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.
Soo Ching Lim, Jochen Wirtz and S. Mohan (1997), Singapore Multimedia Markets. Singapore: Northern Business Information, The McGraw Hill Companies Inc., 245 pp.
Ah Keng Kau, Soo Jiuan Tan and Jochen Wirtz (1998), Seven Faces of Singaporeans - Their Values, Aspirations and Lifestyles, Singapore: Prentice Hall, 288 pp.
Swee Hoon Ang, Yanmin Gu, Geok Theng Lau, Siew Meng Leong, May Oo Lwin, M. A. Razzaque, Prem N. Shamdasani, S. Subrahmanyan and Jochen Wirtz (2000), Principles of Marketing: An Asian Case Book. Singapore: Prentice Hall, 217 pp.
Christopher H. Lovelock, Jochen Wirtz and Hean Tat Keh (2002), Services Marketing in Asia: Managing People, Technology, and Strategy. Singapore: Prentice Hall, 706 pp.
Christopher H. Lovelock and Jochen Wirtz (2004), Services Marketing - People, Technology, Strategy. 5th ed., Upper Saddle River, New Jersey: Prentice Hall, 652 pp.
Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: Managing People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp.
Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book, Singapore: Prentice Hall, 454 pp.
Loizos Heracleous, Jochen Wirtz and Nitin Pangarkar (2006), Flying High: Cost Effective Service Excellence at Singapore Airlines, Singapore: McGraw Hill, 217 pp.
Christopher H. Lovelock and Jochen Wirtz (2006), Services Marketing - People, Technology, Strategy. 6th ed., Upper Saddle River, New Jersey: Prentice Hall, 648 pp.
Articles
Selected Publications in Internationally Refereed Journals
Anna S. Mattila and Jochen Wirtz (2007, forthcoming), "The Role of Store Environmental Stimulation and Social Factors on Impulse Purchasing," Journal of Services Marketing.
Jochen Wirtz, Anna S. Mattila and May O. Lwin (2007, forthcoming), "How Effective Are Loyalty Reward Programs in Driving Share of Wallet?", Journal of Service Research.
May O. Lwin, Jochen Wirtz and Jerome D. Williams (2007, forthcoming), "Consumer Online Privacy Concerns and Responses: A Power-Responsibility Equilibrium Perspective," Journal of the Academy of Marketing Science.
Jochen Wirtz and Sheryl E. Kimes (2007 forthcoming), "The Moderating Effects of Familiarity on the Perceived Fairness of Revenue Management Pricing," Journal of Service Research.
Jochen Wirtz, Anna S. Mattila and Rachel L. P. Tan (2007, forthcoming), "The Role of Desired Arousal in Influencing Consumers' Satisfaction Evaluations and In-Store Behaviors," International Journal of Service Industry Management.
Anna S. Mattila and Jochen Wirtz (2006), "Arousal Expectations and Service Evaluations," International Journal of Service Industry Management, Vol. 17, No. 3, 229-244.
○ This article was the lead article of this issue.
Loizos T. Heracleous and Jochen Wirtz (2006), "Biometrics - The Next Frontier in Service Excellence, Productivity and Security in the Service Sector," Managing Service Quality, Vol. 16, No. 1, 12-22.
Jochen Wirtz and Shaukat Brah (2006), "Editorial: Services Research - A Truly Global Discipline," International Journal of Service Industry Management, Vol. 17, No. 2, 109-110.
Jochen Wirtz, and Loizos T. Heracleous (2005), "Biometrics Meets Services," Harvard Business Review, (February), 48.
○ This article was part of The HBR List - Breakthrough Ideas for 2005. This annual list features 20 breakthrough ideas for each year.
○ Peprinted in German: Loizos Heracleous and Jochen Wirtz (2005), "Biometrie als Service," Harvard Business Manager, February, No. 2, 47 (in German).
○ Reprinted in "Services Marketing in Asia - A Case Book," by Jochen Wirtz and Christopher H. Lovelock (2005), Singapore: Prentice Hall, 454 pp.
Loizos T. Heracleous, Jochen Wirtz and Robert Johnston (2005), "Kung Fu Service Development at Singapore Airlines," Business Strategy Review, Vol. 16, No. 4, 26-31.
○ Reprinted in "Services Marketing - People, Technology, Strategy," by Christopher H. Lovelock and Jochen Wirtz (2006), 6th ed., New Jersey: Prentice Hall.
Jochen Wirtz and Doreen Kum (2004), "Consumer Cheating on Service Guarantees," Journal of the Academy of Marketing Science, Vol. 32, No. 2, 159-175.
Jochen Wirtz and Anna Mattila (2004), "Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure," International Journal of Service Industry Management, Vol. 15, No. 2, 2004, 150-166.
Anna Mattila and Jochen Wirtz (2004), "Consumer Complaining to Firms: The Determinants of Channel Choice," Journal of Services Marketing, Vol. 18, No. 2, 147-155.
Loizos T. Heracleous, Jochen Wirtz and Robert Johnston (2004), "Cost-effective Service Excellence: Lessons from Singapore Airlines," Business Strategy Review, Vol. 15, No. 1, 33-38.
○ Reprinted in "Strategic Management in Aviation," by Thomas C. Lawton (2007, forthcoming), Hampshire, UK: Ashgate Publishing.
Jochen Wirtz, Sheryl E. Kimes, Jeannette Ho Pheng Theng and Paul Patterson (2003), "Revenue Management: Resolving Potential Customer Conflicts," Journal of Revenue and Pricing Management, Vol. 2, No. 3, 216-228.
Jochen Wirtz and Anna Mattila (2003), "The Effects of Consumer Expertise on Evoked Set Size and Service Loyalty," Journal of Services Marketing, Vol. 17, No.7, 649-665.
○ This article was the lead article of this issue.
Jochen Wirtz and Robert Johnston (2003), "Singapore Airlines: What it Takes to Sustain Service Excellence - A Senior Management Perspective," Managing Service Quality, Vol. 13, No. 1, 10-19.
○ This article was the lead article of this issue.
○ Reprinted shortened version: Jochen Wirtz and Robert Johnston (2003), "What Makes Singapore Airlines a Service Champion?" Strategic Direction, Vol. 19, No. 4, 26-28.
Jochen Wirtz and Meng Chung Lee (2003), "An Empirical Study on The Quality and Context-specific Applicability of Commonly Used Customer Satisfaction Measures," Journal of Service Research, Vol. 5, No. 4, 345-355.
Jochen Wirtz (2003), "Halo in Customer Satisfaction Measures - The Role of Purpose of Rating, Number of Attributes, and Customer Involvement," International Journal of Service Industry Management, Vol. 14. No. 1, 96-119.
Sheryl E. Kimes and Jochen Wirtz (2003), "Has Revenue Management Become Acceptable? Findings from an International Study on the Perceived Fairness of Rate Fences," Journal of Service Research, Vol. 6, No. 2, 125-135.
Jochen Wirtz and Patricia Chew (2002), "The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of-Mouth Behaviour," International Journal of Service Industry Management, Vol. 13, No. 2, 141-162.
○ This article won the Emerald Literati Club 2003 Award for Excellence for the ‘Most Outstanding Paper' in the 2002 volume.
Sheryl E. Kimes and Jochen Wirtz (2002), "Perceived Fairness of Revenue Management in the Golf Industry," Journal of Revenue and Pricing Management, Vol. 1, No. 4, 322-343.
Anna Mattila and Jochen Wirtz (2002), "The Impact of Knowledge Types on the Consumer Search Process - An Investigation in the Context of Credence Services," International Journal of Service Industry Management, Vol. 13, No. 3, 214-230.
○ This article was the lead article of this issue.
Sheryl E. Kimes and Jochen Wirtz (2002), "Perceived Fairness of Demand-Based Pricing for Restaurants," Cornell Hotel and Restaurant Administration Quarterly, Vol. 43, No. 1, 31-37.
Sheryl E. Kimes, Jochen Wirtz and Breffni M. Noone (2002), "How Long Should Dinner Take? Measuring Expected Meal Duration for Restaurant Revenue Management," Journal of Revenue and Pricing Management, Vol. 1, No. 3, 220-233.
Ah Keng Kau, Kwon Jung and Jochen Wirtz (2002), "Segmentation of Library Visitors in Singapore: Learning and Reading Related Lifestyles," Library Management, Vol. 24, Nos. 1 and 2, 20-33.
Jochen Wirtz (2001), "Improving the Measurement of Customer Satisfaction: A Test of Three Methods to Reduce Halo," Managing Service Quality, Vol. 11, No.2, 99-111.
○ This article won the Emerald Literati Club 2002 Highly Commended Award for Excellence for being voted as one of the top three papers published in the 2001 volume.
Anna S. Mattila and Jochen Wirtz (2001), "Congruency of Scent and Music as a Driver of In-store Evaluations and Behaviour," Journal of Retailing, Vol. 77, No. 2, 273-289.
Jochen Wirtz and Anna S. Mattila (2001), "Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction Process," Journal of Consumer Psychology, Vol. 11, No. 3, 181-192.
Jochen Wirtz and Anna S. Mattila (2001), "Uncertain Performance Expectations in Satisfaction Models for Services," International Journal of Service Industry Management, Vol. 12, No. 4, 342-358.
○ This article won the Emerald Literati Club 2002 Highly Commended Award for Excellence for being voted as one of the top three papers published in the 2001 volume.
Jochen Wirtz and Doreen Kum (2001), "Designing Service Guarantees - Is Full Satisfaction the Best You can Guarantee?" Journal of Services Marketing, Vol. 15, No. 4, 282-299.
Jochen Wirtz, Anna S. Mattila and Rachel L. P. Tan (2000), "The Moderating Role of Target-Arousal State on the Impact of Affect on Satisfaction - An Examination in the Context of Service Experiences," Journal of Retailing, Vol. 76, No. 3, 347-365.
Anna S. Mattila and Jochen Wirtz (2000), "The Role of Pre-Consumption Affect in Post-Purchase Evaluation of Services," Psychology & Marketing, Vol. 17, No. 7, 587-605.
Ah Keng Kau, Kwon Jung, Soo Jiuan Tan and Jochen Wirtz (2000) "The Influence of Materialistic Inclination on Values, Life Satisfaction & Aspirations: An Empirical Analysis," Social Indicators Research, Vol. 49, 317-333.
Jochen Wirtz (2000), "An Examination of the Presence, Magnitude and Impact of Halo on Consumer Satisfaction Measures," Journal of Retailing and Consumer Services, Vol. 7, 89-99.
Jochen Wirtz and Monica Tomlin (2000), "Institutionalizing Customer-driven Learning Through Fully Integrated Customer Feedback Systems," Managing Service Quality, Vol. 10, No. 4, 205-215.
○ This article was the lead article of this issue.
○ Reprinted in: Christopher Lovelock, Jochen Wirtz and Hean Tat Keh (2002), Services Marketing in Asia - Managing People, Technology and Strategy. Singapore: Prentice Hall, 173-190.
Jochen Wirtz, Doreen Kum and Khai Sheang Lee (2000), "Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee?" Journal of Services Marketing, Vol. 14, No. 6, 502-512.
Jochen Wirtz and John E.G. Bateson (1999), "Consumer Satisfaction with Services: Integrating the Environmental Perspective in Services Marketing into the Traditional Disconfirmation Paradigm," Journal of Business Research, Vol. 44, No. 1, 55-66.
Jochen Wirtz and John E.G. Bateson (1999), "Introducing Uncertain Performance Expectations in Satisfaction Models for Services," International Journal of Service Industry Management, Vol. 10, No. 1, 82-99.
Irene C.L. Ng, Jochen Wirtz and Khai Sheang Lee (1999), "The Strategic Role of Unused Service Capacity," International Journal of Service Industry Management, Vol. 10, No. 2, 211-238.
○ This article won the MCB University Press Literati Club Award 2000 for Excellence for being voted as one of the top three papers published in the 1999 volume.
○ Reprinted in: Christopher Lovelock, Jochen Wirtz and Hean Tat Keh (2002), Services Marketing in Asia - Managing People, Technology and Strategy. Singapore: Prentice Hall, 435-462.
Kwon Jung, Jochen Wirtz, Ah Keng Kau and Soo Jiuan Tan (1999), "The Seven Faces of Singaporeans: A Typology of Consumers Based on a Large-scale Lifestyle Study," Asia Pacific Journal of Management, Vol. 16, No. 2, 229-248.
Jochen Wirtz (1998), "Development of a Service Guarantee Model," Asia Pacific Journal of Management, Vol. 15, No. 1, 51-75.
Effects in Satisfaction Measures of Service Attributes," International Journal of Service Industry Management, Vol. 6, No. 3, 84-102.
Publications in Regionally/Locally Refereed Journals
Jochen Wirtz (1993), "A Critical Review of Models in Consumer Satisfaction," Asian Journal of Marketing, Vol. 2, 7-21.
○ This article was the lead article of this issue.
Jochen Wirtz (1994), "The Affect Literature in Psychology - A Review for Consumer Behaviourists," Asian Journal of Marketing, Vol. 3, 49-70.
Jochen Wirtz (1995), "Consumer Marketing in Singapore: An Analysis of Macro Trends," Der Markt (Austria), Vol. 34, No. 4, 128-145.
○ Reprinted shortened version: Jochen Wirtz (1996), "Singapore: Macro Trends and Their Implications for Marketing Management," Berichte, Vol. 6, No. 45 (April), 33-54.
Jochen Wirtz (1996), "Controlling Halo in Attribute-based Customer Satisfaction Measures - Towards a Conceptual Framework," Asian Journal of Marketing, Vol. 5, No. 1, 41-58.
Thomas Menkhoff and Jochen Wirtz (1997), "Struktur- und Wirtschaftspolitische Aspekte der Entwicklung Singapurs vom Entrepôt zum Neuen Industrieland (Economic and Structural Policy Aspects of Singapore's Development from Entrepôt to NIC)," Berichte, Vol. 7, No. 57 (April), 41-55.
Jochen Wirtz and Prem N. P. Shamdasani (1997), "Customer Perception of Service Quality: Do We Need Industry-specific Scales or Can We Use SERVQUAL? An Analysis in the Context of the Airline Industry," Asian Academy of Management Journal, Vol. 2, No. 1, 17-27.
Jochen Wirtz and Thomas Menkhoff (1998), "From Entrepôt to NIC: Economic and Structural Policy Aspects of Singapore's Development," Sasin Journal of Management, Vol. 4, No. 1, 112-123.
May O. Lwin and Jochen Wirtz (1999), "JointCom Advertising - Crisis or Opportunity?" Asian Case Research Journal, Vol. 3, No. 2, 115-133.
○ Reprinted shortened version: May O. Lwin and Jochen Wirtz (2000), "JointCom Myanmar," in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, 194-200.
○ Reprinted update: May O. Lwin and Jochen Wirtz (2002), "Managing an Advertising Agency in Myanmar: JointCom at the Crossroads," in Christopher Lovelock, Jochen Wirtz and Hean Tat Keh (2002), Services Marketing in Asia - Managing People, Technology and Strategy. Singapore: Prentice Hall, 602-607.
○ Reprinted update: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: Managing People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp.
Irene C.L. Ng, Jochen Wirtz and Khai Sheang Lee (1999), "Seven Capacity Management Strategies for Improving your Service Business," Monash Mt Eliza Business Review, Vol. 2, No. 2, 72-79.
Jochen Wirtz, Ah Keng Kau and Soo Jiuan Tan (1999), "Self-perception and Self-confidence of Singaporeans - Initial Findings from a Large-scale Lifestyle Study," Berichte, Vol. 9, No. 78, 44-61.
Jochen Wirtz, Ah Keng Kau and Soo Jiuan Tan (1999), "Values, Attitudes and Aspirations of Singaporeans - Summary Findings from a Large-scale Lifestyle Study," Der Markt, Vol. 38, No. 148, 19-46.
Jochen Wirtz and Meng Chung Lee (1999), "Are Customer Satisfaction Measures Equally Applicable Across Research Contexts, or Do We Need a More Differentiated Approach? Working Towards a Normative Framework," Der Markt, Vol. 37, No. 145, 83-101.
Jochen Wirtz, Soo Jiuan Tan and Christopher H. Lovelock (1999), "AllerCare - Penetrating Singapore's Allergy Prevention Market," Asian Case Research Journal, Vol. 3, 97-114.
○ Reprinted shortened version: Jochen Wirtz, Soo Jiuan Tan and Christopher H. Lovelock (2000), "AllerCare - Penetrating Singapore's Allergy Prevention Market," in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, 101-107.
Jochen Wirtz (2000), "Growth of the Service Sector in Asia," Singapore Management Review, Vol. 22, No. 2, 37-54.
○ Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2001), "Asia's Growing Services Sector," in Marketing Insights for 21st Century Asia, Swee Hoon Ang, Siew Meng Leong, Chin Tiong Tan eds., Singapore: McGraw-Hill, 289-311.
○ Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2002), "Asia's Growing Service Sectors," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and H.T. Keh, Singapore: Prentice Hall, 76-91
○ Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2005), "Service Economy Asia," in Services Marketing in Asia - A Case Book, by Jochen Wirtz and Christopher H. Lovelock, Singapore: Prentice Hall, 454 pp.
Soo Jiuan Tan, Jochen Wirtz and Christopher H. Lovelock, (2000), "X-Press Print (Pte) Ltd," Asian Case Research Journal, Vol. 4, No. 1, 79-104.
○ Reprinted shortened version: Soo Jiuan Tan, Jochen Wirtz and Christopher H. Lovelock (2000), "X-Press Print Pte. Ltd. - Niching Its Way to Success," in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, 201-211.
Jochen Wirtz and Doreen Kum (2000), "Serve and Volley," General Management Review, Vol. 2, No. 1, 26-39.
Soo Jiuan Tan, Jochen Wirtz and Ah Keng Kau (2000), "Moral Standards, Traditions, and Family and Social Values of Singaporeans - Findings from a Large-Scale Lifestyle Study," Sasin Journal of Management, Vol. 6, No. 1, 91-105.
Jochen Wirtz and Swee Hoon Ang (2000), "Giordano: Making a Value-for-Money, High Volume and High Quality Service Strategy Work," Asian Case Research Journal, Vol. 4, No. 2, 145-168.
○ Reprinted in: Jochen Wirtz and Swee Hoon Ang (2000), "Giordano: Making a Value-for-Money, High Volume and High Quality Service Strategy Work," in Strategic Marketing Cases for 21st Century Asia, John Quelch, Siew Meng Leong, Swee Hoon Ang and Chin Tiong Tan, eds., Singapore: Prentice Hall, 1-23.
○ Reprinted shortened version: Swee Hoon Ang and Jochen Wirtz (2000), "Giordano: Extending its Success into the New Millennium," in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, 80-87.
○ Reprinted update: Jochen Wirtz and Ang Swee Hoon (2001), "Giordano: Making a Value-for-Money, High-Volume, High-Quality Service Strategy Work," in: Christopher Lovelock, Paul Patterson and Rhett Walker, Services Marketing - An Asia-Pacific Perspective. French Forest, NSW, Australia: Prentice Hall, 476-489.
Jochen Wirtz and Wong Poh Kam (2001), "An Empirical Study on Internet-based Business-to-Business E-Commerce in Singapore," Singapore Management Review, Vol. 23, No. 1, 87-112.
Jochen Wirtz (2001), "Conjoint Analysis: An Examination of the Validity of the Self-Explicated Design in the Context of Air Travel," International Quarterly Journal of Marketing, Vol. 1, No. 1, 117-134.
Jochen Wirtz and Doreen Kum (2001), "Determinants of Membership Marketing Programs," Der Markt, Vol. 40, No. 156, 40-49.
Soo Jiuan Tan, Ah Keng Kau, Jochen Wirtz and Kwon Jung (2001), "Singaporeans' Attitudes Towards Work, Pecuniary Adherence, Materialism, Feminism, Environmental Consciousness and Media Credibility," Singapore Management Review, Vol. 23, No.1, 59-86.
May O. Lwin and Jochen Wirtz (2001), "Gulfstream Aerospace Corporation - Penetrating Asia's Corporate Jet Market," Asian Case Research Journal. Vol. 5, No. 1, 97-120.
Anna Mattila and Jochen Wirtz (2001), "The Moderating Role of Expertise in Consumer Evaluations of Credence Goods," International Quarterly Journal of Marketing, Vol. 1, No. 4, 281-292.
Jochen Wirtz, Christopher H. Lovelock and Abul K. S. Islam, (2002), "Service Economy Asia - Macro Trends and Their Implications," Nanyang Business Review, Vol. 1, No. 2, 5-18.
○ This article was the lead article of this issue.
○ Reprinted update in: Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book, Singapore: Prentice Hall, 454 pp.
Kimes, Sheryl E. and Jochen Wirtz (2003), "Revenue Management at Prego Italian Restaurant," Asian Case Research Journal, Vol. 7. No. 1, 67-87.
○ Reprinted update in: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: People, Technology, and Strategy, 2nd edition, by Singapore: Prentice Hall, 574-587.
○ Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book. Singapore: Prentice Hall, 454 pp.
Publications in Non-refereed Journals
Jochen Wirtz, Ah Keng Kau and Soo Jiuan Tan (1998), "The Investment Modes and Profiles of the Average Singaporean Investor," SES (Stock Exchange of Singapore) Journal, Vol. 26, No. 3, 6-12.
Jochen Wirtz, Soo Jiuan Tan and Ah Keng Kau (1999), "Findings from a Large-scale Lifestyle Study of Singaporeans - Part I: Grocery Shopping and Eating-out Behaviour," The Singapore Marketer, Vol. 7, No. 3, 58-64.
Soo Jiuan Tan, Jochen Wirtz and Ah Keng Kau (2000), "Findings from a Large-scale Lifestyle Study of Singaporeans - Part II: Media Consumption," The Singapore Marketer, Vol. 8, No. 1, 38-45.
Doreen Kum and Jochen Wirtz (2000), "What Can Asian Firms Gain From Introducing a Service Guarantee?" The Singapore Marketer, Vol. 8, No. 1, 46-51.
Irene Ng, Jochen Wirtz and Khai Sheang Lee (2000), "Seven Capacity Management Strategies for Improving your Service Business," The Singapore Marketer, Vol. 8, No. 3, 45-47.
Ted Johns, Jochen Wirtz and Robert Johnston (2003), "Singapore Airlines and the Service Template - Serendipity in Action," Customer Management, Vol. 11, No. 3, 38-41.
Ted Johns, Jochen Wirtz and Robert Johnston (2003), "Singapore Airlines and the Service Template - People and Relationships," Customer Management, Vol. 11, No. 5, 38-41.
Jochen Wirtz and Robert Johnston (2003), "What Makes Singapore Airline a Service Champion?" Strategic Direction, Vol. 19, No. 4, 26-28.
Jochen Wirtz (2004), "Student Feedback Collection Tools that can Help to Continuously Improve Your Teaching," CDTLink, Vol. 8, No. 1, 1 and 13.
○ This article was the lead article of this issue. CDTLink is published by the Centre for Development of Teaching and Learning, National University of Singapore.
Jochen Wirtz (2004), "Customers from Hell - How to Manage Customer Misbehaviour Without Driving Away Good Customers or Damaging Your Company," The Edge Singapore, 37.
Chapters in Books
Jochen Wirtz (1998), "Singapore: An Analysis of Changes in the Marketing Environment and Their Implications for Marketing Management," in Marketing and Consumer Behaviour in East and Southeast Asia, Anthony Pecotich and Clifford J. Schultz, eds. New York: McGraw Hill, pp. 585-632.
