Mary Jo Bitner

发表论文 88 篇 · 总被引 45653 次 · h-index 47

代表论文

Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005 · Journal of Marketing · 被引 1742)
Moving Forward and Making a Difference: Research Priorities for the Science of Service (2010 · Journal of Service Research · 被引 1548)
The influence of technology anxiety on consumer use and experiences with self-service technologies (2003 · Journal of Business Research · 被引 1241)
Service Blueprinting: A Practical Technique for Service Innovation (2008 · California Management Review · 被引 1192)
Service Customization Through Employee Adaptiveness (2005 · Journal of Service Research · 被引 427)
High Tech and High Touch (2012 · Journal of Service Research · 被引 334)