Jochen

WIRTZ, Jochen

Vice Dean (Graduate Studies)
Professor


MARKETING

Bio

Jochen Wirtz is Professor of Marketing at the National University of Singapore (NUS), International Fellow of the Service Research Center at Karlstad University, Sweden, and Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Corne....

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Recognition & Awards

  • AMA SERVSIG Christopher Lovelock Career Contributions to the Services Discipline Award, http://www.servsig.org/wordpress/awards/christopher-lovelock-career-contributions-award/ - 2019
  • AMA SERVSIG Best Services Article in 2018 Award Finalist for the paper: Jochen Wirtz and Valarie Zeithaml (2018), “Cost-Effective Service Excellence”, Journal of the Academy of Marketing Science, Vol. 46, No. 1, pp. 59-80, https://link.springer.com/article/10.1007/s11747-017-0560-7 - 2019
  • Emerald Highly Commended Award for Excellence 2019 for the article: Jochen Wirtz, Paul Patterson, Werner Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, and Antje Martins (2018), “Brave New World: Service Robots in the Frontline”, Journal of Service Management, Vol. 29, No. 5, 907-931, https://doi.org/10.1108/JOSM-04-2018-0119 - 2019
  • Best Professor Award from the NUS Executive MBA Class of 2018 - 2019
  • Emerald Highly Commended Award for Excellence 2017 for the article “Accelerating Employee-Related Scholarship in Service Management: Research Streams, Propositions, and Commentaries" published in Journal of Service Management, 25(5), 837-865 - 2017
  • ‘Emerald Highly Commended Award for Excellence 2015', for the article “Psychometric Sifting to Efficiently Select the Right Service Employees”, published in Managing Service Quality - 2015
  • Placed on the Honor Role of the University-level Annual Teaching Excellence Award (ATEA), NUS for winning this award three times - 2014
  • University-level Annual Teaching Excellence Award (ATEA), NUS - 2013
  • Honorable mention, Best Paper Award for the article “Division of Labor between Firms: Business Services, Non-ownership-value and the Rise of the Service Economy,” published in Service Science, 2010, 2(3), 136-145; awarded by INFORMS - 2013
  • Best Paper Award for the conference paper "Is the Role of Marketing Diminishing? Results from Three Geographic Regions: Asia, Europe and USA", EMAC, KSMS & GAMMA Joint Symposium in Istanbul 2013, by Global Alliance of Marketing and Management Associations - 2013
  • Winner of the 2012 Academy of Marketing Science (AMS) Outstanding Marketing Educator Award - 2012
  • University Annual Teaching Excellence Awards (NUS) - 2011
  • Two Emerald Literati Club Highly Commended Awards for Excellence, one each for two articles published in the Journal of Service Management - 2011
  • Financial Times (FT) Lexicon Professor of the Week (May 2011) - 2011
  • Ranked as the 2nd most productive service researcher globally in five leading services journals over a 14-year period from 1995 to 2008, an and Goudarzlou (2011), "Publications in Major Service Research Journals: An Assessment of Institutional and Individual Research Productivity," Working Paper - 2011
  • Honorary appointment as International Fellow, Service Research Center at Karlstad University, Sweden - 2011
  • Faculty Outstanding Educator Award (NUS) - 2011
  • Faculty Outstanding Educator Award (NUS) - 2010
  • Ranked as the most productive service researcher in Asia in five leading services journals over a 14-year period from 1995 to 2008, Tan et al. (2010), "A Bibliometric Analysis of Service Research from Asia," in Managing Service Quality, 2010, Vol. 20, No. 1, 89-101 - 2010
  • Outstanding Reviewer for the Journal of Service Management - Winner of the Emerald Literati Network Awards for Excellence - 2010
  • Inaugural Outstanding Service Researcher Award, by Emerald Group Publishing - 2010
  • Inducted as members of the NUS Teaching Academy - 2009
  • Best Practical Implications Award by Emerald Group Publications for the Paper with the best practical implications - 2009
  • Annual Teaching Excellence Award (ATEA) Honor Roll - 2009
  • Faculty Outstanding Educator Award (NUS) - 2009
  • Faculty Outstanding Educator Award (NUS) - 2008
  • University Annual Teaching Excellence Awards (NUS) - 2007
  • Emerald Literati Club Highly Commended Award for Excellence for an article published in Journal of Service Management - 2007
  • Reviewer of the Year Award, Australasian Marketing Journal - 2006
  • Emerald Literati Club Outstanding Paper Award for Excellence for the best article published in Journal of Service Management - 2006
  • Emerald Literati Club Highly Commended Award for Excellence for an article published in Managing Service Quality - 2006
  • NUS Business School Outstanding Educator Award - 2005
  • Annual Teaching Excellence Award (ATEA) Honor Roll - 2004
  • University-level Outstanding Educator Award - 2003
  • University Annual Teaching Excellence Awards (NUS) - 2002
  • Top ranked educator of the NUS Business School, nominated for the University-level Outstanding Educator - 2002
  • Emerald Literati Club 2002 Highly Commended Award for Excellence for an article published in Managing Service Quality - 2002
  • Outstanding Educator Award Recognition List (NUS) - 2002
  • Emerald Literati Club 2003 Award for Excellence for the 'Most Outstanding Paper' of the year published in the Journal of Service Management - 2002
  • University Annual Teaching Excellence Awards (NUS) - 2001
  • Outstanding Educator Award, NUS Business School - 2001
  • Department of Marketing Outstanding Educator Award - 2001
  • Best Paper Award for a paper presented at The Hospitality & Tourism Educators 2001 Annual Conference, Toronto, Canada - 2001
  • Emerald Literati Club 2002 Highly Commended Award for Excellence for an article published in the Journal of Service Management - 2001
  • MCB University Press Literati Club Award for Excellence for an article published in the Journal of Service Management - 1999
  • MBA Alumni Award for Excellence in Instruction, NUS Business School - 1999

Educational Qualifications

  • PhD, Services Marketing, London Business School, UK, 1991
  • BBA Hons, Double-Major: Marketing & Accounting, FH Rosenheim, Germany, 1986
  • Banking Exam, Retail & Corporate Banking, Chamber of Commerce and Industry, Munich, Germany, 1981

Academic Experience

  • Professor of Marketing, National University of Singapore (NUS), 2012 - current
  • Associate Fellow in Executive Education, Said Business School, University of Oxford, 2008 - 2013
  • Associate Professor of Marketing (with tenure), National University of Singapore (NUS), 2003 - 2011
  • Associate Professor of Marketing, National University of Singapore, 2000 - 2002
  • Assistant Professor of Marketing, National University of Singapore (NUS), 1998 - 1999
  • Lecturer of Marketing, National University of Singapore (NUS), 1994 - 1997
  • Visiting Fellow of Marketing, National University of Singapore (NUS), 1992 - 1993

Corporate Experience

  • Global Faculty, Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University, 2017 - current
  • Academic Scholar, Cornell Institute for Healthy Futures (CIHF), Cornell University, 2016 - current
  • Member, Singapore Quality Award Management Committee, 2016 - current
  • Member, Singapore Service Excellence Medallion Management Committee, 2012 - current
  • International Fellow, Service Research Centre, Karlstad University, 2011 - current
  • Member, Service Management Advisory Panel, Civil Service College (CSC) Singapore, 2016 - 2018
  • Fellow, NUS Teaching Academy, NUS think-tank on education matters, 2009 - 2015
  • Founding Chair, Teaching Excellence Council at the NUS Business School, 2013 - 2014
  • Member, WDA Service Excellence Skills and Training Council (SESTC), 2013 - 2014
  • Director, Singapore Airlines Engineering Company Senior Executive Program, 2012 - 2014
  • Chairman, Academic Advisory Board for UP Your Service! College, 2008 - 2014
  • Founding Academic Director, UCLA - NUS Executive MBA Program , 2003 - 2014
  • Member of the Executive Council, NUS Teaching Academy, 2011 - 2012
  • Member, NUS Business School Management Committee, 2006 - 2008
  • Director, Exel Global Business Excellence Program - Delivering Customer Service at a Profit, 2001 - 2006
  • Academic Director, Asia-Pacific Executive MBA (APEX-MBA) Program, 2002 - 2004
  • Member, NUS Business School Management Committee, 2002 - 2004
  • Director, Exel Young Leaders Program, 2003 - 2004
  • Director, Marketing Management Program, NUS, 2000 - 2003
  • 2.0 Consulting/Executive Education
  • 2.1 Executive Development Programs, including Stanford-NUS Exec Prog and Advanced Management Prog
  • 2.2 Development and Facilitation of Strategy Retreats for a wide range of organizations
  • 2.3 Tata Group, Tata Consultancy Services, Titan Industries
  • 2.4 Shell
  • 2.5 Defence Science and Technology Agency, Jurong Town Corporation, National Library Board
  • 2.6 Ascendas Pte Ltd
  • 2.7 Philips Healthcare, Phillips Customer Care Centres, Sanofi-Aventis
  • 2.8 Louis Vuitton
  • 2.9 Fujitsu, HP, Intel, Microsoft, Sony
  • 2.10 Abacus International, Thomson Reuters
