Jay Kandampully

Headshot of Jay Kandampully

Professor, Department of Human Sciences

Program Area: Consumer Sciences

(614) 688-4583
kandampully.1@osu.edu

Biography

Jay Kandampully is a professor of Service Management and Hospitality in the Department of Human Sciences. He also serves as visiting professor at University of Naples Federico II, Italy and at Furtwangen University, Germany. 

Kandampully is the Editor in Chief of the Journal of Service Management (JOSM) and serves on the editorial advisory board of 10 refereed international journals. He serves as the CTF International Fellow at the University of Karlstad, Sweden and International Fellow at the University of Namur, Belgium.

He holds a PhD in service quality management, and an MBA, specializing in services marketing, both from the University of Exeter, England. His professional qualification is 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.

Kandampully was instrumental in developing service marketing/management programs at the University of Alaska in Fairbanks, Lincoln University in New Zeland and at the University of Queensland, Australia.

Kandampully’s most recent book is entitled “Service Management Principles for Hospitality and Tourism” (coauthor David Solnet). Kandampully is the author of the bestselling textbook “Services Management: The New Paradigm in Hospitality” (translated into Chinese), and the lead editor of the book, “Service Quality Management”, (translated into Chinese, Korean and Arabic). He is the editor of the following books: “Service Management: The new Paradigm in Retailing” (this book is translated into Chinese); “Service Management in Health and Wellness Services”; “Customer Experience Management: Enhancing Experience and Value through Service Management.”

Additionally, he has published more than 130 articles and has presented numerous papers at international conferences on issues relating to service management and marketing, service brands and service innovations. Jay is cited by Stanford University’s Index 2021 of top 2% scientists in their fields, based on citations of research.  

Education

  • PhD, School of Business and Economics, University of Exeter, U.K., 1994
    • Dissertation topic: Service Quality Management
  • MBA, School of Business and Economics, University of Exeter, U.K., 1990
    • Dissertation topic: Services Marketing
  • HCIM, Hotel Catering and Institutional Management, University College Birmingham, Birmingham, U.K., 1987
  • HM, Hotel Management, Institute of Tourism and Hotel Management, Schloss Klessheim, Salzburg, Austria, 1981

Research Interests

Experience

Service

  • Editor-in-Chief : Journal of Service Management
  • Chair: Service Education Research and Innovation Initiative.
  • Chair: International Research Symposium in Service Management
  • Serves on the Editorial Advisory Board Member of the following Journals:
    1. Journal of Service Theory and Practice
    2. International Journal of Contemporary Hospitality Management
    3. International Journal of Services, Economics and Management
    4. International Journal of Service Management and Sustainability
    5. Management Decision
    6. Journal of Quality Assurance in Hospitality and Tourism
    7. Tourism Today
    8. Asia-Pacific Journal of Innovation in Hospitality and Tourism
    9. The International Journal of Sustainable Hospitality
    10. Research in Hospitality Management

Selected Publications

Books Published

  1. J. Kandampully, Solnet, D., and Bilgihan, A. (2024) Service Management Principles for Hospitality and Tourism in the age of Digital Technology, Kendall Hunt Publishing Company, USA (Fourt Edition).
  2. J. Kandampully and Solnet, D (2024) Service Management Principles: Competing in the Service Economy, Taylor & Francis, UK.
  3. J. Kandampully and Smyczek, S.,(2023) International Service Management in the Context of Sustainable Development (ed) The Publishing House of University of Economics in Katowice, Poland.
  4. J. Kandampully and Solnet, D., (2018) Service Management Principles for Hospitality and Tourism, Kendall Hunt Publishing Company, USA (Third Edition).
  5. J. Kandampully and Solnet, D., (2015) Service Management Principles for Hospitality and Tourism, Kendall Hunt Publishing Company, USA (Second Edition). 
  6. J. Kandampully (2014) Customer Experience Management: Enhancing Experience and Value through Service Management. (ed), Kendall Hunt Publishing Company, USA.
  7. J. Kandampully (2013) Service Management in Health and Wellness Services. (ed), Kendall Hunt Publishing Company, USA.
  8. J.Kandampully (2011) Service Management: The new paradigm in retailing. (ed) Springer, USA. This book has been commissioned for translation and publication in Chinese.
  9. J.Kandampully (2006) Services Management: The new paradigm in hospitality. (Second Edition) Prentice Hall, USA.
  10. J.Kandampully (2002) Services Management: The new paradigm in hospitality. (First Edition) Pearson Education Australia. Also published in Chinese.
  11. J.Kandampully, C.Mok and B. Sparks (2001) Service Quality Management in Hospitality, Tourism and Leisure, (Eds) Haworth Press, USA.Published in Chinese, Korean and Arabic.

