Publications
Publication Type:
Department:
Year:
Complaint Management: The Heart of CRM
journal articles
Emerald
Year
2006
Services research – a truly global discipline
journal articles
Wirtz J and Brah S
Year
2006
Do reward programs build loyalty for services?. The moderating effect of satisfaction on type and timing of rewards
journal articles
Lee YH and Keh HT
Year
2006
Biometrics: The next frontier in service excellence, productivity and security in the service sector
journal articles
Wirtz J and Heracleous L
Year
2006
Kung-fu service development at Singapore Airlines
journal articles
Wirtz J, Heracleous L and Johnston R
Year
2005
The psychology of intertemporal discounting: Why are distant events valued differently from proximal ones?
journal articles
Li X, Soman D, Ainslie G, Frederick S, Lynch J, Moreau P, Mitchell A, Read D, Sawyer A, Trope Y, Wertenbroch K and Zauberman G
Year
2005
The HBR list breakthrough ideas for 2005
journal articles
Wirtz J, Kramer RM, Kirby J, Rayport JF, Bonabeau E, Kalyanam K, Zweben M, Merton RC, Stewart TA, Sawhney M, Caruso D, Davenport TH, Buchanan L, Chesbrough HW, Lieberthal K, Heracleou L, Bateson MC, Rosen J, Von Ghyczy T, Antonovics J and Pfeffer J
Year
2005
Breakthrough ideas for 2005
journal articles
Kramer RM
Harvard Business School Publishing Corporation
Year
2005
Principles of Marketing An Asian Perspective
books/monographs
Ang, Tan, Kotler P and Leong
Year
2005
Services Marketing in Asia A Case Book
books/monographs
Wirtz J
Prentice Hall
Year
2005