Essentials of Services Marketing, Global Edition

About Christopher H. LovelockChristopher LovelockJochen WirtzPatricia Chew

Jochen Wirtz is Professor of Marketing at the National University of Singapore (NUS) and an international fellow of the Service Research Center at Karlstad University Sweden. Dr Wirtz holds a Ph.D. in services marketing from the London Business School and has worked in the field of services for over 25 years. Professor Wirtz was the founding director of the dual degree UCLANUS Executive MBA Program (ranked globally #4 in the Financial Times 2015 EMBA rankings and # 3 in the EIU 2015 rankings) from 2002 to 2014 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. Professor Wirtzs research focuses on service marketing and has been published in over 200 academic articles book chapters and industry reports. In recognition of his excellence in teaching and research Professor Wirtz has received over 40 awards including the prestigious Academy of Marketing Science (AMS) 2012 Outstanding Marketing Teacher Award (the highest recognition of teaching excellence of AMS globally) and  the top university-level Outstanding Educator Award at NUS.  The late Christopher Lovelock was one of the pioneers of services marketing. He consulted and gave seminars and workshops for managers around the world with a particular focus on strategic planning in services and managing the customer experience. From 2001 to 2008 he had been an adjunct professor at the Yale School of Management where he taught services marketing in the MBA program. After obtaining a BCom and an MA in economics from the University of Edinburgh he worked in advertising with the London office of J. Walter Thompson Co. and then in corporate planning with Canadian Industries Ltd. in Montreal.  Later he obtained an MBA from Harvard and a PhD from Stanford where he was also a postdoctoral fellow. Professor Lovelocks distinguished academic career included 11 years on the faculty of the Harvard Business School and two years as a visiting professor at IMD in Switzerland.  He has also held faculty appointments at Berkeley Stanford and the Sloan School at MIT as well as visiting professorships at INSEAD in France and The University of Queensland in Australia.