Just finalized! The 9th edition of the best-selling text Services Marketing: People, Technology, Strategy will be available on Amazon next month. The attached file gives a sneak preview of the pictorial summaries of its 15 chapters and the new research that has been integrated since the last edition (see endnotes at each chapter). New topics that were […]

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It is an honor to be featured in my university’s new series on “Outstanding Educators at NUS”, although I probably talked too much..https://lnkd.in/d-Bw4KR

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Master Class: How to Improve a Service Culture Fast. This 30 min video discusses 4 learnings many firms get wrong when they want to improve their service culture, and it describes the 4 thrusts of a “service revolution” to rapidly improve a service culture, including (1) Service Leadership, and Vision, Purpose & Values, (2) Service […]

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My colleague Lillian Cheng and her co-author Kent Monroe work on a case study and series of publications on the pricing of textbooks in the US. Lillian, Kent and I feel that the textbook market will follow the music industry, and that fewer and fewer students will be willing to pay $200 and more for a textbook, especially if […]

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The 3rd edition has just been published. It is a concise and reader-friendly guide to marketing and managing services. It encompasses cutting-edge service concepts and the latest developments, academic research as well as managerial insights. This book combines a practical, real-world focus with rich visual pedagogy to present an engaging and exciting look at the […]

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Our economy is facing a turning point in its history similar to the industrial revolution in manufacturing that started in the 18th century. Robotics and Ai in combination with rapidly improving technologies (including sensors, cameras, speech recognition, big data, analytics, artificial intelligence (AI), biometrics, mobile and cloud technologies, geo-tagging, drones and autonomous vehicles) are about to […]

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What an absolute honor – I am so thrilled to have been awarded the Christopher Lovelock Career Contributions to the Services Discipline Award. This award is so precious to me also because it is named after my mentor and friend, the late Professor Christopher Lovelock. To me it feels as if I just received my own Nobel […]

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