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Jay Kandampully

Business, Management and Accounting · The Ohio State University

OpenAlex ORCID
Established · publishing since 1995Rising activity
Customer Service Quality and LoyaltyDigital Marketing and Social MediaService and Product InnovationConsumer Retail Behavior StudiesConsumer Behavior in Brand Consumption and Identification

Publications

182

Citations

13,797

Est. group size

~1

Recurring co-author estimate

Active years

31

Publishing since 1995

Research summary
AI-generated

Jay Kandampully's research focuses on service management and marketing, particularly in hospitality and tourism contexts. Recent work examines how psychological and design factors—such as anthropomorphism (giving human-like traits to service robots), language style, imagery, and social stereotypes—influence customer perceptions, trust, and purchase decisions in retail, tourism, and hospitality settings. The work also covers broader service management topics such as service quality, innovation, and organizational culture for service excellence.

Service quality and customer experienceHospitality and tourism marketingConsumer behavior and decision-makingTechnology in service delivery (e.g., service robots, AI, virtual influencers)Service management and organizational culture

Publication output has fluctuated over the last decade, with a notable spike in 2024 following a low point in 2023, and averages about 6-7 publications per year over the last five years.

Generated by claude-sonnet-5 from public bibliographic data · Jul 20, 2026

Publication cadence
Publications per year over the last 10 years — averaging 6.6/year recently
2017: 9 publications172018: 4 publications182019: 11 publications192020: 6 publications202021: 7 publications212022: 7 publications222023: 1 publication232024: 20 publications20242025: 5 publications2526
Recent publications
Publishes in
  • Journal of service management×11
  • International Journal of Hospitality Management×4
  • Journal of Business Research×3
  • Tourism Management×3
  • Journal of Retailing and Consumer Services×3
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This profile was generated automatically from public scholarly data (OpenAlex). Group size and activity levels are estimates derived from co-authorship patterns.

Last updated Jul 19, 2026.

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