World's Best Scientists 2026 revealed!

D-Index & Metrics

Business and Management

D-Index
36
Citations
26889
World Ranking
1998
National Ranking
810

Overview

Amy L. Ostrom is affiliated with Arizona State University in the United States. Their research primarily contributes to the fields of Business, Management and Accounting, with significant focus on several subfields including Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science, and Management of Technology and Innovation.

The scientist's work extensively covers topics related to Service and Product Innovation, Customer Service Quality and Loyalty, Information Systems Theories and Implementation, Sharing Economy and Platforms, Innovative Approaches in Technology and Social Development, and Management and Organizational Studies.

Ostrom's recent publications include:

  • Service Research Priorities: Managing and Delivering Service in Turbulent Times (2021) - Journal of Service Research
  • Service Research Priorities: Designing Sustainable Service Ecosystems (2021) - Journal of Service Research
  • Elevating the human experience (HX) through service research collaborations: introducing ServCollab (2020) - Journal of service management
  • Consumers on the Job: Contextualization Crafting in Expert Services (2021) - Journal of Service Research
  • Novel Perspectives on Transformative Service Research (2024) - Journal of Service Management Research

Frequent co-authors collaborating with Ostrom include:

  • Janet R. McColl-Kennedy
  • Laurel Anderson
  • Joy M. Field
  • Darima Fotheringham
  • Mahesh Subramony

Major publication venues where their work appears regularly are:

  • Journal of Service Research
  • Journal of service management
  • Journal of Service Management Research

Best Publications

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

    Matthew L. Meuter;Amy L. Ostrom;Robert I. Roundtree;Mary Jo Bitner

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

    Amy L. Ostrom;Mary Jo Bitner;Stephen W. Brown;Kevin A. Burkhard

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

    Matthew L. Meuter;Mary Jo Bitner;Amy L. Ostrom;Stephen W. Brown

  • Service Blueprinting: A Practical Technique for Service Innovation:

    Mary Jo Bitner;Amy L. Ostrom;Felicia N. Morgan

  • Service Research Priorities in a Rapidly Changing Context

    Amy L. Ostrom;A. Parasuraman;David Earl Bowen;Lia Patricio

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

    Matthew L Meuter;Amy L Ostrom;Mary Jo Bitner;Robert Roundtree

  • Consumer Trade-Offs and the Evaluation of Services:

    Amy Ostrom;Dawn Lacobucci

  • Client Co-Production in Knowledge-Intensive Business Services:

    Lance A. Bettencourt;Amy L. Ostrom;Stephen W. Brown;Robert I. Roundtree

  • Transformative service research: An agenda for the future

    Laurel Anderson;Amy L. Ostrom;Canan Corus;Raymond P. Fisk

  • Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences

    Jenny van Doorn;Martin Mende;Stephanie M. Noble;John Hulland

  • Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites

    James C. Ward;Amy L. Ostrom

  • Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer

    Dawn Iacobucci;Amy Ostrom;Kent Grayson

  • Implementing successful self-service technologies

    Mary Jo Bitner;Amy L. Ostrom;Matthew L. Meuter

  • The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3

    Dawn Iacobucci;Kent A. Grayson;Amy Ostrom

  • Transformative Service Research: Advancing Our Knowledge About Service and Well-Being

    Laurel Anderson;Amy L. Ostrom

  • Frontline employee motivation to participate in service innovation implementation

    Susan Cadwallader;Cheryl Burke Jarvis;Mary Jo Bitner;Amy L. Ostrom

  • Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters

    Dawn Iacobucci;Amy Ostrom

  • “Futurizing” smart service: implications for service researchers and managers

    Nancy V. Wuenderlich;Kristina Heinonen;Amy L. Ostrom;Lia Patricio

  • Commercial and interpersonal relationships; Using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm relationships in commerce

    Dawn Iacobucci;Amy Ostrom

  • A cup of coffee with a dash of love: An investigation of commercial social support and third-place attachment

    Mark S. Rosenbaum;James Ward;Beth A. Walker;Amy L. Ostrom

  • An Interdisciplinary Perspective on IT Services Management and Service Science

    Indranil Bardhan;Haluk Demirkan;P. Kannan;Robert Kauffman

Frequent Co-Authors

Mary Jo Bitner
Mary Jo Bitner Arizona State University
Dawn Iacobucci
Dawn Iacobucci Vanderbilt University
Raymond P. Fisk
Raymond P. Fisk Texas State University
Janet R. McColl-Kennedy
Janet R. McColl-Kennedy University of Queensland
David E. Bowen
David E. Bowen Arizona State University
Anders Gustafsson
Anders Gustafsson BI Norwegian Business School
Stephen W. Brown
Stephen W. Brown Arizona State University
Katherine N. Lemon
Katherine N. Lemon Boston College
Christopher A. Voss
Christopher A. Voss University of Warwick

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