Works by Wirtz, Jochen

Results: 46

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors.

Published in:

Psychology & Marketing, 2023, v. 40, n. 11, p. 2355, doi. 10.1002/mar.21903

By:

Borghi, Matteo;
Mariani, Marcello M.;
Vega, Rodrigo P.;
Wirtz, Jochen

Publication type:

Article

AI in marketing, consumer research and psychology: A systematic literature review and research agenda.

Published in:

Psychology & Marketing, 2022, v. 39, n. 4, p. 755, doi. 10.1002/mar.21619

By:

Mariani, Marcello M.;
Perez‐Vega, Rodrigo;
Wirtz, Jochen

Publication type:

Article

Relational Governance Mechanisms and Uncertainties in Nonownership Services.

Published in:

Psychology & Marketing, 2016, v. 33, n. 4, p. 250, doi. 10.1002/mar.20873

By:

Ndubisi, Nelson Oly;
Ehret, Michael;
Wirtz, Jochen

Publication type:

Article

Corrigendum to 'The Role of Marketing in Digital Business Platforms' [Journal of Interactive Marketing 51 (2020) p. 72–90].

Published in:

Journal of Interactive Marketing, 2021, v. 53, p. 129, doi. 10.1016/j.intmar.2020.09.002

By:

Rangaswamy, Arvind;
Moch, Nicole;
Felten, Claudio;
van Bruggen, Gerrit;
Wieringa, Jaap E.;
Wirtz, Jochen

Publication type:

Article

The Role of Marketing in Digital Business Platforms.

Published in:

Journal of Interactive Marketing, 2020, v. 51, p. 72, doi. 10.1016/j.intmar.2020.04.006

By:

Rangaswamy, Arvind;
Moch, Nicole;
Felten, Claudio;
van Bruggen, Gerrit;
Wieringa, Jaap E.;
Wirtz, Jochen

Publication type:

Article

The seven faces of Singaporeans: A typology of Singapore consumers and their aspirations and....

Published in:

Asia Pacific Journal of Management, 1999, v. 16, n. 2, p. 229, doi. 10.1023/A:1015439025647

By:

Jung Kwon;
Wirtz, Jochen

Publication type:

Article

Development of a service guarantee model.

Published in:

Asia Pacific Journal of Management, 1998, v. 15, n. 1, p. 51, doi. 10.1023/A:1015412825222

By:

Wirtz, Jochen

Publication type:

Article

Winning the Service Game.

Published in:

1997

By:

Wirtz, Jochen

Publication type:

Book Review

The Role of Preconsumption Affect in Postpurchase Evaluation of Services.

Published in:

Psychology & Marketing, 2000, v. 17, n. 7, p. 587, doi. 10.1002/(SICI)1520-6793(200007)17:7<587::AID-MAR2>3.0.CO;2-3

By:

Mattila, Anna;
Wirtz, Jochen

Publication type:

Article

IS THE GLOBAL SERVICE ECONOMY GOOD FOR ASIA? Macro Trends and Their Implications.

Published in:

ASEANAffairs, 2010, v. 4, n. 2, p. 74

By:

Wirtz, Jochen

Publication type:

Article

EMBAs IN SOUTHEAST ASIA.

Published in:

ASEANAffairs, 2009, v. 3, n. 5, p. 74

By:

Wirtz, Jochen

Publication type:

Article

HELP! WHAT CAN SERVICE FIRMS DO WITH EXESS CAPACITY DURING A CRISIS?

Published in:

ASEANAffairs, 2009, v. 3, n. 3, p. 82

By:

Wirtz, Jochen

Publication type:

Article

Asean's Servicescape: A TOURIST ATTRACTION.

Published in:

ASEANAffairs, 2009, v. 3, n. 2, p. 82

By:

Wirtz, Jochen;
Chew, Patricia

Publication type:

Article

SECRETS OF THE WORLD'S LEADING AIRLINE.

Published in:

2009

By:

Wirtz, Jochen

Publication type:

Book Review

SERVICES THE FLAVOUR OF NEW ECONOMY.

Published in:

2008

By:

Wirtz, Jochen

Publication type:

Book Review

Cost-effective service excellence.

Published in:

Journal of the Academy of Marketing Science, 2018, v. 46, n. 1, p. 59, doi. 10.1007/s11747-017-0560-7

By:

Wirtz, Jochen;
Zeithaml, Valarie

Publication type:

Article

Opportunistic customer claiming during service recovery.

