All Stories

  1. Service recovery by AI or human agents: Do failure and strategy context matter?

    Article • Journal of Service Management, May 2025, Emerald

    Jochen Wirtz

  2. Viewpoint: Service products, development of service knowledge and our community’s target audience

    Article • Journal of Services Marketing, December 2020, Emerald

    Jochen Wirtz

  3. Understanding the drivers of staying innovative

    Article • Journal of Services Marketing, February 2018, Emerald

    Jochen Wirtz, Dr Sven Tuzovic

  4. Accelerating employee-related scholarship in service management

    Article • Journal of Service Management, October 2017, Emerald

    Professor Emeritus Christian Grönroos, Jochen Wirtz

  5. The enhanced loyalty drivers of customers acquired through referral reward programs

    Article • Journal of Service Management, August 2017, Emerald

    Jochen Wirtz

  6. Shopping experiences in visually complex environments: a self-regulation account

    Article • Journal of Service Management, April 2016, Emerald

    Jochen Wirtz

  7. Global business services

    Article • Journal of Service Management, August 2015, Emerald

    Jochen Wirtz

  8. Better Results

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  9. Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability

    Article • Foundations and Trends® in Marketing, January 2015, Now Publishers

    Jochen Wirtz

  10. Improving the MBA Student Education Experience

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  11. Halo in Consumer Satisfaction: Replication and Extension of an Experimental Study

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  12. How to Reduce Halo in Attribute-Specific Customer Satisfaction Measures: An Empirical Investigation

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  13. Perceived Performance - A Direct Causal Antecedent of Customer Satisfaction?

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  14. Choosing Appropriate Customer Satisfaction Measures - First Steps towards a Normative Framework

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  15. Singapore: Macro Trends and their Implications for Consumer Marketing

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  16. Is Full Satisfaction the Best you can Guarantee? An Experimental Investigation of the Impact of Guarantee Scope on Consumer Perceptions

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  17. The Seven Faces of Singapore - Initial Findings from a Large-scale Representative Life Style Study

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  18. Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee? An Experimental Study

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  19. How to Reduce Consumer Cheating on Service Guarantees? Results from Two Experimental Studies

    Article • January 2015, Springer Science + Business Media

    Jochen Wirtz

  20. Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings

    Article • Journal of Retailing, December 2014, Elsevier

    Jochen Wirtz

  21. Sifting to efficiently select the right service employees

    Article • Organizational Dynamics, October 2014, Elsevier

    Jochen Wirtz

  22. Psychometric sifting to efficiently select the right service employees

    Article • Managing Service Quality, September 2014, Emerald

    Jochen Wirtz

  23. The role of marketing in today's enterprises

    Article • Journal of Service Management, April 2014, Emerald

    Jochen Wirtz, Prof. Dr. Volker Kuppelwieser

  24. Wahrgenommene Preisfairness und Ansätze zur Konfliktlösung im Revenue Management

    Article • January 2014, Springer Science + Business Media

    Jochen Wirtz

  25. Business models: Impact on business markets and opportunities for marketing research

    Article • Industrial Marketing Management, July 2013, Elsevier

    Jochen Wirtz

  26. online brand communities

    Article • Journal of Service Management, June 2013, Emerald

    Jochen Wirtz, Allard Van Riel

  27. Strategy and Organisation at Singapore Airlines: Achieving Sustainable Advantage Through Dual Strategy

    Article • January 2012, Springer Science + Business Media

    Jochen Wirtz

  28. Optimizing referral reward programs under impression management considerations

    Article • European Journal of Operational Research, May 2011, Elsevier

    Jochen Wirtz, Prof christopher tang

  29. The Banyan Tree: branding the intangible

    Article • Emerald Emerging Markets Case Studies, January 2011, Emerald

    Jochen Wirtz

  30. Giordano: positioning for international expansion

    Article • Emerald Emerging Markets Case Studies, January 2011, Emerald

    Jochen Wirtz

  31. Customer asset management at DHL in Asia

    Article • Emerald Emerging Markets Case Studies, January 2011, Emerald

    Jochen Wirtz

  32. From switching intent to actual switching behavior: A construal-level theory perspective

    Article • January 2011, American Psychological Association (APA)

