Jochen Wirtz

Understanding the drivers of staying innovative

• Journal of Services Marketing
• February 2018

Accelerating employee-related scholarship in service management

• Journal of Service Management
• October 2017

The enhanced loyalty drivers of customers acquired through referral reward programs

• Journal of Service Management
• August 2017

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

• Journal of Service Management
• April 2016

Global business services

• Journal of Service Management
• August 2015

Better Results

• January 2015

Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability

• Foundations and Trends® in Marketing
• January 2015

Improving the MBA Student Education Experience

• January 2015

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

• January 2015

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

• January 2015

Perceived Performance - A Direct Causal Antecedent of Customer Satisfaction?

• January 2015

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

• January 2015

Singapore: Macro Trends and their Implications for Consumer Marketing

• January 2015

Is Full Satisfaction the Best you can Guarantee? An Experimental Investigation of the I...

• January 2015

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

• January 2015

Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarant...

• January 2015

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

• January 2015

Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Servi...

• Journal of Retailing
• December 2014

Sifting to efficiently select the right service employees

• Organizational Dynamics
• October 2014

Psychometric sifting to efficiently select the right service employees

• Managing Service Quality
• September 2014

The role of marketing in today's enterprises

• Journal of Service Management
• April 2014

Wahrgenommene Preisfairness und Ansätze zur Konfliktlösung im Revenue Management

• January 2014

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

• Industrial Marketing Management
• July 2013

online brand communities

• Journal of Service Management
• June 2013

Strategy and Organisation at Singapore Airlines: Achieving Sustainable Advantage Throug...

• January 2012

Optimizing referral reward programs under impression management considerations

• European Journal of Operational Research
• May 2011

The Banyan Tree: branding the intangible

• Emerald Emerging Markets Case Studies
• January 2011

Giordano: positioning for international expansion

• Emerald Emerging Markets Case Studies
• January 2011

Customer asset management at DHL in Asia

• Emerald Emerging Markets Case Studies
• January 2011

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

• January 2011

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

• Emerald Emerging Markets Case Studies
• January 2011

Managing word of mouth: the referral incentive programme that backfired

• Emerald Emerging Markets Case Studies
• January 2011

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

• Journal of Services Marketing
• September 2010

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

• Service Science
• September 2010

Organizational learning from customer feedback received by service employees

• Journal of Service Management
• June 2010

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

• Journal of Service Management
• June 2010

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

• January 2010

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

• Journal of Service Management
• January 2010

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

• Journal of Service Management
• January 2010

Strategy and organization at Singapore Airlines: Achieving sustainable advantage throug...

• Journal of Air Transport Management
• November 2009

Opportunistic customer claiming during service recovery

• Journal of the Academy of Marketing Science
• October 2009

Guest editorial

• Journal of Service Management
• October 2009

Perceived service encounter pace and customer satisfaction

• Journal of Service Management
• August 2009

Creative restruction – how business services drive economic evolution

• European Business Review
• June 2009

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

• Journal of Services Marketing
• October 2008

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

• Managing Service Quality
• January 2008

Causes and consequences of consumer online privacy concern

• International Journal of Service Industry Management
• August 2007

The role of arousal congruency in influencing consumers' satisfaction evaluations and i...

• International Journal of Service Industry Management
• March 2007

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

• Journal of the Academy of Marketing Science
• February 2007

Arousal expectations and service evaluations

• International Journal of Service Industry Management
• May 2006

Flying High in a Competitive Industry: Cost‐effective Service Excellence at Singapore A...

• International Journal of Service Industry Management
• May 2006

Services research - a truly global discipline

• International Journal of Service Industry Management
• March 2006

Complaint Management – The Heart of CRM20061Bernd Stauss and Wolfgang Seidel. Complaint...

• Journal of Services Marketing
• February 2006

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

• Managing Service Quality
• January 2006

Complaint Management: The Heart of CRM20061Bernd Stauss and Wolfgang Seidel. Complaint ...

• Managing Service Quality
• January 2006

Kung-Fu Service Development at Singapore Airlines

• Business Strategy Review
• December 2005

Services Marketing: People, Technology, Strategy, 5th ed.20051Christopher Lovelock and ...

• International Journal of Service Industry Management
• February 2005

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

• International Journal of Service Industry Management
• April 2004

Consumer complaining to firms: the determinants of channel choice

• Journal of Services Marketing
• March 2004

Cost-Effective Service Excellence: Lessons from Singapore Airlines

• Business Strategy Review
• March 2004

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

• Journal of Services Marketing
• December 2003

Revenue management: Resolving potential customer conflicts

• Journal of Revenue and Pricing Management
• October 2003

Revenue Management at Prego Italian Restaurant

• Asian Case Research Journal
• June 2003

Halo in customer satisfaction measures

• International Journal of Service Industry Management
• March 2003

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

• Managing Service Quality
• February 2003

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

• Library Management
• February 2003

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

• Journal of Revenue and Pricing Management
• October 2002

Services Marketing in Asia: Managing People, Technology and Strategy20021Christopher Lo...

• International Journal of Service Industry Management
• October 2002

The impact of knowledge types on the consumer search process

• International Journal of Service Industry Management
• August 2002

The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mou...

• International Journal of Service Industry Management
• May 2002

Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency i...

• Journal of Consumer Psychology
• November 2001

The impact of expected variance in performance on the satisfaction process

• International Journal of Service Industry Management
• October 2001

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

• Journal of Services Marketing
• July 2001

GULFSTREAM AEROSPACE CORPORATION — PENETRATING ASIA'S CORPORATE JET MARKET

• Asian Case Research Journal
• June 2001

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

• Journal of Retailing
• June 2001

Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency i...

• Journal of Consumer Psychology
• May 2001

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

• Managing Service Quality
• April 2001

Determinants of Membership Marketing Programs

• der markt
• March 2001

Consumer Behaviour in Asia20012Hellmut Schuette and Deanna Ciarlante. Consumer Behaviou...

• International Marketing Review
• February 2001

Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency i...

• Journal of Consumer Psychology
• January 2001

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

• Journal of Services Marketing
• November 2000

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

• Managing Service Quality
• August 2000

The role of preconsumption affect in postpurchase evaluation of services

• Psychology and Marketing
• July 2000

The moderating role of target-arousal on the impact of affect on satisfaction—an examin...

• Journal of Retailing
• July 2000

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

• Journal of Retailing and Consumer Services
• April 2000

10.1037/e535852011-002

• January 2000

The strategic role of unused service capacity

• International Journal of Service Industry Management
• May 1999

Introducing uncertain performance expectations in satisfaction models for services

• International Journal of Service Industry Management
• March 1999

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

• der markt
• March 1999

Consumer Satisfaction with Services

• Journal of Business Research
• January 1999

Are customer satisfaction measures equally applicable across research contexts, or do w...

• der markt
• June 1998

On great service: A framework for action

• Journal of Retailing and Consumer Services
• January 1997

Marketing in Singapore: An analysis off macro trends

• der markt
• December 1995

An experimental investigation of halo effects in satisfaction measures of service attri...

• International Journal of Service Industry Management
• August 1995

Consumer Behavior in a Service Context

The three-stage model of service consumption

Managing HR for Service Excellence and Cost Effectiveness at Singapore Airlines

Creating and capturing value in the service economy: the crucial role of business servi...