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Education
Ph.D., University of Washington; MBA, University of Washington; B.A., University of Washington
Academic Positions
Arizona State University: 1987-present
Career and Professional Awards; Teaching Awards
2010 Outstanding Professor, Doctoral Programs, W. P. Carey School of Business. One award given annually; Named Distinguished Honored Professor, School of Management, Fudan University, Shanghai China, 2010; IBM Faculty Fellow Award for Services Science research, 2005; Named PetSmart Chair in Services Leadership, 2003; Career Contributions to the Services Discipline award from the American Marketing Association, 2003
Professional Leadership
Conference Co-Chair, International Joint Conference on Service Sciences, Yuan Ze University of Taiwan, Taiwan, June 2011; Co-Chair for Services and Retailing Track (with Amy Ostrom), Winter AMA Educators Conference, February 2011; Co-Chair, American Marketing Association, Sheth Ph.D. Consoritium, 2007; Conference Co-Chair, Frontiers in Services Conference, 2005; Editorial Review Board Member: Service Science, 2008-present; Journal of Marketing, 1994-2005; 2008-present; Journal of Service Management (formerly IJSIM), 2004-present; Journal of Service Research, 1997-present.
Representative Publications
Cadwallader, Susan, Cheryl Burke Jarvis, Amy L. Ostrom and Mary Jo Bitner, “Frontline Employee Motivation to Participate in Service Innovation Implementation,” Journal of the Academy of Marketing Science, Vol. 38, No. 2, 251-, 2010.
Ostrom, Amy L., Mary Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and Elliot Rabinovich, “Moving Forward and Making a Difference: Research Priorities for the Science of Service,” Journal of Service Research, 13 (1), February 2010, 4-36.
Zeithaml, Valarie, Mary Jo Bitner and Dwayne D. Gremler, "Services Marketing: Integrating Customer Focus Across the Firm," 6th edition, New York: McGraw-Hill, 2013.
Bitner, Mary Jo, Amy L. Ostrom, and Felicia N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation," California Management Review, Spring 2008, 66-94.