- Reprinted update: Jochen Wirtz and Cindy M. Y. Chung (2005), "Singapore: Marketing, Macro Trends and Their Implications for Marketing Management for 2005 and the Years Beyond," in Handbook of Markets and Economies: East Asia, Southeast Asia, Australia, New Zealand, edited by A. Pecotich and C. J. Shultz II, 2nd edition, Armonk, New York: M.E. Sharpe, 536-581.
Poh Kam Wong and Jochen Wirtz (1999), "An Empirical Study on Internet-Based Business-to-Business E-Commerce," i E-Commerce and Official Statistics, Singapore: Department of Statistics, Ministry of Trade & Industry, 133-156.
Jochen Wirtz and Thompson S. H. Teo (2000), "E.com Service (Worldwide) Pte Ltd," in Best Practices - Experiences of Successful Local Enterprises, compiled by Chee Leong Chong, Jwee Ping Er, Singapore: Productivity and Quality Research Centre, NUS Business School, 210-214.
Jochen Wirtz (2000), "SpaceDisk: Establishing a Global Distributed Applications Platform," in Issues and Challenges in E-Commerce - A Case Book, T. Teo, P. K. Wong, V. Lim eds., Singapore: McGraw Hill, 174-186.
- Reprinted update: Jochen Wirtz and S. Mohan (2000), "E.Com Services - Launching SpaceDisk, an Innovative Internet-based Service", in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, 162-168.
- Reprinted update: Jochen Wirtz (2002), "SpaceDisk Inc.: Establishing a Global Internet-based Infrastructure Service Targeted at ISPs, ASPs and Private End-Users," in Essentials of Services Marketing, Douglas. Hoffman and John Bateson, 2nd ed, New York: Dryden Press, 454-465.
- Reprinted update: Jochen Wirtz and Jill Klein (2002), "SpaceDisk, Inc: Marketing a Global Distributed Applications Platform on the Internet," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and H.T. Keh. Singapore: Prentice Hall, 636-644.
Jochen Wirtz (2000), "SpaceDisk: Establishing a Global Distributed Applications Platform," in Issues and Challenges in E-Commerce (Teaching Notes), T. Teo, P. K. Wong, V. Lim eds., Singapore: McGraw Hill, 70-77.
Jochen Wirtz and Jeannette P. T. Ho (2000), "Westin Hotels in Asia - Global Distribution", in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, 112-118.
- Reprinted update: Jochen Wirtz and Jeannette P T Ho (2002), "Westin in Asia - Distributing Hotel Rooms Globally," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and H.T. Keh, Singapore: Prentice Hall, 645-651.
- Reprinted update: Jochen Wirtz and Jeannette P.T. Ho (2002), "Westin Hotels in Asia: Global Distribution," in Essentials of Services Marketing, Douglas Hoffman and John E.G. Bateson (2002), 2nd ed., New York: Dryden Press, 454-465.
- Reprinted update: Jochen Wirtz and Jeannette P.T. Ho (2005), "Westin Hotels in Asia: Global Distribution," in Services Marketing in Asia - A Case Book, Jochen Wirtz and Christopher H. Lovelock (2005), Singapore: Prentice Hall, 454 pp.
- Reprinted update: Jochen Wirtz and Jeannette P.T. Ho (2006), "Westin Hotels in Asia: Global Distribution," in Services Marketing: Concepts, Strategies & Cases, 3/e, Hoffman, K. Douglas and John E. G. Bateson (2006), Cincinnati, OH: Thomson/South-Western.
Patricia Chew and Jochen Wirtz (2000), "Recent Advances in Understanding and Managing Consumer Word-of-Mouth," in The Current State of Business Disciplines, S. B. Dahia, ed., Rothak, India: Spellbound Publications, 2935-2958.
Aliah Hanim M. Salleh and Jochen Wirtz (2000), "Primula Parkroyal Hotel - Positioning and Managing for Turnaround," in Strategic Marketing Cases for 21st Century Asia, John Quelch, Swee Hoon Ang, Siew Meng Leong and Chin Tiong Tan, eds., Singapore: Prentice Hall, 374-387.
- Reprinted shortened version: Aliah Hanim M. Salleh and Jochen Wirtz (2000), "Primula Parkroyal Hotel," in Principles of Marketing: An Asian Case Book, Swee Hoon Ang et al, eds., Singapore: Prentice Hall, pp. 9-15.
- Reprinted update: Aliah Hanim M. Salleh and Jochen Wirtz (2002), "Primula Parkroyal Hotel: Marketing a Business and Resort Hotel in Malaysia," in Christopher Lovelock, Jochen Wirtz and Hean Tat Keh, Services Marketing in Asia - Managing People, Technology and Strategy. Singapore: Prentice Hall, 576- 583.
- Reprinted update: Jochen Wirtz and Aliah Hanim M. Salleh (2002), "Primula Parkroyal Hotel: Positioning and Managing for Tournaround," in Essentials of Services Marketing, Douglas Hoffman and John E.G. Bateson, 2nd ed, New York: Dryden Press, 454-465
- Reprinted update: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: Managing People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp.
- Reprinted update: Jochen Wirtz and Aliah Hanim M. Salleh (2006), "Primula Parkroyal Hotel: Positioning & Managing for Turnaround," in Services Marketing: Concepts, Strategies & Cases, 3/e, Hoffman, K. Douglas and John E. G. Bateson (2006), Cincinnati, OH: Thomson/South-Western.
Jochen Wirtz and Jill Klein (2001), "The Spacedisk Service Guarantee," in Services Marketing in Asia - Managing People, Technology and Strategy, Christopher Lovelock, Jochen Wirtz, and Hean Tat Keh, Singapore: Prentice Hall, 573-575.
Jochen Wirtz (2001), "Giordano," in Business Strategy in Asia - A Casebook, Kulwant Singh, Nitin Pangarkar, Gaik Eng Lim, Singapore: Thomson Learning, 127-144.
- Reprinted updated and shortened version: Jochen Wirtz (2002), "Giordano: Marketing and Positioning for Success," in Rethinking Marketing - Sustainable Market-ing Enterprise in Asia, Philip Kotler, Hermawan Kartajaya, Hooi Den Huan, and Sandra Liu, Singapore: Prentice Hall, 143-149.
- Reprinted update: Jochen Wirtz (2002), "Giordano," in Essentials of Services Marketing, Douglas Hoffman and John E.G. Bateson, 2nd ed, New York: Dryden Press, 454-465.
- Reprinted update: Jochen Wirtz (2003), "Giordano," in Valarie A. Zeithaml and Mary Jo Bitner, Services Marketing - Integrating Customer Focus Across the Firm. 3rd ed., Boston: McGraw Hill, 643-660.
- Reprinted update: Jochen Wirtz (2003), "Giordano: International Expansion," in: Christopher H. Lovelock and Jochen Wirtz, Services Marketing. 5th ed., Upper Saddle River, New Jersey: Prentice Hall.
- Reprinted update: Jochen Wirtz (2004), "Giordano: International Expansion," in: Christopher Lovelock, Paul Patterson and Rhett Walker, Services Marketing - An Asia-Pacific and Australian Perspective, 3rd ed., French Forest, NSW, Australia: Prentice Hall, 520-531.
- Reprinted update: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: Managing People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp.
- Reprinted update: Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremler (2006), Services Marketing - Integrating Customer Focus Across the Firm. 4th ed., Boston: McGraw Hill.
- Reprinted update in: Julie Issac, S.J. Venugopla Rao, and Hadiya Faheem, (2006), Case Studies in Services Marketing. Hyerabad: The ICFAI Center for Management Research, 225pp.
- Reprinted update "Giordano: International Expansion," in Services Marketing - People, Technology, Strategy, by Christopher H. Lovelock and Jochen Wirtz (2006, forthcoming), 6th ed., New Jersey: Prentice Hall.
Irene C.L. Ng, Jochen Wirtz and Khai Sheang Lee (2000) "Maximising Service Capacity - Seven Capacity Strategies for Improving Business Performance," in The Current State of Business Disciplines, S. B. Dahia, ed., Rothak, India: Spellbound Publications, 2815-2828.
