Jochen
WIRTZ, Jochen Vice Dean (Graduate Studies)
Professor
Department:  Marketing Office:  BIZ 1, 8-5 Contact:  (65) 6516 3656 Email:  jochen@nus.edu.sg Personal website Curriculum Vitae

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 director of the dual degree UCLA – NUS Executive M ...[More+]

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
Selected Publications
Recognition
& Awards
  • 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
Education 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
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)
Societal Impact

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