Services Marketing: People, Technology, Strategy: 9th Edition

by Jochen Wirtz, Christopher Lovelock

Review of the 8th "It is a superbly researched and comprehensive work, witnessed by the extraordinary list of acknowledgements of contributions by global colleagues. It presents a well-developed managerial and global perspective, organization and inclusive content that makes it the exemplar among services marketing texts that should well serve both professional and advanced academic needs. It is the premier services marketing source for university marketing faculty, advanced undergraduate and graduate students, and marketing professionals." - Professor Emeritus Merlin Simpson,Pacific Lutheran University

Services People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.

This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.

Supplementary Material Resources Resources are available to instructors who adopt this textbook for their courses. These (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact sales@wspc.com.
Key
•Full-color visual aids promote learning and organizational frameworks capture essence of individual chapters in one look
•Content thoroughly revised to include real-life industry examples and global case studies supported by academic research
•Supplementary teaching materials complement the textbook to make teaching and assessment easier

Primary market — University students taking the Services Marketing course, generally compulsory for Business and Marketing students, as well as MBA and EMBA students; Secondary market — marketing professionals and practitioners.

684 pages, Paperback

Published October 29, 2021

About the author

Jochen Wirtz is Vice Dean, Graduate Studies, the founding director of the dual degree UCLA – NUS Executive MBA Program (ranked globally #6 in the Financial Times 2016 EMBA rankings), 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, and Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, US. Previously, Dr Wirtz was 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).

Dr Wirtz holds a Ph.D. in services marketing from the London Business School. His research focuses on service marketing and management, and he has published over 200 academic articles, book chapters and industry reports (incl. five features in Harvard Business Review). His over 10 books include Services Marketing – People, Technology, Strategy (World Scientific, 8th edition, 2016), Winning in Service Markets (World Scientific, 2017), and Essentials of Services Marketing (Pearson Education, 3rd edition, 2017). With translations and adaptations for over 26 countries and regions, and combined sales of some 800,000 copies, they have become globally leading services marketing text books. His other books include Flying High in a Competitive Industry: Secrets of the World’s Leading Airline (co-authored with Heracleous and Pangarkar, McGraw Hill, 2009).

In recognition of his excellence in teaching and research, Professor Wirtz has received over 40 awards, including the Academy of Marketing Science (AMS) 2012 Outstanding Marketing Teacher Award (the highest recognition of teaching excellence of AMS globally) and the prestigious, top university-level Outstanding Educator Award at NUS. He also was the winner of the inaugural Outstanding Service Researcher Award 2010 and the Best Practical Implications Award 2009, both awarded by Emerald Group Publications. He serves on the editorial review boards of over ten academic journals, including the Journal of Service Management, Journal of Service Research, Journal of Service Science, Journal of Service Theory & Practice, Service Industries Journal, and Cornell Hospitality Quarterly.

Dr Wirtz has been an active management consultant, working with international consulting firms, including Accenture, Arthur D. Little and KPMG, and major service firms in the areas of service strategy, business development and customer feedback systems. He has been involved in a number of start-ups including in Accellion (www.Accellion.com), AngelLoop (www.AngelLoop.com), TranscribeMe (www.TranscribeMe.com), and Up! Your Service (www.UPYourService.com).

Originally from Germany, Professor Wirtz spent seven years in London before moving to Asia. Today, he shuttles between Asia, the US and Europe.

See LinkedIn, Google Scholar and ResearchGate for further information. For free downloads of his work see www.JochenWirtz.com.

Reviews

[Harinder Hari · Rating 5 out of 5]

Insightful, the best book on services marketing. Includes real-life examples and is written in a very interesting style. It has very useful information for both academicians and practioners