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Relationships take two : customer attachment styles' influence on consumers' desire for close relationships and loyalty to the firm
Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: MSI reports : working paper series (2009) 3, pp. 23-49
Persistent link: https://www.econbiz.de/10009893540
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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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Services Marketing: Integrating Customer Focus Across the Finn (Second Edition)
Colgate, Mark R.; Zeithaml, Valarie A.; Bitner, Mary Jo - In: The service industries journal 21 (2001) 1, pp. 242
Persistent link: https://www.econbiz.de/10006279308
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Book Reviews - Services Marketing: Integrating Customer Focus Across the Finn (Second Edition)
Lafferty, Barbara A.; Zeithaml, Valarie A.; Bitner, Mary Jo - In: The service industries journal 21 (2001) 1, pp. 241
Persistent link: https://www.econbiz.de/10006279309
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Paradigm Shifts in Business Education: Using Active Learning to Deliver Services Marketing Content
Wright, Lauren K.; Bitner, Mary Jo; Zeithaml, Valarie A. - In: Journal of marketing education : JME (1994), pp. 5-19
Persistent link: https://www.econbiz.de/10006339981
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Implementing Successful Self-Service Technologies
Bitner, Mary Jo; Ostrom, Amy L.; Meuter, Matthew L. - In: The Executive : an Academy of Management Publication 16 (2002) 4, pp. 96
Persistent link: https://www.econbiz.de/10007034827
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Services Marketing - Self-Service Technologies: What Do Customers Expect?
Bitner, Mary Jo - In: Marketing management : a quarterly business management … 10 (2001) 1, pp. 10-11
Persistent link: https://www.econbiz.de/10007239398
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The internal service encounter
Gremler, Dwayne D.; Bitner, Mary Jo; Evans, Kenneth R. - In: Logistics information management 8 (1995) 4, pp. 28-34
Persistent link: https://www.econbiz.de/10007081367
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Customer contributions and roles in service delivery
Bitner, Mary Jo; Faranda, William T.; Hubbert, Amy R.; … - In: International journal of service industry management : IJSIM 8 (1997) 3-4, pp. 193-205
Persistent link: https://www.econbiz.de/10007129596
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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 : CMR 50 (2008) 3, pp. 66-94
Persistent link: https://www.econbiz.de/10008056956