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 Cornell University, US. He was the founding direct....

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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

Vinh Nhat Lu, Wirtz, Jochen , Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins and Paul Patterson (2020), "Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?", Journal of Service Theory and Practice, (forthcoming)
Wirtz, Jochen (2019), "Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence", Organizational Dynamics, published online first, (forthcoming)
Ella Glikson, Laura Rees, Wirtz, Jochen , Shirli Kopelman and Anat Rafaeli (2019), "When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation", Journal of Service Research, published online first, (forthcoming)
Hardeep Chahal, Jeevan Jyoti and Wirtz, Jochen (2018), "Understanding the Role of Business Analytics", 205, Springer, (forthcoming)
Wirtz, Jochen (2020), "Strategic Pathways to Cost-Effective Service Excellence", Eileen Bridges and Kendra Fowler (eds.), in The Routledge Handbook of Service Research Insights and Ideas, (forthcoming)

Selected Publications

46

Journals

7

Books

1

Papers

19

Others

Journal Articles

Vinh Nhat Lu, Wirtz, Jochen , Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins and Paul Patterson (2020), "Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?", Journal of Service Theory and Practice, (forthcoming)
Wirtz, Jochen (2019), "Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence", Organizational Dynamics, published online first, (forthcoming)
Ella Glikson, Laura Rees, Wirtz, Jochen , Shirli Kopelman and Anat Rafaeli (2019), "When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation", Journal of Service Research, published online first, (forthcoming)
Lobschat Lara, Benjamin Müller, Felix Eggers, Laura Brandimarte, Sarah Diefenbach, Mirja Kroschke and Wirtz, Jochen (2020), "Corporate Digital Responsibility", Journal of Business Research, (published online first)
Wirtz, Jochen (2019), "Social Media Brand Engagement: Dimensions, Drivers and Consequences", Journal of Consumer Marketing
Wirtz, Jochen , Chiara Orsingher and Hichang Cho (2019), "Engaging Customers Through Online and Offline Referral Reward Programs", European Journal of Marketing, 53(9), 1962-1987
Wirtz, Jochen , Kevin Kam Fung So, Makarand Mody, Stephanie Liu and Helen Chun (2019), "Platforms in the Peer-to-Peer Sharing Economy", Journal of Service Management, 30(4), 452-483
Benoit, Sabine, Sonja Klose, Wirtz, Jochen , Tor W. Andreasse and Timothy L. Keiningham (2019), "Bridging the Data-Divide Between Practitioners and Academics: Approaches to Collaborating Better to Leverage Each Other's Resources", Journal of Service Management
Wirtz, Jochen (2019), "Cost-Effective Service Excellence in Healthcare", AMS Review, 9(1-2), 98-104
Wirtz, Jochen , Christopher S. Tang and Dominik Georgi (2019), "Successful Referral Behavior in Referral Reward Programs", Journal of Service Management, 30(1), 48-74
Wirtz, Jochen , 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, 29(5), 907-931
Wirtz, Jochen and Michael Ehret (2018), "Ownership of Cocreation Assets: Driving B2B Value Propositions in the Service Economy", Journal Of Creative Value, 4(1), pp. 42-60
Chiara Orsingher and Wirtz, Jochen (2018), "Psychological Drivers of Referral Reward Program Effectiveness", Journal of Services Marketing, 32(3), pp. 256-268
Sven Tuzovic, Wirtz, Jochen and Loizos Heracleous (2018), "How Do Innovators Stay Innovative? A Longitudinal Case Analysis", Journal of Services Marketing, 32(1), pp. 34-45
Wirtz, Jochen and Valarie Zeithaml (2018), "Cost-Effective Service Excellence", Journal of the Academy of Marketing Science, 46(1), 59-80
Christina Jerger and Wirtz, Jochen (2017), "Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate", Journal of Service Research, 20(4), 362-378
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., Grönroos Christian and Wirtz, Jochen (2017), "Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries", Journal of Service Management, 28, 5, 837-865
Ramaseshan B, Wirtz, Jochen and Georgi Dominik (2017), "The Enhanced Loyalty Drivers of Customers Acquired Through Referral Reward Programs", Journal of Service Management, 28, 4, 687-706
Wirtz, Jochen and Jerger Christina (2017), "Managing Service Employees: Literature Review, Expert Opinions, and Research Directions", Service Industries Journal, 36, 15-16, 757-788
Michael Ehret and Wirtz, Jochen (2017), "Unlocking Value from Machines: Business Models and the Industrial Internet of Things", Journal of Marketing Management , 33, 1-2, 111-130
Orth U R, Wirtz, Jochen and McKinney A (2016), "Shopping Experiences in Visually Complex Service Environments: A Self-Regulation Account", Journal of Service Management, 27, 2, 194-217
