Jochen Wirtz
National University of Singapore
Faculty Member, Business & Management
Singapore
My co-authors include
Christian Grönroos
Prof. Dr. Volker Kuppelwieser
Professor May O. Lwin
My Publications
Viewpoint: Service products, development of service knowledge and our community’s targe...
Journal of Services Marketing
December 2020
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...