    Jochen Wirtz

  33. The Accra Beach Hotel: block booking of capacity during a peak period

    Article • Emerald Emerging Markets Case Studies, January 2011, Emerald

    Jochen Wirtz

  34. Managing word of mouth: the referral incentive programme that backfired

    Article • Emerald Emerging Markets Case Studies, January 2011, Emerald

    Jochen Wirtz

  35. Customers behaving badly: a state of the art review, research agenda and implications for practitioners

    Article • Journal of Services Marketing, September 2010, Emerald

    Jochen Wirtz

  36. Division of Labor between Firms: Business Services, Non-Ownership-Value and the Rise of the Service Economy

    Article • Service Science, September 2010, INFORMS

    Jochen Wirtz

  37. Organizational learning from customer feedback received by service employees

    Article • Journal of Service Management, June 2010, Emerald

    Jochen Wirtz

  38. Emotion display rules at work in the global service economy: the special case of the customer

    Article • Journal of Service Management, June 2010, Emerald

    Jochen Wirtz

  39. From Switching Intent to Actual Switching Behavior: A Construal-Level Theory Perspective

    Article • January 2010, American Psychological Association (APA)

    Jochen Wirtz

  40. Organizational Learning from Customer Feedback Received by Service Employees – A Social Capital Perspective

    Article • Journal of Service Management, January 2010, Emerald

    Jochen Wirtz

  41. Emotion Display Rules at Work in the Global Service Economy: The Special Case of the Customer

    Article • Journal of Service Management, January 2010, Emerald

    Jochen Wirtz

  42. Strategy and organization at Singapore Airlines: Achieving sustainable advantage through dual strategy

    Article • Journal of Air Transport Management, November 2009, Elsevier

    Jochen Wirtz

  43. Opportunistic customer claiming during service recovery

    Article • Journal of the Academy of Marketing Science, October 2009, Springer Science + Business Media

    Jochen Wirtz

  44. Guest editorial

    Article • Journal of Service Management, October 2009, Emerald

    Jochen Wirtz

  45. Perceived service encounter pace and customer satisfaction

    Article • Journal of Service Management, August 2009, Emerald

    Jochen Wirtz

  46. Creative restruction – how business services drive economic evolution

    Article • European Business Review, June 2009, Emerald

    Jochen Wirtz

  47. The role of store environmental stimulation and social factors on impulse purchasing

    Article • Journal of Services Marketing, October 2008, Emerald

    Jochen Wirtz

  48. Managing human resources for service excellence and cost effectiveness at Singapore Airlines

    Article • Managing Service Quality, January 2008, Emerald

    Jochen Wirtz

  49. Causes and consequences of consumer online privacy concern

    Article • International Journal of Service Industry Management, August 2007, Emerald

    Jochen Wirtz, Professor May O. Lwin

  50. The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors

    Article • International Journal of Service Industry Management, March 2007, Emerald

    Jochen Wirtz

  51. Consumer online privacy concerns and responses: a power–responsibility equilibrium perspective

    Article • Journal of the Academy of Marketing Science, February 2007, Springer Science + Business Media

    Jochen Wirtz, Professor May O. Lwin

  52. Arousal expectations and service evaluations

    Article • International Journal of Service Industry Management, May 2006, Emerald

    Jochen Wirtz

  53. Flying High in a Competitive Industry: Cost‐effective Service Excellence at Singapore Airlines20061Loizos Heracleous, Jochen Wirtz, Nitin Pangarkar. Flying High in a Competitive Industry: Cost‐effective Service Excellence at Singapore Airlines. Singapo...

