Jochen Wirtz

'This insightful and practical guidebook is instrumental for success in the Fourth Industrial Revolution.'Klaus SchwabFounder and Executive Chairman of the World Economic Forum 'One of the most important books of our times!'Bernard MarrInternationally bestselling author and strategic business & technology advisorauthor of The Intelligent Company 'An insightful exploration of Intelligent Automation.'Dr Kai-Fu LeeAuthor of New York Times bestseller, AI Superpowers 'Especially helpful are the middle sections, which explain the various technologies on the market, and offer a roadmap for IA transformations. Here, you will learn what these technologies can accomplish - on their own, and combined. The book also recommends leading solution providers on the market, potentially saving you time in vendor selections. Case studies are interspersed throughout, of success stories in industries like banking and retail ... This is a roll-up-your-sleeves primer that anyone can understand. It is broad enough to apply across most Industries and types of organisations, yet specific enough to be of practical use.'The Business Times This book is the first book on the emerging trend of intelligent automation. Also known as hyperautomation, it is a cutting-edge combination of methods and technologies involving people, organizations, machine learning, natural language processing, computer vision, robotic process automation, and more. Accessible for all audiences, this book demonstrates that adopting intelligent automation has now become a condition for business survival. It delves into the technologies leveraged by hyperautomation, new trends relating to the field, and how society and work can be reinvented with intelligent automation.Key Points Covered:What is Intelligent Automation (IA)? What benefits does it unleash for companies, customers and society?How have leading organizations been able to harness the full potential of IA, at scale to generate massive efficiency gains?How can IA save 10+ million lives per year, triple our global budget for education, eliminate hunger, help protect our planet, or increase the resilience of society to pandemics and crises?What you will get from this book:Learn from 100+ IA transformation successes (and failures)Benefit from the largest publicly available library of IA use cases by industry and by business functionGain access to insights garnered from 200+ IA industry expertsRelated Link(s)

'This insightful and practical guidebook is instrumental for success in the Fourth Industrial Revolution.'Klaus SchwabFounder and Executive Chairman of the World Economic Forum 'One of the most important books of our times!'Bernard MarrInternationally bestselling author and strategic business & technology advisorauthor of The Intelligent Company 'An insightful exploration of Intelligent Automation.'Dr Kai-Fu LeeAuthor of New York Times bestseller, AI Superpowers 'Especially helpful are the middle sections, which explain the various technologies on the market, and offer a roadmap for IA transformations. Here, you will learn what these technologies can accomplish - on their own, and combined. The book also recommends leading solution providers on the market, potentially saving you time in vendor selections. Case studies are interspersed throughout, of success stories in industries like banking and retail ... This is a roll-up-your-sleeves primer that anyone can understand. It is broad enough to apply across most Industries and types of organisations, yet specific enough to be of practical use.'The Business Times This book is the first book on the emerging trend of intelligent automation. Also known as hyperautomation, it is a cutting-edge combination of methods and technologies involving people, organizations, machine learning, natural language processing, computer vision, robotic process automation, and more. Accessible for all audiences, this book demonstrates that adopting intelligent automation has now become a condition for business survival. It delves into the technologies leveraged by hyperautomation, new trends relating to the field, and how society and work can be reinvented with intelligent automation.Key Points Covered:What is Intelligent Automation (IA)? What benefits does it unleash for companies, customers and society?How have leading organizations been able to harness the full potential of IA, at scale to generate massive efficiency gains?How can IA save 10+ million lives per year, triple our global budget for education, eliminate hunger, help protect our planet, or increase the resilience of society to pandemics and crises?What you will get from this book:Learn from 100+ IA transformation successes (and failures)Benefit from the largest publicly available library of IA use cases by industry and by business functionGain access to insights garnered from 200+ IA industry expertsRelated Link(s)

This book summarizes the 'rules of the service game' and presents the distilled lessons from three leaders' decades-long experience in consulting, teaching, and research on service, summarizing the 'rules of the game' they have learned. In particular, the authors emphasize that people (customers, employees, and managers) remain a prominent key to success in service, regardless of the level and extent of technology, robotics, and artificial intelligence (AI) involved.Embracing the social psychology of the various stakeholders and the settings in which they interact is critical for the long-term health of service organizations because this is what can yield sustainable competitive advantage. To be effective, service leaders need to understand the complexities of people so that they can create and support appropriate psycho-social contexts in their organizations.This book draws on the interrelated disciplines of social psychology, organizational behavior, and organizational psychology to distill fundamental principles that help inform the effective management of people and their organizational contexts. This book summarizes the most important 'rules of the game' on how to build effective service organizations for people to innovate, design, and co-create value.Rules of the Service Game provides a sharp and concise summary of how to manage a service organization by three thought leaders in this field. It reveals how people are central to the development of services whether those are delivered via technology, personally, or — more likely — a combination of these. This book deals with the organizational and contextual issues that produce the service quality marketing promotes. A central focus of the book is talent management — how to attract, retain, and manage the talent necessary for creating and implementing the wide range of service delivery systems that will be required in the future.

