Jochen Wirtz
Biographic Data
| ID | 363783 |
|---|---|
| NAME | Jochen Wirtz |
| GIVEN NAMES | Jochen |
| FAMILY NAME | Wirtz |
| SIGNATURE | WIRTZ J |
| AFFILIATIONS | National University of Singapore |
| ORCID | 0000-0002-6297-4498 |
| VERIFIED | Yes |
| TOTAL WORKS | 12 |
| TOTAL CITATIONS | 67 |
| WORKS AS AUTHOR | 12 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2000 |
| LATEST PUBLICATION YEAR | 2025 |
| H-INDEX | 5 |
In diversity lies opportunity
Purpose Online retailers often recommend complementary products alongside focal products, but little is known about how these recommendations influence consumer perceptions and purchase decisions. This research investigates the effects of complementary product diversity and message framing on purchase intentions for both the focal and the complementary products. Design/methodology/approach Four experiments were conducted to test the proposed hypo…
Metaperception benefits of service robots in uncomfortable service encounters
Uncomfortable service interactions are ubiquitous in tourism and hospitality settings (e.g., returning a dish in a restaurant, ordering room service late at night, and complaining about noisy others in a hotel). Across five experimental studies, we show that service robots reduce consumers' metaperception processing and as a consequence can mitigate customer discomfort. Specifically, we demonstrate that service robots’ perceived low level of mind…
Metaverse marketing
The initial hype and fanfare from the Meta Platforms view of how the metaverse could be brought to life has evolved into an ongoing discussion of not only the metaverse's impact on users and organizations but also the societal and cultural implications of widespread usage. The potential of consumer interaction with brands within the metaverse has engendered significant debate within the marketing‐focused discourse on the key challenges and transf…
Opinion Paper
Transformative artificially intelligent tools, such as ChatGPT, designed to generate sophisticated text indistinguishable from that produced by a human, are applicable across a wide range of contexts. The technology presents opportunities as well as, often ethical and legal, challenges, and has the potential for both positive and negative impacts for organisations, society, and individuals. Offering multi-disciplinary insight into some of these, …
Narratives in entrepreneurial ecosystems
This paper introduces narratives in entrepreneurial ecosystems as drivers of effectuation vs. causation. Drawing on 43 interviews with successful players in Silicon Valley, Munich, and Singapore, we found ecosystem-specific narratives indicate what is common, appropriate, and successful in each ecosystem, and these narratives encourage either effectuation or causation. Our findings indicate that the narratives in the ecosystem in Silicon Valley f…
Service robots
Tourists and AI
Corporate digital responsibility
We propose that digital technologies and related data become increasingly prevalent and that, consequently, ethical concerns arise. Looking at four principal stakeholders, we propose corporate digital responsibility (CDR) as a novel concept. We define CDR as the set of shared values and norms guiding an organization's operations with respect to four main processes related to digital technology and data. These processes are the creation of technol…
Understanding Service Consumers
The privacy dyad
Purpose – The purpose of this paper is to investigate how the business communication-related variables of reputation, communication quality and information sensitivity are mediated by trust and privacy concern to influence the privacy dyad (i.e. promotion- and prevention-focused privacy behaviors). Design/methodology/approach – Regulatory focus theory (RFT) is used to build a framework to examine antecedents of promotion- and prevention-focused p…
Congruency of scent and music as a driver of in-store evaluations and behavior
The Influence of Materialistic Inclination on Values, Life Satisfaction and Aspirations
Service robots
The Influence of Materialistic Inclination on Values, Life Satisfaction and Aspirations
Tourists and AI
Metaperception benefits of service robots in uncomfortable service encounters
Uncomfortable service interactions are ubiquitous in tourism and hospitality settings (e.g., returning a dish in a restaurant, ordering room service late at night, and complaining about noisy others in a hotel). Across five experimental studies, we show that service robots reduce consumers' metaperception processing and as a consequence can mitigate customer discomfort. Specifically, we demonstrate that service robots’ perceived low level of mind…
The privacy dyad
Purpose – The purpose of this paper is to investigate how the business communication-related variables of reputation, communication quality and information sensitivity are mediated by trust and privacy concern to influence the privacy dyad (i.e. promotion- and prevention-focused privacy behaviors). Design/methodology/approach – Regulatory focus theory (RFT) is used to build a framework to examine antecedents of promotion- and prevention-focused p…
The Influence of Materialistic Inclination on Values, Life Satisfaction and Aspirations
Congruency of scent and music as a driver of in-store evaluations and behavior
The privacy dyad
Purpose – The purpose of this paper is to investigate how the business communication-related variables of reputation, communication quality and information sensitivity are mediated by trust and privacy concern to influence the privacy dyad (i.e. promotion- and prevention-focused privacy behaviors). Design/methodology/approach – Regulatory focus theory (RFT) is used to build a framework to examine antecedents of promotion- and prevention-focused p…
Understanding Service Consumers
Corporate digital responsibility
We propose that digital technologies and related data become increasingly prevalent and that, consequently, ethical concerns arise. Looking at four principal stakeholders, we propose corporate digital responsibility (CDR) as a novel concept. We define CDR as the set of shared values and norms guiding an organization's operations with respect to four main processes related to digital technology and data. These processes are the creation of technol…
Narratives in entrepreneurial ecosystems
This paper introduces narratives in entrepreneurial ecosystems as drivers of effectuation vs. causation. Drawing on 43 interviews with successful players in Silicon Valley, Munich, and Singapore, we found ecosystem-specific narratives indicate what is common, appropriate, and successful in each ecosystem, and these narratives encourage either effectuation or causation. Our findings indicate that the narratives in the ecosystem in Silicon Valley f…
Service robots
Tourists and AI
Metaverse marketing
The initial hype and fanfare from the Meta Platforms view of how the metaverse could be brought to life has evolved into an ongoing discussion of not only the metaverse's impact on users and organizations but also the societal and cultural implications of widespread usage. The potential of consumer interaction with brands within the metaverse has engendered significant debate within the marketing‐focused discourse on the key challenges and transf…
Opinion Paper
Transformative artificially intelligent tools, such as ChatGPT, designed to generate sophisticated text indistinguishable from that produced by a human, are applicable across a wide range of contexts. The technology presents opportunities as well as, often ethical and legal, challenges, and has the potential for both positive and negative impacts for organisations, society, and individuals. Offering multi-disciplinary insight into some of these, …
Metaperception benefits of service robots in uncomfortable service encounters
Uncomfortable service interactions are ubiquitous in tourism and hospitality settings (e.g., returning a dish in a restaurant, ordering room service late at night, and complaining about noisy others in a hotel). Across five experimental studies, we show that service robots reduce consumers' metaperception processing and as a consequence can mitigate customer discomfort. Specifically, we demonstrate that service robots’ perceived low level of mind…
In diversity lies opportunity
Purpose Online retailers often recommend complementary products alongside focal products, but little is known about how these recommendations influence consumer perceptions and purchase decisions. This research investigates the effects of complementary product diversity and message framing on purchase intentions for both the focal and the complementary products. Design/methodology/approach Four experiments were conducted to test the proposed hypo…
Business (6 works) · Computer Science (6 works) · Psychology (6 works) · Digital Marketing and Social Media (5 works) · Advertising (4 works) · AI in Service Interactions (4 works) · Social Psychology (4 works) · Social Psychology (4 works) · Sociology (4 works) · Marketing (3 works)