Footnotes
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Jochen Wirtz | |
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| Born | Germany |
| Nationality | German |
| Occupation(s) | Academic, author |
| Known for | His textbooks and research on services marketing, management, and intelligent automation in services |
| Awards | Christopher Lovelock Career Contributions to the Services Discipline Award, Christian Grönroos Service Research Award 2024; American Marketing Science (AMS) Outstanding Marketing Teacher Award, ; National University of Singapore (NUS) Outstanding Educator Award |
| Academic background | |
| Education | Ph.D. (1992) |
| Alma mater | London Business School |
| Thesis | Consumer satisfaction with services. (1992) |
| Doctoral advisor | John Bateson |
| Other advisors | Andrew Ehrenberg, Mark Uncles, John Williams [a] |
| Academic work | |
| Discipline | Marketing |
| Sub-discipline | Services marketing,Consumer satisfaction,Service management |
| Institutions | National University of Singapore |
| Website | jochenwirtz |
Jochen Wirtz is a marketing scholar,academic administrator and author. Wirtz is Vice Dean of MBA Programmes and Professor of Marketing at the National University of Singapore (NUS) Business School. [1] Wirtz is best known in academia for co-authoring the widely adopted textbook Services Marketing:People,Technology,Strategy. The book,which has sold over 1.5 million copies and is widely used at universities globally,was originally initiated in collaboration with Christopher Lovelock of Harvard Business School. [2]
Wirtz earned his Ph.D. in services marketing from London Business School in 1991. His doctoral thesis,titled Consumer Satisfaction with Services,explored the role of performance heterogeneity and affective responses in shaping consumer satisfaction during service encounters. The study examined ways to enhance traditional satisfaction models by addressing the experiential characteristics of services.
Wirtz began his academic career in 1992 when he joined NUS Business School,National University of Singapore (NUS). He has served as Vice Dean for MBA Programs and Professor of Marketing at NUS Business School. He is known for playinga central role in curriculum design,programme management,and educational innovation within the MBA and Executive MBA (EMBA) offerings at NUS. [3] [4] [5]
At NUS,he served as the founding director of the UCLA–NUS Executive MBA Programme from 2002 to 2017. He was also a founding member of the NUS Teaching Academy,the university’s think-tank on education,from 2009 to 2015.
As Vice Dean at NUS,Wirtz introduced reforms to the MBA Program such as pass/fail elective grading to encourage personal development and reduce grade pressure. He also promoted experiential learning through initiatives like the MBA Club Ecosystem,which helps students explore different industries and build networks. He has also embraced digital transformation of marketing,admissions,and program management. [4]
Wirtz co-authored Services Marketing:People,Technology,Strategy,a textbook which has sold over 1.5 million copies including its adaptations and translations to 26 languages and reasons,and is used in more than 500 institutions globally. The book was originally written in collaboration with Christopher Lovelock of Harvard Business School. [2]
Wirtz is an International Fellow at the Service Research Center at Karlstad University in Sweden,an Academic Scholar at the Cornell Institute for Healthy Futures at Cornell University,and a Global Faculty member at the Center for Services Leadership at Arizona State University. From 2008 to 2013,he was an Associate Fellow at the Saïd Business School,University of Oxford.
Wirtz was named one of the Highly Cited Researchers in economics and business by Clarivate’s Web of Science for 2022,2023 and 2024. [6] [7] [8]
Wirtz has served as a consultant with Accenture,Arthur D. Little,and KPMG. He has also been involved in several startup ventures,including Dataswyft and TranscribeMe. [9]
During the 13th ServSIG conferenceconference in Bordeaux, CERS presented Professor Jochen Wirtz with the Grönroos Service Research Award an award recognizing exceptional service research in the Grönroosian spirit.
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