FACULTY INSTRUCTORS

Amy Ostrom, Ph.D.
Associate Professor of Marketing,
W. P. Carey School of Business and CSL Research Faculty, Arizona State University

Amy Ostrom has led numerous workshops and class sessions on service blueprinting and has worked closely with companies utilizing the technique to improve their service processes. Her research focuses on issues related to services marketing including customer’s evaluation of services, customers’ role in creating service outcomes and customers’ adoption of self-service technologies. Her work has appeared in a number of journals including the Journal of Marketing, the Journal of Consumer Psychology and has also published (along with Dr. Mary Jo Bitner) a recent article on services blueprinting in the California Management Review.

Mary Jo Bitner, Ph.D.
PetSmart Chair in Services Leadership
Professor and Academic Director
Center for Services Leadership

Mary Jo Bitner is Professor of Marketing and Academic Director for the Center for Services Leadership. Mary Jo is one of the pioneers in the development of services blueprinting and in its application within organizations, in executive education programs, as well as MBA programs. She has conducted numerous workshops on blueprinting and has published a recent article on the topic in the California Management Review. Service blueprinting is also featured in her co-authored text, Services Marketing: Integrating Customer Focus Across the Firm, 5th edition, 2009, the leading textbook in services marketing used worldwide.

Nancy Stephens, Ph.D.
Associate Professor of Marketing
CSL Research Faculty
W. P. Carey School of Business

Nancy Stephens has worked closely with executives and organizations to teach the blueprinting technique. She also teaches marketing management courses in four different W. P. Carey MBA Programs (Executive, Evening, Corporate and Mexico City). From 1998 to 2005, Nancy served as Director of the W. P. Carey MBA Evening Program. Nancy’s research interests lie in consumer behavior, services management, and promotion. Most recently, she published a case study on customer satisfaction in the Proceedings of the Marketing in Higher Education Conference (2006). Nancy has published many academic papers in journals and conference proceedings, including Journal of Marketing Research, Psychology and Marketing, Journal of Advertising and others.

Felicia Morgan, Ph.D.
Assistant Professor of Marketing, University of West Florida
CSL Research Faculty, Arizona State University

Felicia Morgan has conducted numerous workshops on service blueprinting with corporate executives, MBA students, and undergraduates. Her research, which focuses on service marketing and management, service networks, and managing customer experiences, has been published in a number of journals and includes a recent article in the California Management Review on service blueprinting. Felicia's nine years of university teaching experience include several graduate-level courses in Bangalore, India and Amiens, France. Prior to earning her doctorate in marketing in 2004 from the W. P. Carey School of Business at Arizona State University, Felicia spent over ten years working in marketing and management within the services sector. Felicia holds a bachelor’s degree and an MBA from the University of New Orleans.