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@EmyRoseBejo-m7v 3 күн бұрын
We struggled to understand what our customers really wanted. Then we tried Loyally AI. It gave us insights into their behaviors and preferences. Now, our loyalty strategies are way more personalized than just points. Engaging with customers in meaningful ways has really boosted their loyalty to us.
@ytakara 27 күн бұрын
Professor, thank you very much for the fascinating video-I really enjoyed watching it! I am part of a small reading group that regularly discusses chapters from your book, Services Marketing. We find your insights incredibly valuable, and I wanted to ask you a question about something you mentioned in the video. In the video, you stated that “a platform like Google does not have a primary network effect.” However, I’ve always felt that Google’s search engine has grown significantly because of primary network effects. My reasoning is that, as the number of users increases, Google can collect more search data. This data is then used to train machine learning models and improve the search algorithm, which raises the quality of search results and enhances user convenience. As a result, more people choose Google as their preferred search engine-wouldn’t that be considered a primary network effect? Additionally, I believe that the primary network effect generated by Google’s core search engine directly fueled the growth of its other services-such as advertising, Google Business Profile, and KZbin-by leveraging the improvements and expanded user base from search. I would greatly appreciate your thoughts on this. Thank you for your time and expertise, and I look forward to hearing from you. Greetings from Japan!
@ProfessorJochenWirtz 27 күн бұрын
So nice to hear from you! And you are right, Google’s ecosystem has many benefits as you correctly point out. However, a tight definition of direct network effects means that you derive more value from the service if others (like your friends, colleagues, I, etc) also use it. However, as it is, you actually don’t care whether I use Google or something else because it doesn’t matter to you. In contrast, for KZbin, it matters as otherwise, we couldn’t connect here now as we do. And if GenAI and some other platform gives you better search results than Google, you can easily switch. However, if there’s a technologically, functionally better video platform than KZbin, it still might not make you switch because your friends and other significant parties you want to be with may not be on the new platform (i.e., it lacks these direct network effects). Does this make sense?
@ytakara 25 күн бұрын
@@ProfessorJochenWirtz Professor, thank you very much for your thoughtful response! Your explanation helped me understand why a search platform like Google cannot strictly be considered to have a primary network effect. At the same time, I do wonder if there might be a data-driven network effect at play, so I plan to look further into the topic of network effects. We were thrilled to receive your reply-and it sparked a lively conversation in our reading group. Next, we will be reading Chapter 4 of Services Marketing. If we have any further questions, we would love to reach out again. Thank you once more for your time and insights!
@trubadurleduc4468 3 ай бұрын
Many thanks
@trubadurleduc4468 4 ай бұрын
Great work Dr. Wirtz, I have suggested students to study your videos in a course on service marketing, Best Regards Michael Le Duc, Mälardalen University, Sweden
@ProfessorJochenWirtz 4 ай бұрын
Dear Michael, thank you, I am delighted the videos resonate so well with you! Do stay in touch! Jochen
@AsifaYounas-b7j 5 ай бұрын
Hi Sir, I'm PhD scholar from Pakistan, I have seen you video and read your prestigious articles also, the model you shared in your paper you use CDR Advocacy for business partner, CDR KPIs for culture, when I start searching these I found no relevant scale to measure these variables, so please guide how we can further use these if we want to work any of these. I'll be grateful. Regards
@ProfessorJochenWirtz 5 ай бұрын
Thank you for your interest in CDR - the best way to find scales and related research is to simply go to Google Scholar and click on the citations - they all pop up, including papers that developed scales (I have seen at least 2 papers doing this). Links: scholar.google.co.in/citations?view_op=view_citation&hl=en&user=-_9L9P0AAAAJ&sortby=pubdate&citation_for_view=-_9L9P0AAAAJ:d3xjRt2Mi1YC and scholar.google.co.in/scholar?oi=bibs&hl=en&cites=16356372435558037597&as_sdt=5
@AsifaYounas-b7j 5 ай бұрын
@@ProfessorJochenWirtz Ok Thank you so much for your kind sharing, I'll check these.
@ProfessorJochenWirtz 6 ай бұрын
We believe that Corporate Digital Responsibility (CDR) is more and more critical as AI becomes omnipresent! My co-authors and I are so thrilled that the community agrees with us and that our article this video is based on won three important awards: 1. Journal of Service Research Best Article Award in 2023 - www.servsig.org/wordpress/2024/07/jsr-best-paper-award-2023/?ServSIG&SERVSIG_News_04_17_COPY_02& 2. The American Marketing Association (AMA) Service Special Interest Group (SERVSIG) Best Service Article in 2023 Finalist Award. It was selected as one of the 3 best service articles published across all journals in 2023. 3. Finalist of the 2024 AMA-EBSCO-RRBM Award for Responsible Research in Marketing. This award is given jointly by the American Marketing Association (AMA) and the Responsible Research for Business and Management (RRBM) Association. Finally, this paper is open access and it can be downloaded from JSR and ResearchGate. The link below also leads to a PPT deck for free use, and supporting materials, including a detailed literature review on ethics, fairness and privacy across various academic disciplines: www.researchgate.net/publication/363487796_Corporate_Digital_Responsibility_in_Service_Firms_and_Their_Ecosystems Enjoy!
