Jay Kandampully

Office Address Home Address

*** ******** **** **** ******* Court

**** **** ****** ********, ** 43235

Columbus, OH 43210, USA USA

Tel: Int +1-614-***-**** Tel: Int +1-614-***-****

Fax: Int +1-614-***-****

e-mail: abqq6x@r.postjobfree.com e-mail: abqq6x@r.postjobfree.com

Position held

Professor of Services Management and Hospitality, OSU.

Arthur Fellow, Initiative for Managing Services, Fisher College of Business, OSU.

International Fellow, CTF Service Research Center, Karlstad University, Sweden.

International Fellow, University of Namur, Belgium.

Educational qualifications

1. Ph.D; Doctor of Philosophy in Management: Doctoral research on Service Quality

Management (School of Business and Economics, University of Exeter, U.K. 1994)

2. M.B.A; Master of Business Administration: Dissertation focus on Services Marketing

(School of Business and Economics, University of Exeter, U.K. 1990).

3. H.C.I.M; Hotel Catering and Institutional Management: University College

Birmingham, Birmingham, U.K. 1987)

4. H.M; Hotel Management: Institute of Tourism and Hotel Management, Schloss

Klessheim, Salzburg, Austria 1981)

5. Food Service Management: Institute of Hotel Management Catering Technology &

Applied Nutrition, Bombay, India 1978)

6. Canning and Food Preservation: Institute of Hotel Management Catering & Nutrition,

Pusa, New Delhi, India 1977)

7. BSc: Zoology as major, chemistry and botany as minors.(Faculty of Science, University of

Calicut, India 1975)

Academic appointments

1. Associate Professor and the Head of the Services Management and Hospitality division,

and Director of graduate programs, School of Tourism and Leisure Management, The

University of Queensland (February 2000-January 2003).

2. Senior lecturer in Services Management and Hospitality, Commerce Division, Lincoln

University, Canterbury, New Zealand (February 1995 January 2000).

3. In charge of Alaskan Institute of Tourism and post doctoral research fellow, University

of Alaska Fairbanks, Fairbanks, Alaska, U.S.A (August 1994 - December 1995).

4. Assistant Professor of Marketing, University of Alaska Fairbanks, Fairbanks, Alaska,

U.S.A. (January - July 1994) .

5. Part-time lecturer:- School of Business and Economics, University of Exeter, U.K,

(1990 -1993)

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Visiting Professor

Nanjing University of Science and Technology, China ( 2007 continuing)

Subject taught: Service Management E-MBA

University of Furtwangen, Faculty of Product Engineering, Germany (2010 continuing)

Subject taught: Service Management Masters/MBA

University of Applied Sciences, MCI, Innsbruck, Austria (2005 - continuing)

Subject taught: Service Management and Hospitality - Undergraduate

University of Tartu, Parnu College, Estonia. (2011- continuing)

Subject taught: Service Management Masters/MBA

Teaching interests

1. Services management

2. Managing service delivery: linking operation, marketing and human resources

3. Customer focus, service orientation and service experience

4. Service innovation, relationship, networks and alliances

5. Services management in hospitality

Teaching recognitions

Excellence in Teaching: student evaluations, University of Queensland, Australia, 2001

Excellence in Teaching: student evaluations, Lincoln University, NZ, 1998.

Excellence in Teaching: student evaluations, Lincoln University, NZ, 1997.

Research interests

1. Services management and service innovation

2. Service experience and service delivery management

3. Customer focus and Service orientation

4. Technology and its impact on services

5. e- services and retail services

6. Service management and marketing of the hospitality and tourism industry

Prestigious research awards

Outstanding Service Award for 2010 Literati award for excellence.

Best paper Award, 2006, for the article Competitive advantage through service-

orientation: Strategic directions for the hospitality industry International CHRIE

Conference, refereed paper stream.

Highly Commended Award and Citation of Excellence Award, 1999, for the article

Competitive Advantage through Anticipation, Innovation and Relationships, in the

journal Management Decision, Vol. 37, No.1. This article has also been identified as the

4th most read article of all the 140 MCB journals in the Emerald database in 1999.

Winner of the Literati Award for Excellence 1998, for the most outstanding paper

published in the 1997 volume of the journal Managing Service Quality .

Winner of the Fund for Excellence award for research, on Service Leadership,

awarded by Lincoln University, New Zealand, 1998.

Editor (Since March 2010)

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Editor in Chief Journal of Service Management

Journal of Service Management, is presently at Volume 23, Five issues per year, a refereed

journal published by Emerald Publications, UK. This is an ISI/SSCI rated journal (impact

rating around 1.56 - 2009).

Editor (2001-2010) - ISI/SSCI (Social Sciences Citation Index) from 2010

Served as Editor-in-Chief - of the international journal Managing Service Quality, presently at

Volume 22, six issues per year, a refereed journal published by Emerald Publications, UK.

MSQ was presented with the Golden Page Award for 2002 and 2003.

Leading Editor Award, Literati Club, 2004.

Literati Award for Excellence Outstanding Service Award - 2010

Book review editor (2001-2010)

Served as the book review editor for The Journal of Services Marketing.

Special issue editor

Special issue co-editor Services Management in Marketing Journal of

Hospitality and Leisure Marketing, 2005.

Special issue co-editor Management and Marketing of Services a Competitive

Advantage in Foodservice Industry Journal of Foodservice Business Research,

2004.

Special issue editor Relationship Marketing in the Service Sector Vol.16 of Journal

of Services Marketing in the year 2002.

