Liam Butler interviews Ohio State University Professor Jay Kandampully.

18 November 2014

Liam Butler

Jay Kandampully is Professor of Consumer Sciences in the Department of Human Sciences. He also serves as a visiting professor at University of Innsbruck, Austria; Nanjing University of Science and Technology, China; and Furtwangen University, Germany; 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 10 refereed international journals. He serves as the CTF International Fellow at the University of Karlstad, Sweden and International Fellow at the University of Namur, Belgium.

He holds a PhD in service quality management, and an MBA, specializing in services marketing, both from the University of Exeter, England.

Jay was instrumental in developing service marketing/management programs at the University of Alaska in Fairbanks, Lincoln University in New Zealand and at the University of Queensland, Australia.

Question One

Professor Kandampully when providing a service for older people how can providers make sure that they are keeping up-to-date with international best practice?

The essence of service is when "you say ‘no' to yourself and ‘yes' to others". Whether you are providing service to the young or to the old, service that is offered with kindness in the heart will be valued and remembered for ever. It is only through service we are able to create and/or maintain relationships. Service is a very challenging job if we see it from the service givers perspective. The minute we see it from the receivers' perspective it becomes clear to us that it is one of the most rewarding jobs.

Question Two

What are good ways to get feedback from older people to improve your service?

The primary reason why older people don't communicate with you is because you haven't touched their heart - they don't trust you. On the other hand, the reason why they want to talk to you is because they feel the relationship. It is not ‘what you do' which is important but it is ‘how you do' which is the most important thing in services.

Question Three

How can service providers ensure they get feedback from quieter service users?

Quietness most often indicates unhappiness; hence we have to act on that feedback at hand.

A bit more about Professor Jay Kandampully...

Jay is the author of the best-selling textbook "Services Management: The New Paradigm in Hospitality, and the lead editor of the book, "Service Quality Management". He is the editor of the following books: "Service Management: The new Paradigm in Retailing"; "Service Management in Health and Wellness Services"; "Customer Experience Management: Enhancing Experience and Value through Service Management".

Additionally, Jay has published more than 130 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service brands and service innovations.

Education includes:

PhD, School of Business and Economics, University of Exeter, U.K., 1994

Dissertation topic: Service Quality Management

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

Dissertation topic: Services Marketing

Published Books include:

J. Kandampully (2014) Customer Experience Management: Enhancing Experience and Value through Service Management. (ed), Kendall Hunt Publishing Company, USA.

J. Kandampully (2013) Service Management in Health and Wellness Services. (ed), Kendall Hunt Publishing Company, USA.

J.Kandampully (2006) Services Management: The new paradigm in hospitality. (Second Edition) Prentice Hall, USA.

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