Jochen Wirtz

Jochen Wirtz is a Professor of Marketing at the National University of Singapore (NUS), an International Fellow of the Service Research Center at Karlstad University in Sweden, and an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University in the USA. Professor Wirtz was the director and founding member of the UCLA-NUS Executive MBA Program (ranked fourth globally in the 2015 Financial Times EMBA rankings and third in the 2015 EIU rankings) from 2002 to 2014. He was also an Associate Fellow at the Saïd Business School, University of Oxford, from 2008 to 2013, and a founding member of the NUS Teaching Academy (NUS's think-tank on education) from 2009 to 2015. His research focuses on service marketing and has been published in over 200 academic articles, book chapters, and industry reports. He is the author or co-author of more than 10 books, including "Services Marketing - People, Technology, Strategy" (World Scientific, 8th edition, 2016), co-authored with Professor Lovelock, which is considered one of the leading textbooks on service marketing worldwide, having been translated and adapted in over 26 countries with sales exceeding 800,000 copies. Some of his other books include "Flying High in a Competitive Industry: Secrets of the World’s Leading Airline" (McGraw Hill, 2009), "Essentials of Services Marketing" (Prentice Hall, 3rd edition, 2016), and "Winning in Service Markets: Success Through People, Technology and Strategy" (World Scientific, 2016). In recognition of his outstanding teaching and research, Professor Wirtz has received over 40 awards, including the Distinguished Marketing Scholar Award from the Academy of Marketing Science (AMS) in 2012 (the highest recognition of outstanding teaching by the AMS internationally), and the Outstanding Educator Award at the university level from NUS. He also won the Emerald Group Publications' Outstanding Service Researcher Award in 2010 and the Best Practical Implications Award in 2009. He serves on the editorial boards of more than ten academic journals, including the Journal of Service Management, Journal of Service Research, Journal of Service Science, and Cornell Hospitality Quarterly. He is also a reviewer for the Journal of Consumer Research and Journal of Marketing. Professor Wirtz chaired the biannual Service Research Conference of the American Marketing Association in 2005, when it was first held in Asia. He was formerly a banker and passed the banking exams at the Chamber of Commerce and Industry in Munich. Since then, he has been an active business consultant, collaborating with international consulting firms such as Accenture, Arthur D. Little, and KPMG, as well as major service sector companies in the areas of strategy, business development, and customer feedback systems. Professor Wirtz is of German origin and spent seven years in London before moving to Asia. He currently divides his time between Asia, the USA, and Europe.