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1

Customer loyalty in the hotel industry: the role of customer satisfaction and image

Kandampully, Jay, Suhartanto, Dwi

Journal:

International Journal of Contemporary Hospitality Management

Year:

2000

Language:

english

File:

PDF, 86 KB

english, 2000

2

Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study

Hu, Hsin-Hui (Sunny), Kandampully, Jay, Juwaheer, Thanika Devi

Journal:

Service Industries Journal

Year:

2009

Language:

english

File:

PDF, 160 KB

english, 2009

3

Customer experience management in hospitality: a literature synthesis, new understanding, and research agenda

Kandampully, Jay, Zhang, Tingting(Christina), Jaakkola, Elina, Okumus, Fevzi, Okumus, Fevzi

Journal:

International Journal of Contemporary Hospitality Management

Year:

2017

Language:

english

File:

PDF, 782 KB

english, 2017

4

The role of emotional aspects in younger consumer‐brand relationships

Hwang, Jiyoung, Kandampully, Jay

Journal:

Journal of Product & Brand Management

Year:

2012

Language:

english

File:

PDF, 213 KB

english, 2012

5

Managing brands and customer engagement in online brand communities

Aksoy, Lerzan, Wirtz, Jochen, den Ambtman, Anouk, Bloemer, Josée, Horváth, Csilla, Ramaseshan, B., van de Klundert, Joris, Gurhan Canli, Zeynep, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2013

Language:

english

File:

PDF, 369 KB

english, 2013

6

Consumer Responses to Scarcity Appeals in Online Booking

Huang, Huiling, Liu, Stephanie Q., Kandampully, Jay, Bujisic, Milos

Journal:

Annals of Tourism Research

Year:

2020

Language:

english

File:

PDF, 908 KB

english, 2020

7

Students' perceptions of service quality in higher education

Nadiri, Halil, Kandampully, Jay, Hussain, Kashif

Journal:

Total Quality Management & Business Excellence

Year:

2009

Language:

english

File:

PDF, 124 KB

english, 2009

8

Building stronger hospitality brands through online communities

Zhang, Tingting, Bilgihan, Anil, Kandampully, Jay, Lu, Can

Journal:

Journal of Hospitality and Tourism Technology

Year:

2018

Language:

english

File:

PDF, 318 KB

english, 2018

9

The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry

Kandampully, Jay, Suhartanto, Dwi

Journal:

Journal of Hospitality & Leisure Marketing

Year:

2003

Language:

english

File:

PDF, 671 KB

english, 2003

10

Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives

Lee, Shan‐Chun, Barker, Sunita, Kandampully, Jay

Journal:

Managing Service Quality

Year:

2003

Language:

english

File:

PDF, 292 KB

english, 2003

11

The role of employee wellness programme in the hospitality industry: a review of concepts, research, and practice

Zhang, Tingting (Christina), Kandampully, Jay, Choi, Hye Yoon

Journal:

Research in Hospitality Management

Year:

2014

Language:

english

File:

PDF, 389 KB

english, 2014

12

Reducing Employee Turnover Intention Through Servant Leadership in the Restaurant Context: A Mediation Study of Affective Organizational Commitment

Jang, Jichul, Kandampully, Jay

Journal:

International Journal of Hospitality & Tourism Administration

Year:

2017

Language:

english

File:

PDF, 1.32 MB

english, 2017

13

The impact of language style accommodation during social media interactions on brand trust

Jakic, Ana, Wagner, Maximilian Oskar, Meyer, Anton, Kandampully, Jay, Munzel, Andreas

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 901 KB

english, 2017

14

Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry

Line, Nathaniel D., Dogru, Tarik, El-Manstrly, Dahlia, Buoye, Alex, Malthouse, Ed, Kandampully, Jay

Journal:

Tourism Management

Year:

2020

File:

PDF, 899 KB

2020

15

Customer loyalty: a review and future directions with a special focus on the hospitality industry

Kandampully, Jay, Zhang, Tingting (Christina), Bilgihan, Anil

Journal:

International Journal of Contemporary Hospitality Management

Year:

2015

Language:

english

File:

PDF, 696 KB

english, 2015

16

Embracing CSR in pro-social relationship marketing program: understanding driving forces of positive consumer responses

Hwang, Jiyoung, Kandampully, Jay

Journal:

Journal of Services Marketing

Year:

