Standout Papers

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service E... 2000 2026 2008 2017 1.8k
  1. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)
    Matthew L. Meuter, Amy L. Ostrom et al. Journal of Marketing
  2. Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)
    Matthew L. Meuter, Mary Jo Bitner et al. Journal of Marketing
  3. Moving Forward and Making a Difference: Research Priorities for the Science of Service (2010)
    Amy L. Ostrom, Mary Jo Bitner et al. Journal of Service Research
  4. Service Research Priorities in a Rapidly Changing Context (2015)
    Amy L. Ostrom, A. Parasuraman et al. Journal of Service Research
  5. Domo Arigato Mr. Roboto (2016)
    Jenny van Doorn, Martin Mende et al. Journal of Service Research
  6. The influence of technology anxiety on consumer use and experiences with self-service technologies (2003)
    Matthew L. Meuter, Amy L. Ostrom et al. Journal of Business Research
  7. Transformative service research: An agenda for the future (2012)
    Laurel Anderson, Amy L. Ostrom et al. Journal of Business Research
  8. Service Blueprinting: A Practical Technique for Service Innovation (2008)
    Mary Jo Bitner, Amy L. Ostrom et al. California Management Review
  9. Service Research Priorities: Managing and Delivering Service in Turbulent Times (2021)
    Amy L. Ostrom, Joy M. Field et al. Journal of Service Research

Immediate Impact

1 by Nobel laureates 113 standout
Sub-graph 1 of 16

Citing Papers

The effect of different types of virtual influencers on consumers’ emotional attachment
2024 Standout
Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
2023 Standout

Works of Amy L. Ostrom being referenced

Domo Arigato Mr. Roboto
2016 Standout

Author Peers

Author Last Decade Papers Cites
Amy L. Ostrom 7236 5690 4714 39 12.0k
Robert W. Palmatier 5985 6112 4641 98 12.3k
John Hulland 3209 2931 3745 73 12.0k
Arvind Malhotra 3212 4175 3804 73 12.4k
V. Kumar 8507 6113 4440 94 12.3k
Jagdip Singh 5253 8832 4690 101 14.3k
Ruth N. Bolton 10783 11383 6513 70 17.1k
Barry J. Babin 8898 7270 5972 125 15.8k
Dwayne D. Gremler 7023 7903 7403 42 13.3k
Michael K. Brady 7288 8982 5524 55 13.2k
Werner Reinartz 6614 5332 3239 69 11.0k

All Works

Loading papers...

Rankless by CCL
2026