Mary Jo Bitner

17 catalog papers. Identity-linked publications and additional name matches are distinguished below.

ORCID: 0009-0008-8000-2626

W. P. Carey School of Business at Arizona State University, Tempe, AZ, USA

Publications

• Guest Editorial: Responsible Research in Marketing — Journal of the Academy of Marketing Science 2022
• Reaching the breaking point: a dynamic process theory of business-to-business customer defection — Journal of the Academy of Marketing Science 2015
• Decoding Customer–Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth — Journal of Marketing Research 2013
• Customer positivity and participation in services: an empirical test in a health care context — Journal of the Academy of Marketing Science 2013
• Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning — Journal of Marketing 2013
• Frontline employee motivation to participate in service innovation implementation — Journal of the Academy of Marketing Science 2010
• Frontline employee motivation to participate in service innovation implementation — Journal of the Academy of Marketing Science 2010
• Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies — Journal of Marketing 2005
• Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters — Journal of Marketing 2000
• Technology infusion in service encounters — Journal of the Academy of Marketing Science 2000 (name-matched, not ORCID-linked)
• Relational benefits in services industries: The customer’s perspective — Journal of the Academy of Marketing Science 1998 (name-matched, not ORCID-linked)
• Building service relationships: It’s all about promises — Journal of the Academy of Marketing Science 1995 (name-matched, not ORCID-linked)
• Critical Service Encounters: The Employee's Viewpoint — Journal of Marketing 1994
• Servicescapes: The Impact of Physical Surroundings on Customers and Employees — Journal of Marketing 1992
• Book reviews — Journal of the Academy of Marketing Science 1992
• The Service Encounter: Diagnosing Favorable and Unfavorable Incidents — Journal of Marketing 1990
• Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses — Journal of Marketing 1990