    Article • International Journal of Service Industry Management, May 2006, Emerald

    Jochen Wirtz

  54. Services research - a truly global discipline

    Article • International Journal of Service Industry Management, March 2006, Emerald

    Jochen Wirtz

  55. Complaint Management – The Heart of CRM20061Bernd Stauss and Wolfgang Seidel. Complaint Management – The Heart of CRM. Texere, 2004. , ISBN: 0‐324‐20264‐4

    Article • Journal of Services Marketing, February 2006, Emerald

    Jochen Wirtz

  56. Biometrics: the next frontier in service excellence, productivity and security in the service sector

    Article • Managing Service Quality, January 2006, Emerald

    Jochen Wirtz

  57. Complaint Management: The Heart of CRM20061Bernd Stauss and Wolfgang Seidel. Complaint Management: The Heart of CRM. 2005. 310 pp. $39.95 1st edition

    Article • Managing Service Quality, January 2006, Emerald

    Jochen Wirtz

  58. Kung-Fu Service Development at Singapore Airlines

    Article • London Business School Review, December 2005, Wiley

    Jochen Wirtz

  59. Services Marketing: People, Technology, Strategy, 5th ed.20051Christopher Lovelock and Jochen Wirtz. Services Marketing: People, Technology, Strategy, 5th ed.. Englewood Cliffs, NJ: Prentice‐Hall 2004. 652 pp.

    Article • International Journal of Service Industry Management, February 2005, Emerald

    Jochen Wirtz

  60. Consumer responses to compensation, speed of recovery and apology after a service failure

    Article • International Journal of Service Industry Management, April 2004, Emerald

    Jochen Wirtz

  61. Consumer complaining to firms: the determinants of channel choice

    Article • Journal of Services Marketing, March 2004, Emerald

    Jochen Wirtz

  62. Cost-Effective Service Excellence: Lessons from Singapore Airlines

    Article • London Business School Review, March 2004, Wiley

    Jochen Wirtz

  63. The effects of consumer expertise on evoked set size and service loyalty

    Article • Journal of Services Marketing, December 2003, Emerald

    Jochen Wirtz

  64. Revenue management: Resolving potential customer conflicts

    Article • Journal of Revenue and Pricing Management, October 2003, Nature

    Jochen Wirtz

  65. Revenue Management at Prego Italian Restaurant

    Article • Asian Case Research Journal, June 2003, World Scientific Pub Co Pte Lt

    Jochen Wirtz

  66. Halo in customer satisfaction measures

    Article • International Journal of Service Industry Management, March 2003, Emerald

    Jochen Wirtz

  67. Singapore Airlines: what it takes to sustain service excellence – a senior management perspective

    Article • Managing Service Quality, February 2003, Emerald

    Jochen Wirtz

  68. Segmentation of library visitors in Singapore: learning and reading related lifestyles

    Article • Library Management, February 2003, Emerald

    Jochen Wirtz

  69. How long should dinner take? Measuring expected meal duration for restaurant revenue management

    Article • Journal of Revenue and Pricing Management, October 2002, Nature

    Jochen Wirtz

  70. Services Marketing in Asia: Managing People, Technology and Strategy20021Christopher Lovelock, Jochen Wirtz, Hean Tat Keh. Services Marketing in Asia: Managing People, Technology and Strategy. Singapore: Prentice‐Hall 2002. 706 pp., ISBN: 0‐13‐060566‐2

    Article • International Journal of Service Industry Management, October 2002, Emerald

    Jochen Wirtz

  71. The impact of knowledge types on the consumer search process

    Article • International Journal of Service Industry Management, August 2002, Emerald

    Jochen Wirtz

  72. The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour

    Article • International Journal of Service Industry Management, May 2002, Emerald

    Jochen Wirtz

  73. Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction Process

    Article • Journal of Consumer Psychology, November 2001, CrossRef Test Account

    Jochen Wirtz

  74. The impact of expected variance in performance on the satisfaction process

    Article • International Journal of Service Industry Management, October 2001, Emerald

