Bitner, Mary Jo

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Bitner, M. J. (1992) · Journal of Marketing

Consumer Retail Behavior StudiesFacilities and Workplace Management

Cited by 7,271

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing

Customer Service Quality and LoyaltyEmotional Labor in Professions

Cited by 4,860

Relational Benefits in Services Industries: The Customer's Perspective

Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 2,347

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

Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003) · Journal of Business Research

Technology Adoption and User BehaviourGender and Technology in Education

Cited by 1,247

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

Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice

Customer Service Quality and LoyaltyPatient Satisfaction in Healthcare

Cited by 852