Mary Jo Bitner
- Marketing top 0.01%
- Service and Product Innovation 19
- Consumer Behavior in Brand Consumption and Identification 9
- Consumer Retail Behavior Studies 6
-
- Customer Service Quality and Loyalty 34
- Information Systems and Management top 0.01%
- Technology Adoption and User Behaviour 7
- Sociology and Political Science top 0.02%
- Psychology of Social Influence 10
- Digital Marketing and Social Media 10
-
- Management and Marketing Education 3
- Co-authors
- Bernard H. BoomsAmy L. OstromMatthew L. MeuterStephen BrownValarie A. ZeithamlLois A. MohrDwayne D. GremlerRobert I. Roundtree
- Cited by
- MarketingOrganizational Behavior and Human Resource ManagementInformation Systems and Management
- Journals
- Journal of Marketing (11 papers)Journal of Service Research (7 papers)Journal of the Academy of Marketing Science (4 papers)
- Partner nations
- United StatesSwedenAustralia
In The Last Decade
Mary Jo Bitner
61 papers receiving 27.4k citations
Hit Papers
Peers
Comparison fields: 5 of 155
- Marketing 18.6k
- Organizational Behavior and Human Resource Management 20.6k
- Information Systems and Management 6.0k
- Tourism, Leisure and Hospitality Management 643
- Sociology and Political Science 11.5k
Countries citing papers authored by Mary Jo Bitner
This map shows the geographic impact of Mary Jo Bitner's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by Mary Jo Bitner with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Mary Jo Bitner more than expected).
Fields of papers citing papers by Mary Jo Bitner
This network shows the impact of papers produced by Mary Jo Bitner. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by Mary Jo Bitner. The network helps show where Mary Jo Bitner may publish in the future.
Co-authorship network
The 25 scholars most cited alongside Mary Jo Bitner, linked wherever they have co-authored with each other. Click a name or a connecting line to browse the papers they share.
All Works
| # | Work | ||
|---|---|---|---|
| 1 | 2015 | 57 | |
| 2 | Profiting From Services and Solutions: What Product-Centric Firms Need to Know | 2014 | 13 |
| 3 | Customer Positivity and Participation in Services: An Empirical Test in a Health Care Context | 2013 | 1 |
| 4 | Services Marketing : Integrating Customer Focus Across The Firm european edition Ed. 2 | 2012 | 56 |
| 5 | 2012 | 229 | |
| 6 | Leveraging Service Blueprinting to Rethink Higher Education: When Students Become "Valued Customers," Everybody Wins. | 2011 | 16 |
| 7 | Services marketing: 1st European edition | 2008 | 7 |
| 8 | 2002 | 354 | |
| 9 | 2001 | 117 | |
| 10 | Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encountersbreakdown → | 2000 | 2009 |
| 11 | Critical Service Encounters: The Employee's Viewpointbreakdown → | 1994 | 645 |
| 12 | Servicescapes: The Impact of Physical Surroundings on Customers and Employeesbreakdown → | 1992 | 2705 |
| 13 | Mutual Understanding Between Customers and Employees in Service Encounters | 1991 | 66 |
| 14 | Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responsesbreakdown → | 1990 | 1537 |
| 15 | The Service Encounter: Diagnosing Favorable and Unfavorable Incidentsbreakdown → | 1990 | 1651 |
| 16 | Designing a winning service strategy : [7th annual Service[s] Marketing Conference proceedings] | 1989 | 1 |
| 17 | Contextual cues and consumer satisfaction : the role of physical surroundings and employee behaviors in service settings | 1987 | 1 |
| 18 | The Elaboration Likelihood Model: Limitations and Extensions in Marketing | 1985 | 68 |
| 19 | 1981 | 16 | |
| 20 | 1980 | 19 |
About Mary Jo Bitner
Mary Jo Bitner is a scholar working on Organizational Behavior and Human Resource Management, Marketing, Information Systems and Management, Management of Technology and Innovation and Tourism, Leisure and Hospitality Management, having authored 61 papers that have together received 31.4k indexed citations. Recurring topics across this work include Customer Service Quality and Loyalty (34 papers), Service and Product Innovation (19 papers), Psychology of Social Influence (10 papers), Digital Marketing and Social Media (10 papers), Consumer Behavior in Brand Consumption and Identification (9 papers), Technology Adoption and User Behaviour (7 papers), Consumer Retail Behavior Studies (6 papers) and Management and Marketing Education (3 papers). The work is most often cited by research in Marketing (18.6k citations), Organizational Behavior and Human Resource Management (20.6k citations), Information Systems and Management (6.0k citations), Tourism, Leisure and Hospitality Management (643 citations) and Sociology and Political Science (11.5k citations). Mary Jo Bitner has collaborated with scholars based in United States, Sweden and Australia. Frequent co-authors include Bernard H. Booms, Amy L. Ostrom, Matthew L. Meuter, Stephen Brown, Valarie A. Zeithaml, Lois A. Mohr, Dwayne D. Gremler, Robert I. Roundtree, Raymond P. Fisk and Felicia N. Morgan. Their work appears in journals such as Journal of Marketing, Journal of Service Research, Journal of the Academy of Marketing Science, International Journal of Service Industry Management and Journal of Business Research.
Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.