Search Results - "Bitner, Mary Jo"

Service Blueprinting: A Practical Technique for Service Innovation by Bitner, Mary Jo, Ostrom, Amy L., Morgan, Felicia N.

“…With the global focus on service-led growth has come increased need for practical techniques for service innovation. Services are fluid, dynamic, experiential,…”
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Customer positivity and participation in services: an empirical test in a health care context by Gallan, Andrew S., Jarvis, Cheryl Burke, Brown, Stephen W., Bitner, Mary Jo

“…Many service interactions require customers to actively participate, yet customers often do not participate at levels that optimize their outcomes,…”
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Decoding Customer–Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth by MENDE, MARTIN, BOLTON, RUTH N., BITNER, MARY JO

“…Many firms strive to create relationships with customers, but not all customers are motivated to build close commercial relationships. This article introduces…”
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Frontline employee motivation to participate in service innovation implementation by Cadwallader, Susan, Jarvis, Cheryl Burke, Bitner, Mary Jo, Ostrom, Amy L.

“…Companies today face the challenge not only of designing innovative customer-focused service strategies to compete and grow but also of translating such…”
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Moving Forward and Making a Difference: Research Priorities for the Science of Service by Ostrom, Amy L., Bitner, Mary Jo, Brown, Stephen W., Burkhard, Kevin A., Goul, Michael, Smith-Daniels, Vicki, Demirkan, Haluk, Rabinovich, Elliot

“…Given the significant, sustained growth in services experienced worldwide, Arizona State University’s Center for Services Leadership embarked on an 18-month…”
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Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies by Meuter, Matthew L., Bitner, Mary Jo, Ostrom, Amy L., Brown, Stephen W.

“…Electronic commerce is an increasingly popular business model with a wide range of tools available to firms. An application that is becoming more common is the…”
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Servicescapes: The Impact of Physical Surroundings on Customers and Employees by Bitner, Mary Jo

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Service Customization Through Employee Adaptiveness by Gwinner, Kevin P., Bitner, Mary Jo, Brown, Stephen W., Kumar, Ajith

“…Customization strategies aimed at providing customers with individually tailored products and services are growing in popularity. In a service context, the…”
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Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses by Bitner, Mary Jo

“…A model for understanding service encounter assessment that synthesizes consumer satisfaction, services marketing, and attribution theories is presented. A…”
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Service and technology: opportunities and paradoxes by Jo Bitner, Mary

“…Technology is profoundly changing the nature of services and the ways in which firms interact with their customers. The result, while positive, also has its…”
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Customer contributions and roles in service delivery by Jo Bitner, Mary, Faranda, William T, Hubbert, Amy R, Zeithaml, Valarie A

“…Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial…”
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents by Bitner, Mary Jo, Booms, Bernard H., Tetreault, Mary Stanfield

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Service Research: Rigor, Relevance, and Community by Bitner, Mary Jo

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Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning by Sirianni, Nancy J., Bitner, Mary Jo, Brown, Stephen W., Mandel, Naomi

“…This research examines how branded service encounters, in which frontline service employee behavior is aligned with a firm's brand positioning, may positively…”
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Reaching the breaking point: a dynamic process theory of business-to-business customer defection by Hollmann, Thomas, Jarvis, Cheryl Burke, Bitner, Mary Jo

“…Qualitative field research based on long depth interviews with business-to-business customers who defected from a supplier relationship is used to develop an…”
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Editorial: A Vision for the Future of the Journal of Service Research (JSR) by Bitner, Mary Jo

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From the Editor—Updates and Looking Forward by Bitner, Mary Jo

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Guest Editorial: Responsible Research in Marketing by Haenlein, Michael, Bitner, Mary Jo, Kohli, Ajay K., Lemon, Katherine N., Reibstein, David J.

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High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services by Wünderlich, Nancy V., Wangenheim, Florian v., Bitner, Mary Jo

“…Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to…”
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Activating Consumers for Better Service Coproduction Outcomes Through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support by Mende, Martin, Scott, Maura L., Bitner, Mary Jo, Ostrom, Amy L.

“…Companies are allocating increasing coproduction workloads to consumers. Ironically, many consumers may be ill-equipped to coproduce, as indicated by…”
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