Rachel L. P. Tan and Jochen Wirtz (2000), "The Current State and Recent Advances in Customer Satisfaction Research," in The Current State of Business Disciplines, S. B. Dahia, ed., Rothak, India: Spellbound Publications, 2699-2726.
Jochen Wirtz and Doreen Kum (2000), "The Power of Service Guarantees," in The Current State of Business Disciplines, S. B. Dahia, ed., Rothak, India: Spellbound Publications, 2763-2782.
Jochen Wirtz (2001), "Case: Service Guarantee - Datapro in Singapore," in Service Operations Management, Robert Johnston and Graham Clark eds., London: Pearson Education, 334-335.
- Reprinted update: Jochen Wirtz (2003), "Service Guarantee - Datapro Singapore," in Valarie A. Zeithaml and Mary Jo Bitner (2003), Services Marketing - Integrating Customer Focus Across the Firm. 3rd ed., Boston: McGraw Hill, p. 208
- Robert Johnston and Graham Clark (2005), Service Operations Management - Improving Service Delivery. Harlow, England: Prentice Hall, 2nd ed.
- Reprinted update: Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremler (2006), Services Marketing - Integrating Customer Focus Across the Firm. 4th ed., Boston: McGraw Hill.
Sandra Vandermerwe, Christopher H. Lovelock, Jochen Wirtz and Patricia Chew (2001), "Singapore Airlines," in Services Marketing - An Asia-Pacific Perspective, Christopher H. Lovelock, Paul G. Patterson, Rhett H. Walker, 2nd ed., Sydney: Prentice Hall, 463-475.
Christopher H. Lovelock, Jochen Wirtz and Patricia Chew (2001), "Menton Bank Asia," in Services Marketing - An Asia-Pacific Perspective, Christopher H. Lovelock, Paul G. Patterson, Rhett H. Walker, 2nd ed., Sydney: Prentice Hall, 530-538.
- Reprinted in updated form: in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and Hean Tat Keh (2002), Singapore: Prentice Hall, 652-663.
- Reprinted update in: Christopher Lovelock, Paul Patterson and Rhett Walker, Services Marketing - An Asia-Pacific and Australian Perspective, 3rd ed., French Forest, NSW, Australia: Prentice Hall, 565-572.
- Reprinted update: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp.
Jochen Wirtz and Jill Klein (2002), "The SpaceDisk Service Guarantee," in Essentials of Services Marketing, Douglas Hoffman and John E.G. Bateson, 2nd ed., New York: Dryden Press, 536-538.
Christopher H. Lovelock and Jochen Wirtz (2002), "Bouleau & Huntley: Cross-selling Professional Services into the Philippines," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and Hean Tat Keh, Singapore: Prentice Hall, 664-669.
- Reprinted update: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: Managing People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp. - Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book. Singapore: Prentice Hall, 454 pp.
Christopher H. Lovelock and Jochen Wirtz (2002), "Four Customers in Search of Solutions - Segmenting Hong Kong's Telecoms Market (Cases A to D)," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and Hean Tat Keh, Singapore: Prentice Hall, 562-565.
- Reprinted update: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Services Marketing in Asia: Managing People, Technology, and Strategy, 2nd edition. Singapore: Prentice Hall, 696 pp.
Tracy Ong, Angeline Wee and Jochen Wirtz (2002), "Training for Service Excellence across Asia," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and Hean Tat Keh, Singapore: Prentice Hall, 556-561.
- Reprinted update: Jochen Wirtz (2005), "The Service Quality Centre: Training for Service Excellence Across Asia," in "Services Marketing in Asia - A Case Book," by Jochen Wirtz and Christopher H. Lovelock, Singapore: Prentice Hall, 454 pp.
Nigel Romano, Robin A. Speculand and Jochen Wirtz (2002), "Implementing Six Sigma Across Asia: The Citibank Experience," in Services Marketing in Asia: Managing People, Technology, and Strategy, Christopher H. Lovelock, Jochen Wirtz and H.T. Keh, Singapore: Prentice Hall, 412-416.
Leonardo R. Garcia, Jr., and Jochen Wirtz (2002), "Jollibee - The Taste that Conquered a Nation," in Rethinking Marketing - Sustainable Market-ing Enterprise in Asia, Philip Kotler, Hermawan Kartajaya, Hooi Den Huan, and Sandra Liu, Singapore: Prentice Hall, 179-185.
- Reprinted update: Leonardo R. Garcia, Jr., Jochen Wirtz, and Christopher Lovelock (2005), "Jollibee Foods Corporation," in Services Marketing in Asia - A Case Book, by Jochen Wirtz and Christopher H. Lovelock, Singapore: Prentice Hall, 454 pp.
- Reprinted update Leonardo R. Garcia, Jr., Jochen Wirtz, and Christopher Lovelock (2006), "Jollibee Foods Corporation," in Services Marketing - People, Technology, Strategy, by Christopher H. Lovelock and Jochen Wirtz (2006, forthcoming), 6th ed., New Jersey: Prentice Hall.
Sheryl E. Kimes, Jochen Wirtz and Christopher H. Lovelock (2003), "Coyote Loco - Evaluating Opportunities for Revenue Management," in: Christopher H. Lovelock and Jochen Wirtz, Services Marketing. 5th ed., Upper Saddle River, New Jersey: Prentice Hall, 552-562.
- Reprinted update in: Stowe Shoemaker (2006), Marketing Leadership in Hospitality: Foundations and Practices, 4th ed., Upper Saddle River, New Jersey: Prentice Hall.
- Reprinted update in: Stowe Shoemaker (2006), Marketing Leadership in Hospitality: Essentials, Upper Saddle River, New Jersey: Prentice Hall.
- Reprinted update in: Julie Issac, S.J. Venugopla Rao, and Hadiya Faheem, (2006), Case Studies in Services Marketing. Hyerabad: The ICFAI Center for Management Research, 225pp.
Sheryl E. Kimes, Jochen Wirtz and Christopher H. Lovelock (2003), "The Accra Beach Hotel - Block Booking of Capacity During Peak Period," in: Christopher H. Lovelock and Jochen Wirtz, Services Marketing. 5th ed., Upper Saddle River, New Jersey: Prentice Hall, 546-551.
- Reprinted update Sheryl E. Kimes, Jochen Wirtz and Christopher H. Lovelock (2006), "The Accra Beach Hotel - Block Booking of Capacity During Peak Period," in Services Marketing - People, Technology, Strategy, by Christopher H. Lovelock and Jochen Wirtz (2006, forthcoming), 6th ed., New Jersey: Prentice Hall.
- Reprinted update in: Julie Issac, S.J. Venugopla Rao, and Hadiya Faheem, (2006), Case Studies in Services Marketing. Hyerabad: The ICFAI Center for Management Research, 225pp.
- Reprinted update in: Stowe Shoemaker (2006), Marketing Leadership in Hospitality: Foundations and Practices, 4th ed., Upper Saddle River, New Jersey: Prentice Hall.
- Reprinted update in: Stowe Shoemaker (2006), Marketing Leadership in Hospitality: Essentials, Upper Saddle River, New Jersey: Prentice Hall.
Jochen Wirtz, Indranil Sen, and Sanjay Singh (2005), "Customer Asset Management at DHL in Asia," in: Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu, Services Marketing in Asia: People, Technology, and Strategy, 2nd edition, by Singapore: Prentice Hall, 634-640.
- Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book. Singapore: Prentice Hall, 454 pp.
- Reprinted update in: Julie Issac, S.J. Venugopla Rao, and Hadiya Faheem, (2006), Case Studies in Services Marketing. Hyerabad: The ICFAI Center for Management Research, 225pp.
Jochen Wirtz (2005), "Bossard Asia Pacific - Can It Make Its CRM Strategy Work?" Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu, Services Marketing in Asia: People, Technology, and Strategy, 2nd edition, by Singapore: Prentice Hall, 641-648.
- Reprinted update: Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book. Singapore: Prentice Hall, 454 pp.
