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Mary Jo Bitner

Active 1981–2018

30
Papers
34,764
Citations
29
h-index
30
i10-index

Citations

Citations per year for Mary Jo Bitner1970: 1 citations1985: 2 citations1986: 3 citations1989: 2 citations1990: 6 citations1991: 4 citations1992: 12 citations1993: 26 citations1994: 47 citations1995: 50 citations1996: 39 citations1997: 62 citations1998: 60 citations1999: 49 citations2000: 106 citations2001: 105 citations2002: 128 citations2003: 141 citations2004: 145 citations2005: 123 citations2006: 187 citations2007: 176 citations2008: 209 citations2009: 198 citations2010: 261 citations2011: 276 citations2012: 235 citations2013: 245 citations2014: 230 citations2015: 251 citations2016: 236 citations2017: 241 citations2018: 235 citations2019: 265 citations2020: 269 citations2021: 273 citations2022: 176 citations2023: 128 citations2024: 170 citations2025: 104 citations2026: 18 citations1971–1984: no citations, so these years are not shown1987–1988: no citations, so these years are not shown

Citation sources

Countries

World map of the countries and regions citing this authorUnited States: 1,266 citing papers, 23.3% of this breakdownUnited Kingdom: 404 citing papers, 7.4% of this breakdownChina: 332 citing papers, 6.1% of this breakdownTaiwan: 276 citing papers, 5.1% of this breakdownAustralia: 261 citing papers, 4.8% of this breakdownGermany: 256 citing papers, 4.7% of this breakdownSouth Korea: 218 citing papers, 4% of this breakdownCanada: 175 citing papers, 3.2% of this breakdownFinland: 156 citing papers, 2.9% of this breakdownIndia: 152 citing papers, 2.8% of this breakdownNetherlands: 129 citing papers, 2.4% of this breakdownSpain: 127 citing papers, 2.3% of this breakdown
0%23.3%Other 31%

Institutions

Fields

  • Business, Management and Accounting57.4%
  • Social Sciences12.8%
  • Decision Sciences10.9%
  • Computer Science10.6%
  • Psychology2.7%
  • Health Professions1.7%
  • Other3.9%

Topics

  • Customer Service Quality and Loyalty16.2%
  • Technology Adoption and User Behaviour9.4%
  • Digital Marketing and Social Media8.5%
  • Consumer Retail Behavior Studies7.8%
  • Service and Product Innovation6.9%
  • Consumer Behavior in Brand Consumption and Identification4.8%
  • Other46.4%

Coauthors

All papers

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  1. The influence of technology anxiety on consumer use and experiences with self-service technologies

    Authors: Matthew L. Meuter, Amy L. Ostrom, Mary Jo Bitner, Robert I. Roundtree - Journal of Business Research 2003 cited by 1,204

  2. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

    Authors: Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, Mary Jo Bitner - Journal of Marketing 2000 cited by 2,885

  3. Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

    Authors: Matthew L. Meuter, Mary Jo Bitner, Amy L. Ostrom, Stephen Brown - Journal of Marketing 2005 cited by 1,720

  4. Service Blueprinting: A Practical Technique for Service Innovation

    Authors: Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan - California Management Review 2008 cited by 1,165

  5. Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences

    Authors: Amy L. Ostrom, Darima Fotheringham, Mary Jo Bitner - Service science: research and innovations in the service economy 2018 cited by 160

  6. Servicescapes: The Impact of Physical Surroundings on Customers and Employees

    Authors: Mary Jo Bitner - Journal of Marketing 1992 cited by 5,203

  7. High Tech and High Touch

    Authors: Nancy V. Wünderlich, Florian von Wangenheim, Mary Jo Bitner - Journal of Service Research 2012 cited by 326

  8. Implementing successful self-service technologies

    Authors: Mary Jo Bitner, Amy L. Ostrom, Matthew L. Meuter - Academy of Management Perspectives 2002 cited by 494

  9. The role of employee effort in satisfaction with service transactions

    Authors: Lois A. Mohr, Mary Jo Bitner - Journal of Business Research 1995 cited by 608

  10. Moving Forward and Making a Difference: Research Priorities for the Science of Service

    Authors: Amy L. Ostrom, Mary Jo Bitner, Stephen Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith‐Daniels, Haluk Demirkan, Elliot Rabinovich - Journal of Service Research 2010 cited by 1,536

  11. Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning

    Authors: Nancy J. Sirianni, Mary Jo Bitner, Stephen Brown, Naomi Mandel - Journal of Marketing 2013 cited by 311

  12. Services Marketing: Integrating Customer Focus Across the Firm

    Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler - 1996 cited by 3,065

  13. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

    Authors: Mary Jo Bitner - Journal of Marketing 1990 cited by 4,256

  14. Customer contributions and roles in service delivery

    Authors: Mary Jo Bitner, William T. Faranda, Amy R. Hubbert, Valarie A. Zeithaml - International Journal of Service Industry Management 1997 cited by 963

  15. Customer positivity and participation in services: an empirical test in a health care context

    Authors: Andrew S. Gallan, Cheryl Burke Jarvis, Stephen Brown, Mary Jo Bitner - Journal of the Academy of Marketing Science 2012 cited by 311

  16. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

    Authors: Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault - Journal of Marketing 1990 cited by 4,182

  17. Critical Service Encounters: The Employee's Viewpoint

    Authors: Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr - Journal of Marketing 1994 cited by 1,517

  18. Marketing Strategies and Organizational Structures for Service Firms

    Authors: Bernard H. Booms, Mary Jo Bitner - Medical Entomology and Zoology 1981 cited by 761

  19. Service Customization Through Employee Adaptiveness

    Authors: Kevin P. Gwinner, Mary Jo Bitner, Stephen Brown, Ajith Kumar - Journal of Service Research 2005 cited by 421

  20. Decoding Customer–Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth

    Authors: Martin Mende, Ruth N. Bolton, Mary Jo Bitner - Journal of Marketing Research 2012 cited by 201

  21. Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice

    Authors: Mary Jo Bitner, Amy R. Hubbert - Service Quality: New Directions in Theory and Practice 1994 cited by 835

  22. Frontline employee motivation to participate in service innovation implementation

    Authors: Susan Cadwallader, Cheryl Burke Jarvis, Mary Jo Bitner, Amy L. Ostrom - Journal of the Academy of Marketing Science 2009 cited by 301

  23. Marketing Services by Managing the Environment

    Authors: Bernard H. Booms, Mary Jo Bitner - Cornell Hotel and Restaurant Administration Quarterly 1982 cited by 258

  24. Services Marketing Strategy

    Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler - Wiley International Encyclopedia of Marketing 2010 cited by 251