buying environment characteristics of retail websites, Service Industries Journal, 27 (7), 865-880.

11. Agus, A., Barker, S & Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service. International Journal of Quality and Reliability Management, 24(2), 177-190.

12. Kandampully. J and Kandampully. R (2007) Competing in the future: How can firms nurture service superiority in Service excellence –Innovative aspects for the creation of outstanding services (eds) Gouthier,M., Coenen, C., Schulze, H. and Wegmann, C. Gabler, Betriebswirt.-Vlg, Germany.

13. Wang, Y,. Kandampully, J., Lo, H.P & Shi, G. (2006) The role of brand equity and corporate reputation in CRM: A Chinese study, Corporate Reputation Review, 9(3), 179-197.

14. Kandampully, J. (2006). The new customer-centered business model for the hospitality industry. International Journal of Contemporary Hospitality Management, 18(3), 173-187.

15. Kandampully, J. & Kandampully, R. (2006) “Service System: a strategic approach to innovate and manage service superiority” in Managing Tourism and Hospitality Services, (eds) Bruce Prideaux, Gianna Moscardo and Eric Laws, CABI Publishing, UK.

16. 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.

17. 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.

18. 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.

19. 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.

20. 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.

21. 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.

22. Kandampully, J. (2003), “B2B relationships and networks in the internet age”, Management Decision, Vol. 41 No. 5, pp. 443-451.

23. 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.

24. 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.

25. 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.

26. 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.

27. 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.

28. Kandampully, J., Mock, C. and Sparks, B. (2001), Service Quality Management in Hospitality, Tourism and Leisure, Haworth Press, USA.

29. 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.

30. 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.

31. 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.

32. 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.

33. 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.

34. Anotonacopoulou, E.P. and Kandampully, J. (2000), “Alchemy: The transformation to service excellence”, The Learning Organization,Vol. 7 No. 1, pp. 13-22

Dr. Jay Kandampully

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