Published in:

Journal of the Academy of Marketing Science, 2010, v. 38, n. 5, p. 654, doi. 10.1007/s11747-009-0177-6

By:

Wirtz, Jochen;
McColl-Kennedy, Janet

Publication type:

Article

Consumer online privacy concerns and responses: a power-responsibility equilibrium perspective.

Published in:

Journal of the Academy of Marketing Science, 2007, v. 35, n. 4, p. 572, doi. 10.1007/s11747-006-0003-3

By:

Lwin, May;
Wirtz, Jochen;
Williams, Jerome D.

Publication type:

Article

Consumer Cheating on Service Guarantees.

Published in:

Journal of the Academy of Marketing Science, 2004, v. 32, n. 2, p. 159, doi. 10.1177/0092070303261416

By:

Wirtz, Jochen;
Kum, Doreen

Publication type:

Article

Unlocking value from machines: business models and the industrial internet of things.

Published in:

Journal of Marketing Management, 2017, v. 33, n. 1/2, p. 111, doi. 10.1080/0267257X.2016.1248041

By:

Ehret, Michael;
Wirtz, Jochen

Publication type:

Article

Digital transformation: A multidisciplinary perspective and future research agenda.

Published in:

International Journal of Consumer Studies, 2024, v. 48, n. 2, p. 1, doi. 10.1111/ijcs.13015

By:

Paul, Justin;
Ueno, Akiko;
Dennis, Charles;
Alamanos, Eleftherios;
Curtis, Lucill;
Foroudi, Pantea;
Kacprzak, Agnieszka;
Kunz, Werner H.;
Liu, Jonathan;
Marvi, Reza;
Nair, Sree Lekshmi Sreekumaran;
Ozdemir, Ozlem;
Pantano, Eleonora;
Papadopoulos, Thanos;
Petit, Olivia;
Tyagi, Sapna;
Wirtz, Jochen

Publication type:

Article

Warum Unternehmen sich für KoKonsum entscheiden.

Published in:

Marketing Review St. Gallen, 2015, v. 32, n. 4, p. 24, doi. 10.1007/s11621-015-0551-3

By:

Wittkowski, Kristina;
Benoit, Sabine;
Wirtz, Jochen

Publication type:

Article

Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction.

Published in:

Journal of Service Research, 2024, v. 27, n. 4, p. 525, doi. 10.1177/10946705231194076

By:

Ashtar, Shelly;
Yom-Tov, Galit B.;
Rafaeli, Anat;
Wirtz, Jochen

Publication type:

Article

Corporate Digital Responsibility in Service Firms and Their Ecosystems.

Published in:

2023

By:

Wirtz, Jochen;
Kunz, Werner H.;
Hartley, Nicole;
Tarbit, James

Publication type:

Literature Review

Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers.

Published in:

Journal of Service Research, 2021, v. 24, n. 2, p. 206, doi. 10.1177/1094670520933683

By:

Nazifi, Amin;
Gelbrich, Katja;
Grégoire, Yany;
Koch, Sebastian;
El-Manstrly, Dahlia;
Wirtz, Jochen

Publication type:

Article

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation.

Published in:

Journal of Service Research, 2019, v. 22, n. 3, p. 223, doi. 10.1177/1094670519838623

By:

Glikson, Ella;
Rees, Laura;
Wirtz, Jochen;
Kopelman, Shirli;
Rafaeli, Anat

Publication type:

Article

Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate.

Published in:

Journal of Service Research, 2017, v. 20, n. 4, p. 362, doi. 10.1177/1094670517728339

By:

Jerger, Christina;
Wirtz, Jochen

Publication type:

Article

Consumer Processing of Interior Service Environments: The Interplay Among Visual Complexity, Processing Fluency, and Attractiveness.

Published in:

Journal of Service Research, 2014, v. 17, n. 3, p. 296, doi. 10.1177/1094670514529606

By:

Orth, Ulrich R.;
Wirtz, Jochen

Publication type:

Article

Firms’ Intentions to Use Nonownership Services.

Published in:

Journal of Service Research, 2013, v. 16, n. 2, p. 171, doi. 10.1177/1094670512471997

By:

Wittkowski, Kristina;
Moeller, Sabine;
Wirtz, Jochen

Publication type:

Article

The Role of Metaperception on the Effectiveness of Referral Reward Programs.

Published in:

Journal of Service Research, 2013, v. 16, n. 1, p. 82, doi. 10.1177/1094670512462138

By:

Wirtz, Jochen;
Orsingher, Chiara;
Chew, Patricia;
Tambyah, Siok Kuan

Publication type:

Article

Regulatory Focus Theory, Trust, and Privacy Concern.

