Jochen Wirtz is Vice Dean, Graduate Studies, and Professor of Marketing at the National University of Singapore (NUS). Further, he is an international fellow of the Service Research Center at Karlstad University, Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, US, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University, US. Previously, Dr Wirtz was the founding director of the dual degree UCLA – NUS Executive MBA Program, ranked globally #6 in the Financial Times 2016 EMBA rankings (from 2002 to 2017), an Associate Fellow at the Saïd Business School, University of Oxford (from 2008 to 2013), and a founding member of the NUS Teaching Academy, the NUS think-tank on education matters (from 2009 to 2015).

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