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Education
Ph.D., Northwestern University, 1996; B.A., Arizona State University, 1991
Current Projects
Cadwallader, Susan, Cheryl Jarvis, Mary Jo Bitner, and Amy L. Ostrom, "Frontline Employee Motivation to Participate in Service Innovation Implementation."
Brown, Stephen P., Son K. Lam, Amy L. Ostrom, and Stephen W. Brown, "A Meta-Analysis of Service Quality."
Lawrence, Katherine, James Ward, and Amy Ostrom, "Ideal Identity Affirmation: How Being Affirmed within a Brand Community Affects Loyalty to the Brand."
Academic Positions
Arizona State University: 1996-present. Previous Appointments: Northwestern University
Career and Professional Awards; Teaching Awards
W. P. Carey School of Business, Huizingh Award, Honors Teacher of the Year, 2009; ASU Parents Association Professor of the Year, 2007; W. P. Carey School of Business, Huizingh Award, Outstanding Undergraduate Professor, 2007; Named Honors Disciplinary Faculty by Barrett, The Honors College, 2006-present
Professional Leadership
Editorial Review Board: International Journal of Service Industry Management, 2007-present, Journal of the Academy of Marketing Science, 2000-2003, Journal of Consumer Psychology, 2000-2002; Member: American Marketing Association, Association for Consumer Research, Society for Consumer Psychology
Representative Publications
Bitner, Mary Jo, Amy L. Ostrom, and Felicia N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation," California Management Review, 50 (3), 66-94.
Rosenbaum, Mark, Beth Walker, James Ward, and Amy Ostrom, (2007) "A Cup of Coffee with a Dash of Love: An Investigation of Commercial Social Support and Third-Place Attachment," Journal of Service Research, 10, 43-59.
Ward, James and Amy Ostrom (2006), "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, 33, 220-230.