@benjaminy. 8 ай бұрын
Hello! Thank you for the wonderful presentation - yes, you're right on the FAQ. I've notice that even if the information made available on the public domain - website. More often that not, we would just open the chat support and ask about my queries - I am referring to technology platform in my example. E.g website builder, and Cloud Platform (Infrastructure).
@devundaragedara 8 ай бұрын
Excellent discussion dear Professor
@lookingaheadoftime 8 ай бұрын
Thank you for the video introduction!
@ProfessorJochenWirtz 8 ай бұрын
See SIA’s latest results - The Edge Singapore | SIA chalks up another record year, but further gains will be tougher www.theedgesingapore.com/views/sector-focus/sia-chalks-another-record-year-further-gains-will-be-tougher
@benjaminy. 9 ай бұрын
Hello! Thank you for making these materials available in the public domain. I wished that I've took up your module if I happened to be in NUS. Greeting from Singapore
@ProfessorJochenWirtz 9 ай бұрын
Benjamin, hope to see you in one of my courses @ NUS then. Also, I do have an online course, too - see video - we run this course a few times a year - kzbin.info/www/bejne/goTTgHxplsSfnbc
@benjaminy. 8 ай бұрын
@@ProfessorJochenWirtz Question: What's the different between attending your online courses and the physical lessons in MSc(Business)/MBA course conducted @ NUS? Would the course content be different? How about marketing A.I and Machine Learning Business Model?
@ProfessorJochenWirtz 8 ай бұрын
@@benjaminy. oh, face-to-face is very dynamic and a highly interactive learning environment. Especially our EMBA and MBA students come from many different companies, functions and geographies. There is no topic in class I touch where some students don’t have first hand experience in they share in the class. I also learn a lot from these discussions. They are priceless!
@danielahidalgo9244 9 ай бұрын
Thank you so much. This is very useful and you explain it so well.
@ProfessorJochenWirtz 9 ай бұрын
Thank you, am happy to know you like it!
@AnilKumar-id9nj 9 ай бұрын
Always a delightful experience boarding into a singapore airlines. The best airlines for sure. Free wifi is the best decision ever. Fly while being connected is important nowadays. More affordable tix always pls 😂
@kk22001 9 ай бұрын
Will be shorting it hard as the financials doesn't make sense.
@ProfessorJochenWirtz 9 ай бұрын
Good for you. Airline stocks historically have done poorly since inception of the industry. Short sellers are brave and keep the market efficient! Thank you.
@benjaminy. 9 ай бұрын
Thank you for sharing the excellent interview.
@ProfessorJochenWirtz 9 ай бұрын
Glad you enjoyed it!
@ProfessorJochenWirtz 9 ай бұрын
We analyzed 30 years of innovation at SIA - for the full article see www.researchgate.net/publication/321361027_How_Do_Innovators_Stay_Innovative_A_Longitudinal_Case_Analysis
@ProfessorJochenWirtz 9 ай бұрын
If you are interested in more videos on SIA and Services Marketing & Management topics, subscribe to my channel - kzbin.info
@clementwong1671 9 ай бұрын
Brilliant
@姚冠男 9 ай бұрын
Very inspiring!
@lovelearningnewthings 10 ай бұрын
Very insightful 👏.
@teresadestefano5979 11 ай бұрын
Very useful and informative ! Thank you.
@dhruvvalera3239 11 ай бұрын
Underrated video, thank you for sharing! I'm glad I clicked from the pile of generic youtube videos!
@bhanudabadi 11 ай бұрын
thank you for the talk, more such tips are expected regularly
@SurendraSharma-no6nx Жыл бұрын
Absolutely perfect sharing regarding platform business models class.
@SurendraSharma-no6nx Жыл бұрын
Thanks dear sir for your valuable time 🙏
@triyogaap.7389 Жыл бұрын
Thank you professor for your insight. What if, I want to evaluate our platform (reserch grant from government body (not bussiness you said in your video)) and then I want to expand the level of the platform. For example I want to accomodate how researcher connected to one and another to create minimum value they can interact and know each other. So, (in simple way) they can share their research (policy/technology) in order to be used/implemented/adopted in another place, etc. Is there any framework/tools/etc. that I can use? Or if you had any of article which are related? I would be interested in your view. Greetings, from Indonesia. :)
@ProfessorJochenWirtz Жыл бұрын
Good to hear from you! Interesting question - perhaps have a look at ResearchGate which offers much of the functionality you seem to have in mind - www.researchgate.net/profile/Jochen-Wirtz. Best wishes, Jochen
@KristieWilder-w4h Жыл бұрын
Thank you for sharing this Dr. Wirth. I’m researching service robots and there is still so little out there, but it’s moving so fast. Everything you are saying makes so much sense. It’s an exciting time!
@ProfessorJochenWirtz Жыл бұрын
Thank you, I am happy this master class resonates with you and makes sense :)
@muskduh Жыл бұрын
Thanks for the video.
