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Publications

Publication Type:

All Journal Articles Books/monographs Conference/seminars Case Studies Others

Department:

All Accounting Analytics & Operations Finance Management & Organisation Marketing Strategy & Policy Real Estate

Year:

Building a World Class Service Organization (Assessment Tool)

books/monographs
Wirtz J
World Scientific
Year
2017

Designing Customer Service Processes

books/monographs
Wirtz J
Ws Professional
Year
2017

Service Quality and Productivity Management

books/monographs
Wirtz J
World Scientific
Year
2017

Pricing Services and Revenue Management

books/monographs
Wirtz J
World Scientific Publishing Company
Year
2017

Service Marketing Communications

books/monographs
Wirtz J
World Scientific
Year
2017

“Every coin has two sides”: The effects of dialectical thinking and attitudinal ambivalence on psychological discomfort and consumer choice

journal articles
Pang J, Li X, Keh HT and Maheswaran D
Year
2017

Revolutionizing Customer Service – How to Improve a Service Fast

case studies
Wirtz J and Kaufman R
Harvard Business Review Webinar
Year
2017

Cost-effective service excellence: Lessons from Singapore Airlines

books/monographs
Wirtz J, Heracleous L and Johnston R
Year
2017

Positioning Services in Competitive Markets

books/monographs
Wirtz J
World Scientific
Year
2017

Essentials of Services Marketing

books/monographs
Wirtz J and Lovelock CH
Pearson Higher Education
Year
2017