Special issue editor Managing Service Quality in Hospitality and Tourism Vol. 10,

No.6 of Managing Service Quality journal in the year 2000.

Journal editorial advisory board member

1. Journal of Services Marketing

2. Management Decision

3. Managing Service Quality

4. European Journal of Business Research

5. Alliance Journal of Business Research.

6. International journal of Strategic Change Management

7. International Journal of Contemporary Hospitality Management

8. Journal of Hospitality Marketing and Management

9. Journal of Quality Assurance in Hospitality and Tourism

10. Journal of Hospitality and Tourism Education

11. Tourism Today

12. Asia-Pacific Journal of Innovation in Hospitality and Tourism

13. The International Journal of Sustainable Hospitality

Professional Positions Held Outside OSU

Serves as the founder and Chair of Service Education, Research and Innovation (SERI)

Initiative.

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Serves as the founding Chair of the International Research Symposium in Service

Management (IRSSM).

Serves on the sales and marketing advisory board of the Columbus Convention Bureau.

Serves as one of the directors of Classic Productions, INC, that manage Arnold s Sports

Festival, Columbus, Ohio.

Refereed journal publications

1. Wang, Y, Kandampully, J & He, J. (2013) "Tailoring customization services:

Effects of customization mode and consumer regulatory focus", Journal of

Service Management, 24 (2).

2. Park, S.H and Kandampully, J. (2012) The Antecedents and Consequences of

Hospitality Brand Image: Based on Keller s Customer-Based Brand Equity,

Alliance Journal of Business Research, Vol. 7 (3) forthcoming.

3. Hwang, J., & Kandampully, J. (2012). The Role of Self-Construal and Emotions in

Younger Consumers Commitment to Luxury Brands. The Research Journal of the

Costume Culture, 20 (4), 1-12.

4. Solnet, D., Hood, A. & Kandampully, J. (2012) Generation Y as hospitality

industry employees: An examination of work attitude differences, Journal of

Applied Management and Entrepreneurship, 17 (3), 36-54.

5. Hwang, J., and Kandampully, J. (2012) The Role Of Emotional Aspects In

Younger Consumer-Brand Relationships. The Journal of Product & Brand

Management, Volume 21, (2) 98-108.

6. Robertson, N., McQuilken, L. and Kandampully, J (2012) Self-Service

Technology Recovery: Conceptualising the Role of Guarantees Journal of

Consumer Behaviour, 11, (1) 21-30.

7. Kim, J.H, Kim, M. & Kandampully, J (2011) The Impact of E-retail Buying

Environment Characteristics on E-satisfaction and Purchase intent, International

Journal of Service Science, Management, Engineering, and Technology, 2(3), 1-19,

July-September.

8. Nadiri,H., Hussain, K, & Kandampully, J. (2011) Zones of Tolerance for Higher

Educaiton Services: A Diagnostic Model of Service Quality Towards Student

Services, Education and Science, Vol. 35, (159) 112-125.

9. Kandampully, J. Juwaheer, T.D., and Hu, H.H (2011) The Influence of a Hotel

Firm s Quality of Service and Image and its Effect on Tourism Customer Loyalty,

International Journal of Hospitality & Tourism Administration, Vol.12 (1), 21- 42

10. Schubert, F., Kandampully, J., Solnet, D., & Hood, A. (2011) Consumer

Perceptions of Green Restaurants in the US, Tourism and Hospitality Research,

Vol. 10 (4) 268-300.

11. Solnet, D., Kandampully, J. & Hood, A. (2010) Legends of Hospitality Service

Excellence: The habits of seven highly effective companies, Journal of

Hospitality Marketing and Management, Vol. 19 (8) 889-908.

12. 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.

13. 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.

14. 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.

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15. 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

16. 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.

17. Nusair, K. & Kandampully, J. (2008) The antecedents of customer satisfaction

with online travel services: A conceptual model, European Business Review, 20

(1), 4-19.

18. 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.

19. Kim, J.H, Kim, M. & Kandampully, J. (2007) The impact of buying environment

characteristics of retail websites, Service Industries Journal, 27 (7), 865-880.

20. 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.

21. 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.

22. Kandampully, J. (2006). The new customer-centered business model for the

hospitality industry. International Journal of Contemporary Hospitality

Management, 18(3), 173-187.

23. 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.

24. 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.

25. 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.

26. 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.

27. La, K.V., & Kandampully, J. (2004). Market oriented learning and customer

value enhancement through service recovery management. Managing Service

Quality, 14(5), 390-401.

28. 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.

29. Kandampully, J. (2003). B2B relationships and networks in the internet age.

Management Decision, 41(5), 443-451.

30. 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.

31. 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.

32. 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.

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33. 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.

34. 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.

35. 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.

36. 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.

37. Kandampully, J. (2000). The impact of demand fluctuation on the quality of service:

A tourism industry example. Managing Service Quality, 10(1), 10-19.

38. Kandampully, J., & Menguc, B. (2000). Managerial practices to sustain service

quality: An empirical investigation of New Zealand service firms. Marketing

Intelligence and Planning, 18(4), 175-184.

39. Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry:

The role of customer satisfaction and image. International Journal of

Contemporary Hospitality Management, 12(6), 346-351.

40. Anotonacopoulou, E.P., & Kandampully, J. (2000). Alchemy: The transformation to

service excellence. The Learning Organization, 7(1), 13-22.

41. Kandampully, J., & Duddy, R. (1999). Relationship marketing: A concept beyond

the primary relationship. Marketing Intelligence and Planning, 17(7), 315-323.

