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Amy Ostrom

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Department Chair/PetSmart Chair in Service Leadership
Faculty, TEMPE Campus, Mailcode 4106
Education
  • PhD — Northwestern University, 1996
  • BA — Arizona State University, 1991
Publications
  • Bitner, Mary Jo, Amy L. Ostrom, and Felicia N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation," California Management Review, 50 (3), 66-94.
  • Rosenbaum, Mark, Beth Walker, James Ward, and Amy Ostrom, (2007) "A Cup of Coffee with a Dash of Love: An Investigation of Commercial Social Support and Third-Place Attachment," Journal of Service Research, 10, 43-59.
  • Ward, James and Amy Ostrom (2006), "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, 33, 220-230.
Research Activity
  • Cadwallader, Susan, Cheryl Jarvis, Mary Jo Bitner, and Amy L. Ostrom, "Frontline Employee Motivation to Participate in Service Innovation Implementation."
  • Brown, Stephen P., Son K. Lam, Amy L. Ostrom, and Stephen W. Brown, "A Meta-Analysis of Service Quality."
  • Lawrence, Katherine, James Ward, and Amy Ostrom, "Ideal Identity Affirmation: How Being Affirmed within a Brand Community Affects Loyalty to the Brand."
Spring 2017
Course NumberCourse Title
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Fall 2016
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 584Internship
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Summer 2016
Course NumberCourse Title
MKT 484Internship
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Spring 2016
Course NumberCourse Title
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Fall 2015
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 584Internship
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Summer 2015
Course NumberCourse Title
MKT 484Internship
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Spring 2015
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
Fall 2014
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 791Seminar
Spring 2014
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
Fall 2013
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 791Seminar
Spring 2013
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
Fall 2012
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 442Services Marketing Strategy
Honors / Awards
  • W. P. Carey School of Business, Huizingh Award, Honors Teacher of the Year, 2009
  • ASU Parents Association Professor of the Year, 2007
  • W. P. Carey School of Business, Huizingh Award, Outstanding Undergraduate Professor, 2007
  • Named Honors Disciplinary Faculty by Barrett, The Honors College, 2006-present
Editorships

Editorial Review Board: 

  • International Journal of Service Industry Management, 2007-present
  • Journal of the Academy of Marketing Science, 2000-2003
  • Journal of Consumer Psychology, 2000-200

Member

  • American Marketing Association
  • Association for Consumer Research
  • Society for Consumer Psychology
Work History
Arizona State University: 1996-present Previous Appointments Northwestern University