  • 2.11 Ron Kaufman Pte Ltd, Up Your Service! Pte Ltd`
  • 2.12 DHL, Exel, SembCorp Logistics
  • 2.13 Carnival Cruises, Princess Cruises, Singapore Airlines, Starwood Hotels & Resorts Worldwide
  • 2.14 KPN, Nokia, MobileOne, Motorola, PCCW-HKT, Shanghai Post and Telecom, SK Telecom
  • 2.15 Allianz Re, American Express, Canara Bank, Citibank, Kookmin Bank, LG Capital, World Bank
  • 2.16 Accenture, Arthur D. Little, KPMG
  • 3.0 Founding/Angel Investor
  • 3.1 Accellion
  • 3.2 TranscribeMe
  • 3.3 UP! Your Service

Selected Publications

Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?

Journal Articles
Wirtz, Jochen with Vinh Nhat Lu, Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins and Paul Patterson
Journal of Service Theory and Practice

Year
2020

View

Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence

Journal Articles
Wirtz, Jochen
Organizational Dynamics, published online first

Year
2019

View

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

Journal Articles
Wirtz, Jochen with Ella Glikson, Laura Rees, Shirli Kopelman and Anat Rafaeli
Journal of Service Research, published online first

Year
2019

View

Understanding the Role of Business Analytics

Books/Monographs
Wirtz, Jochen with Hardeep Chahal and Jeevan Jyoti
205, Springer

Year
2018

View

Strategic Pathways to Cost-Effective Service Excellence

Others
Wirtz, Jochen
Eileen Bridges and Kendra Fowler (eds.), in The Routledge Handbook of Service Research Insights and Ideas

Year
2020

View

Selected Publications

48

Journals

7

Books

1

Papers

19

Others

Journal Articles

Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?

Journal Articles
Wirtz, Jochen with Vinh Nhat Lu, Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins and Paul Patterson
Journal of Service Theory and Practice

Year
2020

View

Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence

Journal Articles
Wirtz, Jochen
Organizational Dynamics, published online first

Year
2019

View

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

Journal Articles
Wirtz, Jochen with Ella Glikson, Laura Rees, Shirli Kopelman and Anat Rafaeli
Journal of Service Research, published online first

Year
2019

View

Luxury Services

Journal Articles
Wirtz, Jochen with Jonas Holmqvist and Martin P. Fritze
Journal of Service Management

Year
2020

View

Two-directional convergence of platform and pipeline business models

Journal Articles
Wirtz, Jochen with Makarand Mody, Kevin Kam Fung So, Helen Chun and Stephanie Liu
Journal of Service Management

Year
2020

View

Corporate Digital Responsibility

Journal Articles
Wirtz, Jochen with Lobschat Lara, Benjamin Müller, Felix Eggers, Laura Brandimarte, Sarah Diefenbach and Mirja Kroschke
Journal of Business Research, (published online first)

Year
2020

View

Social Media Brand Engagement: Dimensions, Drivers and Consequences

Journal Articles
Wirtz, Jochen
Journal of Consumer Marketing

Year
2019

Engaging Customers Through Online and Offline Referral Reward Programs

Journal Articles
Wirtz, Jochen with Chiara Orsingher and Hichang Cho
European Journal of Marketing, 53(9), 1962-1987

