Designing Customer Service Processes

by Jochen Wirtz

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.



Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Services Marketing;Marketing;Consumer Behavior;Positioning Services;Service Process;Service Environment;Service Advantage;Customer Relationships;Managing Relationship and Building Loyalty;Complaint Handling;Service Recovery;Service Excellence;Service Quality and Productivity; Service LeadershipKey
There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners
The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points
The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia

78 pages, Kindle Edition

Published August 30, 2017

About the author

Jochen Wirtz is Vice Dean, Graduate Studies, the founding director of the dual degree UCLA – NUS Executive MBA Program (ranked globally #6 in the Financial Times 2016 EMBA rankings), and Professor of Marketing at the National University of Singapore (NUS). Further, he is an international fellow of the Service Research Center at Karlstad University, Sweden, and Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, US. Previously, Dr Wirtz was 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).

Dr 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 over 200 academic articles, book chapters and industry reports (incl. five features in Harvard Business Review). His over 10 books include Services Marketing – People, Technology, Strategy (World Scientific, 8th edition, 2016), Winning in Service Markets (World Scientific, 2017), and Essentials of Services Marketing (Pearson Education, 3rd edition, 2017). With translations and adaptations for over 26 countries and regions, and combined sales of some 800,000 copies, they have become globally leading services marketing text books. His other books include Flying High in a Competitive Industry: Secrets of the World’s Leading Airline (co-authored with Heracleous and Pangarkar, McGraw Hill, 2009).

In recognition of his excellence in teaching and research, Professor Wirtz has received over 40 awards, including the Academy of Marketing Science (AMS) 2012 Outstanding Marketing Teacher Award (the highest recognition of teaching excellence of AMS globally) and the prestigious, top university-level Outstanding Educator Award at NUS. He also was the winner of the inaugural Outstanding Service Researcher Award 2010 and the Best Practical Implications Award 2009, both awarded by Emerald Group Publications. He serves on the editorial review boards of over ten academic journals, including the Journal of Service Management, Journal of Service Research, Journal of Service Science, Journal of Service Theory & Practice, Service Industries Journal, and Cornell Hospitality Quarterly.

Dr Wirtz has been an active management consultant, working with international consulting firms, including Accenture, Arthur D. Little and KPMG, and major service firms in the areas of service strategy, business development and customer feedback systems. He has been involved in a number of start-ups including in Accellion (www.Accellion.com), AngelLoop (www.AngelLoop.com), TranscribeMe (www.TranscribeMe.com), and Up! Your Service (www.UPYourService.com).

Originally from Germany, Professor Wirtz spent seven years in London before moving to Asia. Today, he shuttles between Asia, the US and Europe.

See LinkedIn, Google Scholar and ResearchGate for further information. For free downloads of his work see www.JochenWirtz.com.