Published in:

Journal of Service Research, 2009, v. 12, n. 2, p. 190, doi. 10.1177/1094670509335772

By:

Wirtz, Jochen;
Lwin, May O.

Publication type:

Article

How Effective Are Loyalty Reward Programs in Driving Share of Wallet?

Published in:

Journal of Service Research, 2007, v. 9, n. 4, p. 327, doi. 10.1177/1094670506295853

By:

Wirtz, Jochen;
Mattila, Anna S.;
Lwin, May Oo

Publication type:

Article

The Moderating Role of Familiarity in Fairness Perceptions of Revenue Management Pricing.

Published in:

Journal of Service Research, 2007, v. 9, n. 3, p. 229, doi. 10.1177/1094670506295848

By:

Wirtz, Jochen;
Kimes, Sheryl E.

Publication type:

Article

Has Revenue Management Become Acceptable?

Published in:

Journal of Service Research, 2003, v. 6, n. 2, p. 125, doi. 10.1177/1094670503257038

By:

Kimes, Sheryl E.;
Wirtz, Jochen

Publication type:

Article

An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures.

Published in:

Journal of Service Research, 2003, v. 5, n. 4, p. 345, doi. 10.1177/1094670503005004006

By:

Wirtz, Jochen;
Meng Chung Lee

Publication type:

Article

The Service Revolution Has Arrived and Will Dramatically Change the Service Sector.

Published in:

Effective Executive, 2022, v. 25, n. 1, p. 74

By:

Wirtz, Jochen;
Kunz, Werner;
Paluch, Stefanie

Publication type:

Article

Improving the Power of Switching Intent to Predict Actual Switching Behavior-A Construal Level Theory Perspective.

Published in:

2011

By:

Yu-chen Hung;
Yeung, Catherine;
Wirtz, Jochen

Publication type:

Abstract

Ownership of Co-creation Assets: Driving B2B Value Propositions in the Service Economy.

Published in:

Journal of Creating Value, 2018, v. 4, n. 1, p. 42, doi. 10.1177/2394964318772146

By:

Ehret, Michael;
Wirtz, Jochen

Publication type:

Article

Narratives in entrepreneurial ecosystems: drivers of effectuation versus causation.

Published in:

Small Business Economics, 2022, v. 59, n. 1, p. 211, doi. 10.1007/s11187-021-00531-3

By:

Hubner, Sylvia;
Most, Fabian;
Wirtz, Jochen;
Auer, Christine

Publication type:

Article

Ethical considerations of service organizations in the information age 信息时代服务组织的道德思考.

Published in:

2024

By:

Camilleri, Mark Anthony;
Zhong, Lina;
Rosenbaum, Mark S.;
Wirtz, Jochen

Publication type:

Literature Review

Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence.

Published in:

Service Industries Journal, 2023, v. 43, n. 15/16, p. 1173, doi. 10.1080/02642069.2023.2226596

By:

Wirtz, Jochen;
Hofmeister, Johannes;
Chew, Patricia Y. P.;
Ding, Xin

Publication type:

Article

Managing service employees: literature review, expert opinions, and research directions.

Published in:

Service Industries Journal, 2016, v. 36, n. 15-16, p. 757, doi. 10.1080/02642069.2016.1278432

By:

Wirtz, Jochen;
Jerger, Christina

Publication type:

Article

Division of Labor between Firms: Business Services, Non-Ownership-Value and the Rise of the Service Economy.

Published in:

Service Science, 2010, v. 2, n. 3, p. 136, doi. 10.1287/serv.2.3.136

By:

Ehret, Michael;
Wirtz, Jochen

Publication type:

Article

Revenue Management at Prego Italian Restaurant.

Published in:

Asian Case Research Journal, 2003, v. 7, n. 1, p. 67, doi. 10.1142/S0218927503000318

By:

Kimes, Sheryl E.;
Wirtz, Jochen

Publication type:

Article

Gulfstream Aerospace Corporation — Penetrating Asia's Corporate Jet Market.

Published in:

Asian Case Research Journal, 2001, v. 5, n. 1, p. 97, doi. 10.1142/S0218927501000056

By:

Lwin, May;
Wirtz, Jochen

Publication type:

Article

Psychometric sifting to efficiently select the right service employees.

Published in:

Networks & Spatial Economics, 2014, v. 24, n. 5, p. 1

By:

Bateson, John;
Wirtz, Jochen;
Burke, Eugene;
Vaughan, Carly

Publication type:

Article