Journal Articles

  1. Wang, B., Zhang, B., Kandampully,J., Xie,F., and Wang, J. (2024) Assertive + machine-written and non-assertive + human-written just feel right: how do language assertiveness and typeface interact to impact environmental messaging persuasiveness in tourism?, Journal of Sustainable Tourism, pp 1-23. https://doi.org/10.1080/09669582.2024.2388094
  2. Live-Tarandach,R., Ball, J., Arora, P., Yemiscigil, A., and Kandampully, J. (2024) A 5C model of responsible service leadership: learning from living systems to play the infinite game. Journal of Service Management, Vol. 35 No. 4, pp. 525-546. https://doi.org/10.1108/JOSM-12-2023-0506
  3. ogicevic, V., Liu, S.Q., Kandampully, J., Seo, S., and Rudd. N. (2024) Experiential Marketing to Gen Z: Fine-Tuning Brand Experience through Virtual Reality, Journal of Hospitality & Tourism Research, 1-15 https://doi.org/10.1177/10963480241256564
  4. Yu,X., Huang, H., Liu, S.Q., Wu, L., and Kandampully, J. (2023) How consumption ritual affects group versus solo diners, International Journal of Hospitality Management, 115 (2023) 103583 - IF 11.7 https://doi.org/10.1016/j.ijhm.2023.103583
  5. Kandampully, J. Bilgihan, A., van Riel, A., and Sharma, A. (2023) Holistic and Experience- Oriented Service Innovation in Hospitality: Co-creating sustainable value with employees, customers and society, Cornell Hospitality Quarterly, 1-23; https://DOI: 10.1177/19389655221108334 IF 3.75
  6. Kandampully, J., Bilgihan, A., and Amer, M, S. (2023) Linking Servicescape and Experiencescape: Creating a Collective Focus for the Service Industry, Journal of Service Management, Vol. 34 No.2, pp. 316-340. https://doi.org/10.1108/JOSM-08-2021-0301 IF 10.6
  7. Wang, B., Xie, F., Kandampully, J. & Wang, J. (2022). Increase hedonic products purchase intentions through livestreaming: the mediating effects of mental imagery quality and customer trust. Journal of Retailing and Consumer Services. Vol. 69 Nov 2022. https://doi.org/10.1016/j.jretconser.2022.103109 IF 10.9
  8. Marimuthu, M., Taghizadeh, S. K., and Kandampully, J. (2022) Understanding the process of patient empowerment and their well-being in the context of outpatient services, The TQM Journal. Vol. 34 No. 6, pp. 1713-1731. https://doi.org/10.1108/TQM-07-2021-0202. IF 0.646
  9. Kandampully, J., Bilgihan, A., Li, K, D., (2022) Unifying Technology and People: Revisiting Service, Service Industries Journal, Vol. 42 (1-2) pp21-41, DOI: 10.1080/02642069.2021.1965578 IF 9.4
  10. Kandampully, J., Bilgihan, A., Bujisic, M., Kaplan, A., Jarvis, C., Shukla, Y., (2021) Service Transformation: How can it be achieved?, Journal of Business Research, 136 (2630) pp.219-228. IF 10.9
  11. O’Connor, G., Myrden, S., Alkire, L., Kocher, S., Lee, K., and Kandampully, J (2021) Digital Health Experience: A Regulatory Focus Perspective, Journal of Interactive Marketing. Vol. 56 (1) pp 121-136. IF 11.8 https://doi.org/10.1016/j.intmar.2021.07.002
  12. Li,Y., Kandampully, J., Liu S. Q., Bujisic, M. (2021) Towards a Lifestyle Experience: A Phenomenological Conceptualization and Scale Development in the Hotel Context, Tourism Management, Vol.87 IF 12.8 doi.org/10.1016/j.tourman.2021.104388
  13. Bogicevic, V., Liu, Q.S., Seo, S., Kandampully, J., and Rudd, N. A. (2021) “Virtual reality is so cool! How technology innovativeness shapes consumers response to service preview modes, International Journal of Hospitality Management”, Vol.93. IF 11.7 https://doi.org/10.1016/j.ijhm.2020.102806
  14. Wang, B., Liu, S.Q., Kandampully, J., Bujisic, M. (2020), “How Color affects Persuasiveness of Taste-versus health-focused messages in Restaurant Advertising, Journal of Advertising, 49 (5) IF 9.3 DOI: 10.1080/00913367.2020.1809575.
  15. Line, N., Dogru, T., Buoye, A., El-Manstry, D., Kandampully, J., and Malthouse, E. (2020) Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry, Tourism Management, 80, 104106. IF 12.8
  16. Huang, H., Liu, S.Q., Kandampully,J., and Bujisic, M. (2020) Consumer Responses to Scarcity Appeals in Online Booking, Annals of Tourism Research, 80 – 102800. IF 12.8
  17. Aksoy, L., Alkire, L., Kandampully, J., Kemppainen, L., Kong, L., and McClelland, L. (2020) “The Role of Service Firms in Societal Health: The case of Symbiotic Value”. Journal of Service Management, Vol.31 (5) 1041-1058. IF 10.6
  18. Aksoy, L., Benoit, S., Joag, S., Kandampully, J., Keiningham, T., and Yan, A. (2020) Enterprise Feedback Management (EFM): What Lies Beyond the Hype?, Journal of Service Management, Vol. 32 (1). IF 10.6
  19. Kandampully, J and Solnet, D. (2019) Competitive Advantage through Service in Hospitality and Tourism: A Perspective Article, Tourism Review, Vol.75 (1) 247-251. IF 7.68
  20. Clarke, C.M.A., Buoye, A., Keiningham, T., Kandampully, J., Rosenbaum, M and Juraidini, A. (2019), "Some Foundational Factors for Promoting Human Flourishing," Humanistic Management Journal. Vol. 4, (2) 219-233.