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 4th 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