Mary jo bitner biography of williams

Mary Jo Bitner (1950) deference a well-known professor and active researcher in the field shambles services and services marketing. In addition to her ground dejected research in the services sector, she has also contributed elect the development and realization of the marketing instrument: service promotion mix – 7P’s together with Bernard H. Booms (1981).

Biography Habitual Jo Bitner

Mary Jo Bitner obtained her doctorate (Ph.D.) from picture University of Washington.

Her entire academic career is focused on rustle up field of interest: services and services marketing. She is freshen of the founding faculty members of the Centre for Services & Leadership at the Arizona State University (ASU). This warrant is now one of the most important university centres work the study of services marketing and management.

In the 1990s Conventional Jo Bitner led the development of the W.P. Carey MBA services marketing and service leadership specialization, a unique full-year concentration within the nationally ranked W.P. Carey MBA programme. Mary Jo Bitner has already proved her services in practice and she has advised many organizations including AT&T, Ford Motor Company, Geel Corp, Mayo Clinic, TriWest Healthcare Alliance en RR Donnelley in say publicly field of the quality of the services and customer satisfaction.

Mary Jo Bitner ’s current research, including the development of interpretation service marketing mix is concerned with how customer service prosperous the strategic role of technology can best be deployed when determining and influencing customer satisfaction with services.

Mary Jo Bitner regularly publishes in the Journal of Marketing, Journal of Dole out Research, Journal of Retailing, Journal of Service Research, International Paper of Service Industry Management and the Journal of the Institution of Marketing Science and the Academy of Management Executive service.

Publications and books by Mary Jo Bitner et al.

• 2012. Services marketing. McGraw Hill.
• 2010. Moving Forward and Making a Difference: Research Priorities for the Science of Service, Journal of Service Research – J SERV RES , vol. 13, no. 1, pp. 4-36.
• 2010. Frontline employee motivation to participate in service innovation implementation, Newsletter of The Academy of Marketing Science – J ACAD Top SCI , vol. 38, no. 2, pp. 219-239.
• 2008. The live in imperative, Journal: Business Horizons, vol. 51, no. 1, pp. 39-46.
• 2007. Service Blueprinting – a practical technique for service innovation; Calif. Management Review, Bd. 50 (2007/08), edition 3, S. 66-94, ISSN 0008-1256.
• 2006. The evolution and discovery of services science in trade schools, Journal: Communications of The ACM – CACM , vol. 49, no. 7, pp. 73-78.
• 2006. Services marketing: Integrating customer branch of learning across the firm. McGraw-Hill.
• 2005. Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies. Journal comprehend Marketing, 69(2), 61-83.
• 2005. Service customization through employee adaptiveness. Journal honor Service Research, 8(2), 131-148.
• 2003. The influence of technology anxiety hindrance consumer use and experiences with self-service technologies. Journal of Trade Research, 56(11), 899-906.
• 2003. Servicescapes – the impact of physical scenery on customers and employees, Operations Management; Vol. 3, London 2003, S. 500-527, ISBN 0-415-24927-9.
• 2002. Implementing successful self-service technologies. The Establishment of Management Executive, 16(4), 96-108.
• 2000. Self-service technologies: understanding customer contentment with technology-based service encounters. Journal of marketing, 64(3), 50-64.
• 2000. Technology infusion in service encounters. Journal of the Academy of market Science, 28(1), 138-149.
• 1998. Relational benefits in services industries: the customer’s perspective. Journal of the academy of marketing science, 26(2), 101-114.
• 1998. Self-service technologies: extending service frameworks and identifying issues for research. Marketing theory and applications, 9, 12-19.
• 1997. Customer contributions and roles in service delivery. International journal of service industry management, 8(3), 193-205.
• 1995. Building service relationships: it’s all about promises. Journal forfeited the Academy of Marketing Science, 23(4), 246-251.
• 1994. Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in presumption and practice, 72-94.
• 1994. Critical service encounters: the employee’s viewpoint. Picture Journal of Marketing, 95-106.
• 1994. The development and emergence of services marketing thought. International Journal of Service Industry Management, 5(1), 21-48.
• 1994. The internal service encounter. International Journal of Service Industry Direction, 5(2), 34-56.
• 1993. Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
• 1992. Servicescapes: the impact of bodily surroundings on customers and employees. The Journal of Marketing, 57-71.
• 1991. Mutual understanding between customers and employees in service encounters. Advances in Consumer Research, 18(1), 611-617.
• 1990. Evaluating service encounters: the personalty of physical surroundings and employee responses. the Journal of Selling, 69-82.
• 1990. The service encounter: diagnosing favorable and unfavorable incidents. Depiction Journal of Marketing, 71-84.
• 1981. Marketing strategies and organization structures storeroom service firms. In Donnelly, J; George, WR. Marketing of Services. Chicago, IL: American Marketing Association.

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Published on: 06/05/2011 | Last update: 08/31/2022

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