Amy Ostrom

Chair & President's Prof

  • 6084 Citations
  • 24 h-Index
1993 …2019
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Research Output 1993 2018

  • 6084 Citations
  • 24 h-Index
  • 31 Article
  • 1 Chapter
1 Citation (Scopus)

Intercultural competence and customer facial recognition

Henderson, G. R., Rank-Christman, T., White, T. B., Grantham, K. D., Ostrom, A. & Lynch, J. G., Aug 13 2018, In : Journal of Services Marketing. 32, 5, p. 570-580 11 p.

Research output: Contribution to journalArticle

Intercultural competence
Experiment
Employees
Interaction
South Africa
7 Citations (Scopus)
Organizational support
Workload
Literacy
Co-production
Mediator
33 Citations (Scopus)

Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences

van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A., Grewal, D. & Petersen, J. A., Feb 1 2017, In : Journal of Service Research. 20, 1, p. 43-58 16 p.

Research output: Contribution to journalArticle

customer
social cognition
experience
robot
Robots
31 Citations (Scopus)

Billions of impoverished people deserve to be better served: A call to action for the service research community

Fisk, R. P. P., Anderson, L., Bowen, D. E., Gruber, T., Ostrom, A., Patrício, L., Reynoso, J. & Sebastiani, R., Mar 21 2016, In : Journal of Service Management. 27, 1, p. 43-55 13 p.

Research output: Contribution to journalArticle

services
poverty alleviation
poverty
action research
Base of the pyramid
4 Citations (Scopus)

Responsibility and weil-being: Resource integration under responsibilization in expert services

Anderson, L., Spanjol, J., Jefferies, J. G., Ostrom, A., Baker, C. N., Bone, S. A., Downey, H., Mende, M. & Rapp, J. M., Sep 1 2016, In : Journal of Public Policy and Marketing. 35, 2, p. 262-279 18 p.

Research output: Contribution to journalArticle

Responsibility
Resources
Well-being
Service system
Appropriation

Projects 2005 2019