Jacques Horovitz is Professor of Professor of Service Strategy, Service Marketing & Service Management at IMD, Lausanne. He has previously served as Executive Vice President marketing and sales for Club Med North America; as Managing Director - Marketing and International - for the GrandVision group, a listed retail speciality store chain with 800 stores in 15 countries in Europe; and as coach to the Executive Committee of Disneyland Paris, during its turnaround, as well as head of quality and training. He is currently CEO of a hotel chain he created nine years ago.
Jacques has advised the CEOs of more than 100 companies throughout Europe on service, having founded, developed and managed a pan-European consulting company with offices in seven countries and 50 consultants. His assignments have been in a wide variety of sectors including leisure, tourism, transportation, financial services, industrial equipment, office automation, retailing, pharmaceuticals, automobile, hospitality, telecom.
He has researched and published widely on service strategies and service quality, relationship marketing and customer bonding. His publications include the international best-seller Quality of Service (InterEditions, 1987), Total Customer Satisfaction (FT/Pitman, 1992) and Service Strategy (FTPH, 2nd edn 2004).