2015

Language:

english

File:

PDF, 526 KB

english, 2015

17

The enhanced loyalty drivers of customers acquired through referral reward programs

Ramaseshan, B., Wirtz, Jochen, Georgi, Dominik, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 640 KB

english, 2017

18

Social media and co-creative service innovation: an empirical study

Sarmah, Bijoylaxmi, Kamboj, Shampy, Kandampully, Jay

Journal:

Online Information Review

Year:

2018

Language:

english

File:

PDF, 469 KB

english, 2018

19

Consumer complaints and recovery through guaranteeing self-service technology

Nichola Robertson, Lisa McQuilken, Jay Kandampully

Journal:

Journal of Consumer Behaviour

Year:

2012

Language:

english

File:

PDF, 240 KB

english, 2012

20

Service quality to service loyalty: A relationship which goes beyond customer services

Kandampully, Jay

Journal:

Total Quality Management

Year:

1998

Language:

english

File:

PDF, 215 KB

english, 1998

21

Innovation in logistic services and the new business model

Chapman, Ross L., Soosay, Claudine, Kandampully, Jay

Journal:

International Journal of Physical Distribution & Logistics Management

Year:

2003

Language:

english

File:

PDF, 141 KB

english, 2003

22

The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty

Kandampully, Jay, Juwaheer, Thanika Devi, Hu, Hsin-Hui (Sunny)

Journal:

International Journal of Hospitality & Tourism Administration

Year:

2011

Language:

english

File:

PDF, 192 KB

english, 2011

23

An exploratory study of service quality in the Malaysian public service sector

Agus, Arawati, Barker, Sunita, Kandampully, Jay

Journal:

International Journal of Quality & Reliability Management

Year:

2007

Language:

english

File:

PDF, 169 KB

english, 2007

24

Generation Y's dining information seeking and sharing behavior on social networking sites

Bilgihan, Anil, Peng, Cheng, Kandampully, Jay

Journal:

International Journal of Contemporary Hospitality Management

Year:

2014

Language:

english

File:

PDF, 249 KB

english, 2014

25

Competitive advantage through anticipation, innovation and relationships

Kandampully, Jay, Duddy, Ria

Journal:

Management Decision

Year:

1999

Language:

english

File:

PDF, 220 KB

english, 1999

26

Relationship marketing: a concept beyond the primary relationship

Kandampully, Jay, Duddy, Ria

Journal:

Marketing Intelligence & Planning

Year:

1999

Language:

english

File:

PDF, 301 KB

english, 1999

27

Application of the extended VBN theory to understand consumers’ decisions about green hotels

Choi, Hyeyoon, Jang, Jichul, Kandampully, Jay

Journal:

International Journal of Hospitality Management

Year:

2015

Language:

english

File:

PDF, 739 KB

english, 2015

28

Motivations for customer engagement in online co-innovation communities (OCCs)

Anil Bilgihan, Dr. Mohammad G. Neja, Dr., Zhang, Tingting (Christina), Kandampully, Jay, Bilgihan, Anil

Journal:

Journal of Hospitality and Tourism Technology

Year:

2015

Language:

english

File:

PDF, 208 KB

english, 2015

29

Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations

Kandampully, Jay, Butler, Liam

Journal:

Managing Service Quality

Year:

2001

Language:

english

File:

PDF, 265 KB

english, 2001

30

A multidimensional service-value scale based on Holbrook’s typology of customer value: bridging the gap between the concept and its measurement

Gallarza, Martina, Arteaga, Francisco, Del Chiappa, Giacomo, Gil-Saura, Irene, Holbrook, Morris, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 900 KB

english, 2017

31

Does communicating the customer’s resource integrating role improve or diminish value proposition effectiveness?

Leroi-Werelds, Sara, Streukens, Sandra, Van Vaerenbergh, Yves, Grönroos, Christian, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 675 KB

english, 2017

32

The influence of eWOM communications: An application of online social network framework

Kim, Soyeon, Kandampully, Jay, Bilgihan, Anil

Journal:

Computers in Human Behavior

Year:

2018

Language:

english

File:

PDF, 534 KB

english, 2018

33

The role of familiarity in consumer destination image formation

Kim, Soyeon, Lehto, Xinran, Kandampully, Jay

Journal:

Year:

2019

File:

PDF, 369 KB

2019

34

Do hoteliers need to manage image to retain loyal customers?

Kandampully, Jay, Hu, Hsin‐Hui

Journal:

International Journal of Contemporary Hospitality Management

Year:

2007

Language:

english

File:

PDF, 83 KB

english, 2007

35

Buying environment characteristics in the context of e‐service

Dennis, Charles, Kim, Jung‐Hwan, Kim, Minjeong, Kandampully, Jay

Journal:

European Journal of Marketing

Year:

2009

Language:

english

File:

PDF, 122 KB

english, 2009

36

The antecedents of customer satisfaction with online travel services: a conceptual model

Nusair, Khaldoon (Khal), Kandampully, Jay

Journal:

European Business Review

Year:

2008

Language:

english

File:

PDF, 288 KB

english, 2008

37

Service Networks: A Framework to Match Customer Needs, Service Offer, and Operational Activities

Kandampully, Jay, Promsivapallop, P.

Journal:

Journal of Hospitality & Leisure Marketing

Year:

2006

Language:

english

File:

PDF, 1.45 MB

english, 2006

38

The Roles of Brand Equity and Corporate Reputation in CRM: A Chinese Study

Wang, Yonggui, Kandampully, Jay A, Lo, Hing-Po, Shi, Guicheng

Journal:

Corporate Reputation Review

Year:

2006

Language:

english

File:

PDF, 194 KB

english, 2006

39

Innovation in logistic services and the new business model: a conceptual framework

Chapman, Ross L., Soosay, Claudine, Kandampully, Jay

Journal:

Managing Service Quality

Year:

2002

Language:

english

File:

PDF, 238 KB

english, 2002

40

How some service firms have become part of “service excellence” folklore

Solnet, David, Kandampully, Jay

Journal:

Managing Service Quality

Year:

2008

Language:

english

File:

PDF, 100 KB

english, 2008

41

What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain

Chuah, Stephanie Hui-Wen, Marimuthu, Malliga, Kandampully, Jay, Bilgihan, Anil

Journal:

Journal of Retailing and Consumer Services

Year:

2017

Language:

english

File:

PDF, 847 KB

english, 2017

42

Why are generation Y consumers the most likely to complain and repurchase?

Soares, Raquel Reis, Zhang, Ting Ting (Christina), Proença, João, Kandampully, Jay, Kandampully, Jay, Duddy, Ria

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 827 KB

english, 2017

43

“Supersize me!” the effects of cognitive effort and goal frame on the persuasiveness of upsell offers

Heidig, Wibke, Wentzel, Daniel, Tomczak, Torsten, Wiecek, Annika, Faltl, Martin, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 537 KB

english, 2017

44

Motivational bases for consumers’ underdog affection in commerce

McGinnis, Lee Phillip, Gao, Tao, Jun, Sunkyu, Gentry, James, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 804 KB

english, 2017

45

Customer experience design: a case study in the cultural sector

Ponsignon, Frederic, Durrieu, Francois, Bouzdine-Chameeva, Tatiana, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 1000 KB

english, 2017

46

The use of gamification mechanics to increase employee and user engagement in participative healthcare services: a study of two cases

Hammedi, Wafa, Leclerq, Thomas, Van Riel, Allard C. R., Kandampully, Jay, McColl-Kennedy, JanetR

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 489 KB

english, 2017

47

The impact of service bundles on the mechanism through which functional value and price value affect WOM intent

Ranaweera, Chatura, Karjaluoto, Heikki, Kandampully, Jay, Kandampully, Jay

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 523 KB

english, 2017

48

Servitization as reinforcement, not transformation

Salonen, Anna, Saglam, Onur, Hacklin, Fredrik, Kandampully, Jay, Kowalkowski, Christian

Journal:

Journal of Service Management

Year:

2017

Language:

english

File:

PDF, 1.03 MB

english, 2017

49

The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm

Choi, Hyeyoon, Kandampully, Jay

Journal:

International Journal of Hospitality Management

Year:

2018

Language:

english

File:

PDF, 486 KB

english, 2018

50

Personal and Interpersonal Drivers that Contribute to the Intention to Use Gerontechnologies

De Regge, Melissa, Van Baelen, Freek, Beirão, Gabriella, Den Ambtman, Anouk, De Pourcq, Kaat, Dias, Joana Carmo, Kandampully, Jay

Journal:

Year:

2019

File:

PDF, 187 KB

2019

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