Jochen Wirtz

Vice Dean (Graduate Studies), Professor at Aalto University School of Business

Biography

Aalto University School of Business

Education Qualifications

  • PhD, Services Marketing, London Business School, UK, 1991
  • BBA Hons, Double-Major: Marketing & Accounting, FH Rosenheim, Germany, 1986
  • Banking Exam, Retail & Corporate Banking, Chamber of Commerce and Industry, Munich, Germany, 1981

Research Interest

  • Cost-effective Service Excellence
  • Service Revolution: How To Rapidly Improve The Service Culture And Customer Experience
  • Referral Reward Programs
  • 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

Academic Experience

  • Professor of Marketing, National University of Singapore (NUS), 2012 - current
  • Associate Fellow in Executive Education, Said Business School, University of Oxford, 2008 - 2013
  • Associate Professor of Marketing (with tenure), National University of Singapore (NUS), 2003 - 2011
  • Associate Professor of Marketing, National University of Singapore, 2000 - 2002
  • Assistant Professor of Marketing, National University of Singapore (NUS), 1998 - 1999
  • Lecturer of Marketing, National University of Singapore (NUS), 1994 - 1997
  • Visiting Fellow of Marketing, National University of Singapore (NUS), 1992 - 1993

Corporate Experience

  • Global Faculty, Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University, 2017 - current
  • Member, Service Management Advisory Panel, Civil Service College (CSC) Singapore, 2016 - current
  • Academic Scholar, Cornell Institute for Healthy Futures (CIHF), Cornell University, 2016 - current
  • Member, Singapore Quality Award Management Committee, 2016 - current
  • Member, Singapore Service Excellence Medallion Management Committee, 2012 - current
  • International Fellow, Service Research Centre, Karlstad University, 2011 - current
  • Fellow, NUS Teaching Academy, NUS think-tank on education matters, 2009 - 2015
  • Founding Chair, Teaching Excellence Council at the NUS Business School, 2013 - 2014
  • Member, WDA Service Excellence Skills and Training Council (SESTC), 2013 - 2014
  • Director, Singapore Airlines Engineering Company Senior Executive Program, 2012 - 2014
  • Chairman, Academic Advisory Board for UP Your Service! College, 2008 - 2014
  • Founding Academic Director, UCLA - NUS Executive MBA Program , 2003 - 2014
  • Member of the Executive Council, NUS Teaching Academy, 2011 - 2012
  • Member, NUS Business School Management Committee, 2006 - 2008
  • Director, Exel Global Business Excellence Program - Delivering Customer Service at a Profit, 2001 - 2006
  • Academic Director, Asia-Pacific Executive MBA (APEX-MBA) Program, 2002 - 2004
  • Member, NUS Business School Management Committee, 2002 - 2004
  • Director, Exel Young Leaders Program, 2003 - 2004
  • Director, Marketing Management Program, NUS, 2000 - 2003
  • 2.0 Consulting/Executive Education
  • 2.1 Executive Development Programs, including Stanford-NUS Exec Prog and Advanced Management Prog
  • 2.2 Development and Facilitation of Strategy Retreats for a wide range of organizations
  • 2.3 Tata Group, Tata Consultancy Services, Titan Industries
  • 2.4 Shell
  • 2.5 Defence Science and Technology Agency, Jurong Town Corporation, National Library Board
  • 2.6 Ascendas Pte Ltd
  • 2.7 Philips Healthcare, Phillips Customer Care Centres, Sanofi-Aventis
  • 2.8 Louis Vuitton
  • 2.9 Fujitsu, HP, Intel, Microsoft, Sony
  • 2.10 Abacus International, Thomson Reuters
  • 2.11 Ron Kaufman Pte Ltd, Up Your Service! Pte Ltd`
  • 2.12 DHL, Exel, SembCorp Logistics
  • 2.13 Carnival Cruises, Princess Cruises, Singapore Airlines, Starwood Hotels & Resorts Worldwide
  • 2.14 KPN, Nokia, MobileOne, Motorola, PCCW-HKT, Shanghai Post and Telecom, SK Telecom
  • 2.15 Allianz Re, American Express, Canara Bank, Citibank, Kookmin Bank, LG Capital, World Bank
  • 2.16 Accenture, Arthur D. Little, KPMG
  • 3.0 Founding/Angel Investor
  • 3.1 Accellion
  • 3.2 TranscribeMe
  • 3.3 UP! Your Service

Courses

  • BME5011, Service Management (APEX-MBA)
  • BMU5014, Contemporary Issues in Business – Services Management

Membership & Professional Activities

  • Editorial Board Member , _
  • Australasian Marketing Journal
  • Cornell Hospitality Quarterly
  • Journal of Business Research
  • Journal of Retailing & Consumer Services
  • Journal of Service Management
  • Journal of Services Marketing
  • Journal of Service Research
  • Managing Service Quality
  • Service Science
  • The Service Industries Journal
  • Ad hoc reviewer , _
  • European Journal of Marketing
  • Journal of Applied Social Psychology
  • Journal of Consumer Research
  • Journal of Marketing
  • Journal of the Academy of Marketing Science
  • Member , _
  • Academy of Marketing Science (2000 - present)
  • Association of Consumer Research (1995 - present)
  • American Marketing Association (1992 - present)

Societal Impact

* This site has links to other websites as a convenience to our users. When you follow a link to one of these sites, we do not warrant the accuracy, reliability or timeliness of any information published by these external sites, nor endorses any content, viewpoints, products, or services linked from these systems. Links may become invalid, may expire, or may become misdirected at any time.*

Think Business, Bizblogs - Taking us for a ride: The fallout from VW’s emissions cover-up, 22 October 2015 - An HR strategy for service excellence: Five pointers from SIA, 20 April 2015 - Case study: Behind the Banyan Tree, 25 February 2015 - Effective referral reward programmes in the digital era, 10 June 2014 - Dealing with demanding customers, 8 March 2012


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