Jochen Wirtz

Researcher, ORCID id # 0000-0002-6297-4498

Jochen Wirtz's AcademicInfluence.com Rankings

Jochen Wirtz

Business

#753

World Rank

#825

Historical Rank

Marketing

#79

World Rank

#79

Historical Rank

Accounting

#126

World Rank

#143

Historical Rank

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Business

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Jochen Wirtz's Published Works

Number of citations in a given year to any of this author's works

Total number of citations to an author for the works they published in a given year. This highlights publication of the most important work(s) by the author

Published Papers

Congruency of Scent and Music As a Driver of In-Store Evaluations and Behavior (2001) (1106)
Services Marketing: People, Technology, Strategy (2000) (923)
Brave new world: service robots in the frontline (2018) (701)
Consumer responses to compensation, speed of recovery and apology after a service failure (2004) (639)
Managing brands and customer engagement in online brand communities (2013) (582)
The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour (2002) (435)
Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm (1999) (422)
The role of store environmental stimulation and social factors on impulse purchasing (2008) (337)
The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences (2000) (324)
Services Marketing (2021) (299)
Consumer online privacy concerns and responses: a power–responsibility equilibrium perspective (2007) (292)
Has Revenue Management become Acceptable? (2003) (262)
Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010) (250)
Essentials of Services Marketing (2008) (250)
How Effective Are Loyalty Reward Programs in Driving Share of Wallet? (2007) (229)
The Moderating Role of Familiarity in Fairness Perceptions of Revenue Management Pricing (2007) (217)
The role of preconsumption affect in postpurchase evaluation of services (2000) (208)
Consumer cheating on service guarantees (2004) (187)
Consumer complaining to firms: the determinants of channel choice (2004) (175)
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps? (2020) (172)
Platforms in the peer-to-peer sharing economy (2019) (172)
Unlocking value from machines: business models and the industrial internet of things (2017) (164)
Opportunistic customer claiming during service recovery (2010) (155)
Regulatory Focus Theory, Trust, and Privacy Concern (2009) (151)
Revenue management: Resolving potential customer conflicts (2003) (147)
Perceived Fairness of Demand-Based Pricing for Restaurants (2002) (142)
The Influence of Materialistic Inclination on Values, Life Satisfaction and Aspirations: An Empirical Analysis (2000) (141)
Cost-effective service excellence (2018) (134)
An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures (2003) (129)
Emotion Display Rules at Work in the Global Service Economy: The Special Case of the Customer (2010) (126)
The impact of knowledge types on the consumer search process (2002) (125)
An experimental investigation of halo effects in satisfaction measures of service attributes (1995) (124)
Consumer Processing of Interior Service Environments (2014) (114)
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors (2007) (108)
Causes and consequences of consumer online privacy concern (2007) (108)
Managing human resources for service excellence and cost effectiveness at Singapore Airlines (2008) (103)
The effects of consumer expertise on evoked set size and service loyalty (2003) (102)
Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement (2003) (100)
Development of a Service Guarantee Model (1998) (96)
Should a firm with a reputation for outstanding service quality offer a service guarantee (2000) (94)
Managing service employees: literature review, expert opinions, and research directions (2016) (92)
The Role of Metaperception on the Effectiveness of Referral Reward Programs (2013) (92)
The Effect of Meal Pace on Customer Satisfaction (2007) (89)
The Role of Marketing in Digital Business Platforms (2020) (89)
Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda (2020) (82)
Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences (2009) (79)
Services Marketing in Asia: Managing People, Technology and Strategy (2001) (76)
