Jochen Wirtz
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Journal Articles

Guest editorial: Service transformation: key forces, challenges and implications

Janet McColl-Kennedy, Jochen Wirtz, Christoph Breidbach
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (4): 561–565.
https://doi.org/10.1108/JOSM-07-2026-618
Published: 03 July 2026
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Journal Articles

Conscious artificial intelligence in service

Christoph Breidbach, Lars-Erik Casper Ferm, Paul P. Maglio, Daniel Beverungen, Jochen Wirtz, Alexander Twigg
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (4): 597–621.
https://doi.org/10.1108/JOSM-12-2024-0536
Published: 20 October 2025
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Journal Articles

Service recovery by AI or human agents: Do failure and strategy context matter?

Andreas Fürst, Leonie Trißler, Robin Friedrich, Jochen Wirtz
Journal: Journal of Service Management
Journal of Service Management (2025) 36 (3): 390–418.
https://doi.org/10.1108/JOSM-04-2024-0190
Published: 13 May 2025
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Includes: Supplementary data
Journal Articles

The healthy aging and service firms: the promise of smart technologies

Jochen Wirtz, John E. G. Bateson, Martina Čaić, Darius-Aurel Frank, Nina Veflen
Journal: Journal of Service Management
Journal of Service Management (2025)
https://doi.org/10.1108/JOSM-10-2024-0426
Published: 08 May 2025
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Journal Articles

AI concierge in the customer journey: what is it and how can it add value to the customer?

Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas A. Smith, Roya Sadat Alavipour, Chunhao(Victor) Wei, Jochen Wirtz
Journal: Journal of Service Management
Journal of Service Management (2024) 35 (6): 136–158.
https://doi.org/10.1108/JOSM-12-2023-0523
Published: 02 May 2024
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Journal Articles

Digital service innovation in B2B markets

Christian Kowalkowski, Jochen Wirtz, Michael Ehret
Journal: Journal of Service Management
Journal of Service Management (2024) 35 (2): 280–305.
https://doi.org/10.1108/JOSM-12-2022-0403
Published: 26 December 2023
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Journal Articles

Service robots, agency and embarrassing service encounters

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz
Journal: Journal of Service Management
Journal of Service Management (2022) 33 (2): 389–414.
https://doi.org/10.1108/JOSM-12-2020-0435
Published: 05 October 2021
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Journal Articles

Luxury services

Jochen Wirtz, Jonas Holmqvist, Martin P. Fritze
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (4): 665–691.
https://doi.org/10.1108/JOSM-11-2019-0342
Published: 30 June 2020
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Journal Articles

Two-directional convergence of platform and pipeline business models

Makarand Mody, Jochen Wirtz, Kevin Kam Fung So, Helen HaeEun Chun, Stephanie Q. Liu
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (4): 693–721.
https://doi.org/10.1108/JOSM-11-2019-0351
Published: 08 May 2020
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Journal Articles

Bridging the data divide between practitioners and academics: Approaches to collaborating better to leverage each other’s resources

Sabine Benoit, Sonja Klose, Jochen Wirtz, Tor Wallin Andreassen, Timothy L. Keiningham
Journal: Journal of Service Management
Journal of Service Management (2019) 30 (5): 524–548.
https://doi.org/10.1108/JOSM-05-2019-0158
Published: 30 October 2019
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Journal Articles

Platforms in the peer-to-peer sharing economy

Jochen Wirtz, Kevin Kam Fung So, Makarand Amrish Mody, Stephanie Q. Liu, HaeEun Helen Chun
Journal: Journal of Service Management
Journal of Service Management (2019) 30 (4): 452–483.
https://doi.org/10.1108/JOSM-11-2018-0369
Published: 12 September 2019
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Journal Articles

Brave new world: service robots in the frontline

Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (5): 907–931.
https://doi.org/10.1108/JOSM-04-2018-0119
Published: 26 September 2018
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Journal Articles

Successful referral behavior in referral reward programs

Jochen Wirtz, Chris Tang, Dominik Georgi
Journal: Journal of Service Management
Journal of Service Management (2019) 30 (1): 48–74.
https://doi.org/10.1108/JOSM-04-2018-0111
Published: 20 September 2018
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Journal Articles

Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries

Mahesh Subramony, Karen Ehrhart, Markus Groth, Brooks C. Holtom, Danielle D. van Jaarsveld, Dana Yagil, Tiffany Darabi, David Walker, David E. Bowen, Raymond P. Fisk, Christian Grönroos, Jochen Wirtz
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (5): 837–865.
https://doi.org/10.1108/JOSM-02-2017-0055
Published: 03 October 2017
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Journal Articles

The enhanced loyalty drivers of customers acquired through referral reward programs

B. Ramaseshan, Jochen Wirtz, Dominik Georgi
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (4): 687–706.
https://doi.org/10.1108/JOSM-07-2016-0190
Published: 21 August 2017
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Journal Articles

Shopping experiences in visually complex environments: a self-regulation account

Ulrich R. Orth, Jochen Wirtz, Amelia McKinney
Journal: Journal of Service Management
Journal of Service Management (2016) 27 (2): 194–217.
https://doi.org/10.1108/JOSM-10-2014-0268
Published: 18 April 2016
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Journal Articles

Global business services: Increasing specialization and integration of the world economy as drivers of economic growth

Jochen Wirtz, Sven Tuzovic, Michael Ehret
Journal: Journal of Service Management
Journal of Service Management (2015) 26 (4): 565–587.
https://doi.org/10.1108/JOSM-01-2015-0024
Published: 17 August 2015
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Journal Articles

The role of marketing in today's enterprises

Jochen Wirtz, Sven Tuzovic, Volker G. Kuppelwieser
Journal: Journal of Service Management
Journal of Service Management (2014) 25 (2): 171–194.
https://doi.org/10.1108/JOSM-01-2014-0037
Published: 14 April 2014
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Journal Articles

Managing brands and customer engagement in online brand communities

Jochen Wirtz, Anouk den Ambtman, Josée Bloemer, Csilla Horváth, B. Ramaseshan, Joris van de Klundert, Zeynep Gurhan Canli, Jay Kandampully
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (3): 223–244.
https://doi.org/10.1108/09564231311326978
Published: 14 June 2013
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Journal Articles

Emotion display rules at work in the global service economy: the special case of the customer

Alicia Grandey, Anat Rafaeli, Shy Ravid, Jochen Wirtz, Dirk D. Steiner
Journal: Journal of Service Management
Journal of Service Management (2010) 21 (3): 388–412.
https://doi.org/10.1108/09564231011050805
Published: 22 June 2010
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