Mary Jo Bitner is one of the founders of the service marketing discipline, committing her career to the study of customer-employee interactions, technology delivered service, service infusion and customer satisfaction.
She has published more than 50 journal articles in leading academic and managerial journals. She is the editor-in-chief of the Journal of Service Research and is the co-author of "Services Marketing: Integrating Customer Focus Across the Firm," and "Profiting From Services and Solutions: What Product-Centric Firms Need to Know," a text used in universities around the world.
Professor Bitner is 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.
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.