Year
2019

View

Platforms in the Peer-to-Peer Sharing Economy

Journal Articles
Wirtz, Jochen with Kevin Kam Fung So, Makarand Mody, Stephanie Liu and Helen Chun
Journal of Service Management, 30(4), 452-483

Year
2019

View

Bridging the Data-Divide Between Practitioners and Academics: Approaches to Collaborating Better to Leverage Each Other's Resources

Journal Articles
Wirtz, Jochen with Benoit, Sabine, Sonja Klose, Tor W. Andreasse and Timothy L. Keiningham
Journal of Service Management

Year
2019

View

Cost-Effective Service Excellence in Healthcare

Journal Articles
Wirtz, Jochen
AMS Review, 9(1-2), 98-104

Year
2019

View

Successful Referral Behavior in Referral Reward Programs

Journal Articles
Wirtz, Jochen with Christopher S. Tang and Dominik Georgi
Journal of Service Management, 30(1), 48-74

Year
2019

View

Brave New World: Service Robots in the Frontline

Journal Articles
Wirtz, Jochen with Paul Patterson, Werner Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch and Antje Martins
Journal of Service Management, 29(5), 907-931

Year
2018

View

Ownership of Cocreation Assets: Driving B2B Value Propositions in the Service Economy

Journal Articles
Wirtz, Jochen with Michael Ehret
Journal Of Creative Value, 4(1), pp. 42-60

Year
2018

View

Psychological Drivers of Referral Reward Program Effectiveness

Journal Articles
Wirtz, Jochen with Chiara Orsingher
Journal of Services Marketing, 32(3), pp. 256-268

Year
2018

View

How Do Innovators Stay Innovative? A Longitudinal Case Analysis

Journal Articles
Wirtz, Jochen with Sven Tuzovic and Loizos Heracleous
Journal of Services Marketing, 32(1), pp. 34-45

Year
2018

View

Cost-Effective Service Excellence

Journal Articles
Wirtz, Jochen with Valarie Zeithaml
Journal of the Academy of Marketing Science, 46(1), 59-80

Year
2018

View

Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate

Journal Articles
Wirtz, Jochen with Christina Jerger
Journal of Service Research, 20(4), 362-378

Year
2017

View

Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries

Journal Articles
Wirtz, Jochen with Mahesh Subramony, Ehrhart Karen, Groth Markus, Holtom Brooks C., Jaarsveld Danielle D. van, Yagil Dana, Darabi Tiffany, Walker David, Bowen David E, Fisk Raymond P. and Grönroos Christian
Journal of Service Management, 28, (5), 837-865

Year
2017

View

The Enhanced Loyalty Drivers of Customers Acquired Through Referral Reward Programs

Journal Articles
Wirtz, Jochen with Ramaseshan B and Georgi Dominik
Journal of Service Management, 28, (4), 687-706

Year
2017

View

Managing Service Employees: Literature Review, Expert Opinions, and Research Directions

Journal Articles
Wirtz, Jochen with Jerger Christina
Service Industries Journal, 36, (15-16), 757-788

Year
2017

View

Unlocking Value from Machines: Business Models and the Industrial Internet of Things

Journal Articles
Wirtz, Jochen with Michael Ehret
Journal of Marketing Management , 33, (1-2), 111-130

Year
2017

View

The Privacy Dyad: Antecedents of Promotion- and Prevention-Focused Online Privacy Behaviors and the Mediating Role of Trust and Privacy Concern

Journal Articles
Wirtz, Jochen with Lwin M and Stanaland Andrea J. S
Internet Research, 26, (4), 919-941

Year
2016

View

Shopping Experiences in Visually Complex Service Environments: A Self-Regulation Account

Journal Articles
Wirtz, Jochen with Orth U R and McKinney A
Journal of Service Management, 27, (2), 194-217

Year
2016

View

Service Research in the New Economic and Social Landscape

Journal Articles
Wirtz, Jochen with Rodoula H. Tsiotsou
Journal of Service Theory and Practice, 26, (2), 134-136

Year
2016

View

Relational Governance Mechanisms and Uncertainties in Nonownership Services

Journal Articles
Wirtz, Jochen with Oly Nelson Ndubisi and Ehret Michael
Psychology & Marketing, 33, (4), 250-266