42. Kandampully, J., & Duddy, R. (1999). Competitive advantage through anticipation,

innovation and relationships. Management Decision, 37(1), 51-56.

43. Kandampully, J., & Butler, L. (1998). Service guarantee: a strategic mechanism to

enhance feedback. The International Journal of Business Transformation, 1(3), 240-

244.

44. Kandampully, J. (1998). Service quality to service loyalty; A relationship which

goes beyond customer services. Total Quality Management Journal, 9(6), 431-443.

45. Wang, Z.H., Kandampully, J., & Ryan, C. (1998). Taiwanese visitors to New

Zealand - An analysis of attitudes. Pacific Tourism Review, 2(1), 29-41.

46. Wang, Z.H., Kandampully, J., & Ryan, C. (1998). Coach operators and Taiwanese

visitors to New Zealand - A gap analysis of attitudes. Pacific Tourism Review, 2(3),

251-259.

47. Kandampully, J. (1997). Quality management in retailing through a concept of

`SERVICE-PRODUCT' design. Total Quality Management Journal, 8(1), 41-53.

48. Kandampully, J. (1997). Firms should give loyalty before they can expect it from

customers. Managing Service Quality, 7(2), 92-94.

49. Kandampully, J., & Duddy, R. (1997). Shotover to quality: The world s most

exciting jet boat ride. Managing Service Quality, 7(5), 221-223.

50. Kandampully, J. (1995). Tourism in the south west: Present possibilities and future

projections. Journal of Interdisciplinary Economics, 6, 169-181.

Refereed conference publications

1. Jang, J., & Kandampully, J. (2013). LMX Differentiation and Unit-Level

Performance and its Impact on Customer Perceived Service Quality in the Restaurant

Industry: The Moderating Role of Organizational Justice Climate. Submitted at 18th

Annual Graduate Education and Graduate Student Research Conference in Hospitality

and Tourism, Seattle, WA, January 3-5.

2. Jang, J., & Kandampully, J. (2013) Promoting Creativity of Service Employees Using

Contextual Factors in Hotel Industry: The Mediating Role of Psychological

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Empowerment, presentation at the 18th Annual Graduate Student Research

Conference in Hospitality and Tourism, Seattle, WA, January 3-5.

3. Choi, H., Lomax, R & Kandampully, J. (2013) The Effect of Trust and Emotion on

Consumers Wellness Experience, presentation at the 18th Annual Graduate Student

Research Conference in Hospitality and Tourism, Seattle, WA, AL, January 3-5.

4. Choi, H., & Kandampully, J. (2013) Towards a VBN theory of Sustainable Tourism

Behavior, presentation at the 18th Annual Graduate Student Research Conference in

Hospitality and Tourism, Seattle, WA, AL, January 3-5.

5. Kim,S., & Kandampully, K. (2013) Brand Community Participation: Antecedents,

Outcomes, and Moderators, presentation at the 18th Annual Graduate Student

Research Conference in Hospitality and Tourism, Seattle, WA, AL, January 3-5.

6. Kim, S., & Kandampully, K. (2013) The Influence of eWOM Communications in

Consumer Review Websites: An application of Social Network Framework,

presentation at the 18th Annual Graduate Student Research Conference in Hospitality

and Tourism, Seattle, WA, AL, January 3-5.

7. Sukhu, A., Zhang, T. & Kandampully, J. (2012) Technology and its contributions in

the Health Care to Enhance Service and Operational Efficiency: An Exploratory

Study, Accepted for presentation at the Second Annual Conference for Positive

Marketing, New York, NY, November 1-2.

8. Jang, J., & Kandampully, J. (2012). An investigation of factors contributing to

employee performance and positive electronic word-of-mouth intention: The role of

emotional intelligence as a moderator. Accepted for presentation at the Second

Annual Conference for Positive Marketing, New York, NY, November 1-2.

9. Hwang, J., & Kandampully, J. (2012) Understanding the Impact of Service Provider

CSR on Consumer Responses to Pro-social Loyalty Programs. Accepted for

presentation at the Second Annual Conference for Positive Marketing, New York, NY

November 1-2.,

1. Kim, S., Lehto, X.Y., & Kandampully, J. (2012) Destination familiarity: its effect on

destination image and intention to visit The TOSOK International Tourism

Conference. Ulsan, South Korea. July 4-6, 2012.

2. Jang, J., & Kandampully, J. (2012). Promoting creativity of service employees using

contextual factors in hotel industry: The mediating role of psychological

empowerment. Submitted at 18th Annual Graduate Education and Graduate Student

Research Conference in Hospitality and Tourism, Seattle, WA, AL, January 3-5.

3. Kim,S., Jang, J., Choi, H., & Chung, J. (2012). An Application of Perceived Justice

with Regard to Restaurant Loyalty Program Evaluations. International Council on

Hotel, Restaurant, and Institutional Education Conference (I-CHRIE), Providence,

Rhode Island, August 1-4.

4. Jang, J. Choi, H. Kim, S., & Kandampully, J. (2012). Antecedents and Consequences

of Service-Oriented Citizenship Behaviors in a Hotel Industry, 17th Annual Graduate

Education and Graduate Student Research Conference in Hospitality and Tourism,

Auburn, AL, January 5-7.

5. Choi, H. Y. & Kandampully, J. (2012) An Application of Theory of Planned Behavior

on Spa Destinations, CHRIE Summer Conference, August, 1-4.

