Teaching Case - Jochen Wirtz

LUX*: Staging a Service Revolution in a Resort Chain

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Jochen Wirtz and Ron Kaufman

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

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Thomas Menkhoff and Jochen Wirtz

The Royal Dining Membership Program Dilemma

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Sheryl E. Kimes, Rohit Verma, Christopher W. Hart and Jochen Wirtz

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

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Jochen Wirtz and Loizos Heracleous

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

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Sheryl E. Kimes and Jochen Wirtz

Banyan Tree: Designing and Delivering a Branded Service Experience

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Jochen Wirtz

Uber: Competing as Market Leader in the US versus Being a Distant Second in China

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Jochen Wirtz and Christopher Tang

Bouleau & Huntley: Cross-selling Professional Services

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Jochen Wirtz and Suzanne Lowe

LUX*: Staging a Service Revolution in a Resort Chain

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

The Royal Dining Membership Program Dilemma

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

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

Banyan Tree: Designing and Delivering a Branded Service Experience

Uber: Competing as Market Leader in the US versus Being a Distant Second in China

Bouleau & Huntley: Cross-selling Professional Services

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