Mary Jo Bitner is one of the founders of the service marketing discipline, committing her career to the study of cusotmer satisfaction in service encounters, customer-employee interactions, servicescapes, and technology delivered service.
She has published more than 50 journal articles in leading academic and managerial journals. She served as the editor-in-chief of the Journal of Service Research and is the co-author of "Services Marketing: Integrating Customer Focus Across the Firm," a text translated into multiple languages and used around the world.
Professor Bitner served as the executive director of the W. P. Carey School's Center for Services Leadership, a globally recognized authority on how to compete strategically through the profitable use of services. She is also a co-founder and served as Co-Chair of the community for Responsible Research in Business and Management.
Among many honors, Professor Bitner has received the Christopher Lovelock Career Contributions to the Services Discipline Award from the American Marketing Association's SERVSIG, an IBM Faculty Award, the MMA Marketing Innovator Award and ISSIP's inaugural Fellow Award for Lifetime Achievement in Service Science. In 2019 she was awarded an honarary doctorate from the Hanken School of Business in Helsinki, Finland and was awarded the 2020 PhD Alumnus of the year award from the Foster School of Business, University of Washington, Seattle
Service Marketing, Customer Satisfaction, Service Encounters, Customer-Employee Interactions, Technology-Delivered Service, Servicescapes.
Selected Recent Publications