6. Choi, H.Y. & Kandampully, J. (2012)Measuring Customer Satisfaction in Health

Service Environment, CHRIE Summer Conference, August, 1-4.

7. Choi, H., Kandampully, J., Stafford, K., & Klatt, M. (2012). The Role of

Servicescape in Determining Patients Emotion & Trust in Healthcare Service

Experience . Proceedings of the SERVSIG International Service Research

Conference from American Marketing Association, Helsinki, Finland, June 7-9.

8. Liu, Y; Kandampully, J; Dong, D and Gao, W; Wei Gao (2012) Self-Service

Technologies (SSTs) Acceptance: A Theory of Planned Behavior (TPB) Perspective,

(2012) Association of Marketing Theory and Practice, March 28.

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9. Choi, H., Kim, S., Jang, J. & Kandampully, J. (2012). Measuring customer

satisfaction in health service environment The International Council on Hotel,

Restaurant and Institutional Education (ICHRIE) Conference. Providence, Rhode

Island. August 1-4.

10. Jang, J., Kandampully, J. Choi, H., & Kim, S. (2012). Antecedents and consequence

of service- oriented organizational citizenship behaviors in a hotel industry The 17th

Annual Graduate Student Research Conference in Hospitality and Tourism. Auburn,

Alabama. Jan 5-7.

11. Kim, S., & Kandampully, J.(2012) Brand community participation: Antecedents,

outcomes, and moderators The 18th Annual Graduate Student Research Conference

in Hospitality and Tourism (In review)

12. Kim, S., & Kandampully, J. (2012) The influence of eWOM in online consumer

review websites: A social network framework The 18th Annual Graduate Student

Research Conference in Hospitality and Tourism (In review)

13. Kim, S. & Kandampully, J. (2011). Exploring customer loyalty following service

recovery The 16th Annual Graduate Student Research Conference in Hospitality and

Tourism. Houston, Texas. Jan. 6-8, 2011.

14. Kim, S., Lehto, X.Y., & Kandampully, J. Destination familiarity: its effect on

destination image and intention to visit The TOSOK International Tourism

Conference. Ulsan, South Korea. Jul. 4-6, 2012.

15. Kim, S., Kandampully, J., & Stoel, L. (2011). Perceived benefits of loyalty

programs: the Moderating Roles of Consumer Characteristics The 2nd EHE Annual

Graduate Research Forum. Ohio State University. Nov 4.

16. Kandampully, J and Vesel, P (2011) Examining the missing links in the Service

Experience QUISS-12 Conference, Cornell University, June.

17. Wang, Y., and Kandampully, J. (2011) Customer co-creations and project

performance in the telecomunication service industry: the mediating effects of

knowledge sharing and customer satisfaction, QUISS-12 Conference, Cornell

University, June.

18. Solnet, D., Hood, A. & Kandampully, J. (2011) Understanding generational

differences in service industry employee attitudes: Toward a better understanding of

Generation Y, QUISS-12 Conference, Cornell University, June.

19. Wang, Y., and Kandampully, J. (2011) B to B Customer Induced Innovations in the

Telecommunication Service: The moderating effect of cultural and institutional

environments environments, Frontiers in Services conference, The Ohio State

University, July.

20. Vesel, P. and Kandampully, J. (2011) Multichannel marketing and its influence on

multichannel consumer behavior: an example from Big Bang, a leading Slovenian

consumer electronic retailer, Frontiers in Services conference, The Ohio State

University, July.

21. Choi, H,Y., Berry, C., & Kandampully, J. (2011) Creating the Optimal Wellness

Experience through Value-Co-creation, I-CHRIE Summer Conference &

Marketplace, July 27-30, Denver, Colorado.

22. Kim, S,. and Kandampully, J. (2011) Exploring Customer Loyalty Following Service

Recovery: The Relationships of Perceived Justice, Commitment, Trust, and Loyalty,

Hospitality and Tourism Graduate Research Conference, January.

23. Yan Liu, Jay Kandampully, Dahai Dong, (2010) presented A Cross-Cultural

Comparison of Consumers Expectations for Electronic Word of Mouth, at the 59th

Midwest Conference on Asian Affairs, October 1-3, Columbus OH

24. Kim, J.H, Kim, M. and Kandampully, J (2010) Antecedents and consequences of e-

service experience in e-commerce, IRSSM Symposium, Mauritius, August.

25. Liu, Y., Dong, D and Kandampully, J. (2010) Online Information Services: The

impact on e-Word-of-Mouth, IRSSM Symposium, Mauritius, August.

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26. Liu, Y. and Kandampully, J. (2010) A Cross-Culture Comparison of Consumers'

Expectations for Electronic Word of Mouth, 59th Midwest Conference on Asian

Affairs, October 1-3.

27. S.H. Park and Kandampully, J. (2010) The Structural Relationship between

Antecedents and Consequences of Brand Image: Based on Keller s Customer-based

Brand Equity, EIRASS Conference, Istanbul, Turkey, July.

28. Mayboudi, S.M.A., Nadiri, H., & Kandampully, J (2010) Students Perceptions of

Service Quality in Library Services, EIRASS Conference, Istanbul, Turkey, July.

29. King,C., Kandampully, J. and Grace, D. (2010) Employee Customer Orientation: An

examination of antecedents and consequences, SERVSIG conference, Porto, Portugal,

June.

30. Schubert, F., Kandampully, J., Solnet, D. and Kralj, A. (2010) Exploring consumer

perceptions of Green Restaurants in the US, CAUTHI Conference, Tasmania,

Australia, February.

31. Moon, Y.C., Stoel, L., and Kandampully, J (2009) E- Service attributes of apparel

retailers websites : a comparison of retailer formats, AMS/ACRA Conference

Proceedings, New Orleans, September.

32. Cho, S.H., Kandampully, J. and Park, S.H. (2009) Evidence of service oriented

strategies: a case study of selected credit card companies and national financial

institutions in the U.S., EIRASS Conference, Niagra, July.

33. Park, S.H., Cho., S.H., and Kandampully, J. (2009)The impact of brand image on

brand attachment and the moderating effect of image congruence, EIRASS

Conference, Niagra, July.

34. Robertson, N. and Kandampully, J. (2009) E-Word of Mouth: Conceptualising the

Role of E-Service Guarantees and E-Recovery, QUISS-11 Conference, Germany,

June.

35. Hu, H.H, Kandampully,J. & Juwaheer, T.D. (2008) Relationships among Service

Quality, Image, and Loyalty in Hotel Industry in Mauritius, ICHRIE, July.

36. Park, S.H and Kandampully, J (2008) The Impact of Service-Oriented Organization

Citizenship Behavior and Customer Citizenship Behavior on Market Performance and

Service Image, Graduate Conference, Orlando, January.

37. Kim, J., Stoel, L., Kandampully, J., Stafford, K., & Browne, M. (2008). Effects of

institutional environment and social capital on rural consumers inshopping

behaviour. AMS ACRA Conference proceedings, New Orleans, USA.

38. Kim, J.H, Kim, M. and Kandampully, J (2007) A Consumer Perspective of Buying

Environment Characteristics in the Context of E-services, ITAA conference,

November.

39. Im, H. & Kandampully, J. (2007) How service quality influences market performance

in retailing: a conceptual model, EIRASS Conference, Sanfransico, June.

40. He, Y. & Kandampully, J (2007) Customer Perception and Satisfaction with Service

Delivery: The Impact of Information Technology, EIRASS Conference, Sanfrancisco,

June.

41. He, Y. & Kandampully, J. (2007) Reliability and customization of service quality on

customers repurchase intentions, QUIS-10 (Quality in Services) Conference,

Orlando, FL, June.

42. Kandampully, J. & Uran, M. (2007) Service orientation: a strategic approach to

enhance innovation, value and quality. E-CHRIE, Leeds, UK, October.

43. Yoon, H.J., Park, S. & Kandampully, J. (2007) A comparison: consumers evaluations

of online and offline service recovery, Hospitality and Tourism Graduate Research

Conference, January.

44. Kandampully, J. & Krupski, L. (2006) Managing for excellence: The wellness

concept within tourism and hospitality, Euro-CHRIE Conference, Greece, October.

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45. 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.

46. Solnet, D. & Kandampully, J. (2006) Competitive advantage through service-

orientation: Strategic directions for the hospitality industry, I-CHRIE, USA, July.

47. Choi, G. & Kandampully, J. (2006) Why, When, and How Word of Mouth Emerges

in the Cafeteria Settings, I-CHRIE, USA, July.

48. Solnet, D. & Kandampully, J. (2006) Underpinning Service Quality with

Organizational Service Climate, CAUTHE - Conference, Melbourne, Australia,

February.

49. Chattaraman, V. & Kandampully, J.(2006) Core and Peripheral Retail Service

Framework for Targeting Ethnic Consumer Groups, EIRASS - conference, Budapest,

June.

50. 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.

51. Kandampully, J. & Solnet, D. (2005) Competing through Service-Orientation: A

strategic direction for the hospitality industry, Euro-CHRIE Conference, Paris,

October.

52. 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 .

53. Kandampully, J. (2005) The Increasing Importance of Quality and Value in

Hospitality and Tourism Services, I-CHRIE Conference, Las Vegas, July.

54. 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.

55. Paulsen, N., Solnet, D. & Kandampully, J. (2005) The role of service climate and

employee identification: Implications for re-branding hotels, EIRASS - conference,

Orlando, July.

56. 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.

57. Park, M. & Kandampully, J. (2005) Impact of Site Atmospherics on Online Shoppers

Mood, Perception of Website Quality, Satisfaction and Loyalty. EIRASS- conference,

July.

58. Ha, S. & Kandampully, J. (2005) Consumer loyalty and its antecedents in online

service dynamics: an application to apparel online shopping. EIRASS- conference,

July.

59. 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.

60. 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.

61. Kandampully, J. & Promsivapallop, P. (2004) Service Outsourcing: A strategy to

enhance value in the hospitality industry. International CHRIE conference, July.

62. Kandampully, J. & Promsivapallop, (2004) Managing Service Networks: an approach

to enhance value. QUIS-9 (Quality in Services Conference), Sweden, June..

63. Bryceson, K. & Kandampully, J. (2004) The Balancing Act: E Issues in the Agri-

Industry Sector. McMaster World Congress, Canada, January.

64. 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.

11

65. Kandampully, J. & La, K.V. (2002) Technological Innovation and Quality in Services.

Quality, Innovation and Knowledge Conference, Kuala Lumpur, February.

66. 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.

67. 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.

68. Kandampully, J. & Duddy, R. (2000) Technology in the Hospitality Industry and the

Implications for Education. Innovation in Hospitality and Tourism Education, ed. Van

der Klip, Euro CHRIE Conference Proceedings, Maastricht, The Netherlands,

October.