- Reprinted update in: Julie Issac, S.J. Venugopla Rao, and Hadiya Faheem, (2006), Case Studies in Services Marketing. Hyerabad: The ICFAI Center for Management Research, 225pp.
Patricia Chew and Jochen Wirtz (2005), "Managing Word of Mouth: The Referral Incentive Program That Backfired," in Services Marketing in Asia: People, Technology, and Strategy, 2nd ed., by Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu Singapore: Prentice Hall, 588-593.
Jochen Wirtz and Maisy Koh (2005), "Banyan Tree - Developing a Powerful Service Brand," in Services Marketing in Asia: People, Technology, and Strategy, 2nd edition, by Christopher H. Lovelock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2005), Singapore: Prentice Hall, 574-587.
- Reprinted update in: Jochen Wirtz and Christopher H. Lovelock (2005), Services Marketing in Asia - A Case Book. Singapore: Prentice Hall, 454 pp.
- Reprinted update in: Julie Issac, S.J. Venugopla Rao, and Hadiya Faheem, (2006), Case Studies in Services Marketing. Hyerabad: The ICFAI Center for Management Research, 225pp.
PUBLICATIONS IN CONFERENCE PROCEEDINGS & CONFERENCE PRESENTATIONS
Jochen Wirtz and John E.G. Bateson (1990), "The Concept of Affect Applied to Satisfaction Theory with Services," Paper Presented at the TIMS College on Marketing Special Interest Conference on Services Marketing, Nashville, USA
Jochen Wirtz and John E.G. Bateson (1992), "Consumer Satisfaction with Services - Opening Up the Disconfirmation Paradigm," in Proceedings of the 2nd International Research Seminar in Service Management. Aix-en-Provence, France: IAE, 728-748.
Jochen Wirtz and John E.G. Bateson (1992), "Including Heterogeneous Performance Expectations in Satisfaction Models with Services," Paper presented at the Marketing Science Conference, London, UK.
Jochen Wirtz (1993), "Halo Effects Between Attributes in Satisfaction Models: What Can Attribute Measures Tell Us?" in Proceedings of the International Symposium on Gaining Competitive Advantage Through Marketing: Current Issues and Future Challenges for Small and Medium Scale Enterprises. Kuala Lumpur: Universiti Kebangsaan Malaysia, 110-123.
Jochen Wirtz (1994), "Consumer Satisfaction with Services: Integrating Recent Perspectives in Services Marketing with the Traditional Satisfaction Model," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 1, 153-159.
Prem N. Shamdasani and Jochen Wirtz (1994), "Identifying the Determinants of Service Quality in the Airline Industry," in Proceedings of the 10th Academy of International Business South-East Asia Regional Conference on: Asia-Pacific Business Year 2000. Beijing: China Aviation Industry Press, Vol. 1, 60-66.
Jochen Wirtz and John E.G. Bateson (1994), "Halo Effects in Satisfaction Measures of Service Attributes: What Can Attribute Measures Tell Us?" in Proceedings of the 3rd International Research Seminar in Service Management. Aix-en-Provence, France: IAE, 719-742.
Jochen Wirtz and Prem N. Shamdasani (1994), "Development of a Conceptual Model on the Impact of Service Guarantees on Service Firms and Their Customers," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 1, 165-170.
Prem N. Shamdasani, Jochen Wirtz and Michael T. M. Chong (1995), "An Exploratory Study of New Product Development Activities of Singapore Firms," in Proceedings of the 11th Academy of International Business South- East Asia Regional Conference, Perth: Murdoch University, 327-330.
Jochen Wirtz and Prem N. Shamdasani (1995), "Development of a Conceptual Model on the Impact of Guarantees on Operations and Customer Behaviour," Paper Presented at the 1st INFORMS International Conference in Singapore: Global Services, Competitive Technologies, 76.
Jochen Wirtz (1996), "Development of a Model on the Impacts of Service Guarantees," in Proceedings of the 4th International Research Seminar in Service Management. Aix-en-Provence, France: IAE, 748-766.
Jochen Wirtz (1997), "What Can Asian Firms Gain from Introducing Service Guarantees?" Paper Presented at the Asia-Pacific Service & Quality Conference. Singapore: Service Quality Centre.
Kwon Jung, Jochen Wirtz, Ah Keng Kau and Soo Jiuan Tan (1997), "The Seven Faces of Singapore - Initial Findings from a Large-scale Representative Study," in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 416-418.
David Kwok and Jochen Wirtz (1997), "Halo in Consumer Satisfaction: Replication and Extension of an Empirical Study," in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 251.
Meng Chung Lee and Jochen Wirtz (1997), "Choosing Appropriate Customer Satisfaction Measures - First Steps Towards a Normative Framework," in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 244-246.
Anna Mattila and Jochen Wirtz (1997), "Perceived Performance - A Direct Causal Antecedent of Customer Satisfaction?" in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 249.
Jochen Wirtz (1997), "How to Reduce Halo in Attribute-specific Customer Satisfaction Measures: An Empirical Investigation," in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 250.
Jochen Wirtz (1997), "Is Full Satisfaction the Best You Can Guarantee - An Empirical Investigation," in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 247-248.
Jochen Wirtz and Meng Chung Lee (1997), "Singapore: Macro Trends and Their Implications for Consumer Marketing," in Proceedings of the Eighth Biennial World Marketing Congress 1997, Kuala Lumpur, Malaysia: Academy of Marketing Science, Vol. 8, 419-421.
Ah Keng Kau, Soo Jiuan Tan, Jochen Wirtz and Kwon Jung (1998), "Life Satisfaction in Singapore - A Demographic Analysis," in Proceedings of the First International Conference of Quality of Life in Cities: Issues and Perspectives, Singapore: School of Building and Real Estate, National University of Singapore, Vol. 1, 312-321.
Irene C.L. Ng, Khai Sheang Lee and Jochen Wirtz (1998), "Examining the Strategic Role of Service Capacity - A Theory-in-Use Approach," in Proceedings of the 5th International Research Seminar in Service Management. Aix-en-Provence, France: IAE, 558-585.
Jochen Wirtz (1998), "Special Session Summary: Lifestyle Research, Macro Trends and Consumer Behavior in Asia," in Asia Pacific Advances in Consumer Research, K. Hung and K. Monroe, Eds., USA: Association for Consumer Research, Vol. 3, p. 1-3.
Kwon Jung, Jochen Wirtz, Ah Keng Kau and Soo Jiuan Tan (1998), "The Seven Faces of Singaporeans: A Typology of Singapore Consumers from a Life-Style Study," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 1
Ah Keng Kau, Soo Jiuan Tan and Jochen Wirtz (1998), "A Demographic Analysis of Life Satisfaction in Singapore," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 2.
Meng Chung Lee and Jochen Wirtz (1998), "Is the Use of Satisfaction Measures Context Specific? - Initial Findings from a Large Scale Measure Validation Study," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 89.
Anna Mattila and Jochen Wirtz (1998), "The Impact of Pre-consumption Affect on Post-purchase Satisfaction," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 90.
Soo Jiuan Tan, Kwon Jung, Ah Keng Kau and Jochen Wirtz (1998), "The Clustering of Asia: A Look at Lifestyle Clusters in Asian Countries," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 1.
Jochen Wirtz (1998), "Expected Performance Heterogeneity - Integrating the Prospect Theory in Satisfaction Models," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 89-90.
Jochen Wirtz and Meng Chung Lee (1998), "Trends in Consumer Marketing in Singapore - 1998 Update and Extension," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 3.
Jochen Wirtz, Meng Chung Lee and Anna Mattila (1998), "Services in Asia - Macro Trends," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 2.
Jochen Wirtz and Sin Jin Lim (1998), "How to Reduce Halo in Attribute-specific Satisfaction Measures: An Empirical Examination of Four Halo Reduction Methods," Asia-Pacific Advances in Consumer Research, Provo, UT, USA: Association for Consumer Research, Vol. 3, 89.