    Jochen Wirtz

  75. Designing service guarantees – is full satisfaction the best you can guarantee?

    Article • Journal of Services Marketing, July 2001, Emerald

    Jochen Wirtz

  76. GULFSTREAM AEROSPACE CORPORATION — PENETRATING ASIA'S CORPORATE JET MARKET

    Article • Asian Case Research Journal, June 2001, World Scientific Pub Co Pte Lt

    Jochen Wirtz, Professor May O. Lwin

  77. Congruency of scent and music as a driver of in-store evaluations and behavior

    Article • Journal of Retailing, June 2001, Elsevier

    Jochen Wirtz

  78. Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction Process

    Article • Journal of Consumer Psychology, May 2001, Elsevier

    Jochen Wirtz

  79. Improving the measurement of customer satisfaction: a test of three methods to reduce halo

    Article • Managing Service Quality, April 2001, Emerald

    Jochen Wirtz

  80. Determinants of Membership Marketing Programs

    Article • der markt, March 2001, Springer Science + Business Media

    Jochen Wirtz

  81. Consumer Behaviour in Asia20012Hellmut Schuette and Deanna Ciarlante. Consumer Behaviour in Asia. Macmillan Press Ltd, 1998. 275 pages, ISBN: ISBN 0 333 73625 7

    Article • International Marketing Review, February 2001, Emerald

    Jochen Wirtz

  82. Exploring the Role of Alternative Perceived Performance Measures and Needs‐Congruency in the Consumer Satisfaction Process

    Article • Journal of Consumer Psychology, January 2001, Wiley

    Jochen Wirtz

  83. Should a firm with a reputation for outstanding service quality offer a service guarantee?

    Article • Journal of Services Marketing, November 2000, Emerald

    Jochen Wirtz

  84. Institutionalising customer‐driven learning through fully integrated customer feedback systems

    Article • Managing Service Quality, August 2000, Emerald

    Jochen Wirtz

  85. The role of preconsumption affect in postpurchase evaluation of services

    Article • Psychology and Marketing, July 2000, Wiley

    Jochen Wirtz

  86. The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences

    Article • Journal of Retailing, July 2000, Elsevier

    Jochen Wirtz

  87. An examination of the presence, magnitude and impact of halo on consumer satisfaction measures

    Article • Journal of Retailing and Consumer Services, April 2000, Elsevier

    Jochen Wirtz

  88. 10.1037/e535852011-002

    Article • January 2000, Unmaintained records

    Jochen Wirtz

  89. The strategic role of unused service capacity

    Article • International Journal of Service Industry Management, May 1999, Emerald

    Jochen Wirtz

  90. Introducing uncertain performance expectations in satisfaction models for services

    Article • International Journal of Service Industry Management, March 1999, Emerald

    Jochen Wirtz

  91. Values, attitudes and aspirations of Singaporeans — summary findings from a large-scale lifestyle study

    Article • der markt, March 1999, Springer Science + Business Media

    Jochen Wirtz

  92. Consumer Satisfaction with Services

    Article • Journal of Business Research, January 1999, Elsevier

    Jochen Wirtz

  93. Are customer satisfaction measures equally applicable across research contexts, or do we need a more differentiated approach?

    Article • der markt, June 1998, Springer Science + Business Media

    Jochen Wirtz

  94. On great service: A framework for action

    Article • Journal of Retailing and Consumer Services, January 1997, Elsevier

    Jochen Wirtz

  95. Marketing in Singapore: An analysis off macro trends

    Article • der markt, December 1995, Springer Science + Business Media

    Jochen Wirtz

  96. An experimental investigation of halo effects in satisfaction measures of service attributes

    Article • International Journal of Service Industry Management, August 1995, Emerald

    Jochen Wirtz

  97. Consumer Behavior in a Service Context

    Article • Edward Elgar Publishing

    Professor Rodoula H. Tsiotsou, Jochen Wirtz

  98. The three-stage model of service consumption

    Article • Edward Elgar Publishing

    Professor Rodoula H. Tsiotsou, Jochen Wirtz

  99. Managing HR for Service Excellence and Cost Effectiveness at Singapore Airlines

    Article • Springer Science + Business Media

    Jochen Wirtz

  100. Creating and capturing value in the service economy: the crucial role of business services in driving innovation and growth

    Article • Edward Elgar Publishing

    Jochen Wirtz