69. Kandampully, J. (1999) Core Competency as a Competitive Advantage in Service

Organizations. UBM Conference, Malaysia, September.

70. Kandampully, J. Butler, L. (1998) Service Guarantees: a Strategic Mechanism to

Minimize Customer s Perceived Risk in the Hospitality and Tourism Organizations.

Advances in Research, Proceedings of New Zealand Tourism and Hospitality Research

Conference, December.

71. Kandampully, J. & Butler, J. (1998) An Investigation into the Validity of using Service

Guarantees to Enhance Customer Orientation. Australia and New Zealand Marketing

Academy conference.

72. Kandampully, J. (1998) Managing and Enhancing Feedback: In pursuit of rapid and

intensive market reaction. Australian Tourism and Hospitality Research Conference,

February.

73. Kandampully, J. (1998) Managing the Service Peripherals: Enhancing the effectiveness

of business resources. International Conference on Business and Management,

Ahmedabad, India, January.

74. Kandampully, J. (1998) Service Guarantee: A Concept for Competitive Advantage.

World Marketing Conference, Volume 8, Ed. S. Sidin and AKManrai, Kuala Lumpur,

June.

75. Kandampully, J. (1996) Service Quality to Service Loyalty; A Relationship which goes

Beyond Customer Services. 3-Recent Advances in Retailing and Services, (ed) H.

Timmermans, conference proceedings, Canadian & European Institute of Retailing and

Service Science, Austria, June.

76. Kandampully, J. (1996) Quality, the Uncompromising Core Element in Services:

Quality in Tourism - A New Focus for Asia-Pacific. Quality Research - Quality

Tourism, (ed) P. Pearce, Asia Pacific Tourism Conference, James Cook University,

Australia, September.

77. Kandampully, J. (1996) Management Applications of Feedback Systems: An Analysis of

New Zealand s Tourism and Hospitality Industry. Towards A More Sustainable Tourism,

(ed) G.Kearsley, Tourism Down Under 11 Conference, University of Otago, New

Zealand, December.

78. Kandampully, J. (1994) Quality Management in Retailing through `SERVICE-

PRODUCT' Design. Recent Advances in Retailing and Services Science, (ed) H.

Timmermans, Canadian & European Institute of Retailing and Service Studies

Conference, Alberta, Canada, May.

79. Kandampully, J. (1993) An Approach to Facilitate Dynamic Service Quality. Managing

Innovation in Services (eds) L. Moutinho et al., Service Industries Management Research

Unit Conference proceedings, University of Wales, Cardiff, U.K., April.

80. Kandampully, J. (1993) Service Quality and the Dilemma of Service Quality Standards.

Service Superiority (eds) R Johnston and NDC Slack, 8th International Conference of

Operations Management, University of Warwick, UK, May.

12

81. Kandampully, J. (1992) The Dynamic Process of Service Quality Related to Customer

Satisfaction. Managing into the 21st Century, (ed) R. Butler, British Academy of

Management conference proceedings, Bradford University, UK, September.

82. Kandampully, J. (1991) The Illusive Total Service Quality. Business Advancing the

Horizons, British Academy of Management Conference, (ed) J. Beaumont, University of

Bath, UK, September.

Book chapters

1. Kandampully, J (2013) Service Management a New Paradigm in Health and

Wellness Services in Service Management in Health and Wellness Services (Ed)

Kandampully, J. Kendall Publishing, USA.

2. Kandampully. J (2011) Service as the new paradigm in retailing in Service

Management in the Retailing Industry: The New Paradigm (ed) Kandampully, J.,

Springer Publishing, USA .

3. Kim, M and Kandampully, J (2011) The service imperative in the retailing

industry in Services Management: the new paradigm in retailing (ed)

Kandampully, J., Springer Publishing, USA.

4. Kandampully J. (2011) Paradigm shifters in the retailing industry in Services

Management: the new paradigm in retailing (ed) Kandampully, J., Springer

Publishing, USA.

5. 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.

6. 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.

7. 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.

8. 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.

9. Kandampully, J. (1999) Creating and Maintaining a Competitive Advantage, in

Human Resource Management in International Hospitality, Tourism and Leisure:

Small to medium-sized enterprises (ed) Dr Darren Lee-Ross, Cassell Publishing, UK.

10. Kandampully, J. (1997) Quality Service in Tourism, in Hospitality, Tourism and

Leisure Management (eds) M. Foley, J.Lennon and G.Maxell, Cassell Publication.

Books

Title: Services Management: the new paradigm in hospitality. (Second Edition) Prentice Hall,

USA. 2006

Title: Services Management: The new paradigm in hospitality. (First Edition) Pearson

Education Australia. 2002

13

This book has been published in Chinese

Edited books

1. Service Management in Health and Wellness Services 2013 forthcoming (ed)

This book has been commissioned for publication in early 2013

2. Service Management: The new paradigm in retailing - 2011 (ed) Kandampully, J.

This edited book was published in December 2011, Springer Publishing, USA.

3. Service Quality Management in Hospitality, Tourism and Leisure, (Eds)

Kandampully, Mok and Sparks, Haworth Press, USA, 2001

This book has been published in: Chinese, Korean and Arabic

Conference proceeding editor

Advances in Research Conference Proceedings, Tourism and Hospitality Research

Conference, Akaroa, New Zealand, December 1998.

Graduate thesis (PhD and MS) - external examiner

1. The linkage between staff and guest loyalty in the hotel sector and the impact of

loyalty programmes on domestic hotel guests, Ahmed M. H. Elebiary, The University

of Waikato, New Zealand, 2011.

