Jay Kandampully

Headshot of Jay Kandampully

Professor, Department of Human Sciences

Program Area: Consumer Sciences

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

Biography

Dr. Jay Kandampully is a Professor of Service Management and Hospitality at The Ohio State University, USA. He serves as a CTF International Fellow at Karlstad University, Sweden, and as an International Fellow at the University of Namur, Belgium. Jay has made sustained and influential contributions to the field of service management through his scholarship and editorial leadership. He served as Editor-in-Chief of leading service journals for 24 years, including 14 years as Editor of the Journal of Service Management (JOSM) and 10 years as Editor of Managing Service Quality (MSQ), which was later renamed the Journal of Service Theory and Practice. He currently serves on the editorial advisory boards of several refereed international journals. Jay is listed in Stanford University’s Index of the world’s top 2% of scientists (2021), based on research citations, and was again recognized in the 2024 Stanford University Index for career-long research impact. In recognition of his scholarly contributions, Dr. Kandampully received The Ohio State University’s EHE Distinguished Research Award in 2024 and the Distinguished Research Champion Award in 2025. Jay holds a PhD in Service Quality Management and an MBA with a specialization in Services Marketing from the University of Exeter, England. He also holds professional qualifications in Hotel Management from institutions in Salzburg, Austria, and University College Birmingham, UK. His academic background is complemented by nine years of senior management experience across Europe, India, and the United States. Jay has authored and edited eleven books. His most recent publications include Service Management Principles: For Hospitality and Tourism in the Age of Digital Technology (2024, with David Solnet and Anil Bilgihan) and Service Management and Marketing Principles: Competing in the Service Economy (2024, with David Solnet). In addition, he has published over 130 refereed journal articles and has presented extensively at international conferences on service management and marketing, service experience, and service innovation. His research has received more than 25,000 citations. Prior to moving to the United States, Jay lived and worked in New Zealand and Australia. He currently serves as Chair of the International Research Symposium in Service Management (IRSSM).

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

  • 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 Services, Economics and Management
    3. International Journal of Service Management and Sustainability
    4. Management Decision
    5. Journal of Quality Assurance in Hospitality and Tourism
    6. Tourism Today
    7. Asia-Pacific Journal of Innovation in Hospitality and Tourism
    8. The International Journal of Sustainable Hospitality
    9. 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., Li, Liping.,Kandampully, J., & Wang, Jin. (2025) Storytelling in Cultural Tourism: The Role of Language, Guides, Authenticity and Experience in Shaping Tourist Responses, Tourism Review, on early cite (Dec 2025) https://doi.org/10.1108/TR-05-2025-0529
  2. Yang, T., Wang, B., Kandampully, J., Xiao, H. (2025). Medicine or cuisine? Message framing of medicinal cuisine in hospitality, International Journal of Contemporary Hospitality Management. (forthcoming)
  3. Liu,S.Q., Bilggihan,A., & Kandampully,J. (2025): The intersection of technology, sustainability, and consumer experiences in hospitality and tourism for new horizons, Journal of Hospitality and Tourism Horizons, 1(2), 87-109.
  4. Wang, B., Shu, M., Liu, Y., & Kandampully, J (2025): Does your destination have the right logo? A story of circularity versus angularity, destination stereotype, perceived fit, and fluency, Journal of Hospitality and Tourism Management. https://doi.org/101301.10.1016/j.jhtm.2025.101301
  5. Wang, B., Han,Y., Xie,F., & Kandampully, J & Duan, Q. (2025): To whom does service robot anthropomorphism appeal? The roles of customer social context, power, and perceived social connectedness, The Service Industries Journal, DOI: 10.1080/02642069.2025.2460597
  6. Wang, B. , Liu, Y.,  Kandampully, J. ,  & Du, M., (2025). Normal-sized for female chef, oversized for male chef? The effects of gender and body size stereotypes on food purchase intentions. International Journal of Hospitality Management, 126, 104081.
  7. Wang, B., Han, Y., Kandampully, J., & Lu, X., (2025). How language arousal affects purchase intentions in online retailing? The role of virtual versus human influencers, language typicality, and trust, Journal of Retailing and Consumer Services, 82, 104106. https://doi.org/10.1016/j.jretconser.2024.104106.
  8. Wang, B., Dong, T., Liu, Y., Kandampully,J., andTang, Z. (2024) Males or females in solo or group travel: how do they impact travel intentions of potential tourists with different self-construals?Current Issues in Tourism. https://doi.org/10.1080/13683500.2024.2417713
  9. 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
  10. 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
  11. Bogicevic, 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, 1-15https://doi.org/10.1177/10963480241256564
  12. 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 11.7https://doi.org/10.1016/j.ijhm.2023.103583
  13. 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
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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
  19. 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
  20. 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
  21. 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
  22. 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.
  23. 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
  24. 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