Year
2016

View

Global Business Services: Increasing Specialization and Integration of the World Economy as Drivers of Economic Growth

Journal Articles
Wirtz, Jochen with Tuzovic Sven and Ehret Michael
Journal of Service Management, 26, (4), 565-587

Year
2015

View

Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability

Journal Articles
Wirtz, Jochen with Sheryl E. Kimes
Foundations and Trends in Marketing, 8, no. 1, 1-68

Year
2015

View

The Role of Marketing in Today's Enterprises

Journal Articles
Wirtz, Jochen with Volker Kuppelwieser and Sven Tuzovic
Journal of Service Management, Vol. 25, No. 2, 171-194

Year
2014

View

Consumer Processing of Interior Service Environments: The Interplay Among Visual Complexity, Processing Fluency, and Attractiveness

Journal Articles
Wirtz, Jochen with Ulrich Orth
Journal of Service Research, Vol. 17(3), 296-309

Year
2014

View

Sustainable Competitive Advantage at Singapore Airlines: Dual Strategy as Mastering Paradox

Journal Articles
Wirtz, Jochen with Loizos Heracleous
The Journal of Applied Behavioral Science, Vol. 50, no. 2, 150-170

Year
2014

View

Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings

Journal Articles
Wirtz, Jochen with Ping Xiao, Jeongwen Chiang and Naresh Malhotra
Journal of Retailing , Vol. 90, no. 4, 463-480

Year
2014

View

Sifting to Efficiently Select the Right Service Employees

Journal Articles
Wirtz, Jochen with John E.G. Bateson, Eugene F. Burke and Carly J. Vaughan
Organizational Dynamics, Vol. 43, 312-320

Year
2014

View

Psychometric Sifting to Efficiently Select the Right Service Employees

Journal Articles
Wirtz, Jochen with John Bateson, Eugene Burke and Carly Vaughan
Managing Service Quality, Vol. 24, no. 5, 418-433

Year
2014

View

When Hiring, First Test, and Then Interview

Journal Articles
Wirtz, Jochen with John E.G. Bateson, Eugene F. Burke and Carly J. Vaughan
Harvard Business Review , Vol. 91, No. 11, 34

Year
2013

View

Business Models: Impact on Business Markets and Opportunities for Marketing Research

Journal Articles
Wirtz, Jochen with Vishal Kashyap and Michael Ehret
Industrial Marketing Management, Vol. 42, No. 5, 649-655

Year
2013

View

The Role of Metaperception on the Effectiveness of Referral Reward Programs

Journal Articles
Wirtz, Jochen with Chiara Orsingher, Patricia Chew and Siok Tambyah
Journal of Service Research, Vol. 16, No. 1, 82-98, DOI: 10.1177/1094670512462138

Year
2013

View

Managing Brands and Customer Engagement in Online Brand Communities

Journal Articles
Wirtz, Jochen with Anouk den Ambtman, Josee Bloemer, Csilla Horvath, B. Ramaseshan, Joris Van De Klundert, Zeynep Gurhan Canli and Jay Kandampully
Journal of Service Management, Vol. 24, No. 3, 223-244

Year
2013

View

Firms' Intentions to Use Non-Ownership Services

Journal Articles
Wirtz, Jochen with Kristina Wittkowski and Sabine Moeller
Journal of Service Research, Vol. 16, No. 2, 171-185

Year
2013

View

The Effect of Perceived Control on Consumer Responses to Service Encounter Pace

Journal Articles
Wirtz, Jochen with Breffni M. Noone and Sheryl E. Kimes
Cornell Hospitality Quarterly, Vol. 53, No. 4, 295-307

Year
2012

View

Optimizing Referral Reward Programs Under Impression Management Considerations

Journal Articles
Wirtz, Jochen with Xiao, Ping and Christopher Tang
European Journal of Operational Research, Vol. 215, 730-739

Year
2011

View

How to Deal with Customers Shakedowns

Journal Articles
Wirtz, Jochen
Harvard Business Review , Vol. 89, No. 4, 24

Year
2011

View

Division of Labor between Firms: Business Services, Non-ownership-value and the Rise of the Service Economy

