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Frontline employee motivation to participate in service innovation implementation
Cadwallader, Susan; Jarvis, Cheryl Burke; Bitner, Mary Jo; … - In: Journal of the Academy of Marketing Science 38 (2010) 2, pp. 219-239
Persistent link: https://www.econbiz.de/10003980624
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Non-local or local brands? A multi-level investigation into confidence in brand origin identification and its strategic implications
Cadwallader, Susan; Jarvis, Cheryl Burke; Bitner, Mary Jo; … - In: Journal of the Academy of Marketing Science 38 (2010) 2, pp. 202-219
Persistent link: https://www.econbiz.de/10008392816
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Reaching the breaking point : a dynamic process theory of business-to-business customer defection
Hollmann, Thomas; Jarvis, Cheryl Burke; Bitner, Mary Jo - In: Journal of the Academy of Marketing Science 43 (2015) 2, pp. 257-278
Persistent link: https://www.econbiz.de/10010504684
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Customer positivity and participation in services : an empirical test in a health care context
Gallan, Andrew S.; Jarvis, Cheryl Burke; Brown, Stephen … - In: Journal of the Academy of Marketing Science 41 (2013) 3, pp. 338-356
Persistent link: https://www.econbiz.de/10009747843
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Customer positivity and participation in services: an empirical test in a health care context
Gallan, Andrew S.; Jarvis, Cheryl Burke; Brown, Stephen W. - In: Journal of the Academy of Marketing Science 41 (2013) 3, pp. 338-356
Persistent link: https://www.econbiz.de/10010096149
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The influence of technology anxiety on consumer use and experiences with self-service technologies
Meuter, Matthew L.; Ostrom, Amy L.; Bitner, Mary Jo; … - In: Journal of Business Research 56 (2003) 11, pp. 899-906
Persistent link: https://www.econbiz.de/10005465946
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Activating consumers for better service coproduction outcomes through eustress : the interplay of firm-assigned workload, service literacy, and organizational support
Mende, Martin; Scott, Maura L.; Bitner, Mary Jo; … - In: Journal of public policy & marketing : JPP & M ; an … 36 (2017) 1, pp. 137-155
Persistent link: https://www.econbiz.de/10011690548
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Self-service technologies
Ostrom, Amy L.; Bitner, Mary Jo; Meuter, Matthew L. - In: E-Service : new directions in theory and practice, (pp. 45-64). 2002
Persistent link: https://www.econbiz.de/10001812849
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Moving forward and making a difference : research priorities for the science of service
Ostrom, Amy L.; Bitner, Mary Jo; Brown, Stephen Walter; … - In: Journal of service research : JSR 13 (2010) 1, pp. 4-36
Persistent link: https://www.econbiz.de/10003959014
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Service blueprinting: a practical technique for service innovation
Bitner, Mary Jo; Ostrom, Amy L.; Morgan, Felicia N. - In: California management review 50 (2007/08) 3, pp. 66-94
Persistent link: https://www.econbiz.de/10003733784