Essentials of Services Marketing, Global Edition

JochenWirtz is Vice Dean MBA Programmes and Professor of Marketing at theNational University of Singapore (NUS). He is also an international fellow ofthe Service Research Center at Karlstad University, Sweden, an Academic Scholarat the Cornell Institute for Healthy Futures (CIHF) at Cornell University, USA,and a Global Faculty of the Center for Services Leadership (CSL) at ArizonaState University, USA.Previously,Professor Wirtz was the founding director of the dual degree UCLA NUSExecutive MBA Program from 2002 to 2014, an Associate Fellow at the Sa?dBusiness School, University of Oxford from 2008 to 2013, and a founding memberof the NUS Teaching Academy (the NUS think-tank on education matters) from 2009to 2015.Professor Wirtz holds a Ph.D. inservices marketing from the London Business School and has worked in the fieldof services for over 25 years. His research focuses on service marketing andhas been published in over 300 academic articles, book chapters and industryreports. He is an author of over 20 books, including Essentials of Services Marketing and Services MarketingPeople,Technology, Strategy (World Scientific, 9th edition, 2022), which havebecome two of the worlds leading services marketing textbook that has beentranslated and adapted for over 26 countries and regions, and with combinedsales of some 1 million copies. Intelligent Automation: Learn How to HarnessArtificial Intelligence to Boost Business & Make Our World More Human(2021), and Winning in Service Markets(World Scientific, 2017).In recognition of his excellencein teaching and research, Professor Wirtz has received over 50 awards,including the prestigious Christopher Lovelock Career Contributions to theServices Discipline Award in 2019 (the highest recognition of the AmericanMarketing Association (AMA) service community), the Academy of MarketingScience (AMS) 2012 Outstanding Marketing Teacher Award (the highest recognitionof teaching excellence of AMS globally) and the top university-level Outstanding Educator Award at NUS. He also was the winner of the inauguralOutstanding Service Researcher Award 2010 and the Best Practical ImplicationsAward 2009, both by Emerald Group Publications. He serves on the editorial review boards of over ten academic journals,including the Journal of Service Management, Journal of Service Research, andCornell Hospitality Quarterly, and is also an ad hoc reviewer for the Journal of the Academy of Marketing Scienceand Journal of Marketing. Professor Wirtz hosted the American MarketingAssociations Frontiers in Services Conference in 2019 and the SERVSIGConference in 2005. ProfessorWirtz was a banker and took the banking exam at Chamber of Commerce andIndustry in Munich. He has since been an active management consultant, workingwith international consulting firms, including Accenture, Arthur D. Little andKPMG, and major service firms in the areas of strategy, business developmentand customer feedback systems. He has been involved in a number of start-upsincluding Dataswift (www.dataswift.io)and TranscribeMe (TranscribeMe.com).