Best-Selling Author

Hello, I’m Jochen Wirtz Welcome to my World.

About Me

Jochen Wirtz

Jochen Wirtz is Vice Dean, MBA Programmes and Professor of Marketing at the NUS Business School, National University of Singapore (NUS). Further, he is an international fellow of the Service Research Center at Karlstad University, Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, US, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University, US.

Awards

8+

Publications

260+

Clients

25+

EXPERIENCE

30+

About Me

Jochen Wirtz

Awards

8+

Publications

260+

Clients

25+

YEARS OF EXPERIENCE

30+

RECENT FEATURE

Services Marketing, 9th edition

Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.

Authors: Jochen Wirtz, Christopher Lovelock
Published: May 28, 2021
Publisher: World Scientific
Page count: 600
ISBN: 978-194-4659-00-4

Preview

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Books

Book

Flying High in A Competitive Industry: Secrets of the World’s Leading Airline

Book

Winning in Service Markets Series

Book

Understanding the Role of Business Analytics: Some Applications

Book

Essentials of Services Marketing, 3rd ed. adaptation for the Indian subcontinent

Book

Marketing de Serviços: Pessoas, Tecnologia e Estratégia

Book

Services Marketing: People, Technology, Strategy, 9th edition

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Teaching Cases

The following cases are available for teaching various services marketing and service management topics.

Teaching Case

LUX*: Staging a Service Revolution in a Resort Chain

Teaching Case

National Library Board Singapore: World-Class Service through Innovation and People Centricity

Teaching Case

The Royal Dining Membership Program Dilemma

Teaching Case

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

Teaching Case

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

Teaching Case

Banyan Tree: Designing and Delivering a Branded Service Experience

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Publications

Teaching Case

LUX*: Staging a Service Revolution in a Resort Chain

Teaching Case

National Library Board Singapore: World-Class Service through Innovation and People Centricity

Teaching Case

The Royal Dining Membership Program Dilemma

Teaching Case

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

Teaching Case

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

Teaching Case

Banyan Tree: Designing and Delivering a Branded Service Experience

Videos

What I Offer

Key Note

Professor Wirtz delivers high-energy and engaging key notes on topics such as:

Creating & Capturing Value in Modern Service Economies
Intelligent Automation, AI & Service Robots
Platform Business Models
From Products to Services & Solutions
Productizing & Branding Services
Managing Customer Loyalty
Customer Feedback Systems to Drive Organizational Learning
Staging a Service Revolution to Improve a Service Culture Fast.

Executive Education & Development

Professor Wirtz customizes and delivers executive education and development programs on key topics related to services marketing and service management, including:

Creating & Capturing Value in Modern Service Economies
Intelligent Automation, AI & Service Robots
Platform Business Models
From Products to Services & Solutions
Productizing & Branding Services
Managing Customer Loyalty
Customer Feedback Systems to Drive Organizational Learning
Staging a Service Revolution to Improve a Service Culture Fast.

Consulting

Professor Wirtz works with his clients on strategic projects using a mix of executive development, project work and client team guidance on topics related to services marketing and service management, including:

Creating & Capturing Value in Modern Service Economies
Intelligent Automation, AI & Service Robots
Platform Business Models
From Products to Services & Solutions
Productizing & Branding Services
Managing Customer Loyalty
Customer Feedback Systems to Drive Organizational Learning
Staging a Service Revolution to Improve a Service Culture Fast.