Organizational learning from customer feedback received by service employees: A social capital perspective (2010) (75)
Business models: Impact on business markets and opportunities for marketing research (2013) (74)
Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consume (2001) (74)
Perceived fairness of revenue management in the US golf industry (2003) (73)
The strategic role of unused service capacity (1999) (72)
How long should dinner take? Measuring expected meal duration for restaurant revenue management (2002) (72)
Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings (2014) (70)
Global business services: Increasing specialization and integration of the world economy as drivers of economic growth (2015) (67)
Introducing uncertain performance expectations in satisfaction models for services (1999) (65)
Services Marketing: People, Technology, Strategy, 8th Edition (2016) (65)
Division of Labor between Firms: Business Services, Non-Ownership-Value and the Rise of the Service Economy (2010) (65)
Optimizing referral reward programs under impression management considerations (2011) (64)
AI in marketing, consumer research and psychology: A systematic literature review and research agenda (2021) (61)
Service Employee Responses to Angry Customer Complaints (2017) (58)
Arousal expectations and service evaluations (2006) (56)
Firms’ Intentions to Use Nonownership Services (2013) (54)
Institutionalising customer‐driven learning through fully integrated customer feedback systems (2000) (52)
Singapore Airlines' Balancing Act (2010) (52)
The privacy dyad: Antecedents of promotion- and prevention-focused online privacy behaviors and the mediating role of trust and privacy concern (2016) (51)
Singapore Airlines: what it takes to sustain service excellence – a senior management perspective (2003) (46)
Luxury services (2020) (45)
Strategy and organization at Singapore Airlines: Achieving sustainable advantage through dual strategy (2009) (45)
Designing service guarantees – is full satisfaction the best you can guarantee? (2001) (45)
Luxury in the digital age: A multi-actor service encounter perspective (2020) (42)
Biometrics: the next frontier in service excellence, productivity and security in the service sector (2006) (40)
Improving the measurement of customer satisfaction: a test of three methods to reduce halo (2001) (40)
Relational Governance Mechanisms and Uncertainties in Nonownership Services (2016) (38)
The role of marketing in today's enterprises (2014) (37)
Uber: Competing as Market Leader in the US versus Being a Distant Second in China (2016) (37)
The three-stage model of service consumption (2015) (36)
Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability (2015) (32)
Singapore Airlines (2014) (31)
The impact of expected variance in performance on the satisfaction process (2001) (30)
Consumer Behavior in a Service Context (2012) (30)
Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries (2017) (29)
An examination of the presence, magnitude and impact of halo on consumer satisfaction measures (2000) (28)
Cost-Effective Service Excellence: Lessons from Singapore Airlines (2004) (28)
Creative restruction - how business services drive economic evolution (2009) (24)
The Effect of Perceived Control on Consumer Responses to Service Encounter Pace (2012) (24)
Metaverse marketing: How the metaverse will shape the future of consumer research and practice (2022) (24)
Social media brand engagement: dimensions, drivers and consequences (2019) (23)
Shopping experiences in visually complex environments: a self-regulation account (2016) (23)
Artificial Intelligence and Robots in the Service Encounter (2020) (23)
Bridging the data divide between practitioners and academics (2019) (22)
Service Robots and the Future of Services (2020) (21)
SERVICE-BASED BUSINESS MODELS: TRANSFORMING BUSINESSES, INDUSTRIES, AND ECONOMIES (2013) (21)
INVITED PAPER Psychometric sifting to efficiently select the right service employees (2014) (21)
How do innovators stay innovative? A longitudinal case analysis (2018) (20)
When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation (2019) (19)
The enhanced loyalty drivers of customers acquired through referral reward programs (2017) (19)
Flying High in a Competitive Industry: Secrets of the World's Leading Airline (2008) (18)
Complaint Management – The Heart of CRM (2006) (18)