Journal Articles
Wirtz, Jochen with Michael Ehret
Service Science, 2(3), 136-145

Year
2010

View

Opportunistic customer claiming during service recovery

Journal Articles
Wirtz, Jochen with Janet R. McColl-Kennedy
Journal of the Academy of Marketing Science, Vol. 38, no. 5, 654-675

Year
2010

View

Customers behaving badly: A state of the art review, research agenda and implications for practitioners

Journal Articles
Wirtz, Jochen with Ray Fisk, Stephen Grove, Lloyd C. Harris, Dominique Keeffe, Kate Reynolds and Rebekah Russell-Bennett
Journal of Services Marketing, Vol. 24, no. 6, 417-429

Year
2010

View

Singapore Airlines' Balancing Act - Asia's Premier Carrier Successfully Executes a Dual Strategy: It Offers World-class Service and is a Cost Leader

Journal Articles
Wirtz, Jochen with Loizos Heracleous
Harvard Business Review , Vol. 88, No 7/8, 145-149

Year
2010

View

Emotion display rules at work in the global service economy: The special case of the customer

Journal Articles
Wirtz, Jochen with Alicia Grande, Anat Rafaeli, Shy Ravid and Dirk Steiner
Journal of Service Management, Vol. 21, No. 3, 388-412

Year
2010

View

Organizational Learning from Customer Feedback Received by Service Employees: A Social Capital Perspective

Journal Articles
Wirtz, Jochen with Siok Kuan TAMBYAH and Anna S. Mattila
Journal of Service Management, Vol. 21, No. 3, 363-387

Year
2010

View

Books/Monographs

Understanding the Role of Business Analytics

Books/Monographs
Wirtz, Jochen with Hardeep Chahal and Jeevan Jyoti
205, Springer

Year
2018

View

Available in some 26 Translations and/or Adaptations

Books/Monographs
Wirtz, Jochen

Year
2019

View

Essentials of Services Marketing

Books/Monographs
Wirtz, Jochen with Lovelock Christopher
Essentials of Services Marketing, 3rd edition., Pearson Education

Year
2017

View

Winning in Service Markets: Success Through People, Technology, Strategy

Books/Monographs
Wirtz, Jochen
Winning in Service Markets: Success Through People, Technology, Strategy, Available at Amazon

Year
2017

View

Services Marketing: People, Technology, Strategy

Books/Monographs
Wirtz, Jochen with Lovelock Christopher
Services Marketing: People, Technology, Strategy, Available at Amazon, World Scientific, 8th edition, 783 pp

Year
2016

View

Flying High in a Competitive Industry: Secrets of the Worlds` Leading Airline

Books/Monographs
Wirtz, Jochen with Loizos Heracleous and Nitin Pangarkar
ISBN-13: 978-0071281966,, Singapore: McGraw Hill

Year
2009

View

Working Papers

Engineering a Service Revolution: How to Establish a Strong Service Culture Fast

Working Papers
Wirtz, Jochen with Ron KAUFMAN

Year
2016

View

Others

Strategic Pathways to Cost-Effective Service Excellence

Others
Wirtz, Jochen
Eileen Bridges and Kendra Fowler (eds.), in The Routledge Handbook of Service Research Insights and Ideas

Year
2020

View

Asset-Based Strategies for Capturing Value in the Service Economy

Others
Wirtz, Jochen with Michael Ehret
in Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C., Lyons, K., Patricio, L. & Sawatani, Y. (Eds.). (in press), Handbook of Service Science, Volume II

Year
2018

View

Sharing Uncertainty Across Organizations: Service Capital and Customer Engagement for Realizing Nonownership Value

Others
Wirtz, Jochen with Michael Ehret
423-440, in Handbook of Research on Customer Engagement, Edward Elgar Publishers

Year
2019

View

Revolutionizing Customer Service – How to Improve a Service Fast

Others
Wirtz, Jochen with Kaufman Ron
HBR Webinar

Year
2017

View

Case Study: Banyan Tree: Designing and Delivering a Branded Service Experience

Others
Wirtz, Jochen
Services Marketing: People, Technology Strategy, 8th edition, 633-642

Year
2016

View

Case Study: The Accra Beach Hotel: Block Booking of Capacity during a Peak Period

