What is he best known for?
The fields of study he is best known for:
- Marketing
- Management
- Service
Mary Jo Bitner mostly deals with Marketing, Service, Service delivery framework, Service quality and Service recovery paradox.
His work on Services marketing, Customer advocacy and Business model as part of general Marketing study is frequently connected to Investment and Key, therefore bridging the gap between diverse disciplines of science and establishing a new relationship between them.
The study incorporates disciplines such as Customer satisfaction and Interpersonal interaction in addition to Service.
Mary Jo Bitner works mostly in the field of Customer satisfaction, limiting it down to topics relating to Service provider and, in certain cases, Process management.
His work on Service design as part of general Service delivery framework research is frequently linked to CLARITY and Delivery mode, thereby connecting diverse disciplines of science.
His Service recovery paradox research includes themes of Critical Incident Technique and Employee engagement, Employee research.
His most cited work include:
- Servicescapes: The Impact of Physical Surroundings on Customers and Employees: (4498 citations)
- Evaluating service encounters: The effects of physical surroundings and employee responses. (3963 citations)
- The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: (3861 citations)
What are the main themes of his work throughout his whole career to date?
His scientific interests lie mostly in Marketing, Service, Services marketing, Service delivery framework and Service design.
His research in Marketing research, Business marketing, Service quality, Customer advocacy and Digital marketing are components of Marketing.
In his study, Quantitative marketing research and Marketing mix is strongly linked to Marketing science, which falls under the umbrella field of Business marketing.
His studies in Customer advocacy integrate themes in fields like Customer retention and Customer to customer.
Mary Jo Bitner usually deals with Customer retention and limits it to topics linked to Knowledge management and Self-service.
His studies deal with areas such as Customer satisfaction and Process management as well as Service.
He most often published in these fields:
- Marketing (67.12%)
- Service (46.58%)
- Services marketing (17.81%)
What were the highlights of his more recent work (between 2014-2019)?
- Focus (6.85%)
- Services marketing (17.81%)
- Knowledge management (10.96%)
In recent papers he was focusing on the following fields of study:
His primary areas of investigation include Focus, Services marketing, Knowledge management, Marketing and Service.
Mary Jo Bitner combines Focus and Management in his studies.
The Knowledge management study combines topics in areas such as Set and Self-service.
His multidisciplinary approach integrates Set and Context in his work.
Much of his study explores Marketing relationship to Process theory.
His Service research is multidisciplinary, incorporating elements of Literacy and Financial literacy.
Between 2014 and 2019, his most popular works were:
- Reaching the breaking point: a dynamic process theory of business-to-business customer defection (36 citations)
- Activating Consumers for Better Service Coproduction Outcomes Through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support (28 citations)
- Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences (12 citations)
In his most recent research, the most cited papers focused on:
- Marketing
- Management
- Social psychology
The scientist’s investigation covers issues in Service, Context, Financial literacy, Literacy and Coproduction.
As part of his studies on Service, Mary Jo Bitner often connects relevant areas like Knowledge management.
His study on Context is intertwined with other disciplines of science such as The Conceptual Framework, Set, Process management, Marketing and Customer relationship management.
His Financial literacy research incorporates elements of Workload and Compliance.
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