Jochen Wirtz


Services Marketing: People, Technology, Strategy, 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.

Essentials of Services Marketing, 4th edition

Services dominate the world economy as never before, and technology continues to evolve in dramatic ways. New business models and industries emerge, and competitive activity is fierce. This book has been written in response to the global transformation of our economies to services. Clearly, skills in marketing and managing services have never been more important!

Intelligent Automation Book

This is the first book on Intelligent Automation (IA). Also called Hyperautomation, it is one of the most recent trends in the broad field of artificial intelligence. IA is a cutting-edge combination of methods and technologies, involving people, organizations, machine learning, low-code platforms, robotic process automation (RPA), and more.

Winning in Service Markets Series Understanding Service Consumers: Vol. 1

In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will result in satisfied customers who will buy again. Understanding Service Consumers is the first volume in the Winning in Service Markets Series by services marketing expert Jochen Wir

Winning in Service Markets Series Positioning Services in Competitive Markets: Vol. 2

What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it is becoming more important for service organizations to differentiate their products in ways meaningful to customers.

Winning in Service Markets Series Developing Service Products and Brands: Vol. 3

All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value proposition that meets the needs of target segments. Developing Service Products and Brands is the third book in the Winning in Service Markets series by services marketing expert Jochen Wirtz to cover the key aspects of services marketing and management based on sound academic evidence and knowledge.

Winning in Service Markets Series Pricing Services and Revenue Management: Vol. 4

Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services and Revenue Management explains how to set an effective pricing and revenue management strategy that fulfils the promise of the value proposition so that a value exchange takes place.

Winning in Service Markets Series Service Marketing Communications: Vol. 5

Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers’ awareness of the service product, their attitudes toward it, and how they can easily evaluate the products characteristics prior to purchase, and during and after consumption.

Winning in Service Markets Series Designing Customer Service Processes: Vol. 6

From a customer’s perspective, services are experiences. From the organization’s perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition.

Winning in Service Markets Series Balancing Capacity and Demand in Service Operations: Vol. 7

Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to develop strategies to bring demand and capacity into balance, in ways that create benefits for customers as well as to improve profitability for the business.

Winning in Service Markets Series Crafting the Service Environment: Vol. 8

Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting the Service Environment focuses on the key dimensions of service environments in the servicescape model and not much on its other aspects.

Winning in Service Markets Series Managing People for Service Advantage: Vol. 9

Highly capable and motivated people are at the center of service excellence and productivity. Behind today’s successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. Organizations that display this commitment understand the economic payoff from investing in their people.

Winning in Service Markets Series Managing Customer Relationships and Building Loyalty: Vol. 10

Targeting, acquiring, and retaining the “right” customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and Building Loyalty emphasizes the importance of desirable, loyal customers within the chosen segments, and the painstaking process to build and maintain their loyalty through well-conceived relationship marketing strategies.

Winning in Service Markets Series Designing Complaint Handling and Service Recovery Strategies: Vol. 11

The first unspoken law of service quality and productivity is: Do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it should just watch its customers take their business elsewhere.

Winning in Service Markets Series Service Quality and Productivity Management: Vol. 12

The relationship between productivity and customer satisfaction is more complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. The relationships between service quality, productivity and profitability will also be examined in detail in this book.

Winning in Service Markets Series Building a World-Class Service Organization: Vol. 13

Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the last book in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This book provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.

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

This book aims to answer a simple but intriguing question: How has Singapore Airlines (SIA) managed to make healthy profits year in year out, in an industry whose financial performance over the years has been dismal? SIA’s profitability on the other hand has been exceptional, superior in the long term to any competitor in its peer group. Our purpose in writing this book is to answer this question, based on our in-depth research on the airline industry and SIA, and derive some general lessons for managers in other industries.