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About

Jay Kandampully is a leading scholar in service management, with a focus on service innovation, technology infusion, and sustainability in hospitality and tourism. His work has fundamentally shaped how researchers and practitioners understand the integration of smart technologies into service encounters. His highly cited 2019 paper, “Frontline Service Technology infusion” (362 citations), established foundational archetypes for how digital tools reshape customer-facing roles. More recently, he has advanced the concept of holistic, experience-oriented service innovation, emphasizing the co-creation of sustainable value with customers and society. Kandampully’s research also explores the psychological dimensions of service technology, such as the role of anthropomorphism in service robots and the interplay of social context, power, and perceived connectedness. With over 14,000 citations and an h-index above 50, his work bridges theoretical rigor and practical relevance, influencing both academic discourse and industry strategy. His recent publications in 2025 continue to push boundaries, examining the intersection of technology, sustainability, and consumer experiences. Kandampully’s contributions have earned him recognition as a thought leader in service science, making his research essential reading for students and scholars interested in the future of service innovation.