Jochen WIRTZ and Ron Kaufman (2017), “Revolutionizing Customer Service – How to Improve a Service Fast”, Harvard Business Review Webinar. (https://hbr.org/webinar/2017/03/revolutionizing-customer-service)

Jochen WIRTZ and Ron Kaufman (2016), “Revolutionizing Customer Service,” Harvard Business Review, 94(4), 26-27. (Featured in Idea Watch section).

Doreen KUM (2016), “Colgate: Regaining Leadership in India's Sensitive Teeth Market,” Ivey Business School, University of Western Ontario, Ivey Publishing.

Doreen KUM (2016) “Vibrance Kegel Device: Capturing Mindshare Ivey Business School, University of Western Ontario, Ivey Publishing.

Camerer, C and Teck Hua HO (2015), “Behavioural Game Theory Experiments and Modeling,” in Handbook of Game Theory with Economic Applications, Elsevier: USA, pp. 517-573.

Rodoula H. Tsiotsou and Jochen WIRTZ (2015), “The Three-Stage Model of Service Consumption,” in Bryson J R and Daniels, P W (eds), The Handbook of Service Business: Management, Marketing, Innovation and Internationalisation, Edward Elgar: UK, pp. 105-128.

Michael, Ehret and Jochen WIRTZ (2015), “Creating and Capturing Value in the Service Economy: The Crucial Role of Business Services in Driving Innovation and Growth,” in Bryson J R and Daniels, P W (eds), The Handbook of Service Business: Management, Marketing, Innovation and Internationalisation, Edward Elgar: UK, pp. 129-145. 

Soo Jiuan TAN, Siok Kuan TAMBYAH and Lynn R Kahle (2014), “Sequential Cross-Sectional Studies of Values in Singapore and the United States,” in Bernd Schmitt and Leonard Lee (eds), The Psychology of the Asian Consumer, Routledge: USA, pp. 103-115.

Siok Kuan TAMBYAH and Soo Jiuan TAN (2014), “Subjective Welbeing in ASEAN,” in Alex C.Michalos (ed), Encyclopedia of Quality of Life and Well-being Research, Springer: USA, pp. 6441-6449.

Soo Jiuan TAN and Siok Kuan TAMBYAH (2014), “Singapore, Quality of Life,” in Alex C.Michalos (ed), Encyclopedia of Quality of Life and Well-being Research, Springer: USA, pp. 5975-5982. 

Siok Kuan TAMBYAH and Soo Jiuan TAN (2013), “Gender and Quality of Life in Singapore,” Elizabeth Eckermann (ed), Gender, Lifespan & QOL: An International Perspective, Springer: London, pp. 229-248.

Soo Jiuan TAN and Siok Kuan TAMBYAH (2013), “Trusting Propensity and Trust in Institutions:  A Comparative Study of 5 ASEAN Nations,” in David Gefen (ed), Psychology of Trust: New Research, Nova Science Publishers Inc: USA, pp. 281-304.

Siok Kuan TAMBYAH and Craig J. Thompson (2013), “Social Branding and the Mythical Reinvention of Ethnic Identity,” in Ayalla A. Ruvio and Russell W. Belk (eds), The Routledge Companion to Identity and Consumption, Routledge: UK, pp. 325-335.

Jochen WIRTZ and Michael Ehret (2013), “Service-based Business Models: Transforming Businesses, Industries and Economies,” in Raymond P. Fisk, Rebekah Russell-Bennett, and Lloyd C. Harris (eds), Serving Customers: Global Services Marketing Perspectives, Tilde University Press: Australia, pp. 28-46.

Jochen WIRTZ (2013), “The Feisty Pioneer of Services Marketing and Management,” in Bo Edvardsson (ed), Legends in Marketing: Christian Groenroos, Service Management, Vol. 2, Sage Publications: London, pp. 172-187. 

Siok Kuan TAMBYAH and Darius Chen (2012), “Cosmopolitans Go Shopping: A Phenomenological Inquiry into How Cosmopolitans Relate to Global and Local Brands,” in Melvin Prince (ed), Consumer Cosmopolitanism in the Age of Globalization, Business Expert Press: USA, pp. 119-140.

Siok Kuan TAMBYAH and Soo Jiuan TAN (2012), “Singapore: A Happy State of Mind?,” in Helaine Selin and Gareth Davey, Happiness Across Cultures: Views of Happiness and Quality of Life in Non-Western Cultures, Springer: London, pp. 121-136.

Loizos Heracleous and Jochen WIRTZ (2012), “Strategy and Organisation at Singapore Airlines: Achieving Sustainable Advantage through Dual Strategy,” in O. Inderwildi and Sir D. King, Energy, Transport, & the Environment, Springer-Verlag: UK, pp. 479-493.

Tsiotsou R and Jochen WIRTZ (2012), “Consumer Behavior in a Service Context,” in V. Wells (ed), Handbook of New Developments in Consumer Behavior, Edward Elgar Publishing: UK, pp. 147-201.