Faculty & Research
Dr. Jochen Wirtz
Dr. Jochen Wirtz is one of the leading authorities in services marketing in Asia. He is 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.
Dr. Wirtz's 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 journals, including the 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 Hotel and Restaurant Administration 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 more than 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 textbook 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; the Best Paper Award at The Hospitality and 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 and 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 PhD 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.