Chatura Ranaweera
Area Coordinator, Marketing; Professor
cranaweera@wlu.ca
548-889-4519
Waterloo, Ontario
Lazaridis School of Business and Economics
Chatura Ranaweera is an expert in customer dissatisfaction and complaining, customer satisfaction, engagement, loyalty and trust, influence of word of mouth, service failure and service recovery, service industries (travel, tourism and hospitality), service marketing and service industry management, social media sharing of information, technology infusions to service frontlines and word of mouth behaviour.
Areas of Expertise
- Brand Management and Advertising
- Digital Media and Social Media
- Marketing and Consumer Behaviour
Biography
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.
- Tourism 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.
Research Interests/Ongoing Projects
- 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.