2. Failures, face, fairness and harmony: Chinese patrons response to service situations,

Yun Lee, for a doctoral degree (PhD). The Griffith University, Queensland, Australia,

2010.

3. Strategic human resource management in Malaysian five star hotels: Human

resource practices system differentiation and its outcomes, Rozila Ahmad, for a

doctoral degree (PhD). The University of Queensland, Australia, 2010.

4. Service quality in Sydney Hotels: A Perspective from Managers, Staff and Customers,

Rayka Presbury, for a doctoral degree (PhD) . University of Western Sydney, April,

2009.

5. Justice-Based Service Recovery in a Service Guarantee Context, Lisa Jane

McQuilken, for a doctoral degree (PhD). Deakin University, Australia, February,

2009.

6. Retention of Dissatisfied Business-to-Business Services Customers, Venkata Krishna

Kumar Yanamandram, for a doctoral degree (PhD), The University of Sydney,

Australia, 2008.

7. Conceptualization and Measurement of Service Quality: A Contrasting Cultural

Perspective, Brian Imrie, for a doctoral degree (PhD), University of Otago, New

Zealand, 2008.

8. Sources and Antecedents of Brand Equity for Online Companies, Rosa Elvira Rios,

for a doctoral degree (PhD), RMIT University, Australia, 2007.

9. Building Employee Based Brand Equity: Model Conceptualisation and development,

Ceridwyn King, for a doctoral degree (PhD), Griffith University, Australia, 2007.

10. Factors Influencing Spatial Technology Adoption: A Study of Retail Business in

Australia, Malliga Marimuthu, for a doctoral degree (PhD), University of Newcastle,

Australia, 2007.

11. Understanding Guest Retention: An examination of New Zealand accommodation

establishments, Shirley Jean Barnett, for a doctoral degree (PhD), Massey University,

New Zealand, 2007.

14

12. Model of Television Audience Viewing Behavior, LU Xiaoling, for a doctoral degree

(PhD), City University of Hong Kong, 2007.

13. Consumer Responses to Service Failure Events in Strategic Alliances: A Justice

Theory Perspective, Karin Weber, for a doctoral degree (PhD), Griffith University,

Australia, 2006.

14. Market competition, transformational leadership management accounting systems

information and performance in Hotels: A cross-cultural study, Anoop Kumar Patiar,

for a doctoral degree (PhD), Griffith University, Australia, 2005.

15. Success factors in e-Retailing for offline retailers: An Australian perspective, Mat

Vine, for a master of e-Business Research degree, RMIT University, Australia, 2005.

16. An Examination of the Influence of Organisational Culture on the Service

Predispositions of Hospitality Workers in tropical North Queensland, Ms Josephine

Pryce, for a doctoral degree (PhD), James Cook University, Australia, 2004.

17. Service Quality in Singapore: an Empirical Investigation, Mr Victor Lee Chee

Ngauk, for a doctor of business administration (DBA), The University of Western

Australia, 2004.

18. Delivering Service Quality in Call Centres: Customers Responses and Frontline

Employees Views, Ms Alison Dean, for a doctoral degree (PhD), Monash University,

Australia, 2004.

19. More than smiles Employee Empowerment facilitating the delivery of high quality,

consistent services in tourism and hospitality, Ms Dawn Jocelyn Alexis Gibson, for

an MA in Tourism Studies, The University of the South Pacific, Fiji, 2003.

20. The Management of Customer Relationships in the Service Industry, Ms Amy Wong,

for a doctoral degree (PhD), Monash University, Australia, 2002.

21. The Perceived Effectiveness of the Australian Tourism Awards in Promoting

Improvements in Quality and Ecological Sustainability to the Australian Tourism

Industry: A Victorian Perspective, Mr Stuart Craig Toplis, for a doctoral degree

(PhD), RMIT University, Australia, 2002.

22. The Relationship Between Customer Satisfaction and Staff Selection and Training

upon TQM Principles and Guest Satisfaction with Service Quality in Hotels, Ms

Bung-On Chartrungruang, for a doctoral degree (PhD),Victoria University, Australia,

2002.

23. Effects of Relational Outcomes on Customer Loyalty, Mr Ken Butcher, for a doctoral

degree (PhD), Griffith University, Australia, 2000.

24. Consumer Resistance to Internet Banking, Ms Lisa McCarthy, Masters degree,

University of Otago, New Zealand, 2000.

25. An Investigation of the Factors Affecting Guest Selection of Hotel/Motel Accommodation

within New Zealand: Development of a Decision Model, Mr Timothy Lockyer, for a

doctoral degree (PhD), University of Waikato, New Zealand, 1999.

Graduate supervision and committees at OSU

1. Yan Liu (PhD) Winning Consumers Acceptance in Retail nternationalization:

A Social Capital Perspective, Fashion and Retail Studies, 2009 -

2. Jung Eun Lee (PhD) Impulse buying in flash-sales, Fashion and Retail Studies,

2009 -

3. Jichul Jang (PhD) Antecedents and consequences of employee engagement, in

Hospitality Management, 2009

4. Soyeon Kim (PhD) Perceived benefits of brand communities and their

relationship with community commitment and brand loyalty: The moderating role

of social identity, in Hospitality Management, 2009 -

5. Miran Yang (PhD) Customers perception of body image in retailing, (PhD) in

Retailing and Consumer Sciences, 2007 -

15

6. Yujin Moon, Strategic E-service for small apparel retailers to compete with

larger businesses, (PhD) in Fashion and Retailing Studies, 2007 -

7. Sharanya Srinivasan, An examination of patronage behaviour of Hispanic

consumers in the United States using SOR model, (MS) in Retailing and

Consumer Sciences, 2008 - 2010

8. Jung Yun Cho, The Effect of Self-serve Bar Food Safety Training on Employees Food

Safety Knowledge in Retail Establishments (MS) in Hospitality Management 2008-

2010.

9. Minjung Cha Internationalisation of the Retailing Industry, for a doctoral degree

(PhD) in Retailing and Consumer Sciences, 2007-

10. Jung Rim Cho, Investigation of Dominance using an integrated model of BPM

and O-O-R in an online shopping Environment, (MS) in Retailing and Consumer

Sciences, 2007-2009

11. Jiyoung Hwang, A strategic approach to corporate social responsibility

communication: consumer attitude functions, behavioural responses, spillover in

retailer private brands and loyalty programs, (PhD) in Retailing and Consumer

Sciences, The Ohio State University, 2006 - .

12. Heeyeon Kim, Effects of Consumer Values and Past Experiences on Consumer

Intention to Buy Organic Personal Care Products, (MS) in Retailing and

Consumer Sciences, The Ohio State University, 2007 -2009.

13. Sandra Sydnor-Bousso Beatrice, Assessing the impact of industry resilience as a

function of community resilience: the case of natural disasters, (PhD) in

Hospitality Management, The Ohio State University, 2006 2009

14. Sang Hee Park, The antecedents and consequences of brand image: Based on

Keller s customer-based brand equity, (PhD) in Hospitality Management, The

Ohio State University, 2006-2009

15. Jiyoung Kim, Effects of institutional environment and social capital on rural

consumers in shopping behaviour, (PhD) in Retailing and Consumer Sciences,

The Ohio State University, 2005-2008

16. Franziska Shubert, Green practices and customers perceptions in the restaurant

industry, (MS) in Hospitality Management, The Ohio State University, 2006-2008

17. Jeanette Keene, A comparison of internal and external factors influencing the

diffusion of information technology among small apparel, grocer, and hardware

business retailers in urban and rural locations, (MS) in Retailing and Consumer

Sciences, The Ohio State University, 2005 2006

18. Jee Sun Park,The effect of background music on the perceived download delay

and consumer behavior in online stores, (MS) in Retailing and Consumer

Sciences, The Ohio State University, 2005 -2006.

19. HyeRi Park, The influence of interactive tools on on-ling apparel customer s

attitude and intention, (MS) in Retailing and Consumer Sciences, The Ohio State

University, 2005- 2006.

20. Mullins Erin Jessica, Applications of Services Management Approaches to

enhance Services in the Hospitality Industry, (MS) in Hospitality Management,

The Ohio State University, 2005 2006.

21. Nusir Khaldoon, A Model of Commitment in B-to-C Travel Context, (PhD) in

Hospitality Management, The Ohio State University, 2005

22. Gunae Choi, The Effect of Intangible Capital on Lodging Firms Foreign Market

Entry Mode, (PhD) in Hospitality Management, The Ohio State University, 2005

2007

23. Hyunjoo Im, The effect of perceptual fluency on online shoppers aesthetic

evaluation and behaviour, (PhD) in Retailing and Consumer Sciences, The Ohio

State University, 2005 -

16

24. Michael Collins, Evaluating relationships between human resource practices and

business outcomes, (PhD) in Hospitality Management, The Ohio State University,

2004- 2007

25. Veena Chattaraman, Duelling Social Identities in the Domain of Ethnicity: Who

Wins, Who Loses, Why and How Does this Influence Response to Apparel

Brands? (PhD) in Retailing and Consumer Sciences, The Ohio State University,

2004- 2006.

26. Jung-Hwan, Kim, The Effect of Amount of Information and Music on Consumer

Shopping Behaviors in an Online Apparel Retailing Setting, (PhD) in Retailing

and Consumer Sciences, The Ohio State University, 2004 2006.

27. Minjung Park, The Compensatory Effect of Pictorial and Verbal Information for

Haptic Information on Consumer Responses in Multi-shopping Environments,

(PhD) in Retailing and Consumer Sciences, The Ohio State University, 2004

2006.

28. David J. Shonk, Service Quality in Sport Tourism, (PhD) in Sports Management,

The Ohio State University, 2004 2006.

29. Ha Sejin, Effects of Customer Loyalty Programs and Perceived Retailers'

Characteristics on Customer-Retailer Relationships in Online Apparel Retailing,

(PhD) in Retailing and Consumer Sciences, The Ohio State University, 2004

2007

30. Hu Hsin-Hui, The Impact of Personality Traits and Individual Familiarity on the

Preference of Currency Usage in Restaurant Industry, (PhD) in Hospitality

Management, The Ohio State University, 2003 2005.

31. Kwon Wi-Suk, A Structural Equation Model of the Reciprocal Impact of Apparel

Retailers Online and Offline Brand Image, (PhD) in Retailing and Consumer

Sciences, The Ohio State University, 2004 2005.

32. Janelle Ottarson, Service Guarantees in Event Management Industry, (MS) in

Hospitality Management, The Ohio State University, 2004 2005.

33. Kim Beomcheol (Peter), The Leader-Member Exchange and Psychological

Empowerment Relationship: A quick casual restaurant employee study, MS in

Hospitality Management, The Ohio State University, 2002-2003.

Contact this candidate