Service Management
Resume:
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: ***********.*@***.*** e-mail: **************@*******.***
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