Book Review: Satisfaction: A Behavioral Perspective on the Consumer (1998) (17)
Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence (2020) (17)
Psychological drivers of referral reward program effectiveness (2017) (16)
Flying High in a Competitive Industry: Cost-Effective Service Excellence at Singapore Airlines (2005) (16)
Segmentation of library visitors in Singapore: learning and reading related lifestyles (2003) (16)
Intelligent Automation: Welcome to the World of Hyperautomation - Learn How to Harness Artificial Intelligence to Boost Business & Make Our World More Human (2021) (15)
Service Robots, Agency, and Embarrassing Service Encounters (2021) (15)
“So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023) (15)
Consumer Satisfaction With Services: Integrating Recent Perspectives in Services Marketing With the Traditional Satisfaction Model (1994) (15)
Two-directional convergence of platform and pipeline business models (2020) (15)
Asset-Based Strategies for Capturing Value in the Service Economy (2018) (14)
Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers (2020) (14)
Service robots, agency and embarrassing service encounters (2021) (13)
Revenue Management in Restaurants: Unbundling Pricing for Reservations from the Core Service (2016) (13)
Engaging customers through online and offline referral reward programs (2019) (13)
Service robots: Applying social exchange theory to better understand human–robot interactions (2022) (12)
Kung‐fu service development at Singapore Airlines (2005) (11)
Successful referral behavior in referral reward programs (2019) (11)
Service Products and Productization (2021) (10)
The Seven Faces of Singaporeans: A Typology of Singapore Consumers and Their Aspirations and Life Satisfaction (1999) (9)
When hiring, first test, and then interview: : Interaction (2014) (9)
Customer Satisfaction with Seating Policies in Casual-Dining Restaurants (2007) (9)
Capturing value in the service economy (2017) (8)
An Empirical Study of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures (2001) (8)
Corporate Digital Responsibility in Service Firms and Their Ecosystems (2022) (8)
Sifting to efficiently select the right service employees (2014) (8)
Global perspectives on service (2013) (7)
Creating and capturing value in the service economy: the crucial role of business services in driving innovation and growth (2015) (7)
Cost-effective service excellence in healthcare (2019) (7)
Business Analytics: Concept and Applications (2018) (6)
Narratives in entrepreneurial ecosystems: drivers of effectuation versus causation (2021) (6)
Services marketing in Asia : a case book (2005) (6)
Complaint Handling and Service Recovery (2016) (6)
Revenue Management at Prego Italian Restaurant (2003) (5)
Giordano: positioning for international expansion (2011) (5)
Essentials of: Services Marketing, -3/E (2018) (5)
Ownership of Co-creation Assets: Driving B2B Value Propositions in the Service Economy (2018) (5)
Service Quality And Productivity Management (2017) (4)
Value Creation through Strategic Knowledge Management: The Case of Singapore Airlines (2007) (4)
Viewpoint: Service products, development of service knowledge and our community’s target audience (2020) (4)
Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps? (2020) (4)
Corporate Digital Responsibility at the Dawn of the Digital Service Revolution (2021) (4)
EBOOK : Essentials Of Services Marketing 3rd Edition (2018) (4)
From Entrepot to Nic - Economic and Structural Policy Aspects of Singapore's Development (1998) (3)
The Effects of Incentives, Satisfaction, Tie Strength, and Deal Proneness on Word-Of-Mouth Behavior (2001) (3)
The Banyan Tree: branding the intangible (2011) (3)
Improving Service Quality and Productivity (2016) (3)
Managing People for Service Advantage (2017) (3)
Development of a Conceptual Model on the Impact of Guarantees on Service Firms and Their Customers (1994) (3)
Winning in Service Markets: Success through People, Technology and Strategy (2016) (2)
Commentaries on the Sharing Economy: Advancing New Perspectives (2021) (2)
Putting the “service” into B2B marketing: key developments in service research and their relevance for B2B (2022) (2)
Sharing uncertainty across organizations: service capital and customer engagement for realizing nonownership value (2019) (2)