Rodoula H. Tsiotsou and Wirtz, Jochen (2016), "Service Research in the New Economic and Social Landscape", Journal of Service Theory and Practice, 26, 2, 134-136
Oly Nelson Ndubisi, Ehret Michael and Wirtz, Jochen (2016), "Relational Governance Mechanisms and Uncertainties in Nonownership Services", Psychology & Marketing, 33, 4, 250-266
Wirtz, Jochen , Tuzovic Sven and Ehret Michael (2015), "Global Business Services: Increasing Specialization and Integration of the World Economy as Drivers of Economic Growth", Journal of Service Management, 26, 4, 565-587
Wirtz, Jochen and Sheryl E. Kimes (2015), "Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability", Foundations and Trends in Marketing, 8, no. 1, 1-68
Wirtz, Jochen , Volker Kuppelwieser and Sven Tuzovic (2014), "The Role of Marketing in Today's Enterprises", Journal of Service Management, Vol. 25, No. 2, 171-194
Wirtz, Jochen and Ulrich Orth (2014), "Consumer Processing of Interior Service Environments: The Interplay Among Visual Complexity, Processing Fluency, and Attractiveness", Journal of Service Research, Vol. 17(3), 296-309
Wirtz, Jochen and Loizos Heracleous (2014), "Sustainable Competitive Advantage at Singapore Airlines: Dual Strategy as Mastering Paradox", The Journal of Applied Behavioral Science, Vol. 50, no. 2, 150-170
Ping Xiao, Jeongwen Chiang, Naresh Malhotra and Wirtz, Jochen (2014), "Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings", Journal of Retailing , Vol. 90, no. 4, 463-480
Wirtz, Jochen , John E.G. Bateson, Eugene F. Burke and Carly J. Vaughan (2014), "Sifting to Efficiently Select the Right Service Employees", Organizational Dynamics, Vol. 43, 312-320
John Bateson, Eugene Burke, Carly Vaughan and Wirtz, Jochen (2014), "Psychometric Sifting to Efficiently Select the Right Service Employees", Managing Service Quality, Vol. 24, no. 5, 418-433
John E.G. Bateson, Eugene F. Burke, Carly J. Vaughan and Wirtz, Jochen (2013), "When Hiring, First Test, and Then Interview", Harvard Business Review , Vol. 91, No. 11, 34
Wirtz, Jochen , Vishal Kashyap and Michael Ehret (2013), "Business Models: Impact on Business Markets and Opportunities for Marketing Research", Industrial Marketing Management, Vol. 42, No. 5, 649-655
Chiara Orsingher, Patricia Chew, Siok Tambyah and Wirtz, Jochen (2013), "The Role of Metaperception on the Effectiveness of Referral Reward Programs", Journal of Service Research, Vol. 16, No. 1, 82-98, DOI: 10.1177/1094670512462138
Wirtz, Jochen , Anouk den Ambtman, Josee Bloemer, Csilla Horvath, B. Ramaseshan, Joris Van De Klundert, Zeynep Gurhan Canli and Jay Kandampully (2013), "Managing Brands and Customer Engagement in Online Brand Communities", Journal of Service Management, Vol. 24, No. 3, 223-244
Kristina Wittkowski, Sabine Moeller and Wirtz, Jochen (2013), "Firms' Intentions to Use Non-Ownership Services", Journal of Service Research, Vol. 16, No. 2, 171-185
Breffni M. Noone, Sheryl E. Kimes and Wirtz, Jochen (2012), "The Effect of Perceived Control on Consumer Responses to Service Encounter Pace", Cornell Hospitality Quarterly, Vol. 53, No. 4, 295-307
Xiao, Ping , Christopher Tang and Wirtz, Jochen (2011), "Optimizing Referral Reward Programs Under Impression Management Considerations", European Journal of Operational Research, Vol. 215, 730-739
Wirtz, Jochen (2011), "How to Deal with Customers Shakedowns", Harvard Business Review , Vol. 89, No. 4, 24
Wirtz, Jochen and Michael Ehret (2010), "Division of Labor between Firms: Business Services, Non-ownership-value and the Rise of the Service Economy", Service Science, 2(3), 136-145
Wirtz, Jochen and Janet R. McColl-Kennedy (2010), "Opportunistic customer claiming during service recovery", Journal of the Academy of Marketing Science, Vol. 38, no. 5, 654-675
Wirtz, Jochen , Ray Fisk, Stephen Grove, Lloyd C. Harris, Dominique Keeffe, Kate Reynolds and Rebekah Russell-Bennett (2010), "Customers behaving badly: A state of the art review, research agenda and implications for practitioners", Journal of Services Marketing, Vol. 24, no. 6, 417-429
Wirtz, Jochen and Loizos Heracleous (2010), "Singapore Airlines' Balancing Act - Asia's Premier Carrier Successfully Executes a Dual Strategy: It Offers World-class Service and is a Cost Leader", Harvard Business Review , Vol. 88, No 7/8, 145-149
Wirtz, Jochen , Alicia Grande, Anat Rafaeli, Shy Ravid and Dirk Steiner (2010), "Emotion display rules at work in the global service economy: The special case of the customer", Journal of Service Management, Vol. 21, No. 3, 388-412
Siok Kuan TAMBYAH, Anna S. Mattila and Wirtz, Jochen (2010), "Organizational Learning from Customer Feedback Received by Service Employees: A Social Capital Perspective", Journal of Service Management, Vol. 21, No. 3, 363-387

