32:57
Master Class: GenAI Meets Service Robots
01:02:48
In Conversation with Professor Jochen Wirtz
31:42
Singapore Airlines - Interview with CEO Goh Choon Phong
20:43
1 Million Copies - How to Write Textbooks & Why
21:18
Tips for Junior Academics on How to Get Tenure
01:04:19
Master Class: The Service Revolution & Its Implications for Strategy
21:49
Master Class: Corporate Digital Responsibility (CDR)
28:01
Master Class: Intelligent Automation, AI & Service Robots
22:10
The Future of MBA Education & the "Ivy League" of Asian Business Schools
02:56
NEW Online Course - Transforming Customer Experience: Strategies for Service Industry
30:25
Master Class: How to Improve a Service Culture Fast
28:16
Master Class: Improving Service Quality
01:01:09
Master Class: Service Quality - The Gaps Model & Diagnosing Quality Shortfalls
51:19
Master Class: Managing Customer Loyalty
19:21
Master Class: B2B Service Transformation: How to Move from Products to Solutions
25:36
Master Class: Service Robots & AI
10:42
Can You Think of 3 Global Service Brands?
04:05
Corporate Digital Responsibility
21:17
Master Class: Platform Business Models
08:04
Three Strategic Pathways to Cost-Effective Service Excellence
09:09
Introduction to Jochen Wirtz & the Past, Present & Future of Services Marketing
10:26
Robotics, AI & Process Automation – The Future of Service
09:04
Driving Service Culture – The Role of Top Management
15:15
Cost-Effective Service Excellence
15:25
Strategic Service Recovery
13:30
Customer Feedback Systems
14:33
Building Customer Loyalty
17:47
Moving up the Value Chain - From Products to Solutions
09:54
Capturing Value in the Service Economy & Competitive Advantage
05:55
Introducing Professor Jochen Wirtz
06:09
Singapore Airlines: Transforming the Airline
11:10
Singapore Airlines: Delivering Cost-Effective Service Excellence - Part 2
12:42
Singapore Airlines: Delivering Cost-Effective Service Excellence - Part 1
02:41
LUX: TripAdvisor
04:04
LUX: Four Pronged Approach to Driving a Service Revolution
05:28
LUX: Service Revolution Main Interview
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About
Jochen Wirtz is Vice Dean MBA Programmes and Professor of Marketing at the NUS Business School, National University of Singapore. Dr Wirtz has published over 200 academic articles, book chapters and industry reports, including 6 features in Harvard Business Review. His over 10 books include Services Marketing: People, Technology, Strategy (9th edition, 2022), Essentials in Services Marketing (4th edition, 2023), and Intelligent Automation: Welcome to the World of Hyperautomation (2021). For free downloads of his recent work and selected book chapters see www.researchgate.net/profile/Jochen_Wirtz and follow his work on LinkedIn (www.linkedin.com/in/jochenwirtz)
7 February 2014
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