Corrigendum to ‘The Role of Marketing in Digital Business Platforms’ [Journal of Interactive Marketing 51 (2020) p. 72–90] (2021) (2)
Singapore Airlines: Managing Human Resources for Costeffective Service Excellence (2016) (2)
Viewpoint: cost-effective health care developments and research opportunities in China, India and Singapore (2022) (2)
Understanding Firms’ Intentions to Use Non-ownership Services (2013) (2)
Positioning Services in Competitive Markets (2017) (2)
On great service: A framework for action: Leonard L Berry The Free Press, New York (1995) 292 pp $28 ISBN 0 02 918555 6 (1997) (2)
Balancing Capacity and Demand in Service Operations (2017) (2)
Customer asset management at DHL in Asia (2011) (2)
MARKETING IN SINGAPORE : MACRO TRENDS AND THEIR IMPLICATIONS FOR MARKETING MANAGEMENT FOR 2002 AND THE YEARS BEYOND December 2001 (2009) (2)
The Accra Beach Hotel: block booking of capacity during a peak period (2011) (2)
Developing Service Products and Brands (2017) (2)
Services marketing : people, technology, strategy / Jochen Wirtz, Christopher Lovelock (2016) (2)
Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee? An Experimental Study (2015) (1)
Consumer Cheating on Service Guarantees: an Experimental Study (2001) (1)
Banyan Tree: Designing and Delivering a Branded Service Experience (2016) (1)
Are customer satisfaction measures equally applicable across research contexts, or do we need a more differentiated approach? (1998) (1)
Marketing of Credence Goods: the Impact of Expertise on BuyerS Information Search Strategies (2001) (1)
Services research - a truly global discipline (2006) (1)
The service robot revolution (2022) (1)
Strategic pathways to cost-effective service excellence (2020) (1)
LUX*: Staging a Service Revolution in a Resort Chain (2016) (1)
Understanding Service Consumers (2017) (1)
Managing HR for Service Excellence and Cost Effectiveness at Singapore Airlines (2007) (1)
Building a World-Class Service Organization (2016) (1)
Is Full Satisfaction the Best you can Guarantee? An Experimental Investigation of the Impact of Guarantee Scope on Consumer Perceptions (2015) (1)
Choosing Appropriate Customer Satisfaction Measures - First Steps towards a Normative Framework (2015) (1)
Artificial intelligence empowered conversational agents: A systematic literature review and research agenda (2023) (1)
Digital Luxury Services: Tradition versus Innovation in Luxury Fashion (2021) (1)
Managing Customer Relationships And Building Loyalty (2017) (1)
The Robot and I: The Rise of Hybrid ServiceTeams (2022) (1)
Creating Value through Knowledge Management: The Case of Singapore Airlines (2006) (1)
Fluidity and the customer experience in digital platform ecosystems (2023) (1)
Tourists and AI: A political ideology perspective (2022) (1)
A critical reflection on analytics and artificial intelligence based analytics in hospitality and tourism management research (2023) (1)
Beyond the Proustian Phenomenon: the Effect of Product-Embedded Scent on Memory For Product Information (2009) (1)
Service Marketing Communications (2017) (1)
DEVELOPING CUSTOMER RELATIONSHIPS (2016) (1)
Crafting the Service Environment (2017) (1)
Effectiveness of Customer Referral Reward Programs: The Mediating Role of Metaperception (2017) (1)
Designing Complaint Handling And Service Recovery Strategies (2017) (1)
Consumer Behaviour in Asia (2001) (1)
How to Reduce Consumer Cheating on Service Guarantees? Results from Two Experimental Studies (2015) (1)
Balancing Demand and Capacity (2016) (0)
Service Pricing and Revenue Management (2016) (0)
Special Session: Rise of the Service Robots: Exploring Consumer Acceptance: An Abstract (2019) (0)
Special Session Summary Lifestyle Research, Macro trends and Consumer Behaviour in Asia (1998) (0)
Business services and economic growth (2012) (0)
The broadstripe service guarantee (2013) (0)
Non-ownership Preference in Business-to-Business: Reasons for Leasing (2011) (0)
Virtual Enterprises: Creation of Value in Temporary Network Alliances, (1999) (0)
Improving the MBA Student Education Experience (2015) (0)
The Seven Faces of Singapore - Initial Findings from a Large-scale Representative Life Style Study (2015) (0)
Halo in Consumer Satisfaction: Replication and Extension of an Experimental Study (2015) (0)
