Mary Jo Bitner

1. Servicescapes: The Impact of Physical Surroundings on Customers and Employees
   1992/04/01 by Mary Jo Bitner · 41 citations
   Business, Management and Accounting · #Customer Service Quality and Loyalty #Consumer Retail Behavior Studies #Service and Product Innovation
2. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
   1990/01/01 by Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · 27 citations
   Business, Management and Accounting · Social Sciences · #Customer Service Quality and Loyalty #Psychology of Social Influence #Stalking, Cyberstalking, and Harassment
3. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
   2000/07/01 by Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree +1 · 35 citations
   Business, Management and Accounting · Decision Sciences · Social Sciences · #Customer Service Quality and Loyalty #Technology Adoption and User Behaviour #Digital Marketing and Social Media
4. Service Blueprinting: A Practical Technique for Service Innovation
   2008/04/01 by Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan · 25 citations
   Business, Management and Accounting · Social Sciences · #Service and Product Innovation #Innovative Approaches in Technology and Social Development #Information Systems Theories and Implementation