Dr. Jochen Wirtz
Dr. Jochen Wirtz is a Senior Associate of Strategic Concepts International, an Associate Professor of Marketing with the NUS Business School, National University of Singapore, and the Academic Co-Director of the UCLA - NUS Executive MBA Program, and member of the NUS Business School Management Committee. He previously directed the APEX-MBA (Asia-Pacific Executive MBA) Program, and he has been the director of a number of other senior executive development programs.
Jochen is one of the leading authorities in Services Marketing in Asia. His research focuses on service management related topics such as service satisfaction, customer feedback systems, service guarantees, and yield management. His research has been published in some 60 academic journal papers, incl. in Harvard Business Review, Journal of Business Research, Journal of Consumer Psychology, Journal of Retailing, Journal of Service Research, Journal of Services Marketing, Journal of the Academy of Marketing Science, and Psychology and Marketing. Dr. Wirtz serves on the editorial review boards of seven journals, including the Cornell Quarterly, International Journal of Service Industry Management, Journal of Retailing and Consumer Services, Journal of Service Research, and Managing Service Quality. In addition, he has published some 80 conference papers, 10 books, and over 40 book chapters. His book Services Marketing - People, Technology, Strategy, 6th edition, co-authored with Professor Lovelock of Yale University, has become the top services marketing text book globally. In 2005, Dr. Wirtz chaired the American Marketing Association-sponsored SERVSIG (Services Special Interest Group) Research Conference (www.servsig2005.org) at NUS - this was the first time this global conference was held in Asia.
In recognition of his excellence in research, Dr. Wirtz received six research awards, including the ‘Emerald Literati Club 2003 Award for Excellence' for the ‘Most Outstanding Paper' of the year in the International Journal of Service Industry Management (IJSIM); the ‘Emerald Literati Club Highly Commended Award for Excellence' in 2002 for a publication in the IJSIM; the ‘Emerald Literati Club 2002 Highly Commended Award for Excellence' for a paper in Managing Service Quality; and the Best Paper Award at The Hospitality & Tourism Educators 2001 Annual Conference in Toronto, Canada, and the ‘MCB University Press Literati Club 2000 Award for Excellence' for a paper in the IJSIM.
In recognition of his excellence in instruction, Dr. Wirtz has received seven teaching awards, including the University-level ‘Outstanding Educator Award 2003.' This award was given only to two top educators in 2003 out of some 2,500 professors at the National University of Singapore (www.nus.edu.sg/uawards). Furthermore, he won the University Teaching Excellence Award 2006, the Faculty Outstanding Educator Award 2005/06, was the top-ranked instructor of the NUS Business School for the University-level Teaching Award in 2002, and won the Outstanding Educator Award of the Year of the NUS Business School in 2001, the Award for Excellence in Instruction from the MBA Alumni in 1999, and several Commendations for Teaching Excellence from the NUS Business School.
Outside academia, Dr. Wirtz has been an active management consultant working with a number of consulting firms in Asia and Europe, including Accenture, Arthur D.Little, and KPMG. His work has been mainly in the areas of Strategy, Business Development and Service Management (including CRM, Churn Management, and LTV). In Asia, Dr. Wirtz has consulted with blue chip clients such as Citibank, the Defence Science & Technology Agency in Singapore, Jurong Town Corporation, LG Capital, MobileOne, Motorola, PCCW HKT, Philips Customer Care Centres, Shanghai Post and Telephone, Singapore Tourist Board, Shell, SK Telecom, Singapore Airlines, Sony, and Starwood Hotels & Resorts Worldwide.
Dr. Wirtz received his Ph.D. from the London Business School in Services Marketing, has a BA (Hons) in Marketing and Accounting, and holds a professional certification in banking from Germany. Dr. Wirtz was originally from Germany, and moved to Asia in 1992 after studying and working in London for seven years.
Selected Publications in Internationally Refereed Journals
PUBLICATIONS IN CONFERENCE PROCEEDINGS & CONFERENCE PRESENTATIONS
Christopher H. Lovelock and Jochen Wirtz (2004), Services Marketing - People, Technology, Strategy. 5th ed., Upper Saddle River, New Jersey: Prentice Hall, 652 pp.
The book has been extremely well received has over its lifetime become the number one selling text book for services marketing globally, with accumulated sales of exceeding 250,000 copies (incl. translations and adaptations). The 5th edition alone has so far sold over 50,000 copies in the first 30 months since publication.
The 6th edition of Services Marketing was published in September 2006. The new edition constitutes a significant revision of the text, incl. a new integrating framework that is used throughout the text, and the development of an online test bank.
This book has already been translated and/or adapted for the following markets/countries: