Jochen
Jochen, WIRTZ Professor Department:  Marketing Office:  BIZ1 8-5 Contact:  (65) 6516 3656 Email:  jochen@nus.edu.sg Curriculum Vitae Research Impact

Jochen Wirtz is Professor of Marketing at the National University of Singapore (NUS), a member of NUS Teaching Academy (the NUS think-tank on education matters), and an international fellow of the Service Research Center at Karlstad University, Sweden. From 2003 to 2014, he was the founding director of the dual degree UCLA - NUS Executive MBA Program (ranked number 4 globally in ...[More+]

Research
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Selected
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Awards &
Honors
Educational
Qualifications
Academic
Experience
Corporate
Experience
Courses
Membership
    • Referral Reward Programs
    • Cost-effective Service Excellence
    • Opportunistic Consumer Behaviour
    • Pricing Of Services And Revenue Management
    • Customer Feedback Systems, Customer Satisfaction Measurement And Modelling
    • Service Recovery And Service Guarantees
    • Services Marketing & Management
    • University-level Annual Teaching Excellence Award - 2013
    • Honorable Mention, Best Paper Award In Service Science - 2013
    • Best Paper Award For The Conference Paper "is The Role Of Marketing Diminishing? Results From Three Geographic Regions: Asia, Europe And Usa" - 2013
    • Winner Of The NUS Business School Outstanding Educator Award - 2012
    • Winner Of The 2012 Academy Of Marketing Science (ams) Outstanding Marketing Educator Award - 2012
    • Winner Of The NUS Business School Outstanding Educator Award - 2011
    • University Annual Teaching Excellence Awards (NUS) - 2011
    • Two Emerald Literati Club Highly Commended Awards For Excellence, One Each For Two Articles Published In The Journal Of Service Management - 2011
    • Ranked As The 2nd Most Productive Service Researcher Globally In Five Leading Services Journals Over A 14-year Period From 1995 To 2008 - 2011
    • Honorary Appointment As International Fellow - 2011
    • Financial Times (ft) Lexicon Professor Of The Week (may 2011) - 2011
    • Ranked As The Most Productive Service Researcher In Asia In Five Leading Services Journals Over A 14-year Period From 1995 To 2008 - 2010
    • Outstanding Reviewer For The Journal Of Service Management - Winner Of The Emerald Literati Network Awards For Excellence - 2010
    • NUS Business School Outstanding Educator Award - 2010
    • Inaugural Outstanding Service Researcher Award, By Emerald Group Publishing - 2010
    • University-level Annual Teaching Excellence Award - 2009
    • NUS Business School Outstanding Educator Award - 2009
    • Inducted As Members Of The NUS Teaching Academy - 2009
    • Best Practical Implications Award By Emerald Group Publications For The Paper With The Best Practical Implications - 2009
    • Faculty Outstanding Educator Award (NUS) - 2008
    • University Annual Teaching Excellence Awards (NUS) - 2007
    • Emerald Literati Club Highly Commended Award For Excellence For An Article Published In Journal Of Service Management - 2007
    • Reviewer Of The Year Award, Australasian Marketing Journal - 2006
    • Emerald Literati Club Outstanding Paper Award For Excellence For The Best Article Published In Journal Of Service Management - 2006
    • Emerald Literati Club Highly Commended Award For Excellence For An Article Published In Managing Service Quality - 2006
    • NUS Business School Outstanding Educator Award - 2005
    • University-level Annual Teaching Excellence Award - 2004
    • University-level Outstanding Educator Award - 2003
    • University-level NUS Excellent Teacher Award - 2002
    • University Annual Teaching Excellence Awards (NUS) - 2002
    • Top Ranked Educator Of The NUS Business School, Nominated For The University-level Outstanding Educator - 2002
    • Recognition For Excellence As Outstanding Educator At The NUS Business School - 2002
    • Emerald Literati Club 2003 Award For Excellence For The 'most Outstanding Paper' Of The Year Published In The Journal Of Service Management - 2002
    • Emerald Literati Club 2002 Highly Commended Award For Excellence For An Article Published In Managing Service Quality - 2002
    • University Annual Teaching Excellence Awards (NUS) - 2001
    • Outstanding Educator Award, NUS Business School - 2001
    • Emerald Literati Club 2002 Highly Commended Award For Excellence For An Article Published In The Journal Of Service Management - 2001
    • Department Of Marketing Outstanding Educator Award - 2001
    • Best Paper Award For A Paper Presented At The Hospitality & Tourism Educators 2001 Annual Conference, Toronto, Canada - 2001
    • Mcb University Press Literati Club Award For Excellence For An Article Published In The Journal Of Service Management - 1999
    • Mba Alumni Award For Excellence In Instruction, NUS Business School - 1999
    • Banking Exam, Retail & Corporate Banking, Chamber of Commerce and Industry, Munich, Germany, 1981
    • BBA Hons, Double-Major: Marketing & Accounting, FH Rosenheim, Germany, 1986
    • PhD, Services Marketing, London Business School, UK, 1991
    • Associate Professor of Marketing, National University of Singapore, Jan 2000 - Dec 2002
    • Visiting Fellow of Marketing, National University of Singapore (NUS), Singapore, Oct 1992 - Dec 1993
