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

About the Author\nJochen Wirtz is Vice Dean MBA Programmes and Professor of Marketing at the National University of Singapore (NUS). He is also an international fellow of the Service Research Center at Karlstad University in Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University. Previously, Dr Wirtz was an Associate Fellow at the Saïd Business School, University of Oxford (2008 to 2013), a founding member of the NUS Teaching Academy, the NUS think-tank on education matters (2009 to 2015) and the founding director of the dual degree UCLA — NUS Executive MBA Program (2002 to 2017).\nDr 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 more than 200 academic articles, book chapters and industry reports (incl. six features in Harvard Business Review). His many books include Services Marketing — People, Technology, Strategy (8th edition, 2016) and Essentials of Services Marketing (3rd edition, 2017). With translations and adaptations for over 26 countries and regions, and combined sales of some 900,000 copies, they have become globally leading services marketing text books. His other books include Intelligent Automation: Learn How to Harness Artificial Intelligence to Boost Business & Make Our World More Human (2021), and Winning in Service Markets (2017).\nDr Wirtz has been an active management consultant, working with international consulting firms, including Accenture, Arthur D. Little and KPMG, and major service firms around the world. He has been involved in a number of start-ups including in Accellion (Accellion.com), TranscribeMe (TranscribeMe.com), and Uplifting Service (UpliftingService.com).\nFollow Professor Wirtz on LinkedIn (https://www.linkedin.com/in/jochenwirtz), Google Scholar, ResearchGate, Twitter, YouTube, and Facebook. For free downloads of his work see ResearchGate.\nThe 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.\nProfessor Lovelock's 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.\nReview of the 8th Edition:
"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\nServices Marketing: 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.\nThis 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 wa