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Mary Jo Bitner · Study
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Author
Mary Jo Bitner
48 works
· latest 2023
· 3 institutions
cluster: provisional
ORCID 0009-0008-8000-2626
Works
48 shown
Learning from the pioneering founders of the service research field
Journal of service management
·
2023
·
12 authors
·
Open access
14
citations
Guest Editorial: Responsible Research in Marketing
Journal of the Academy of Marketing Science
·
2021
·
5 authors
·
editorial
·
Open access
45
citations
Activating Consumers for Better Service Coproduction outcomes through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support
Journal of Public Policy & Marketing
·
2015
·
4 authors
65
citations
Profiting From Services and Solutions: What Product-Centric Firms Need to Know
·
2014
·
4 authors
19
citations
Reaching the breaking point: a dynamic process theory of business-to-business customer defection
Journal of the Academy of Marketing Science
·
2014
·
3 authors
64
citations
Service encounters in service marketing research
Edward Elgar Publishing eBooks
·
2014
·
2 authors
·
chapter
56
citations
Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning
Journal of Marketing
·
2013
·
4 authors
321
citations
Decoding Customer–Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth
Journal of Marketing Research
·
2012
·
3 authors
203
citations
Customer positivity and participation in services: an empirical test in a health care context
Journal of the Academy of Marketing Science
·
2012
·
4 authors
·
Open access
311
citations
High Tech and High Touch
Journal of Service Research
·
2012
·
3 authors
334
citations
Services Marketing : Integrating Customer Focus Across The Firm european edition Ed. 2
·
2012
·
3 authors
·
book
97
citations
Services Marketing Strategy
Wiley International Encyclopedia of Marketing
·
2010
·
3 authors
·
other
·
Open access
269
citations
Moving Forward and Making a Difference: Research Priorities for the Science of Service
Journal of Service Research
·
2010
·
8 authors
1,545
citations
Technology’s Impact on the Gaps Model of Service Quality
Service science: research and innovations in the service economy
·
2010
·
3 authors
·
chapter
140
citations
Frontline employee motivation to participate in service innovation implementation
Journal of the Academy of Marketing Science
·
2009
·
4 authors
305
citations
Service Blueprinting: A Practical Technique for Service Innovation
California Management Review
·
2008
·
3 authors
1,195
citations
The service imperative
Business Horizons
·
2008
·
2 authors
186
citations
Services Science Journey: Foundations, Progress, and Challenges
Service science: research and innovations in the service economy
·
2008
·
3 authors
·
chapter
27
citations
Service Customization Through Employee Adaptiveness
Journal of Service Research
·
2005
·
4 authors
426
citations
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
Journal of Marketing
·
2005
·
4 authors
1,740
citations
The influence of technology anxiety on consumer use and experiences with self-service technologies
Journal of Business Research
·
2003
·
4 authors
1,244
citations
Implementing successful self-service technologies
Academy of Management Perspectives
·
2002
·
3 authors
499
citations
Services marketing. 3rd. ed.
·
2002
·
3 authors
200
citations
Service and technology: opportunities and paradoxes
Managing Service Quality
·
2001
·
1 author
185
citations
Self-Service Technologies: What Do Customers Expect?
Marketing management
·
2001
·
2 authors
92
citations
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
Journal of Marketing
·
2000
·
4 authors
2,906
citations
Technology Infusion in Service Encounters
Journal of the Academy of Marketing Science
·
2000
·
3 authors
1,551
citations
Relational Benefits in Services Industries: The Customer's Perspective
Journal of the Academy of Marketing Science
·
1998
·
3 authors
2,347
citations
Customer contributions and roles in service delivery
International Journal of Service Industry Management
·
1997
·
4 authors
·
Open access
968
citations
Services Marketing: Integrating Customer Focus Across the Firm
University of Maribor digital library (University of Maribor)
·
1996
·
3 authors
·
book
·
Open access
3,049
citations
Building Service Relationships: It's all about Promises
Journal of the Academy of Marketing Science
·
1995
·
1 author
1,037
citations
The role of employee effort in satisfaction with service transactions
Journal of Business Research
·
1995
·
2 authors
618
citations
Process factors in service delivery: What employee effort means to customers
Advances in services marketing and management
·
1995
·
2 authors
·
chapter
40
citations
Paradigm Shifts in Business Education: Using Active Learning to Deliver Services Marketing Content
Journal of Marketing Education
·
1994
·
3 authors
127
citations
Critical Service Encounters: The Employee's Viewpoint
Journal of Marketing
·
1994
·
3 authors
1,821
citations
The Internal Service Encounter
International Journal of Service Industry Management
·
1994
·
3 authors
222
citations
The Development and Emergence of Services Marketing Thought
International Journal of Service Industry Management
·
1994
·
3 authors
·
Open access
281
citations
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Sage eBooks
·
1994
·
2 authors
·
chapter
852
citations
Tracking the evolution of the services marketing literature
Journal of Retailing
·
1993
·
3 authors
·
Open access
977
citations
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Journal of Marketing
·
1992
·
1 author
7,267
citations
Mutual Understanding Between Customers and Employees in Service Encounters
ACR North American Advances
·
1991
·
2 authors
96
citations
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Journal of Marketing
·
1990
·
1 author
4,950
citations
Organizational structure of values
Journal of Business Research
·
1990
·
3 authors
78
citations
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Journal of Marketing
·
1990
·
3 authors
4,857
citations
The Elaboration Likelihood Model: Limitations and Extensions in Marketing
ACR North American Advances
·
1985
·
2 authors
105
citations
Marketing Services by Managing the Environment
Cornell Hotel and Restaurant Administration Quarterly
·
1982
·
2 authors
260
citations
Deregulation and the Future of the U.S. Travel Agent Industry
Journal of Travel Research
·
1981
·
2 authors
31
citations
Marketing Strategies and Organizational Structures for Service Firms
·
1981
·
2 authors
763
citations