Services Leadership, Center for

Research Output 1990 2015

2015
1 Citation (Scopus)

From the Editor—Updates and Looking Forward

Bitner, M. J., Feb 19 2015, In : Journal of Service Research. 18, 1, p. 4-5 2 p.

Research output: Contribution to journalArticle

editor
2014
3 Citations (Scopus)

Editorial: A Vision for the Future of the Journal of Service Research (JSR)

Bitner, M. J., Feb 2014, In : Journal of Service Research. 17, 1, p. 3-4 2 p.

Research output: Contribution to journalArticle

14 Citations (Scopus)

Reaching the breaking point: a dynamic process theory of business-to-business customer defection

Hollmann, T., Jarvis, C. B. & Bitner, M. J., 2014, In : Journal of the Academy of Marketing Science. 43, 2, p. 257-278 22 p.

Research output: Contribution to journalArticle

Dynamic process
Process theory
Business to business
Energy
Decision maker
7 Citations (Scopus)

Service encounters in service marketing research

Bitner, M. J. & Wang, H. S., Feb 28 2014, Handbook of Service Marketing Research. Edward Elgar Publishing Ltd., p. 221-243 23 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

Marketing research
Service encounter
Services marketing
12 Citations (Scopus)

What unhappy customers want

Grainer, M., Noble, C. H., Bitner, M. J. & Broetzmann, S. M., 2014, In : MIT Sloan Management Review. 55, 3, p. 31-35 5 p.

Research output: Contribution to journalArticle

Vents
Industry
Customer complaints
Facebook
Customer expectations
2013
101 Citations (Scopus)

Customer positivity and participation in services: An empirical test in a health care context

Gallan, A. S., Jarvis, C. B., Brown, S. W. & Bitner, M. J., 2013, In : Journal of the Academy of Marketing Science. 41, 3, p. 338-356 19 p.

Research output: Contribution to journalArticle

Participation
Healthcare
Empirical test
Service experience
Emotion
82 Citations (Scopus)
Closeness
Attachment style
Repurchase intention
Cross-buying
Prediction
83 Citations (Scopus)

High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services

Wünderlich, N. V., Wangenheim, F. V. & Bitner, M. J., 2013, In : Journal of Service Research. 16, 1, p. 3-20 18 p.

Research output: Contribution to journalArticle

communication technology
Telemedicine
acceptance research
Managers
Repair
2010
2 Citations (Scopus)
Frontline employees
Innovation implementation
Service innovation
Employee motivation
111 Citations (Scopus)

Frontline employee motivation to participate in service innovation implementation

Cadwallader, S., Jarvis, C. B., Bitner, M. J. & Ostrom, A., 2010, In : Journal of the Academy of Marketing Science. 38, 2, p. 219-239 21 p.

Research output: Contribution to journalArticle

Employee participation
Innovation implementation
Service innovation
Frontline employees
Customer service
687 Citations (Scopus)

Moving forward and making a difference: Research priorities for the science of service

Ostrom, A., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, K., Smith-Daniels, V., Demirkan, H. & Rabinovich, E., Aug 2010, In : Journal of Service Research. 13, 1, p. 4-36 33 p.

Research output: Contribution to journalArticle

science
Industry
Sales
Innovation
Research priorities
2008
2 Citations (Scopus)

The evolution and discovery of services science in business schools

Bitner, M. J. & Brown, S. W., 2008, Services Science: Fundamentals, Challenges and Future Developments. Springer Berlin Heidelberg, p. 91-101 11 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

Business schools
Service science
Service management
Education
Service innovation
2003
409 Citations (Scopus)

The influence of technology anxiety on consumer use and experiences with self-service technologies

Meuter, M. L., Ostrom, A., Bitner, M. J. & Roundtree, R., Nov 1 2003, In : Journal of Business Research. 56, 11, p. 899-906 8 p.

Research output: Contribution to journalArticle

Anxiety
Technology
Self-service technology
Demography
Explosions
2002
219 Citations (Scopus)

Implementing successful self-service technologies

Bitner, M. J., Ostrom, A. & Meuter, M. L., Nov 2002, In : Academy of Management Executive. 16, 4, p. 96-109 14 p.

Research output: Contribution to journalArticle

Self-service technology
2000
748 Citations (Scopus)

Technology infusion in service encounters

Bitner, M. J., Brown, S. W. & Meuter, M. L., Dec 2000, In : Journal of the Academy of Marketing Science. 28, 1, p. 138-149 12 p.

Research output: Contribution to journalArticle

Service encounter
Industry
Service industries
Employees
Service failure
1998
1158 Citations (Scopus)

Relational benefits in services industries: The customer's perspective

Gwinner, K. P., Gremler, D. D. & Bitner, M. J., 1998, In : Journal of the Academy of Marketing Science. 26, 2, p. 101-114 14 p.

Research output: Contribution to journalArticle

Service industries
Relational benefits
Confidence
Service business
Service firms
1997
403 Citations (Scopus)

Customer contributions and roles in service delivery

Bitner, M. J., Faranda, W. T., Hubbert, A. R. & Zeithaml, V. A., 1997, In : International Journal of Service Industry Management. 8, 3, p. 193-205 13 p.

Research output: Contribution to journalArticle

Service delivery
1995
475 Citations (Scopus)
Building services
Service relationships
289 Citations (Scopus)

The role of employee effort in satisfaction with service transactions

Mohr, L. A. & Bitner, M. J., 1995, In : Journal of Business Research. 32, 3, p. 239-252 14 p.

Research output: Contribution to journalArticle

Employees
Customer satisfaction
Service encounter
Empirical study
Attribution
1994
52 Citations (Scopus)

Paradigm Shifts in Business Education: Using Active Learning to Deliver Services Marketing Content

Wright, L. K., Bitner, M. J. & Zeithaml, V. A., 1994, In : Journal of Marketing Education. 16, 3, p. 5-19 15 p.

Research output: Contribution to journalArticle

business education
marketing
paradigm
learning
business school
140 Citations (Scopus)

The Development and Emergence of Services Marketing Thought

Brown, S. W., Fisk, R. P. & Bitner, M. J., 1994, In : International Journal of Service Industry Management. 5, 1, p. 21-48 28 p.

Research output: Contribution to journalArticle

Marketing
Services marketing
111 Citations (Scopus)

The Internal Service Encounter

Gremler, D. D. & Bitner, M. J., Jan 5 1994, In : International Journal of Service Industry Management. 5, 2, p. 34-56 23 p.

Research output: Contribution to journalArticle

Service encounter
1993
472 Citations (Scopus)

Tracking the evolution of the services marketing literature

Fisk, R. P., Brown, S. W. & Bitner, M. J., 1993, In : Journal of Retailing. 69, 1, p. 61-103 43 p.

Research output: Contribution to journalArticle

Services marketing
Maturation
Legitimization
Evolutionary
Service encounter
1991
2 Citations (Scopus)

The Outcomes of Life in Academe: Career Tracking of Marketing Ph.D. Students

Ward, J., Bitner, M. J. & Gourley, D., 1991, In : Journal of Marketing Education. 13, 1, p. 31-39 9 p.

Research output: Contribution to journalArticle

marketing
career
speculation
student
educator
1990
44 Citations (Scopus)

Organizational structure of values

Crosby, L. A., Bitner, M. J. & Gill, J. D., 1990, In : Journal of Business Research. 20, 2, p. 123-134 12 p.

Research output: Contribution to journalArticle

Statistical Factor Analysis
Surveys and Questionnaires
Direction compound
Organizational structure
Rating