Others
Wirtz, Jochen with Kimes S
Services Marketing: People, Technology Strategy, 8th edition, 652-657

Year
2016

View

Case Study: Bouleau & Huntley: Cross-selling Professional Services

Others
Wirtz, Jochen with Lowe S
Services Marketing: People, Technology Strategy, 8th edition, 620-625

Year
2016

View

Case Study: Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence

Others
Wirtz, Jochen with Heracleous L
Services Marketing: People, Technology Strategy, 8th edition, 695-703

Year
2016

View

Case Study: The Royal Dining Membership Program Dilemma

Others
Wirtz, Jochen with Kimes S, Verma R and Hart C W
Services Marketing: People, Technology Strategy, 8th edition, 706-712

Year
2016

View

Case Study: LUX: Staging a Service Revolution in a Resort Chain

Others
Wirtz, Jochen with Kaufman R
Services Marketing: People, Technology Strategy, 8th edition, 728-743

Year
2016

View

Case Study: Uber: Competing as market leader in the US versus being a distant second in China

Others
Wirtz, Jochen with Tang C
Services Marketing: People, Technology, Strategy (8th Edition), 626-632

Year
2016

View

Creating and Capturing Value in the Service Economy: The Crucial Role of Business Services in Driving Innovation and Growth

Others
Wirtz, Jochen with Michael Ehret
in: The Handbook of Service Business: Management, Marketing, Innovation and Internationalisation, by Bryson, J R and Daniels, P W (eds.) Cheltenham: Edward Elgar, pp. 129-145

Year
2015

View

The Three-Stage Model of Service Consumption

Others
Wirtz, Jochen with Rodoula H. Tsiotsou
in:The Handbook of Service Business: Management, Marketing, Innovation and Internationalisation, by Bryson, J R and Daniels, P W (eds.) Cheltenham: Edward Elgar, pp. 105-128

Year
2015

View

Strategy and Organisation at Singapore Airlines: Achieving Sustainable Advantage Through Dual Strategy

Others
Wirtz, Jochen with Loizos Heracleous
In: Energy, Transport, & the Environment by O. Inderwildi and Sir D. King (eds.), Springer London, 479-493

Year
2012

View

Video: Driving Growth: Cost-effective Service Excellence, Part 1

Others
Wirtz, Jochen

Year

View

Video: Driving Growth: Cost-effective Service Excellence, Part 2

Others
Wirtz, Jochen

Year

View

Video: Service Revolution, Part 1

Others
Wirtz, Jochen

Year

View

Video: Service Revolution, Part 2

Others
Wirtz, Jochen

Year

View

Video: Service Revolution, Part 3

Others
Wirtz, Jochen

Year

View

Research / Teaching Areas

Cost-effective Service Excellence

Service Robots And Ai

Platform Business Models

Capturing Value In The Service Economy

Service Revolution: How To Rapidly Improve The Service Culture And Customer Experience

Customer Feedback Systems

Services Marketing & Service Management

Societal Impact

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For the fifth year in a row Singapore’s Changi Airport has been named the best airport in the world by the Skytrax Passengers Choice Awards.<...

March 30th, 2017

An HR strategy for service excellence: Five pointers from SIA

Regularly ranked among the world’s best airlines, the focus of Singapore Airlines (SIA) can be summed up in one word – customer.

The...

April 20th, 2015

Courses

  • BME5011, Service Management (APEX-MBA)
  • BMU5014, Contemporary Issues in Business – Services Management

Membership & Professional Activities

  • Editorial Board Member, _
  • Australasian Marketing Journal
  • Cornell Hospitality Quarterly
  • Journal of Business Research
  • Journal of Retailing & Consumer Services
  • Journal of Service Management
  • Journal of Services Marketing
  • Journal of Service Research
  • Managing Service Quality
  • Service Science
  • The Service Industries Journal
  • Ad hoc reviewer, _
  • European Journal of Marketing
  • Journal of Applied Social Psychology
  • Journal of Consumer Research
  • Journal of Marketing
  • Journal of the Academy of Marketing Science
  • Member, _
  • Academy of Marketing Science (2000 - present)
  • Association of Consumer Research (1995 - present)
  • American Marketing Association (1992 - present)
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