Mary Jo Bitner
Mary Jo Bitner
Professor of Marketing, Arizona State University
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Cited by
Cited by
Services marketing: Integrating customer focus across the firm
VA Zeithaml, MJ Bitner, DD Gremler
McGraw-Hill, 2018
Servicescapes: The impact of physical surroundings on customers and employees
MJ Bitner
Journal of marketing 56 (2), 57-71, 1992
Evaluating service encounters: the effects of physical surroundings and employee responses
MJ Bitner
Journal of marketing 54 (2), 69-82, 1990
The service encounter: diagnosing favorable and unfavorable incidents
MJ Bitner, BH Booms, MS Tetreault
Journal of marketing 54 (1), 71-84, 1990
Self-service technologies: understanding customer satisfaction with technology-based service encounters
ML Meuter, AL Ostrom, RI Roundtree, MJ Bitner
Journal of marketing 64 (3), 50-64, 2000
Relational benefits in services industries: the customer’s perspective
KP Gwinner, DD Gremler, MJ Bitner
Journal of the academy of marketing science 26, 101-114, 1998
Critical service encounters: The employee's viewpoint
MJ Bitner, BH Booms, LA Mohr
Journal of marketing 58 (4), 95-106, 1994
Encounter satisfaction versus overall satisfaction versus quality: The customer's voice
MJ Bitner, AR Hubbert
Service quality: New directions in theory and practice, 72-94, 1994
Technology infusion in service encounters
MJ Bitner, SW Brown, ML Meuter
Journal of the Academy of marketing Science 28 (1), 138-149, 2000
Moving forward and making a difference: research priorities for the science of service
AL Ostrom, MJ Bitner, SW Brown, KA Burkhard, M Goul, V Smith-Daniels, ...
Journal of service research 13 (1), 4-36, 2010
Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies
ML Meuter, MJ Bitner, AL Ostrom, SW Brown
Journal of marketing 69 (2), 61-83, 2005
Building service relationships: It's all about promises
MJ Bitner
Journal of the Academy of marketing science 23 (4), 246-251, 1995
Service blueprinting: a practical technique for service innovation
MJ Bitner, AL Ostrom, FN Morgan
California management review 50 (3), 66-94, 2008
Tracking the evolution of the services marketing literature
RP Fisk, SW Brown, MJ Bitner
Journal of retailing 69 (1), 61-103, 1993
Customer contributions and roles in service delivery
MJ Bitner, WT Faranda, AR Hubbert, VA Zeithaml
International journal of service industry management 8 (3), 193-205, 1997
Marketing de servišos-: a empresa com foco no cliente
VA Zeithaml, MJ Bitner, DD Gremler
Amgh Editora, 2014
The influence of technology anxiety on consumer use and experiences with self-service technologies
ML Meuter, AL Ostrom, MJ Bitner, R Roundtree
Journal of Business Research 56 (11), 899-906, 2003
The role of employee effort in satisfaction with service transactions
LA Mohr, MJ Bitner
Journal of Business research 32 (3), 239-252, 1995
Implementing successful self-service technologies
MJ Bitner, AL Ostrom, ML Meuter
Academy of management perspectives 16 (4), 96-108, 2002
Service customization through employee adaptiveness
KP Gwinner, MJ Bitner, SW Brown, A Kumar
Journal of Service Research 8 (2), 131-148, 2005
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