Irene C.L. Ng, Khai Sheang Lee and Jochen Wirtz (1999), "A Framework of Competitive Strategy for Service Firms," Presented at the Ninth Biennial World Marketing Congress 1999, Qwara, Malta: Academy of Marketing Science.
Jochen Wirtz, Irene C.L. Ng and Khai Sheang Lee (1999), "How to Reduce Cheating on Service Guarantees? Results from Two Empirical Studies," in Proceedings of the Ninth Biennial World Marketing Congress 1999, Qwara, Malta: Academy of Marketing Science, Vol. 9, 198-203.
Jochen Wirtz, Irene C.L. Ng and Khai Sheang Lee (1999), "Should a Service Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee? An Experimental Study," in Proceedings of the Ninth Biennial World Marketing Congress 1999, Qwara, Malta: Academy of Marketing Science, Vol. 9, 195-197.
Jeannette P. T. Ho, Khai Sheang Lee, Chow How Wee and Jochen Wirtz (1999), "Understanding and Resolving the Conflicts Between Customer Orientation and Yield Management in Capacity Utilisation Sensitive Service Firms," in Proceedings of the 3rd AAM Conference - Reinventing Asian Management for Global Challenges, Penang, Malaysia: Asian Academy of Management, Vol. 1, 393-402.
Doreen Kum and Jochen Wirtz (1999), "Towards a Normative Model of Membership Marketing," in Proceedings of the 3rd AAM Conference - Reinventing Asian Management for Global Challenges, Penang, Malaysia: Asian Academy of Management, Vol. 1, 428-436.
Irene C.L. Ng, Khai Sheang Lee and Jochen Wirtz (1999), "Advanced Sale of Service Capacity: Impact of Demand Elasticity on Optimal Pricing and Capacity Allocation," in Proceedings of the 3rd AAM Conference - Reinventing Asian Management for Global Challenges, Penang, Malaysia: Asian Academy of Management, Vol. 2, 137-145.
Siew Lien Sim, Khai Sheang Lee and Jochen Wirtz (1999), "The Impact of Consumer Product Knowledge on Prices of Credence Goods - An Analysis in the Context of the Antiques Market," in Proceedings of the 3rd AAM Conference - Reinventing Asian Management for Global Challenges, Penang, Malaysia: Asian Academy of Management, Vol. 1, 638-642.
Rachel L. P. Tan and Jochen Wirtz (1999), "Consumer Satisfaction with Services: Target Arousal Level, Affect and Disconfirmation," in Proceedings of the 3rd AAM Conference - Reinventing Asian Management for Global Challenges, Penang, Malaysia: Asian Academy of Management, Vol. 1, 375-384.
Hans A. Wuethrich, Andreas Philipp, Jochen Wirtz and Thomas Menkhoff (1999), "Virtual Enterprises - Creation of Value in Temporary Network Alliances," in Proceedings of the 3rd AAM Conference - Reinventing Asian Management for Global Challenges, Penang, Malaysia: Asian Academy of Management.
Khai Sheang Lee, Jochen Wirtz and Irene C L Ng (1999), "Competition in the Advanced Sale of Service Capacity," Paper presented at Inaugural Faculty Research Conference, 7-8 October 1999, National University of Singapore, Singapore.
Khai Sheang Lee, Jochen Wirtz and Siew Lien Sim (1999), "The Impact of Consumer Knowledge on Pricing of Credence Services: A Game Theoretic Analysis," Paper presented at Inaugural Faculty Research Conference, 7-8 October 1999, National University of Singapore, Singapore.
Jochen Wirtz and Anna Mattila (1999), "Congruency of Scent and Music as Driver of Consumer Behaviour in Service Environments," Paper presented at Inaugural Faculty Research Conference, 7-8 October 1999, National University of Singapore, Singapore.
Anna Mattila, Jochen Wirtz, and Rachel L. P. Tan (1999), "The Mediating Role of Target-Arousal State on Service Satisfaction," Paper presented at the Eighth Annual AMA Frontiers in Services Conference, 21-23 October 1999, Vanderbilt University, Nashville, United States.
Siew Lien Sim, Khai Sheang Lee and Jochen Wirtz, (1999) "The Impact of Consumer Knowledge on Pricing of Credence Services: A Game Theoretic Analysis," Paper presented at the Eighth Annual AMA Frontiers in Services Conference, 21-23 October 1999, Vanderbilt University, Nashville, United States.
Ah Keng Kau, Kwon Jung, Soo Jiuan Tan, and Jochen Wirtz (1999), "Gender Differences in Values, Aspirations and Lifestyles: A Study of Singapore Consumers," in Proceedings of the 1999 ACR Europe Conference, Jouy-en-Josas, France: Association for Consumer Research.
May O. Lwin, Jochen Wirtz, and Ulrich K Wissmeier (1999), "Using the Internet as an International Distribution Channel - An Exploratory Examination," Presented at the Fifth International Conference of the Decision Sciences Institute (DSI), 4-7 July, Athens, Greece.
Jochen Wirtz (1999), "Designing and Managing Fully Integrated Customer Feedback Systems," Paper presented at the Asia Pacific Quality & Service Conference 1999 - Winning Strategies for Global Excellence, Service Quality Centre, Singapore.
Jochen Wirtz, May O. Lwin, Adrian Miranda and Ulrich K. Wissmeier (1999), "International Marketing via the Internet: An Exploratory Investigation," in Proceedings of the 1999 Annual Conference of the Academy of International Business Southeast Asia Region, Monash University, Melbourne, Australia, Vol. 2, 306-315.
Poh Kam Wong and Jochen Wirtz (1999), "An Empirical Study on Internet-based Business-to-business E-commerce in Singapore," Paper presented at Conference on the Measurement of Electronic Commerce, 6-8 December 1999, NUS Business School, Singapore.
Patricia Chew and Jochen Wirtz (2000), "Initial Findings on the Effects of Satisfaction and Incentives on Word-of-Mouth Behaviour," in Asia Pacific Advances in Consumer Research, Paula Tidwell ed., Provo, UT: Association of Consumer Research, Vol. 4, 335.
Jochen Wirtz and Doreen Kum (2000), "Consumer Cheating on Service Guarantees: An Experimental Study," in Asia Pacific Advances in Consumer Research, Paula Tidwell ed., Provo, UT: Association of Consumer Research, Vol. 4, 362.
Jochen Wirtz and Meng Chung Lee (2000), "An Empirical Study on the Quality and Context-specific Applicability of Commonly Used Customer Satisfaction Measure," in Asia Pacific Advances in Consumer Research, Paula Tidwell ed., Provo, UT: Association of Consumer Research, Vol. 4, 336.
Jochen Wirtz and Anna Mattila (2000), "Congruency of Scent and Music as a Driver of In-store Evaluations and Behaviour," in Asia Pacific Advances in Consumer Research, Paula Tidwell ed., Provo, UT: Association of Consumer Research, Vol. 4, 363.
Jochen Wirtz and Rachel L. P. Tan (2000), "Conjoint Analysis: An Examination of the Validity of the Self-explicated Design in the Context of Air Travel," in Asia Pacific Advances in Consumer Research, Paula Tidwell ed., Provo, UT: Association of Consumer Research, Vol. 4, 98.
Jochen Wirtz and Swee Cheok Teo (2000), "Marketing of Credence Goods: The Impact of Expertise on Buyers' Information Search and Processing Strategy," in Asia Pacific Advances in Consumer Research, Paula Tidwell ed., Provo, UT: Association of Consumer Research, Vol. 4, 127.
Jochen Wirtz (2000), "Managing for Service Excellence and Customer Loyalty," Paper presented at Motorola CGISS South Asia Business Partner's Conference, 24 - 26 April 2000, Bangkok, Thailand.
Jochen Wirtz and Monica Tomlin (2000), "Facilitating Service Excellence Through Fully Integrated Customer Feedback Systems," in Proceedings of The Fifth International Conference on ISO 9000 & TQM, Singapore, 228-237.
