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PhD (Cambridge University), MEngM (George Washington University), BSc (University of Moratuwa).
My main areas of research are Service Marketing and Relationship Marketing. I teach related courses at the PhD, MBA and the BBA levels. I am also the Co-Editor in Chief of the Journal of Service Theory and Practice.
My research has been published in leading journals across disciplines including:
- International Journal of Research in Marketing
- Journal of Product Innovation Management
- Marketing Letters
- International Journal of Operations and Production Management
- Industrial Marketing Management
- Toursim Management
- European Journal of Marketing
- Journal of Business Research
- Marketing Theory
- Journal of Service Management/ International Journal of Service Industry Management
- Journal of Service Theory and Practice / Managing Service Quality
- Journal of Services Marketing
- Journal of Marketing Management
- Journal of Targeting Measurement and Analysis for Marketing.
Prior to joining Laurier, I worked or consulted for organizations such as 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.
- Service Marketing and Management
- Infusion of technology including AI to service frontlines
- Customer service provider relationships
- Service failure, customer complaints
- Value creation and destruction
- Word of Mouth behavior
- Traditional WOM
- Online reviews
- C-C Social media interactions
- Business to Business relationships
- Survey research methods
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 have sat in the supervisory committees of the majority of doctoral students to have so far graduated from the marketing area. I am interested in supervising students who have interests in:
- Technology infusions including AI and robots to customer-service provider interactions
- Customer value
- Role of AI in service failure and recovery
- Sharing of Word of Mouth in social media, C-C social media interactions
Recent publications:
- Chatzipanagiotou, Kalliopi, Jaylan Azer and Chatura Ranaweera (2023), E-WOM in the B2B context: Conceptual Domain, Forms, and Implications for Research, Journal of Business Research, Vol 164, September. https://doi.org/10.1016/j.jbusres.2023.113957
- Zhao, P., Z. Ma, T. Gill, C. Ranaweera (2023), Social Media Sentiment Polarization and its Impact on Product Adoption, Marketing Letters, 34, pp. 497–512, https://doi.org/10.1007/s11002-023-09664-9
- Azer, Jaylan and Chatura Ranaweera (2022) Former customers’ E-WOM in social media platforms: An investigation of motives, network size and social ties, Journal of Business Research, Vol 146, July, pp. 118-133 https://doi.org/10.1016/j.jbusres.2022.03.068
- Chen, Y (K), Coviello, N, and Ranaweera, C (2021). When change is all around: How dynamic network capability and generative NPD learning shape a firm’s capacity for major innovation. Journal of Product Innovation Management. https://doi.org/10.1111/jpim.12595
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Naveen Donthu , Satish Kumar , Chatura Ranaweera , Debidutta Pattnaik , Anders Gustafsson (Accepted, 2021), Mapping of journal of services marketing themes: a retrospective overview using bibliometric analysis, Journal of Services Marketing, https://doi.org/10.1108/JSM-04-2020-0122
- Donthu, N., Kumar, S, Ranaweera, Chatura, Sigala, M. and Sureka, R. (2021), Journal of Service Theory and Practice at age 30: Past, present and future contributions to service research, Journal of Service Theory and Practice, Vol. 31, Issue 3
- Mehrabi, H., Nicole Coviello and Chatura Ranaweera (2021), When is top management team heterogeneity beneficial for product exploration? Understanding the role of institutional pressures, Journal of Business Research, Vol. 132, pp.775-786, DOI: https://doi.org/10.1016/j.jbusres.2020.10.057
- Yongjian (Ken) Chen, Nicole Coviello and Chatura Ranaweera (2020), How does dynamic network capability operate? A moderated mediation analysis with NPD speed and firm age, Journal of Business & Industrial Marketing, DOI 10.1108/JBIM-01-2020-0050
- Paul Harrigan, Kristof Coussement, Caroline Lancelot Miltgen & Chatura Ranaweera (2020) The future of technology in marketing; utopia or dystopia?, Journal of Marketing Management, 36:3-4, 211-215.
- Laud, G. Bove, L. Ranaweera, C., Leo, C., Sweeney, J. and Smith, S. (2019) Value co-destruction: A Typology of resource mis-integration manifestations, Journal of Services Marketing, 33, 7, pp. 866-889.
- H Liu, C. Jayawardhena, S. Dibb, C. Ranaweera (2019), Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective, Tourism Management, 75, pp. 381-392
- Kimmo Taiminen and Chatura Ranaweera (2019), Fostering Brand Engagement and Value-laden Trusted B2B Relationships through Digital Content Marketing: The Role of a Brand’s Helpfulness, European Journal of Marketing.
- Mehrabi, H., Nicole Coviello and Chatura Ranaweera (2019), Ambidextrous marketing capabilities and performance: How and when entrepreneurial orientation makes a difference, Industrial Marketing Management
- Jones, Tim, Chatura Ranaweera, Jeff B. Murray, Harvir S. Bansal (2018), A Prototyping Analysis of Relationship Marketing Constructs: What Constructs to use when, Journal of Marketing Management, Volume 34, No 9/10 (Oct), pp. 865-901
- Menon, K & Ranaweera, C (2018), Beyond close vs. distant ties: Understanding post-service sharing of information with close, exchange, and hybrid ties, International Journal of Research in Marketing, Volume 35, Issue 1, March, pp. 154-169
- Harness, D, Chatura Ranaweera, H. Karjaluoto, & C. Jayawardhena (2018), The role of negative and positive forms of power in supporting CSR alignment and commitment between large firms and SMEs, Industrial Marketing Management, Vol. 75, pp. 17-30
- Wang, F., Menon, K., & Ranaweera, C (2018), Dynamic trends in online product ratings: A diagnostic utility explanation, Journal of Business Research, 87, pp. 80–89
- Ranaweera, Chatura and Karjaluoto, Heikki (2017), “The impact of service bundles on the mechanism through which functional value and price value affect WOM intent”, Journal of Service Management, 28.4, pp. 707-23
- Gill, T., Kim, H. J., & Ranaweera, C. (2017), “Ethnic stereotyping in service provision: when do stereotypes affect the performance expectations and evaluation of ethnic service providers?”, Journal of Service Theory and Practice, 27(3).
- Voyer, Peter, & Ranaweera, Chatura (2015). The impact of word of mouth on service purchase decisions: examining risk and the interaction of tie strength and involvement. Journal of Service Theory and Practice, 25(5), pp. 636 - 656
- Ranaweera, Chatura & Sigala, Marianna (2015), “From service quality to service theory and practice”, Journal of Service Theory and Practice, 25(1), 2-9.
- Ranaweera, Chatura and Jayawardhena, C. (2014) “Talk up or criticize? Customer responses to WOM about competitors during social interactions” Journal of Business Research, http://dx.doi.org/10.1016/j.jbusres.2014.04.002
- Ranaweera, Chatura and Menon, K. (2013), “For Better or for Worse? Adverse Effects of Long-Term and Committed Customers” European Journal of Marketing, Vol. 47, No. 10, pp. 1598-1621.
PhD level
Service and Relationship Marketing
MBA level
Marketing Research
Service Marketing Management
Consulting Practice
BBA level
Introductory Marketing
Marketing Research
Service Marketing
High Technology Marketing
Contact Info:
F: 519.884.0201
Office location: LH4003 (Lazaridis Hall)
Office hours: By Appointment.
Languages spoken: English