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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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The evolution and discovery of service science in business schools
Bitner, Mary Jo; Brown, Stephen Walter - In: Services science : fundamentals, challenges and future …, (pp. 91-101). 2007
Persistent link: https://www.econbiz.de/10003605022
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The service imperative
Bitner, Mary Jo; Brown, Stephen Walter - In: Business horizons 51 (2008) 1, pp. 39-46
Persistent link: https://www.econbiz.de/10003708228
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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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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