Ostrom, Amy L.

Service research priorities in a rapidly changing context

Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research

Service and Product InnovationCustomer Service Quality and Loyalty

Cited by 1,469

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

van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017) · Journal of Service Research

AI in Service InteractionsSocial Robot Interaction and HRI

Cited by 1,344

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

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

Iacobucci, D., & Ostrom, A. (1993) · Journal of Consumer Psychology

Customer Service Quality and LoyaltyAI in Service Interactions

Cited by 324

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

Iacobucci, D., & Ostrom, A. (1996) · International Journal of Research in Marketing

Customer Service Quality and LoyaltyMarketing and Advertising Strategies

Cited by 285

Service Research Priorities: Designing Sustainable Service Ecosystems

Field, J. M., Fotheringham, D., Subramony, M., Gustafsson, A., Ostrom, A. L., Lemon, K. N., Huang, M.-H., & McColl-Kennedy, J. R. (2021) · Journal of Service Research

Service and Product InnovationCustomer Service Quality and Loyalty

Cited by 202