    • Lecturer of Marketing, National University of Singapore (NUS), Singapore, Jan 1994 - Dec 1997
    • Assistant Professor of Marketing, National University of Singapore (NUS), Singapore, Jan 1998 - Dec 1999
    • Associate Professor of Marketing (with tenure), National University of Singapore (NUS), Singapore, Jan 2003 - Dec 2011
    • Associate Fellow in Executive Education, Said Business School, University of Oxford, Jan 2008 - Jun 2013
    • Professor of Marketing, National University of Singapore (NUS), Singapore, Jan 2012 - current
    • Consultant, Executive Development Programs for TUV SUD PSB Learning Pte Ltd
    • Consultant, Executive Development Programs for Singapore Workforce Development Agency
    • Consultant, Executive Development Programs for Cheung Kong Graduate School of Business
    • Consultant, NUS Strategic Services Marketing Program
    • Consultant, NUS Advanced Management Program
    • Consultant, Stanford-NUS Executive Program
    • Director, Marketing Management Program, NUS, Jan 2000 - Dec 2003
    • Academic Director, Asia-Pacific Executive MBA (APEX-MBA) Program, Jan 2002 - Dec 2004
    • Member, NUS Business School Management Committee, Jan 2006 - Dec 2008
    • Member, NUS Business School Management Committee, Jan 2002 - Dec 2004
    • Member of the Executive Council, NUS Teaching Academy, Jan 2011 - Dec 2012
    • Founding Chair, Teaching Excellence Council at the NUS Business School, Jan 2013 - Dec 2014
    • Chairman, Academic Advisory Board for UP Your Service! College, Jan 2008 - Dec 2014
    • Founding Academic Director, UCLA - NUS Executive MBA Program, Jan 2003 - Dec 2014
    • Fellow, NUS Teaching Academy, NUS think-tank on education matters, Jan 2009 - current
    • Member, Singapore Service Excellence Medallion Management Committee, Jan 2012 - current
    • Member, WDA Service Excellence Skills and Training Council (SESTC), Jan 2013 - Dec 2014
    • Director, Singapore Airlines Engineering Company Senior Executive Program, Jan 2012 - Dec 2014
    • Director, Exel Young Leaders Program, Jan 2003 - Jan 2004
    • Director, Exel Global Business Excellence Program - Delivering Customer Service at a Profit, Jan 2001 - Jan 2006
    • Consultant, KPMG
    • Consultant, Arthur D. Little
    • Consultant, Accenture
    • Consultant, SK Telecom
    • Consultant, Shanghai Post and Telecom
    • Consultant, PCCW-HKT, Hong Kong
    • Consultant, Motorola
    • Consultant, MobileOne
    • Consultant, Nokia
    • Consultant, KPN
    • Consultant, World Bank
    • Consultant, LG Capital
    • Consultant, Kookmin Bank
    • Consultant, Citibank
    • Consultant, Canara Bank
    • Consultant, American Express
    • Consultant, Allianz Re
    • Consultant, Starwood Hotels & Resorts Worldwide
    • Consultant, Singapore Airlines, Singapore
    • Consultant, Princess Cruises
    • Consultant, Carnival Cruises
    • Consultant, SembCorp Logistics
    • Consultant, Exel
    • Consultant, DHL
    • Consultant, UP! Your Service Pte Ltd
    • Consultant, Ron Kaufman Pte Ltd
    • Consultant, Thomson Reuters
    • Consultant, Abacus International
    • Consultant, Louis Vuitton
    • Consultant, Sanofi-Aventis
    • Consultant, Phillips Customer Care Centres
    • Consultant, Philips Healthcare
    • Consultant, Sony
    • Consultant, Microsoft
    • Consultant, Intel
    • Consultant, Hewlett Packard
    • Consultant, Fujitsu
    • Consultant, Ascendas Pte Ltd
    • Consultant, SPRING Singapore, Singapore
    • Consultant, Workforce Development Agency (WDA), Singapore
    • Consultant, Tuas Power, Singapore
    • Consultant, Singapore Tourism Board (STB), Singapore
    • Consultant, National Library Board (NLB), Singapore
    • Consultant, Jurong Town Corporation (JTC), Singapore
    • Consultant, Defence Science and Technology Agency (DSTA), Singapore
    • Consultant, Shell
    • Consultant, Titan Industries
    • Consultant, Tata Consultancy Services (TCS)
    • Consultant, Tata Group
    • Founding/angel investor, Accellion
    • Founding/angel investor, TranscribeMe
    • Founding/angel investor, UP! Your Service
    • BMU5017A & B, Management Practicum (UCLA - NUS Executive MBA)
    • BME5011, Services Marketing (APEX-MBA)
    • BMU5014, Services Management (UCLA - NUS Executive MBA)
    • Member, Association of Consumer Research (1995 - present)
    • Member, American Marketing Association (1992 - present)
    • Member, Academy of Marketing Science (2000 - present)
    • Ad hoc reviewer, Journal of Services Marketing
    • Ad hoc reviewer, Journal of the Academy of Marketing Science
    • Ad hoc reviewer, Journal of Marketing
    • Ad hoc reviewer, Journal of Consumer Research
    • Ad hoc reviewer, Journal of Applied Social Psychology
    • Ad hoc reviewer, European Journal of Marketing
    • Editorial Board Member, Australasian Marketing Journal
    • Editorial Board Member, The Service Industries Journal
    • Editorial Board Member, Service Science
    • Editorial Board Member, Managing Service Quality
    • Editorial Board Member, Journal of Service Research
    • Editorial Board Member, Journal of Service Management
    • Editorial Board Member, Journal of Retailing & Consumer Services
    • Editorial Board Member, Journal of Business Research
    • Editorial Board Member, Cornell Hospitality Quarterly

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