Christopher Lovelock Career Contributions Award
Christopher Lovelock Career Contributions Award 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 itContinue Reading
Brave New World: Service Robots in the Frontline
Brave New World: Service Robots in the Frontline 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 rapidlyContinue Reading
Essentials of Services Marketing
Essentials of Services Marketing 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 managerialContinue Reading
Textbooks are Too Expensive. Do You Agree?
Textbooks are Too Expensive. Do You Agree? 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 feelContinue Reading
Master Class: How to Improve a Service Culture Fast.
Master Class: How to Improve a Service Culture Fast. 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, andContinue Reading
Got featured in series on “Outstanding Educators at NUS”
Got featured in series on “Outstanding Educators at NUS” 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
9th edition of the best-selling text Services Marketing: People, Technology, Strategy
9th edition of the best-selling text Services Marketing: People, Technology, Strategy 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 sneakContinue Reading