Essentials of Services Marketing (2nd Edition)
Dr Jochen Wirtzholds a PhD in services marketing from the London Business School and has been working in the field of services for over 20 years. He is a tenured AssociateProfessor at the National University of Singapore (NUS), where he teaches services marketing in executive, MBA and undergraduate programs. He is also the director of thedual degree UCLA – NUS Executive MBA Program, a member of the executive committee of the NUS Teaching Academy (the NUS think-tank on education matters), an associate fellowof Executive Education at the Saïd Business School, University of Oxford, and an international fellow of the Service Research Center at Karlstad University, Sweden.Dr Wirtz has published widely on services marketing in over 80 academic articles, including the Harvard Business Review, Journal of Consumer Psychology, Journal of Retailing, Journalof Service Management, Journal of Services Marketing, Journal of Service Research, and Journal of the Academy of Marketing Science. He has also published over 100 conferencepapers, 40 book chapters and 10 books. This includes his collaboration with Dr Lovelock in writing one of the world’s leading services marketing text books, “Services Marketing:People, Technology, Strategy, 7th edition” (Prentice Hall, 2011).  Dr Wirtz serves on the editorial review boards of 11 academic journals. These include theJournal of Service Management, Journal of Service Research, and Cornell Hospitality Quarterly. He is also an ad hoc reviewer for the Journal of Consumer Research and Journalof Marketing. Dr Wirtz chaired the American Marketing Association’s biennial Service Research Conference in Singapore. In recognition of his excellence in research andteaching, Dr Wirtz has received over 30 awards. These include the highest NUS accolade for education, the university-wide Outstanding Educator Award, and he was the winner ofthe inaugural Outstanding Service Researcher Award 2010 and the Best Practical Implications Award 2009, both by Emerald Group Publications.Dr Wirtz has been an active Management Consultant, working with international consulting firms, including Accenture, Arthur D Little, and KPMG, as well as major service firms in theareas of strategy, business development and customer feedback systems. Originally from Germany, Dr Wirtz spent seven years in London before moving to Asia.Dr Patricia Chewholds a PhD in services marketing from the National University of Singapore. She is Deputy Head of Business and Head of Area in Marketing at SIMUniversity in Singapore. She is in charge of the designing the business program, and overseeing curriculum development. She also appoints and manages the faculty. Dr Chewteaches a variety of marketing courses at SIM University and has also taught at the National University of Singapore in MBA and BBA programs.Dr Chew’s research focuses on services marketing. She has published several articles and conference papers, particularly on incentivized referrals and word-of-mouth. One of herarticles on incentivized word-of-mouth won the “Emerald Literati Club Award for Excellence” for the “Most Outstanding Paper” of the year in the International Journal of Service IndustryManagement. Dr Chew has consulted on services marketing-related projects for companies like LG Capital, National Library Board in Singapore and SK Telecom.The lateDr Christopher Lovelockwas one of the pioneers of services marketing. Widely acknowledged as a thought leader in services, he was honored by the American MarketingAssociation’s prestigious Award for Career Contributions in the Services Discipline. In 2005, his article with Evert Gummesson, “Whither Services Marketing? In Search of a NewParadigm and Fresh Perspectives” won the American Marketing Association’s Best Services Article Award. He was a finalist for the IBM award for the best article in the Journal ofService Research. Earlier, he received a best article award from the Journal of Marketing. Recognized many times for excellence in case writing, he had twice won top honors in theBusiness Week “European Case of the Year” Award. Dr Lovelock consulted and gave seminars and workshops for managers around the world.His particular focuses were on strategic planning in services and managing the customer experience. His distinguished academic career included serving 11 years on the faculty ofHarvard Business School, and two years as a visiting professor in Switzerland’s IMD. He has also held faculty appointments at Berkeley, Stanford and the Sloan School at MIT, aswell as visiting professorships at INSEAD in France and The University of Queensland in Australia. Professor Lovelock was the author or co-author of over 60 articles, more than 100 teachingcases, and 26 books. His work has been translated into 12 languages. He served on the editorial review boards of the International Journal of Service Industry Management,Journal of Service Research, Service Industries Journal, Cornell Hotel and Restaurant Administration Quarterly, and Marketing Management. He was also an ad hoc reviewer forthe Journal of Marketing.