J. Kandampully
Dr. Jay Kandampully is an internationally recognized leader in the field of service management. Jay is a professor of service management and hospitality at The Ohio State University, USA. He also serves as a visiting professor at University of Innsbruck, Austria; Nanjing University of Science and Technology, China; Furtwangen University, Germany; and University of Tartu, Estonia. Jay is the Editor in Chief of the Journal of Service Management (JOSM) and serves on the editorial advisory board of 12 refereed international journals. He serves as IMS Arthur Fellow at the Fisher College of Business, The Ohio State University. He also serves as the CTF International Fellow at the University of Karlstad, Sweden, and as International Fellow at the University of Namur, Belgium. He holds a PhD in
service quality management, and an MBA, specialising in services marketing, both from the University of Exeter, England. His professional qualification is in Hotel Management from Salzburg, Austria and from the University College Birmingham, UK. His educational qualifications have been well supported by nine years managerial experience in Europe, India and in the USA. Jay began his academic career by teaching the MBA program at the University of Exeter, UK. He subsequently took up the position of Assistant Professor of marketing at the University of Alaska, Fairbanks, USA. Subsequently Jay taught at Lincoln University in New Zealand and at The University of Queensland in Australia, where he was instrumental in developing services marketing programs. He is the author of the bestselling textbook “Services Management: The New Paradigm in Hospitality” (translated into Chinese), and the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure”, (translated into Chinese, Korean and Arabic). Jay is the editor of the book “Service Management: The new Paradigm in Retailing” (this book is being translated into Chinese).
His recent edited book is entitled “Service Management in Health and Wellness Services” is released in early 2013. In 2014, he published a new book "Customer Experience Management: Enhancing Experience and Value Through Service Management". Additionally, he has published over 130 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service brands and service innovations. Jay’s research publication on the concept of “Service Loyalty” earned him the prestigious ‘Literati Award’; his publication entitled “Competitive advantage through anticipation innovation and relationships” received the ‘Highly Commended Award and Citation of Excellence award’ and his article on “Service Orientation” received the best paper award at
the International CHRIE conference. Jay’s article on “Customer Loyalty” has been the most downloaded and most cited article in the International Journal of Contemporary Hospitality Management for the past 8 years. Emerald Literati Club presented him with the ‘Leading Editor Award’ and ‘Outstanding Service Award for Excellence”. Jay has also been the recipient of Excellence in Teaching awards. He is the founder and chair of the Service Education, Research and Innovation (SERI-Initiative) an organization established to promote service research, teaching and practice in the advancing economies.