Mary Jo Bitner
Impact in
-
- Customer Service Quality and Loyalty
- Job Satisfaction and Organizational Behavior
- Marketing top 0.01%
- Consumer Retail Behavior Studies
- Consumer Behavior in Brand Consumption and Identification
- Service and Product Innovation
Papers in
-
- Customer Service Quality and Loyalty 34
- Marketing 29
- Service and Product Innovation 19
- Consumer Behavior in Brand Consumption and Identification 9
- Consumer Retail Behavior Studies 6
- Co-authors
- Bernard H. Booms (9 shared papers)Amy L. Ostrom (12 shared papers)Matthew L. Meuter (4 shared papers)Stephen Brown (11 shared papers)Valarie A. Zeithaml (10 shared papers)Lois A. Mohr (4 shared papers)Robert I. Roundtree (2 shared papers)Dwayne D. Gremler (5 shared papers)
- Journals
- Journal of Marketing (11 papers)Journal of Service Research (7 papers)Journal of the Academy of Marketing Science (4 papers)Journal of Business Research (3 papers)International Journal of Service Industry Management (3 papers)
- Partner nations
- United StatesSwedenAustralia
In The Last Decade
Mary Jo Bitner
61 papers receiving 27.7k citations
Mary Jo Bitner's Hit Papers
Peers
Comparison fields: 5 of 153
- Organizational Behavior and Human Resource Management 20.5k
- Marketing 18.6k
- Information Systems and Management 6.0k
- Tourism, Leisure and Hospitality Management 649
- 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-authors
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
Showing the 20 most-cited of 61 papers — load more, or switch the sort, to bring in the rest.
| # | Work | ||
|---|---|---|---|
| 1 | Servicescapes: The Impact of Physical Surroundings on Customers and Employees Hit paper breakdown → | 1992 | 3845 |
| 2 | Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Hit paper breakdown → | 1990 | 3151 |
| 3 | The Service Encounter: Diagnosing Favorable and Unfavorable Incidents Hit paper breakdown → | 1990 | 3095 |
| 4 | Servicescapes: The Impact of Physical Surroundings on Customers and Employees Hit paper breakdown → | 1992 | 2758 |
| 5 | Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters Hit paper breakdown → | 2000 | 2030 |
| 6 | Services Marketing: Integrating Customer Focus Across the Firm Hit paper breakdown → | 1996 | 1887 |
| 7 | The Service Encounter: Diagnosing Favorable and Unfavorable Incidents Hit paper breakdown → | 1990 | 1663 |
| 8 | Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Hit paper breakdown → | 1990 | 1548 |
| 9 | Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies Hit paper breakdown → | 2005 | 1292 |
| 10 | Critical Service Encounters: The Employee's Viewpoint Hit paper breakdown → | 1994 | 1153 |
| 11 | Moving Forward and Making a Difference: Research Priorities for the Science of Service Hit paper breakdown → | 2010 | 1132 |
| 12 | The influence of technology anxiety on consumer use and experiences with self-service technologies Hit paper breakdown → | 2003 | 880 |
| 13 | Service Blueprinting: A Practical Technique for Service Innovation Hit paper breakdown → | 2008 | 689 |
| 14 | Tracking the evolution of the services marketing literature Hit paper breakdown → | 1993 | 675 |
| 15 | Customer contributions and roles in service delivery Hit paper breakdown → | 1997 | 651 |
| 16 | Critical Service Encounters: The Employee's Viewpoint Hit paper breakdown → | 1994 | 650 |
| 17 | Marketing Strategies and Organizational Structures for Service Firms Hit paper breakdown → | 1981 | 488 |
| 18 | 1995 | 459 | |
| 19 | 2002 | 353 | |
| 20 | 2005 | 307 |
About Mary Jo Bitner
Mary Jo Bitner is a scholar working on Organizational Behavior and Human Resource Management, Marketing, Sociology and Political Science, Information Systems and Management and Social Psychology, having authored 61 papers that have together received 31.6k indexed citations. Recurring topics across this work include Customer Service Quality and Loyalty (34 papers), Service and Product Innovation (19 papers), Digital Marketing and Social Media (10 papers), Psychology of Social Influence (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 Organizational Behavior and Human Resource Management (20.5k citations), Marketing (18.6k citations), Information Systems and Management (6.0k citations), Tourism, Leisure and Hospitality Management (649 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, Robert I. Roundtree, Dwayne D. Gremler, 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, Journal of Business Research and International Journal of Service Industry Management.
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.