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 it is named after my mentor and friend, the late Professor Christopher Lovelock. To me it feels as […]
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 rapidly improving technologies (including sensors, cameras, speech recognition, big data, analytics, artificial intelligence (AI), biometrics, mobile and cloud […]
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 managerial insights. This book combines a practical, real-world focus with rich visual pedagogy to present an engaging and […]
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 feel that the textbook market will follow the music industry, and that fewer and fewer students will be […]
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, and it describes the 4 thrusts of a “service revolution” to rapidly improve a service culture, including (1) […]
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 sneak preview of the pictorial summaries of its 15 chapters and the new research that has been integrated […]