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 the CTF International Fellow at the University of Karlstad, Sweden and International Fellow at the University of Namur, Belgium. Jay served as the Editor-in-Chief of the Journal of Service Management (JOSM) for the past 14 years and serves on the editorial advisory board of many refereed international journals. Jay is cited by Stanford University’s Index 2021 of top 2% scientists in their fields, based on citations of research and was cited by Stanford University Index 2024 for career-long impact. Jay received the EHE (OSU) distinguished Research Award (2024) and Distinguished Research Champion Award 2025. 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 of senior management roles in Europe, India and in the USA. Jay has written and edited eleven books. His latest two books are: Service Management Principles: For Hospitality and Tourism in the Age of Digital Technology (2024; co-authors David Solnet and Anil Bilgihan) and Service Management and Marketing Principles: Competing in the Service Economy (2024; Co-author David Solnet). Additionally, he has published over 130 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service brands and service innovations.  As an academic he lived and worked in New Zealand and Australia prior to moving to the USA. He serves as the Chair of 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., 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
  2. 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.
  3. 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.
  4. 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
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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.
  19. 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
  20. 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