PhD (Cambridge University), MEngM (George Washington University), BSc (University of Moratuwa).
My main area of research is services and relationship marketing. I also teach a PhD seminar on the same topic in addition to my MBA and BBA teaching in services marketing management. Since 2009, I have also been the co-editor of the journal Managing Service Quality, currently in its 24th year of publication.
My research has been published in the Journal of Business Research, European Journal of Marketing, International Journal of Service Industry Management, Managing Service Quality, Marketing Theory, the International Journal of Operations and Production Management, and the Journal of Targeting Measurement and Analysis for Marketing.
Prior to joining Laurier, I have worked or consulted for a number of leading organizations including Accenture, British Telecom, the Ceylon Chamber of Commerce, the World Bank and the Japan Bank for International Co-operation. I also worked for and managed an engineering consulting firm in the construction sector.
I was also a Fulbright Scholar and a Cambridge Commonwealth Scholar.
Customer relationships, word of mouth behavior, service failure and recovery, consumer behavior and service interactions.
I have been the recipient of a number of external research grants from both the public (Social Sciences and Humanities Research Council) and private (telecom industry) sectors. I have also received numerous research excellence awards, including best paper awards at some of the American Marketing Association’s leading conferences. I am also the co-author of an award-winning case publication.
I currently sit in the supervisory committee of 2 doctoral students in the marketing area.
Most recent publications:
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