# Jochen Wirtz

**Type:** Researchers  
**Canonical URL:** https://scholariq.org/researchers/jochen-wirtz/

## Facts

| Field | Value |
| --- | --- |
| Citations | 26,749 |
| Field | Customer Service Quality and Loyalty |
| h-index | 73 |
| i10-index | 160 |
| Last Known Institution | National University of Singapore |
| OpenAlex ID | https://openalex.org/A5064998398 |
| ORCID iD | 0000-0002-6297-4498 |
| Works | 363 |

## Researcher papers

Showing 12 of 15.

- [Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy](https://scholariq.org/papers/opinion-paper-so-what-if-chatgpt-wrote-it-multidisciplinary-perspectives-on/)
- [Brave new world: service robots in the frontline](https://scholariq.org/papers/brave-new-world-service-robots-in-the-frontline/)
- [Congruency of scent and music as a driver of in-store evaluations and behavior](https://scholariq.org/papers/congruency-of-scent-and-music-as-a-driver-of-in-store-evaluations-and-behavior/)
- [Services Marketing: People, Technology, Strategy](https://scholariq.org/papers/services-marketing-people-technology-strategy/)
- [Metaverse marketing: How the metaverse will shape the future of consumer research and practice](https://scholariq.org/papers/metaverse-marketing-how-the-metaverse-will-shape-the-future-of-consumer-research/)
- [Consumer responses to compensation, speed of recovery and apology after a service failure](https://scholariq.org/papers/consumer-responses-to-compensation-speed-of-recovery-and-apology-after-a-service/)
- [Managing brands and customer engagement in online brand communities](https://scholariq.org/papers/managing-brands-and-customer-engagement-in-online-brand-communities/)
- [AI in marketing, consumer research and psychology: A systematic literature review and research agenda](https://scholariq.org/papers/ai-in-marketing-consumer-research-and-psychology-a-systematic-literature-review/)
- [Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?](https://scholariq.org/papers/service-robots-customers-and-service-employees-what-can-we-learn-from-the/)
- [Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda](https://scholariq.org/papers/artificial-intelligence-in-marketing-topic-modeling-scientometric-analysis-and/)
- [Consumer online privacy concerns and responses: a power–responsibility equilibrium perspective](https://scholariq.org/papers/consumer-online-privacy-concerns-and-responses-a-power-responsibility/)
- [Regulatory Focus Theory, Trust, and Privacy Concern](https://scholariq.org/papers/regulatory-focus-theory-trust-and-privacy-concern/)

## Researcher topics

- [Customer Service Quality and Loyalty](https://scholariq.org/topics/customer-service-quality-and-loyalty/)
- [Service and Product Innovation](https://scholariq.org/topics/service-and-product-innovation/)
- [Digital Marketing and Social Media](https://scholariq.org/topics/digital-marketing-and-social-media/)
- [Consumer Retail Behavior Studies](https://scholariq.org/topics/consumer-retail-behavior-studies/)
- [Consumer Behavior in Brand Consumption and Identification](https://scholariq.org/topics/consumer-behavior-in-brand-consumption-and-identification/)

## Researcher university

- [National University of Singapore](https://scholariq.org/institutions/national-university-of-singapore/)

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Source: ScholarIQ — public research metadata, principally OpenAlex. See https://scholariq.org/sources/ for provenance and https://scholariq.org/methodology/ for what these figures mean.