Mary Jo Bitner - Concepedia

Author

Mary Jo Bitner

Arizona State University ORCID

Also Known As

Faranda, William T., Mary J. Bitner, Mary Jo Bitner

Publications

44.7K

Citations

H-Index

118

Concepts

All Affiliations

Arizona State University California State University, Chico Southern Illinois University Carbondale Georgia State University

About

Mary Jo Bitner is an author at Arizona State University specializing in management, business, and marketing.

Top Concepts

#	Concept	H-Index	Publications	Citations
1	Management	36	40	39.2K
2	Business	33	38	35.1K
3	Education	6	6	3.5K
4	Engineering	1	1	318
5	Nursing	1	1	85

Mary Jo Bitner

Publications

39.8K

Citations

H-Index

Page 1

	Year	Citations
Servicescapes: The Impact of Physical Surroundings on Customers and Employees Mary Jo Bitner Journal of Marketing Customer SatisfactionMarketing GoalsPhysical SurroundingsConsumer ResearchBuilt Environment	1992	5.2K
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Mary Jo Bitner Journal of Marketing Customer SatisfactionPhysical SurroundingsConsumer ResearchHuman Resource ManagementOrganizational Behavior	1990	4.3K
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault Journal of Marketing Critical Incident TechniqueCustomer SatisfactionIncident InvestigationService RecoveryService Encounter	1990	4.2K
Servicescapes: The Impact of Physical Surroundings on Customers and Employees Mary Jo Bitner Journal of Marketing Customer SatisfactionMarketing GoalsPhysical SurroundingsConsumer ResearchBuilt Environment	1992	3.6K
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, Journal of Marketing Customer SatisfactionSelf-service TechnologiesConsumer ResearchEducationSocial Influence	2000	2.9K
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault Journal of Marketing Customer ExperienceCustomer SatisfactionSatisfactory Service EncountersConsumer ResearchCommunication	1990	2K
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Mary Jo Bitner Journal of Marketing Customer SatisfactionPhysical SurroundingsConsumer ResearchHuman Resource ManagementOrganizational Behavior	1990	1.9K
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies Matthew L. Meuter, Mary Jo Bitner, Amy L. Ostrom, Journal of Marketing Customer SatisfactionDigital MarketingSelf-service TechnologiesConsumer ResearchTechnology Adoption	2005	1.7K
Moving Forward and Making a Difference: Research Priorities for the Science of Service Amy L. Ostrom, Mary Jo Bitner, Stephen Brown, Journal of Service Research OrganizationsService InnovationServices ManagementResearch PrioritiesManagement	2010	1.5K
Critical Service Encounters: The Employee's Viewpoint Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr Journal of Marketing Customer ExperienceCustomer SatisfactionServices ManagementConsumer ResearchHuman Resource Management	1994	1.5K

Page 1