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Jay Kandampully
Campbell Hall 266
(614) 688-4583
jkandampully@ehe.osu.edu
Professor
View Jay Kandampully's curriculum vitae.
Ph.D 1994, University of Exeter, UK.
Service Quality Management
MBA. 1990, University of Exeter, UK
Services Marketing
Hotel Catering and Institutional Management. 1987
Birmingham College of Food, UK
Hotel Management. 1981
Institute of Tourism and Hotel Management, Klessheim, Salzburg, Austria.
Services management and marketing, service delivery and quality management, and hospitality management; his current interests include service networks, new business models in the age of technology, relationship marketing, business clusters and alliances, Technology and its contributions to services.
Refereed Journal Publications
Nardiri, H., Kandampully, J. & Hussain, K. (2009) Zone of tolerance for Banks: A diagnostic model of service quality from youth market, Service Industries Journal, 29 (9). (forthcoming).
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). (forthcoming)
Nusair, K. & Kandampully, J. (2008) The antecedents of customer satisfaction with online travel services: A conceptual model, European Business Review, 20 (1) (forthcoming).
Kandampully, J. & Hu, H. (2007) Do hoteliers need to manage image to retain loyal customers? International Journal of Contemporary Hospitality Management, 19(5). (forthcoming).
Kim, J.H, Kim, M. & Kandampully (2007) The impact of buying environment characteristics of retail websites, Service Industries Journal, 27 (7). (forthcoming)
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) (forthcoming).
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.
Kandampully, J. (2006). The new customer-centered business model for the hospitality industry. International Journal of Contemporary Hospitality Management, 18(3), 173-187.
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, Oxfordshire, UK., 94-103.
Kandampully, J. (2006). Services Management: the new paradigm in hospitality, Second Edition, Prentice Hall, Upper Saddle River, USA.
Solnet, D. & Kandampully, J. (2005). Service orientation as a strategic initiative: A conceptual model and exemplars. Alliance Journal of Business Research, 1(2), 1-20.
Kandampully, J. & Promsivapallop, P. (2005). Service networks: A strategy to match customer needs, service offer and operational activities. Journal of Hospitality and Leisure Marketing, 12(2), 101-117.
Suh, J., Baker. S., Pegg, S. & 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, 6(1/2), 43-64.
Mohammad, T., Barker, S., & Kandampully, J. (2005). Multicultural student perceptions of fast food restaurant brands: An Australian study. Journal of Hospitality and Leisure Marketing, 12(4), 93-117.
La, K.V., & Kandampully, J. (2004). Market oriented learning and customer value enhancement through service recovery management. Managing Service Quality, 14(5), 390-401.
Lee, S., Barker, S., & Kandampully, J. (2003). Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives. Managing Service Quality, 13(5), 423-432.
Kandampully, J. (2003). B2B relationships and networks in the internet age. Management Decision, 41(5), 443-451.
Kandampully, J., & Suhartanto, D. (2003). The role of customer satisfaction and image in gaining customer loyalty in the hotel industry. Journal of Hospitality & Leisure Marketing, 10(1/2), 3-25.
Chapman, R.L., Soosay, C., & Kandampully, J. (2003). Innovation in logistic services and the new business model: A conceptual framework. International Journal of Physical Distribution and Logistics Management, 33(7), 630-650.
Lassen, H., Kandampully, J., & 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, 12(4), 257-264.
La, V.K., & Kandampully, J. (2002). Electronic retailing and distribution of services: Cyber intermediaries that serve customers and service providers. Managing Service Quality, 12(2), 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, 5(1), 18-26.
Kandampully, J., & Butler, L. (2001). Service guarantees: A strategic mechanism to minimize customers’ perceived risk in service organisations. Managing Service Quality, 11(2), 112-121.
Kandampully, J., & 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, 2(1), 27- 47.
Refereed Conference Publications
Hu, H., Kandampully, J. & Juwaheer, T. (2006)An Empirical Study of Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction and Image, Asia Pacific CHRIE, Taiwan, June.
Solnet, D. & Kandampully, J. (2006) Competitive advantage through service-orientation: Strategic directions for the hospitality industry, I-CHRIE, USA, July.
Choi, G. & Kandampully, J. (2006) Why, When, and How Word of Mouth Emerges in the Cafeteria Settings, I-CHRIE, USA, July.
Solnet, D. & Kandampully, J. (2006) Underpinning Service Quality with Organizational Service Climate, CAUTHE - Conference, Melbourne, Australia, February.
Chattaraman, V. & Kandampully, J.(2006) Core and Peripheral Retail Service Framework for Targeting Ethnic Consumer Groups, EIRASS - conference, Budapest, June.
