Mary Jo Bitner

Mary Jo Bitner

Arizona State University - Tempe / United States
Business & Management / Marketing
AD Scientific Index ID: 790816
person_outline Mary Jo Bitner's MOST POPULAR ARTICLES
1-) Services marketing: Integrating customer focus across the firmVA ZeithamlMcGraw-Hill, 201323093*2013
2-) Servicescapes: The impact of physical surroundings on customers and employeesMJ BitnerJournal of marketing 56 (2), 57-71, 1992115271992
3-) Evaluating service encounters: the effects of physical surroundings and employee responsesMJ BitnerJournal of marketing 54 (2), 69-82, 199094991990
4-) The service encounter: diagnosing favorable and unfavorable incidentsMJ Bitner, BH Booms, MS TetreaultJournal of marketing 54 (1), 71-84, 199088061990
5-) Self-service technologies: understanding customer satisfaction with technology-based service encountersML Meuter, AL Ostrom, RI Roundtree, MJ BitnerJournal of marketing 64 (3), 50-64, 200047642000