Books/Monographs

Hardeep Chahal, Jeevan Jyoti and Wirtz, Jochen (2018), "Understanding the Role of Business Analytics", 205, Springer, (forthcoming)
Wirtz, Jochen and Lovelock Christopher (2017), "Essentials of Services Marketing", Essentials of Services Marketing, 3rd edition., Pearson Education
Wirtz, Jochen (2017), "Winning in Service Markets: Success Through People, Technology, Strategy", Winning in Service Markets: Success Through People, Technology, Strategy, Available at Amazon
Wirtz, Jochen and Lovelock Christopher (2016), "Services Marketing: People, Technology, Strategy", Services Marketing: People, Technology, Strategy, Available at Amazon, World Scientific, 8th edition, 783 pp
Wirtz, Jochen (2016), "> Available in some 26 Translations and/or Adaptations"

Working Papers

Wirtz, Jochen and Ron KAUFMAN (2016), "Engineering a Service Revolution: How to Establish a Strong Service Culture Fast ", (forthcoming)

Others

Wirtz, Jochen (2020), "Strategic Pathways to Cost-Effective Service Excellence", Eileen Bridges and Kendra Fowler (eds.), in The Routledge Handbook of Service Research Insights and Ideas, (forthcoming)
Wirtz, Jochen and Michael Ehret (2018), "Asset-Based Strategies for Capturing Value in the Service Economy", 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, (forthcoming)
Michael Ehret and Wirtz, Jochen (2019), "Sharing Uncertainty Across Organizations: Service Capital and Customer Engagement for Realizing Nonownership Value", Linda Hollebeek and David Sprott (eds.), 423-440, in Handbook of Research on Customer Engagement, Edward Elgar Publishers
Wirtz, Jochen and Kaufman Ron (2017), "Revolutionizing Customer Service – How to Improve a Service Fast", HBR Webinar
Wirtz, Jochen (2016), "Case Study: Banyan Tree: Designing and Delivering a Branded Service Experience", Services Marketing: People, Technology Strategy, 8th edition, 633-642
Kimes S and Wirtz, Jochen (2016), "Case Study: The Accra Beach Hotel: Block Booking of Capacity during a Peak Period", Services Marketing: People, Technology Strategy, 8th edition, 652-657
Wirtz, Jochen and Lowe S (2016), "Case Study: Bouleau & Huntley: Cross-selling Professional Services", Services Marketing: People, Technology Strategy, 8th edition, 620-625
Wirtz, Jochen and Heracleous L (2016), "Case Study: Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence", Services Marketing: People, Technology Strategy, 8th edition, 695-703
Kimes S, Verma R, Hart C W and Wirtz, Jochen (2016), "Case Study: The Royal Dining Membership Program Dilemma", Services Marketing: People, Technology Strategy, 8th edition, 706-712
Wirtz, Jochen and Kaufman R (2016), "Case Study: LUX: Staging a Service Revolution in a Resort Chain", Services Marketing: People, Technology Strategy, 8th edition, 728-743
Wirtz, Jochen and Tang C (2016), "Case Study: Uber: Competing as market leader in the US versus being a distant second in China", Services Marketing: People, Technology, Strategy (8th Edition), 626-632
Wirtz, Jochen and Michael Ehret (2015), "Creating and Capturing Value in the Service Economy: The Crucial Role of Business Services in Driving Innovation and Growth", 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
Wirtz, Jochen and Rodoula H. Tsiotsou (2015), "The Three-Stage Model of Service Consumption", 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
Wirtz, Jochen and Loizos Heracleous (2012), "Strategy and Organisation at Singapore Airlines: Achieving Sustainable Advantage Through Dual Strategy", In: Energy, Transport, & the Environment by O. Inderwildi and Sir D. King (eds.), Springer London, 479-493

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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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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