'Agents are (...) bringing about the biggest revolution in computing since we went from typing commands to tapping on icons.'Bill Gates 'AI agents will become the primary way we interact with computers in the future.'Satya Nadella 'The age of agentic AI is here'Jensen Huang This book is a practical, non-technical guide for business leaders, professionals, and curious minds navigating the next frontier of AI.In a world where ChatGPT took us by storm, a far more powerful revolution is now unfolding: AI Agents. Like Jarvis in Iron Man or Samantha in Her, these intelligent systems can execute actions, learn from experience, and orchestrate digital interactions with minimal human supervision. They promise to redefine business and society.However, behind the excitement lies a crucial reality: a significant gap between promise and reality.This comprehensive guide on agentic AI cuts through the hype and offers a clear, jargon-free strategic roadmap to understanding and applying this technology. The authors bring a rare perspective, having implemented agentic AI across diverse organizations — from global enterprises to agile startups — witnessing both remarkable successes and sobering failures.AI agents create what the authors call 'compounding intelligence advantages' — the more they're used, the smarter and more valuable they become, creating an accelerating gap between early adopters and laggards. Hence, those who understand and leverage AI agents today will define the next era of business.

'Agents are (...) bringing about the biggest revolution in computing since we went from typing commands to tapping on icons.'Bill Gates 'AI agents will become the primary way we interact with computers in the future.'Satya Nadella 'The age of agentic AI is here'Jensen Huang This book is a practical, non-technical guide for business leaders, professionals, and curious minds navigating the next frontier of AI.In a world where ChatGPT took us by storm, a far more powerful revolution is now unfolding: AI Agents. Like Jarvis in Iron Man or Samantha in Her, these intelligent systems can execute actions, learn from experience, and orchestrate digital interactions with minimal human supervision. They promise to redefine business and society.However, behind the excitement lies a crucial reality: a significant gap between promise and reality.This comprehensive guide on agentic AI cuts through the hype and offers a clear, jargon-free strategic roadmap to understanding and applying this technology. The authors bring a rare perspective, having implemented agentic AI across diverse organizations -- from global enterprises to agile startups -- witnessing both remarkable successes and sobering failures.The question isn't whether AI agents will transform your industry -- it's how you will lead that change. Every revolution demands foresight and responsibility. This book challenges you to not just adopt agentic AI, but to shape it with purpose and integrity. Through illuminating case studies and hands-on experiments, the authors reveal: A step-by-step method for identifying high-value agentic opportunities and building impactful agents in your business, work, and personal lifeThe secrets behind today's most successful agentic transformations at scale: cutting costs by over 25% while boosting customer satisfaction by over 40%Approaches to seize the new opportunities of the Agent Economy -- new business models, Agentic-driven startups, rapid scaling, and game-changing revenue opportunitiesHands-on guidance to navigate common pitfalls such as workflow integration, error handling, data quality, agent control, and user adoptionThe new mindset and skills required to lead effectively in a world where humans and AI agents need to work seamlessly togetherThe profound impact of agentic AI on society, employment, education, and our personal livesAI agents create what the authors call 'compounding intelligence advantages' -- the more they're used, the smarter and more valuable they become, creating an accelerating gap between early adopters and laggards. Hence, those who understand and leverage AI agents today will define the next era of business.

For undergraduate courses in services marketing. As economies across the world continue to transition toward services, skills in marketing and managing services have never been more important. Essentials of Services Marketing, 4e, captures the reality of today’s world, incorporates recent academic and managerial thinking, and illustrates cutting-edge service concepts. Designed to provide a crisp introduction to key topics in the field, this book places marketing issues within a broader general management context and shows the relationships between the marketing, operations, IT, and human resources functions in service firms.

This collection brings together three insightful titles that guide you through the nuances of effective leadership, the power of intelligent automation, and the importance of people-centric growth strategies.

For undergraduate courses in services marketing. As economies across the world continue to transition toward services, skills in marketing and managing services have never been more important. Essentials of Services Marketing, 4e, captures the reality of today’s world, incorporates recent academic and managerial thinking, and illustrates cutting-edge service concepts. Designed to provide a crisp introduction to key topics in the field, this book places marketing issues within a broader general management context and shows the relationships between the marketing, operations, IT, and human resources functions in service firms.

Services 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.This 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 want to gain a wider managerial view.

Services 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.This 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 want to gain a wider managerial view.

Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.

The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and productivity, and discusses how to use key tools (including customer feedback systems) to achieve this. This book is the 12th 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.

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th 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.

Targeting, acquiring, and retaining the 'right' customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and Building Loyalty describes how to acquire and develop desirable, loyal customers within the chosen segments, and the painstaking process to build and maintain their loyalty through well-conceived relationship marketing strategies. This book is the tenth 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.

Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. Organizations that display this commitment understand the economic payoff from investing in their people. Managing People for Service Advantage will give an insight on how to get HR right in service organizations, and how to get satisfied, loyal, motivated and productive service employees. This book is the ninth 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.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting the Service Environment focuses on the key dimensions of service environments in the servicescape model and not much on its other aspects. This book is the eighth 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.

Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to develop strategies to bring demand and capacity into balance, in ways that create benefits for customers as well as to improve profitability for the business. Balancing Capacity and Demand in Service Operations is the seventh 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.

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.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their attitudes toward it, and how they can easily evaluate the products characteristics prior to purchase, and during and after consumption. Service Marketing Communications is the fifth 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.