Kim, J.H. & Kandampully, J. (2006) The Impact of Buying Environment Characteristics in Online Apparel Websites as a Driver of Competitive Strategy, EIRASS - Conference, Budapest, June.
Kandampully, J. & Solnet, D. (2005) Competing through Service-Orientation: A strategic direction for the hospitality industry, Euro-CHRIE Conference, Paris, October.
Ha, S. & Kandampully, J. (2005) The Dynamics of service quality, satisfaction, value and behavioural intention within an apparel online shopping context, Seoul International Clothing and Textile Conference, Seoul, August .
Kandampully, J. (2005) The Increasing Importance of Quality and Value in Hospitality and Tourism Services, I-CHRIE Conference, Las Vegas, July.
Hu, S. & Kandampully, J. (2005) Relationships and Impacts of Service Quality, Customer Satisfaction, Perceived Value and Image: A Conceptual Model, I-CHRIE Conference, Las Vegas, July.
Paulsen, N., Solnet, D. & Kandampully, J. (2005) The role of service climate and employee identification: Implications for re-branding hotels, EIRASS - conference, Orlando, July.
Kwon, W.S. & Kandampully, J. (2005) A Model of the Effect of Customer Satisfaction/Dissatisfaction on Loyalty through Image Adjustment in the Apparel Industry. EIRASS conference, Orlando, July.
Park, M. & Kandampully, J. (2005) Impact of Site Atmospherics on Online Shoppers’ Mood, Perception of Website Quality, Satisfaction and Loyalty. EIRASS- conference, July.
Ha, S. & Kandampully, J. (2005) Consumer loyalty and its antecedents in online service dynamics: an application to apparel online shopping. EIRASS- conference, July.
Kandampully, J. (2004) The increasing future importance of quality and value in leisure and tourism services. Leisure Futures: Shaping the future of the tourism and Leisure Industry conference, Bolzano, Italy, November.
Kandampully, J. & Solnet, D. (2004) Organizational turnaround: Service orientation focus and the role of service climate. AMA’s Frontiers in Services Conference, University of Miami, October.
Kandampully, J. & Promsivapallop, P. (2004) Service Outsourcing: A strategy to enhance value in the hospitality industry. International CHRIE conference, July.
Kandampully, J. & Promsivapallop, (2004) Managing Service Networks: an approach to enhance value. QUIS-9 (Quality in Services Conference), Sweden, June..
Bryceson, K. & Kandampully, J. (2004) The Balancing Act: “E” Issues in the Agri-Industry Sector. McMaster World Congress, Canada, January.
Kandampully, J. (2002) Technology and its Role in Enhancing the Collective Efficiency of Service Organizations: A Conceptual Framework. QUIS –8 (Quality in Services) conference, Victoria University, Victoria, Canada, June.
Kandampully, J. & La, K.V. (2002) Technological Innovation and Quality in Services. Quality, Innovation and Knowledge Conference, Kuala Lumpur, February.
Kandampully, J. & Mohd, R.M.S. (2002) Enhancing the Strategic Competitive Advantage of Human Assets Through Innovation and Intellectual Knowledge. Quality, Innovation and Knowledge Conference, Kuala Lumpur, February.
Kandampully, J. & La, K.V. (2001) Competitive Advantage through the Integration of Customer Satisfaction, Relationship Marketing and Loyalty. New Horizons in Services Marketing, eds. G.Elliott and J. Barnes, AMA Services Marketing conference proceedings; Sydney, May.
Book Chapters
Kandampully, J. & Kandampully, R. (2005) “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, Wallingford, UK.
Kandampully, J. & Duddy, R. (2002) “The Impact of Technology on Human Resources in the Hospitality Industry” in Human Resource Management in International Hospitality, Travel and Tourism, (eds) D'Annunzio-Green, N. Maxwell, G. and Watson, S.; Continuum Publications, London, UK.
Kandampully, J. (2001) “Service Guarantee: An Organisation’s Blueprint to Assist the Delivery of Service Quality” in Service Quality Management in Hospitality, Tourism and Leisure, (eds) Kandampully, Mok and Sparks, Haworth Press, USA.
Book
Title: Services Management: the new paradigm in hospitality. (Second Edition) Prentice Hall, USA. 2006
Edited Books
Title: Service Quality Management in Hospitality, Tourism and Leisure, (Eds) Kandampully, Mok and Sparks, Haworth Press, USA, 2001
Co-Editors: Professor Connie Mok, University of Houston. USA. & Professor Beverley Sparks, Griffith University. Australia.
This book has been commissioned for publication into Korean and Arabic.