@AnastasiiaVologodska Жыл бұрын
Very useful and informative. This helped me to understand the topic!!
@richardliu3442 Жыл бұрын
when chaptgpt came out this year and you watch the 2 years ago video just now. you will believe you should go to nice school
@ProfessorJochenWirtz Жыл бұрын
Absolutely :)
@laxmanpokhrel5153 Жыл бұрын
Your videos are really uplifting. If possible, please prepare videos on your paper of Psychology and Marketing and JBR so that wider audience would be benefited. Happy Learning.
@ProfessorJochenWirtz Жыл бұрын
Thank you, I am delighted that you enjoy my videos and we’ll think about this additional video. All the best!
@RaimundMollenhauer Жыл бұрын
Herzlichen Dank für dieses Beispiel geladene Video!
@ProfessorJochenWirtz Жыл бұрын
Es freut mich, dass es Ihnen gefaellt!
@erphuachoices4930 Жыл бұрын
What of assurance
@ProfessorJochenWirtz Жыл бұрын
See the chapter on service guarantees and also Service recovery. They cover this topic.
@ProfessorJochenWirtz Жыл бұрын
Do join this course together with your team. I promise there will be many eye-opening learnings and exciting action items! . The work load is about 6 hours/week with 1 hour synchronous online sessions. The course runs for 7 weeks and starts in March 2023. Upon successful completion, participants will be awarded a verified digital certificate by NUS Business School. For more information and for applying to the programme, see - executive-education.nus.edu.sg/programmes/service-leadership/
@olympia2soon 2 жыл бұрын
Come across this lecture by professor. Good insights. I am starting a business using a platform model in the Health and Fitness business. Just what I need
@ProfessorJochenWirtz 2 жыл бұрын
I am glad the video helps you with your platform business! Wishing you all the success!
@ProfessorJochenWirtz 2 жыл бұрын
Download the slide deck and the article this video is based on from ResearchGate: www.researchgate.net/publication/363487796_Corporate_Digital_Responsibility_in_Service_Firms_and_Their_Ecosystems
@ImamSalehudin 2 жыл бұрын
Thank you, Prof. Your presentation is very interesting.
@ProfessorJochenWirtz 2 жыл бұрын
For more information and for applying to the programme, see - executive-education.nus.edu.sg/programmes/service-leadership/
@laxmanpokhrel5153 2 жыл бұрын
CDR is remarkable area for future research! I went through your paper as well. Really makes sense.
@ProfessorJochenWirtz 2 жыл бұрын
Dear Laxman, thank you so much for your comment! We just published our latest article on CDR. It can be downloaded including its PPT deck from ResearchGate: www.researchgate.net/publication/363487796_Corporate_Digital_Responsibility_in_Service_Firms_and_Their_Ecosystems
@laxmanpokhrel5153 2 жыл бұрын
@@ProfessorJochenWirtz I am actually fascinated by the application of CDR in marketing (especially in service sector). Now, we need CDR multiple dimensions onal (ethics, fairness and privacy) scale development. I am eager to associate.
@bishwajeetsharma 2 жыл бұрын
THANK YOU VERY MUCH SIR FOR THIS, WELL EXPLAINED BY YOU:) LOVE FROM INDIA.
@ProfessorJochenWirtz 2 жыл бұрын
Thank you, am most happy you enjoyed the video :)
@muskduh 2 жыл бұрын
Thanks for the video
@sharadsankhwar 2 жыл бұрын
GOOD STUFF
@TondaniR 2 жыл бұрын
Very informative 👍🏾
@TondaniR 2 жыл бұрын
Strong in Africa?!?!
@ProfessorJochenWirtz 2 жыл бұрын
of course!
@MaruHieta 2 жыл бұрын
Great content! This video helped me to categorize different parts of services I provide for my clients and how to market it better.
@gauravmohan9271 2 жыл бұрын
Perfect…
@suwalsunil 2 жыл бұрын
Great Case Study! Thank you Prof. Jochen so much for such an insightful presentation.
@Max-be2bt 2 жыл бұрын
i find this rather scary to be honest but it is the way the world is heading.
@wuihenglim8985 2 жыл бұрын
Very detailed. As an ex-SQ crew, i know this is exactly how SQ does it.
@ProfessorJochenWirtz 2 жыл бұрын
Thank you, Singapore Airlines has been a shining example of service excellence for decades! My favorite airline to fly.
@AhmadAlJarah 2 жыл бұрын
Great class! Enjoyed listing to it. Thank you for always inspiring us with your great knowledge, Prof. Wirtz.
@ProfessorJochenWirtz 2 жыл бұрын
Great that you like it! ... and for me it's actually very satisfying to do these videos based on our research :)
@ProfessorJochenWirtz 2 жыл бұрын
If interested in more masterclasses & videos, do subscribe to my KZbin channel - kzbin.info
@دكتورمعاميرعبداللطيف 2 жыл бұрын
good luck
@ProfessorJochenWirtz 2 жыл бұрын
Thank you :)