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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 91porn, 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.
Awards:
Highly commended paper award (2020), Journal of Services Marketing, “Value co-destruction: A Typology of resource mis-integration manifestations”.
Best Paper Award, Annual International Colloquium in Relationship Marketing, Maastricht University, Netherlands, 2009
Best Service Marketing Paper, Academy of Marketing Science Annual Conference, Baltimore MD, 2009
Best Case of the Conference, Administrative Sciences Association of Canada, Annual Conference, 2008
Emerald Literati Club, Outstanding Paper of the Year award, International Journal of Operations and Production Management, 2004
Highly Commended Paper Award at the American Marketing Association, Service Special Interest Group Annual research conference, June 2003.
Best Doctoral Student Paper award at the 8th Annual International Conference of the European Operations Management Association, June 2001.
I am interested in supervising students in the following areas:
- 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
- Xie, Amy, O. Olajuwon-Ige, C. Ranaweera, A. Lee, V, Kumari (2025), Frontline employee competencies for technologically complex service environments: A conceptual model of mindfulness orientation, Journal of Service Management (Accepted Jan 2025)
- Mirza, Jeeshan, Yany Grégoire, Chatura Ranaweera, Chau Minh Nguyen (2025), Boundary Breaking Opportunities in Service Failure & Recovery, Journal of Service Management (accepted Dec 2024)
- Mehrabi, H., Chen, Y.(K). and Ranaweera, C. (2024), "The architecture of marketing leadership: How different structures of marketing presence in the top management team drive new product performance", Marketing Intelligence & Planning, ahead-of-print. https://doi.org/10.1108/MIP-10-2023-0582
- 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,
- 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
- 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.
- 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:
- 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
- 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
- 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).
- Ranaweera, Chatura and Jayawardhena, C. (2014) “Talk up or criticize? Customer responses to WOM about competitors during social interactions” Journal of Business Research,
- 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