Mary Jo Bitner MARY JO BITNER is an Emérita Professor of Marketing in the W. P. Carey School of Business. Arizona State University. USA. While at ASU she held the Edward M. Carson Chair in Service Marketing and was the Executive Director of the Center for Servies Leadership at ASU. She has contributed over four decades of service research, publishing in leading marketing, service, and management journals and is recognized as one of the pioneers in service research globally. Her primary research foci arc customer—employee interactions, technology-delivered service, and customer satisfaction. Dr. Bitner has received a number of awards recognizing her pioneering work in the service discipline including the American Marketing Association’s (AMA) SERVSIG recognition for Career Contributions to the Services Discipline Award, an IBM Faculty Award, and ISSIP's inaugural Fellow Award for Lifetime Achievement in Service Science. She is an AMA Fellow and served on the AMA's Board of Trustees. She served four years as the editor-in-chief of the Journal of Service Research. Dr. Bitner was a founder and board member of the global network for Responsible Research in Business and Management (RRBM), a network committed to societal impact and usefulness in business research, where she remains involved.


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