Jochen Wirtz is a leading authoritative voice in service marketing and management, delving into the critical factors that drive success in this dynamic field. His extensive academic publications and globally recognized textbooks explore the intricate interplay of people, technology, and strategy within the service context. Wirtz's approach, grounded in rigorous research and practical experience, offers readers invaluable insights for navigating competitive service landscapes. His work is celebrated for its ability to bridge theory and practice, making him an essential guide for professionals and students alike.
Essentials of Services Marketing, 4e, is designed for undergraduate courses and emphasizes the importance of marketing and managing services in today's economy. It introduces key topics, integrating recent academic insights and demonstrating the connections between marketing, operations, IT, and HR in service firms.
Focusing on the art of designing service environments, this book delves into the key dimensions of the servicescape model, emphasizing the physical and experiential aspects that impact customer interactions. As part of the Winning in Service Markets Series, it combines scientific insights with practical applications, making it accessible for both academics and industry professionals. Authored by expert Jochen Wirtz, it highlights best practices and current trends in services marketing and management globally.
An effective service marketing communications strategy hinges on a deep understanding of the service product and its target buyers. Key factors include market segmentation, media exposure, consumer awareness, and attitudes toward the product. This volume, part of the Winning in Service Markets Series by Jochen Wirtz, combines academic research with practical insights, showcasing best practices and emerging trends in services marketing and management globally. It aims to equip both scholars and industry professionals with the tools needed for success in service markets.
Focusing on the essential strategies for acquiring and retaining ideal customers, this book emphasizes the importance of relationship marketing in fostering loyalty. It outlines practical methods for building strong customer relationships and highlights the significance of targeting specific market segments. As the tenth volume in the Winning in Service Markets Series, it combines academic research with real-world applications to provide insights into best practices and current trends in services marketing and management globally.
Focusing on the critical aspect of complaint handling, this volume emphasizes the importance of addressing customer dissatisfaction effectively to foster loyalty. It offers practical and accessible strategies for service recovery, rooted in scientific research. As part of the Winning in Service Markets Series, it connects academic insights with real-world applications, showcasing best practices and current trends in services marketing and management globally. This resource is essential for professionals aiming to enhance service quality and customer retention.
Effective pricing and revenue management are crucial for creating a successful service business model that covers costs and generates profit. This book provides insights into developing strategies that align with the value proposition, ensuring a meaningful value exchange. As the fourth volume in the Winning in Service Markets Series by Jochen Wirtz, it combines academic research with practical applications, showcasing best practices and current trends in services marketing and management globally.
Focusing on the multifaceted nature of service leadership, this book outlines the characteristics of a world-class service organization. It offers a comprehensive assessment tool to evaluate performance across marketing, operations, and human resources. As the 13th volume in the Winning in Service Markets series by Jochen Wirtz, it draws on expert insights to help organizations achieve excellence in service delivery.
Exploring the intricate link between service quality and productivity, this book offers insights into enhancing both to create value for customers and organizations. It provides practical tools, such as customer feedback systems, to improve service delivery. As the 12th volume in the Winning in Service Markets Series by Jochen Wirtz, it combines scientific rigor with accessibility, making it a valuable resource for both academics and industry professionals seeking best practices and current trends in services marketing and management.
Understanding consumer preferences and loyalty is crucial for service providers to effectively differentiate their offerings in a competitive market. This book explores how managers can identify key product features that resonate with customers, enabling them to develop targeted strategies. As part of the Winning in Service Markets Series, it combines academic research with practical insights, showcasing best practices and emerging trends in services marketing and management globally.
Focusing on the intricacies of service product design, this volume explores how to effectively combine core and supplementary services to form a compelling value proposition for target customers. Written by services marketing expert Jochen Wirtz, it is part of the Winning in Service Markets Series, which connects academic research with practical industry insights. The book highlights best practices and contemporary trends in services marketing and management, making it a valuable resource for both scholars and practitioners in the field.