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Every Thursday a business school professor, an expert in his or her field, will define five key terms. The definitions can be found in the “editors choice” below.

Jochen Wirtz is an associate professor of marketing at the NUS Business School, National University of Singapore, and academic co-director of the UCLA - NUS EMBA programme (Anderson School of Management University of California Los Angeles).

He has a PhD in services marketing from London Business School and his research interests include customer feedback systems, customer satisfaction measurement, pricing of services and revenue management.

He is a management consultant working with Accenture, Arthur D. Little and KPMG, in strategy, business development and service management. Prof Wirtz has also acted as a consultant for companies such as Citibank, Motorola and Sony.

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