Patricia Chew and Jochen Wirtz (2000), "The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of-Mouth Behavior," in Proceedings of the 5th International Research Seminar in Service Management, Aix-en-Provence, France: IAE, 137-162.
Jochen Wirtz and Monica Tomlin (2000), "Institutionalizing Customer-Driven Learning Through Fully Integrated Customer Feedback Systems," in Proceedings of the 5th International Research Seminar in Service Management, Aix-en-Provence, France: IAE, 662-677.
May Oo Lwin and Jochen Wirtz (2000), "Gulfstream Aerospace Corporation - Penetrating Asia's Corporate Jet Market," in The Asian Case Research Journal's Asian Business Case Writing Conference, Singapore: NUS Business School, 132-148.
Jochen Wirtz and May Oo Lwin (2000), "Spacedisk Inc. - Establishing a Global Internet-Based Infrastructure Service," in The Asian Case Research Journal's Asian Business Case Writing Conference, Singapore: NUS Business School, 254-261.
Anna Mattila and Jochen Wirtz (2000), "The Role of Credence Attributes in the Consumer Evaluation Process," Paper presented at The Ninth Annual AMA Conference - Frontiers in Services, October 2000, Vanderbilt University, Nashville, US.
Anna Mattila, Jochen Wirtz and Rachel L P Tan (2001), "The Impact of Affective Expectations on Restaurant Satisfaction," Paper presented at CHRIE Conference 2001 - 25-28 July 2001, Toronto, Canada.
- This presentation won the Best Paper Award at The Hospitality & Tourism Educators 2001 Annual Conference in Toronto, Canada, awarded by CHRIE (Council on Hotel, Restaurant and Institutional Education).
Anna Mattila and Jochen Wirtz (2001), "The Impact of Arousal Congruency on Consumers' Satisfaction and Instore Behaviors (Abstract)," Paper presented at The Tenth Annual AMA Conference - Frontiers in Services, October 2001, Washington, D C, United States.
May O. Lwin, Jochen Wirtz, and Jerome D. Williams, "What Net Users Expect for Personal Information: A Social Contract Perspective," Paper presented at the American Marketing Association Winter Educators' Conference 2002, San Antonio, Texas, United States.
Patricia Chew and Jochen Wirtz, "Incentives and Word of Mouth," Paper presented at XXV International Congress of Applied Psychology, 7-12 July 2002, Suntec Convention Hall, Singapore.
Jochen Wirtz and Siok Kuan Tambyah, "The Perception and Use of Customer Feedback in Service Firms - Exploring the Perspectives of Top Management, Middle Management and the Front Line," Paper presented at The Eleventh Annual AMA Conference - Frontiers in Services, June 2002, Maastricht, The Netherlands.
Sheryl E. Kimes, Jochen Wirtz and Breffni M. Noone, "Measuring Customer Expectations of Dining Duration for Restaurant Revenue Management," Paper presented at 8th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, 5-7 January 2003, Las Vegas, Nevada, United States.
Patricia Chew, Siok Kuan Tambyah and Jochen Wirtz (2003), "The Role of Incentives on Recommendation Behavior," in European Advances in Consumer Research, Darach Turley, and Stephen Brown, eds., Provo, UT: Association of Consumer Research.
Breffni M. Noone, Sheryl E. Kimes and Jochen Wirtz, "Managing Service Encounter Duration for Revenue Management in Environments of Unpredictable Duration," Paper presented at The Twelfth Annual AMA Conference - Frontiers in Services, October 2003, Washington, DC, USA.
Christopher H. Lovelock and Jochen Wirtz, "Serving Third-World Consumers: A New Challenge for Service Management," Paper presented at The Twelfth Annual AMA Conference - Frontiers in Services, October 2003, Washington, DC, USA.
Sheryl E. Kimes and Jochen Wirtz, "The Psychology of Revenue Management: Impact of Familiarity, Framing and Relative Price Advantage on the Perceived Fairness of Revenue Management," in Proceedings of the Thirteenth Annual AMA Conference - Frontiers in Services, October 2004, Miami, USA.
Breffni M. Noone, Sheryl E. Kimes, Michal Lynn and Jochen Wirtz, "Controlling Service Encounter Duration for Revenue Management: Why and When Does Duration Impact Consumer Satisfaction with Service Encounters?" in Proceedings of the Thirteenth Annual AMA Conference - Frontiers in Services, October 2004, Miami, USA.
Siok Kuan Tambyah and Jochen Wirtz, "The Effects of Social Capital on the Reporting of Unsolicted Customer Feedback," Paper presented at 2005 SERVSIG Research Conference, June, Singapore.
May Oo Lwin and Jochen Wirtz, "Consumer Online Privacy: Viewing Through Customer Relationship Lense," Paper presented at 2005 SERVSIG Research Conference, June, Singapore.
Breffni M. Noone, Sheryl E. Kimes and Jochen Wirtz, "Service Encounter Pace, Goal Attainment and Customer Satisfaction," Paper presented at the Fourteenth Annual AMA Conference - Frontiers in Services, October 2005, Phoenix, USA
Jochen Wirtz and Janet McColl-Kennedy, "Consumer Claiming Behavior in a Service Recovery Context," Paper presented at the Fourteenth Annual AMA Conference - Frontiers in Services, October 2005, Phoenix, USA.
Patricia Chew, Siok Kuan Tambyah and Jochen Wirtz, "Consumer Responses to Recommend-a-friend Programs," Paper presented at ANZMAC Conference, December 2005, Perth, Western Australia.
Jochen Wirtz, Loizos Heracleous and Thomas Menkhoff, "Value Creation Through Strategic Knowledge Management: The Case of Singapore Airlines," Paper presented at The Third International Research Conference Chinese Entrepreneurship and Asian Business Networks on Value Creation through Knowledge Governance, March 2006, Singapore.
Christopher H. Lovelock and Jochen Wirtz, "Developing Mobile Phone Services for BOP Consumers: Insights for Consumer Behavior, Distribution Strategy, and Development Economics," Paper presented at Academy of Marketing Science Annual Conference 2006. Revolution in Marketing: Market Driving Changes, May 2006, San Antonio, Texas, U.S.A.
Rafaeli, Anat, Ravid, Shy, Grandey, Alicia, & Wirtz, Jochen, "Culture, display rules and organization: The effects of globalization." Paper presented at Symposium for the Annual Meeting of the Academy of Management Conference, August 2006, Atlanta, GA.
Jochen Wirtz and Janet R. McColl-Kennedy, "(Aggressive) Consumer Claiming Behavior in Service Recovery Situations." Paper presented at the 13th International Conference on Recent Advances in Retailing and Consumer Services Science, June 2006, Budapest, Hungary.
Book Reviews
Jochen Wirtz (1997), "Book Review: On Great Service - A Framework for Action by Leonard L. Berry," Journal of Retailing and Consumer Services, Vol. 4, No. 1, 65-72.
Jochen Wirtz (1997), "Book Review: Winning The Service Game by Benjamin Schneider and David E. Bowen," Asia Pacific Journal of Management, Vol. 14, No. 1, 103-106.
Meng Chung Lee and Jochen Wirtz (1998), "Book Review: Satisfaction - A Behavioural Perspective on the Consumer by Richard L. Oliver," Asia Pacific Journal of Management, Vol. 15, No. 2, 285-286.
Jochen Wirtz (2001), "Book Review: Consumer Behaviour in Asia by Hellmut Schuette and Deanna Ciarlante," International Marketing Review, Vol. 18, No. 1, 99-101.
Jochen Wirtz (2006), "Book Review: Complaint Management - The Heart of CRM by Bernd Stauss and Wolfgang Seidel," Managing Service Quality, Vol. 16, No. 1, 97-98.
Impact of Books published
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:
Asia (in English)
Brazil (in Portuguese)
Australia/New Zealand (in English)
France (in French)
India (in English)
Latin America / Spain (in Spanish)
Philippines (in English)
Russia (in Russian)
Taiwan (in traditional Chinese)
The Netherlands (in Dutch)
Translations and/or adaptations are in progress for: