Chanaka.j
Links
United Kingdom
I am Professor of Marketing at the Business School, University of Hull, the Director for Centre for Marketing Applications and Innovations, a committee member of the Academy of Marketing Research Committee, a Regional Chair at Academy of Marketing, and a Visiting Scholar at a number of universities around the world. I am also a Director at CJAY Consulting.
My broad research interests are in CRM in Services Marketing. I am interested in exploring how organisations deliver services using both traditional means and in particular digital media, how we as consumers evaluate the services we receive, and the relationships we have with our service providers. My expertise is in conducting large scale quantitative data collection surveys, analysing same using advanced statistical methods, explaining the complex interactions and their implications for both theory and management.
I have won numerous research awards including two Best Paper Awards at the Academy of Marketing Conference, and awards from Science Direct and Emerald and Industrial Marketing Management for most downloaded articles. I have authored more than 70academic articles in refereed journals and International Marketing Conferences. To download copies of my papers and publications visit my biography page at the Hull University Business School website
Specialties
CRM: Service Evaluation, service quality, customer satisfaction, perceived value,
Digitial Marketing: Website evaluation, Smartphone adoption
Consumer Behaviour: Mobile Marketing
Consumer Behaviour: e-Shopping and m-Shopping
Consumer Behaviour: Attitudes, involvement, learning
My broad research interests are in CRM in Services Marketing. I am interested in exploring how organisations deliver services using both traditional means and in particular digital media, how we as consumers evaluate the services we receive, and the relationships we have with our service providers. My expertise is in conducting large scale quantitative data collection surveys, analysing same using advanced statistical methods, explaining the complex interactions and their implications for both theory and management.
I have won numerous research awards including two Best Paper Awards at the Academy of Marketing Conference, and awards from Science Direct and Emerald and Industrial Marketing Management for most downloaded articles. I have authored more than 70academic articles in refereed journals and International Marketing Conferences. To download copies of my papers and publications visit my biography page at the Hull University Business School website
Specialties
CRM: Service Evaluation, service quality, customer satisfaction, perceived value,
Digitial Marketing: Website evaluation, Smartphone adoption
Consumer Behaviour: Mobile Marketing
Consumer Behaviour: e-Shopping and m-Shopping
Consumer Behaviour: Attitudes, involvement, learning
Recent Activities
Chanaka Jayawardhena Uploaded a new document - November 18, 2008
Purpose – A conceptual model is developed to examine the influence of four antecedent
factors (personal trust, institutional trust, perceived control and experience) on consumers’
willingness to participate in permission-based mobile marketing. We empirically test our
model across three European countries and gender.
Methodology/approach – Data is collected from surveys of consumers in Finland, Germany
and the UK. The Partial Least Squares (PLS) approach is utilised to test the model fit.
Findings – The main factor affecting the consumers’ decision to participate in mobile
Chanaka Jayawardhena Uploaded a new document - November 18, 2008
This study conceptualizes and tests a
theoretical framework that investigates
customers’ intention to engage in permission-
based mobile marketing communications
with a firm in the hospitality sector
and examines the effects of gender. The
model proposes that perceived usefulness,
perceived ease of use and perceived trust
affect attitude toward advertising, which in
turn, together with perceived behavioural
control over mobile communications and
reference group influence, affects intention
to engage in permission based mobile
communications with a firm. Data is
Chanaka Jayawardhena Uploaded a new document - December 12, 2007
Purpose – The purpose of this paper is to examine the purchase intentions of online retail consumers,
segmented by their purchase orientation.
Design/methodology/approach – An e-mail/web survey was addressed to a consumer panel
concerning their online shopping experiences and motivations, n ¼ 396.
Findings – It is empirically shown that consumer purchase orientations have no significant effect on
their propensity to shop online. This contradicts the pervasive view that internet consumers are
Chanaka Jayawardhena Uploaded a new document - December 12, 2007
Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face
service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality
is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were
used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and
Chanaka Jayawardhena Uploaded a new document - December 12, 2007
Purpose – The last ten years have seen a gradual withdrawal of retail facilities from many local
areas and the consequent growth of “shopping deserts” resulting in social and health disbenefits. The
purpose of this paper is to examine the potential for e-shopping to fill the vacuum and to assist
disadvantaged shoppers.
Design/methodology/approach – The paper uses prior published research to comment on the
extent to which e-retailing may be the shopping solution of the future?
Findings – The internet has limited potential to compensate for shopping deserts, as consumers who
Buddies