The services sector and the rise of entrepreneurship (2016) (0)
Distributing Services Through Physical and Electronic Channels (2016) (0)
Salesforce.com Secrets of Success: Planning Ahead (2012) (0)
Values, attitudes and aspirations of Singaporeans — summary findings from a large-scale lifestyle study (1999) (0)
GULFSTREAM AEROSPACE CORPORATION — PENETRATING ASIA'S CORPORATE JET MARKET (2001) (0)
Special Session Summary Advances in Modeling and Measuring Consumer Satisfaction (1998) (0)
APPLYING THE 4 Ps OF MARKETING TO SERVICES (2016) (0)
Creating and Capturing Value in the Service Economy (2016) (0)
Bouleau & Huntley: Cross-selling Professional Services (2016) (0)
National Library Board Singapore: Delivering Cost-Effective Service Excellence Through Innovation and People (2021) (0)
Metaperception and the Effectiveness of Referral Reward Programs (2012) (0)
Platform versus Pipeline Business Models: Are Airbnb and Marriot Right to Move into Each Other’s Turf? (2021) (0)
Effectuation Across Ecosystems: How Ecosystem Differences Influence Entrepreneurial Actions (2020) (0)
Structural and Economic Aspects of Singapore's Development (in German) (1997) (0)
Managing word of mouth: the referral incentive programme that backfired (2011) (0)
Perceived Performance - A Direct Causal Antecedent of Customer Satisfaction? (2015) (0)
The Royal Dining Membership Program Dilemma (2016) (0)
Designing Service Processes (2016) (0)
Is the role of marketing diminishing? Results from three geographical regions: Asia, Europe and USA (2013) (0)
From Switching Intent to Behavior: A Construal Level Theory Perspective in the Context of Contractual Services (2017) (0)
Cost-effective service excellence in healthcare (2019) (0)
Referral Rewards Programs: A Longitudinal Comparison of Customer Generations (2019) (0)
The Clustering of Asia: A Look of Lifestyle Clusters in Asian Countries (1997) (0)
Creating Value in the Service Economy (2016) (0)
Building a World Class Service Organization (Assessment Tool) (2017) (0)
Global business services: Transforming businesses, industries and economies (2014) (0)
Service enterprise - the contribution of business services to the uncertainty-sharing and the stimulation of enterprising activity (2015) (0)
UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS (2016) (0)
STRIVING FOR SERVICE EXCELLENCE (2016) (0)
From switching intent to actual switching behavior: A construal-level theory perspective: (620972012-254) (2011) (0)
Immersive time (ImT): Conceptualizing time spent in the metaverse (2023) (0)
THE ROLE OF AFFECTIVE EXPECTATIONS IN INFLUENCING CONSUMERS' SATISFACTION EVALUATIONS AND IN-STORE BEHAVIORS October 2001 (2001) (0)
How to Reduce Halo in Attribute-Specific Customer Satisfaction Measures: An Empirical Investigation (2015) (0)
Aggressive consumer claiming behavior in a service recovery context (2005) (0)
Implementing Six Sigma Across Asia: the Citibank Experience (2013) (0)
MANAGING THE CUSTOMER INTERFACE (2016) (0)
Book Review: Winning the Service Game (1997) (0)
Uber's Unintended Burdens (2020) (0)
The Services Marketing Framework (2021) (0)
Cost-effective service excellence (2017) (0)
1 Strategy and Organisation at Singapore 2 Airlines: Achieving Sustainable 3 Advantage Through Dual Strategy (2012) (0)
Designing Customer Service Processes (2017) (0)
Singapore: Macro Trends and their Implications for Consumer Marketing (2015) (0)
Managing Relationships and Building Loyalty (2016) (0)
Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond? (2021) (0)
Marketing in Singapore: An analysis off macro trends (1995) (0)
Cost-Effective Healthcare Developments and Research Opportunities in China , India and Singapore (2022) (0)
Determinants of Membership Marketing Programs (2001) (0)
Conjoint Analysis: an Examination of the Validity of the Self-Explicated Design in the Context of Air Travel (2001) (0)
Pricing Services And Revenue Management (2017) (0)

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What Schools Are Affiliated With Jochen Wirtz?

Jochen Wirtz is affiliated with the following schools:

London Business School

Jochen Wirtz

Jochen Wirtz's Academic­Influence.com Rankings

Why Is Jochen Wirtz Influential?

Jochen Wirtz's Published Works

Published Papers

What Schools Are Affiliated With Jochen Wirtz?

Jochen Wirtz's AcademicInfluence.com Rankings