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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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High tech and high touch : a framework for understanding user attitudes and behaviors related to smart interactive services
Wünderlich, Nancy V.; Wangenheim, Florian von; Bitner, … - In: Journal of service research : JSR 16 (2013) 1, pp. 3-20
Persistent link: https://www.econbiz.de/10009751129
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Decoding costumer-firm relationships : how attachment styles help explain customers' preferences to closeness, repurchase intentions, and changes in relationship breadth
Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: Journal of marketing research : JMR 50 (2013) 1, pp. 125-142
Persistent link: https://www.econbiz.de/10009715240
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What unhappy customers want
Grainer, Marc; Noble, Charles H.; Bitner, Mary Jo; … - In: MIT sloan management review 55 (2013/14) 3, pp. 31-35
Persistent link: https://www.econbiz.de/10010354235
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Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.; Bitner, Mary Jo; Brown, Stephen Walter - In: Journal of marketing 77 (2013) 6, pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
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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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Services science journey : foundations, progress, and challenges
Bitner, Mary Jo; Brown, Stephen Walter; Goul, Michael; … - In: Service science, management and engineering : education …, (pp. 227-233). 2008
Persistent link: https://www.econbiz.de/10003827915
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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
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Services marketing : integrating customer focus across the firm
Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2006 - 4. ed.
Persistent link: https://www.econbiz.de/10002479809
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Services marketing : integrating customer focus across the firm
Zeithaml, Valarie A.; Bitner, Mary Jo - 2000 - 2. ed.
Persistent link: https://www.econbiz.de/10001373972