Jochen Wirtz

National University of Singapore

Professor of Marketing

15 Kent Ridge Drive

Singapore, 119245

Singapore

SCHOLARLY PAPERS

8

DOWNLOADS

895

SSRN CITATIONS

3

CROSSREF CITATIONS

0

Ideas:
“  Researches in the areas of services marketing, service management, cost-effective service excellence, AI and service robots.  ”

Scholarly Papers (8)

1.

Corporate Digital Responsibility at the Dawn of the Digital Service Revolution

Number of pages: 59 Posted: 18 Mar 2021
National University of Singapore, University of Queensland, University of Massachusetts, University of Queensland and affiliation not provided to SSRN
Downloads 411 (102,430)
Citation 1

Abstract:

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corporate digital responsibility, artificial intelligence, data, ethics, fairness, privacy

2.

Uber's Unintended Burdens

Uber’s Unitended Burdens”, in: Services Marketing: People, Technology, Strategy, 9th edition by Jochen Wirtz and Christopher Lovelock, New Jersey: World Scientific, Forthcoming
Number of pages: 9 Posted: 06 Jan 2021
Christopher S. Tang and Jochen Wirtz
University of California, Los Angeles (UCLA) - Decisions, Operations, and Technology Management (DOTM) Area and National University of Singapore
Downloads 203 (211,561)

Abstract:

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Uber, Platforms, International Markets

3.

Service Robots, Agency, and Embarrassing Service Encounters

Number of pages: 51 Posted: 24 Jul 2021
University of Portsmouth, National University of Singapore, RWTH Aachen University and University of Massachusetts
Downloads 126 (313,274)

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Service robots, artificial intelligence, agency, embarrassment, service encounter

4.

Service Products and Productization

Number of pages: 43 Posted: 28 Jul 2021
National University of Singapore, affiliation not provided to SSRN, Turku School of Economics, affiliation not provided to SSRN and University of Queensland
Downloads 72 (446,671)

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Service product, productization, productized service, specification, branding, pricing

5.

Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings

Number of pages: 52 Posted: 14 Aug 2014
National University of Singapore, University of Melbourne - Melbourne Business School, China Europe International Business School (CEIBS) and Georgia Institute of Technology - Scheller College of Business
Downloads 50 (532,175)

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Switching behavior, switching intent, construal level theory, marketing-mix.

6.

Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?

Lu, Vinh Nhat, Jochen Wirtz, Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, and Paul Patterson (2020), “Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?” Journal of Service Theory and Practice, forthcoming.
Number of pages: 47 Posted: 18 Mar 2021
The Australian National University, National University of Singapore, University of Massachusetts, RWTH Aachen University, Loughborough University, affiliation not provided to SSRN and affiliation not provided to SSRN
Downloads 33 (620,564)
Citation 2

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service robots, artificial intelligence, AI, literature analysis, customers, service employees

7.

Towards a New Service Reality - Human-Robot Collaboration at the Service Frontline

Bo Edvardsson and Bård Tronvoll (Eds.): Handbook of Service Management (forthcoming)
Posted: 10 Mar 2022
Werner H. Kunz, Stefanie Paluch and Jochen Wirtz
University of Massachusetts, RWTH Aachen University and National University of Singapore

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service robots, AI, service revolution, service frontline, self-service technology

8.

Services Marketing: People, Technology, Strategy, 8th Edition

Jochen Wirtz and Christopher Lovelock (2016), Services Marketing: People, Technology, Strategy, 8th ed., World Scientific, ISBN 9781944659004 (hardcover), 9781944659011(paperback)
Posted: 16 Mar 2016
Jochen Wirtz and Christopher Lovelock
National University of Singapore and Independent

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Services Marketing, Service Management