Service Wisdom: Serve With Your Heart, Not With Your Hands

Author(s)
Jay Kandampully
Edition
1
Copyright
2026
Pages
44
Book Type
Academic

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Help Me Choose

Paperback Book

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ISBN: 9798319733924
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eBook

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ISBN: 9798319733931
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Electronic Delivery EBOOK - 365 days

Service wisdom is not defined by what we intend, but by what we consistently practice. In the flow of everyday work, it is easy to focus on tasks and outcomes, yet true impact lies in how we serve—with kindness, care, and compassion. Each interaction offers an opportunity to build trust, create value, and strengthen human connection. Ultimately, it is not the scale of what we do, but the spirit in which we do it that defines our service. Service wisdom asks us to pause, to listen, and to act with intention. It reminds us that excellence is not only about efficiency, but about the quality of the human connection that we create.

Jay Kandampully

Dr. Jay Kandampully is a Professor of Service Management and Hospitality at The Ohio State University, USA. He serves as a CTF International Fellow at Karlstad University, Sweden, and as an International Fellow at the University of Namur, Belgium. Jay has made sustained and influential contributions to the field of service management through his scholarship and editorial leadership. He served as Editor-in-Chief of leading service journals for 24 years, including 14 years as Editor of the Journal of Service Management (JOSM) and 10 years as Editor of Managing Service Quality (MSQ), which was later renamed the Journal of Service Theory and Practice. Jay is listed in Stanford University’s Index of the world’s top 2% of scientists (2021), based on research citations, and was again recognized in the 2024 Stanford University Index for career-long research impact. In recognition of his scholarly contributions, Jay received The Ohio State University’s EHE Distinguished Research Award in 2024 and the Distinguished Research Champion Award in 2025. Jay has authored and edited eleven books. In addition, he has published over 130 refereed journal articles. He currently serves as Chair of the International Research Symposium in Service Management (IRSSM).

Service wisdom is not defined by what we intend, but by what we consistently practice. In the flow of everyday work, it is easy to focus on tasks and outcomes, yet true impact lies in how we serve—with kindness, care, and compassion. Each interaction offers an opportunity to build trust, create value, and strengthen human connection. Ultimately, it is not the scale of what we do, but the spirit in which we do it that defines our service. Service wisdom asks us to pause, to listen, and to act with intention. It reminds us that excellence is not only about efficiency, but about the quality of the human connection that we create.

Jay Kandampully

Dr. Jay Kandampully is a Professor of Service Management and Hospitality at The Ohio State University, USA. He serves as a CTF International Fellow at Karlstad University, Sweden, and as an International Fellow at the University of Namur, Belgium. Jay has made sustained and influential contributions to the field of service management through his scholarship and editorial leadership. He served as Editor-in-Chief of leading service journals for 24 years, including 14 years as Editor of the Journal of Service Management (JOSM) and 10 years as Editor of Managing Service Quality (MSQ), which was later renamed the Journal of Service Theory and Practice. Jay is listed in Stanford University’s Index of the world’s top 2% of scientists (2021), based on research citations, and was again recognized in the 2024 Stanford University Index for career-long research impact. In recognition of his scholarly contributions, Jay received The Ohio State University’s EHE Distinguished Research Award in 2024 and the Distinguished Research Champion Award in 2025. Jay has authored and edited eleven books. In addition, he has published over 130 refereed journal articles. He currently serves as Chair of the International Research Symposium in Service Management (IRSSM).

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