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Amy Ostrom
- AMY.OSTROM@asu.edu
- (480) 965-6412
- BA 109 TEMPE
Interim Dean & President's Professor
Faculty w/Admin Appointment, TEMPE Campus, Mailcode 3506
Interim Dean/President's Professor/PetSmart Chair in Service Leadership
Faculty w/Admin Appointment, TEMPE Campus, Mailcode 3506
Biography:
President's Professor Amy Ostrom is interim dean and the PetSmart Chair in Service Leadership. She joined the W. P. Carey School of Business as an assistant professor of marketing in 1996.
Professor Ostrom's research interests focus on services marketing, including the relationship between service and well-being known as transformative service, customer adoption and evaluation of technology-enabled services, and the customer's role in creating service outcomes. Her passion for service research can be seen in her publication titled "Service Research Priorities in a Rapidly Changing Context." Her work has been published in the Journal of Marketing, the Journal of Consumer Research, the Journal of Consumer Psychology, and the Journal of Service Research, among other leading publications.
Professor Ostrom has been recognized for her achievements in academia, including the 2012 Huizingh Outstanding Undergraduate Service Award, the 2007 ASU Parents Association Professor of the Year, and the Carnegie Foundation for the Advancement of Teaching's 2004 Arizona Professor of the Year. She is also on the editorial review boards for the industry-leading publications Journal of Service Research and Journal of Service Management.
Education:
- Ph.D. Marketing, Northwestern University
- B.A. Psychology, Arizona State University
Research Interests:
- Transformative Service Research
- Organizational Frontline Issues with a Focus on the Role of Technology
- Customer Co-Creation and Participation
Publications:
- van Doorn, Jenny, Martin Mende, Stephanie Noble, John Holland, Dhruv Grewal, Amy L. Ostrom, and Andrew Petersen (2017), “Domo Arigato Mr. Roboto: How Technology Could Change the Service Customer Experience of the Future – A Research Vision and Agenda,” Journal of Service Research, 20 (1), 43-58.
- Anderson, Laurel, Jelena Spanjol, Josephine Go Jefferies, Amy L. Ostrom, Courtney Nations, Sterling A. Bone, Hilary Downey, Martin Mende, and Justine M. Rapp (2016), “Responsibility and Well-being: Resource Integration Under Responsibilization in Expert Services,” Journal of Public Policy & Marketing, 35 (2), 262-279.
- Anderson, Laurel and Amy L. Ostrom (2015), “Transformative Service Research: Advancing Our Knowledge about Service and Well-being,” Journal of Service Research, Editorial for the special issue on Transformative Service Research, 18 (3), 243-249.
- Ostrom, Amy L., A. Parasuraman, David E. Bowen, Lia Patricio, and Christopher A. Voss (2015), “Service Research Priorities in a Rapidly Changing Context,” Journal of Service Research, 18 (2), 127-159.
| Summer 2022 | |
|---|---|
| Course Number | Course Title |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Spring 2022 | |
|---|---|
| Course Number | Course Title |
| MKT 492 | Honors Directed Study |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Fall 2021 | |
|---|---|
| Course Number | Course Title |
| MKT 303 | Honors Marketing Theory & Prac |
| MKT 492 | Honors Directed Study |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 584 | Internship |
| MKT 592 | Research |
| MKT 790 | Reading and Conference |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Summer 2021 | |
|---|---|
| Course Number | Course Title |
| MKT 499 | Individualized Instruction |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Spring 2021 | |
|---|---|
| Course Number | Course Title |
| MKT 492 | Honors Directed Study |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Fall 2020 | |
|---|---|
| Course Number | Course Title |
| MKT 303 | Honors Marketing Theory & Prac |
| MKT 492 | Honors Directed Study |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 584 | Internship |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Summer 2020 | |
|---|---|
| Course Number | Course Title |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Spring 2020 | |
|---|---|
| Course Number | Course Title |
| MKT 492 | Honors Directed Study |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Fall 2019 | |
|---|---|
| Course Number | Course Title |
| MKT 303 | Honors Marketing Theory & Prac |
| MKT 492 | Honors Directed Study |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 584 | Internship |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Summer 2019 | |
|---|---|
| Course Number | Course Title |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Spring 2019 | |
|---|---|
| Course Number | Course Title |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Fall 2018 | |
|---|---|
| Course Number | Course Title |
| MKT 303 | Honors Marketing Theory & Prac |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 584 | Internship |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Summer 2018 | |
|---|---|
| Course Number | Course Title |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Spring 2018 | |
|---|---|
| Course Number | Course Title |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 790 | Reading and Conference |
| MKT 791 | Seminar |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
| Fall 2017 | |
|---|---|
| Course Number | Course Title |
| MKT 303 | Honors Marketing Theory & Prac |
| MKT 493 | Honors Thesis |
| MKT 499 | Individualized Instruction |
| MKT 584 | Internship |
| MKT 590 | Reading and Conference |
| MKT 592 | Research |
| MKT 599 | Thesis |
| MKT 790 | Reading and Conference |
| MKT 792 | Research |
| MKT 795 | Continuing Registration |
| MKT 799 | Dissertation |
Honors / Awards:
- ASU President's Professor, 2011-present
- Journal of Service Research, Best Article Award, Volume 13, 2011
- W. P. Carey School of Business
- Huizingh Award, Outstanding Service to Students, 2012
- Huizingh Award, Honors Teacher of the Year, 2009
- Huizingh Award, Outstanding Undergraduate Professor, 2007
- ASU Parents Association Professor of the Year, 2007
- Arizona Professor of the Year, 2004
Editorships:
Associate Editor:
- Journal of Service Research, 2018-present
Editorial Review Board:
- Journal of Service Research, 2010-present
- Journal of Service Management, 2007-present
Work History:
Arizona State University: 1996-present
Consulting:
More than 20 custom service blueprinting workshops for companies in a diverse set of industries including energy, insurance, education, technology, transportation, and health care.
Expertise Areas: