Amy Ostrom

Department Chair/PetSmart Chair in Service Leadership
Academic Prof w/Admin Appt
TEMPE Campus
Mailcode
4106
Chair (FSC) & President's Prof
Faculty w/Admin Appointment
TEMPE Campus
Mailcode
4106

Biography

Amy Ostrom joined the W. P. Carey School of Business as an assistant professor of marketing in 1996.

Ostroms research interests focus on services marketing, including the relationship between service and well-being known as transformative service, customer adoption and evaluation of technology-enabled services, and the customers role in creating service outcomes. Her passion for service research can be seen in her publication titled Service Research Priorities in a Rapidly Changing Context. Her work has been published in the Journal of Marketing, the Journal of Consumer Research, the Journal of Consumer Psychology, and the Journal of Service Research, among other leading publications.  

Ostrom received her bachelors degree in psychology from Arizona State University and her PhD in marketing from Northwestern University.

Ostrom has been recognized for her achievements in academia, including the 2012 Huizingh Outstanding Undergraduate Service Award, the 2007 ASU Parents Association Professor of the Year, and the Carnegie Foundation for the Advancement of Teachings 2004 Arizona Professor of the Year. Ostrom is also on the editorial review boards for the industry-leading publications Journal of Service Research and Journal of Service Management

Education

  • PhD  Marketing, Northwestern University
  • BA  Psychology, Arizona State University

Research Interests

  • Transformative Service Research
  • Organizational Frontline Issues with a Focus on the Role of Technology
  • Customer Co-Creation and Participation  

Publications

  • van Doorn, Jenny, Martin Mende, Stephanie Noble, John Holland, Dhruv Grewal, Amy L. Ostrom, and Andrew Petersen (2017), “Domo Arigato Mr. Roboto: How Technology Could Change the Service Customer Experience of the Future – A Research Vision and Agenda,” Journal of Service Research, 20 (1), 43-58. 
  • Anderson, Laurel, Jelena Spanjol, Josephine Go Jefferies, Amy L. Ostrom, Courtney Nations, Sterling A. Bone, Hilary Downey, Martin Mende, and Justine M. Rapp (2016), “Responsibility and Well-being: Resource Integration Under Responsibilization in Expert Services,” Journal of Public Policy & Marketing, 35 (2), 262-279. 
  • Anderson, Laurel and Amy L. Ostrom (2015), “Transformative Service Research: Advancing Our Knowledge about Service and Well-being,” Journal of Service Research, Editorial for the special issue on Transformative Service Research, 18 (3), 243-249. 
  • Ostrom, Amy L., A. Parasuraman, David E. Bowen, Lia Patricio, and Christopher A. Voss (2015), “Service Research Priorities in a Rapidly Changing Context,” Journal of Service Research, 18 (2), 127-159.  

Courses

Summer 2017
Course NumberCourse Title
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Spring 2017
Course NumberCourse Title
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Fall 2016
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 584Internship
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Summer 2016
Course NumberCourse Title
MKT 484Internship
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Spring 2016
Course NumberCourse Title
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Fall 2015
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 584Internship
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Summer 2015
Course NumberCourse Title
MKT 484Internship
MKT 493Honors Thesis
MKT 499Individualized Instruction
MKT 590Reading and Conference
MKT 592Research
MKT 599Thesis
MKT 790Reading and Conference
MKT 791Seminar
MKT 792Research
MKT 795Continuing Registration
MKT 799Dissertation
Spring 2015
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
Fall 2014
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 791Seminar
Spring 2014
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
Fall 2013
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 791Seminar
Spring 2013
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
Fall 2012
Course NumberCourse Title
MKT 303Honors Marketing Theory & Prac
MKT 442Services Marketing Strategy

Honors/Awards

  • ASU President's Professor, 2011-present
  • Journal of Service Research, Best Article Award, Volume 13, 2011
  • W. P. Carey School of Business
    • Huizingh Award, Outstanding Service to Students, 2012
    • Huizingh Award, Honors Teacher of the Year, 2009 
    • Huizingh Award, Outstanding Undergraduate Professor, 2007
  • ASU Parents Association Professor of the Year, 2007
  • Arizona Professor of the Year, 2004

Editorships

Editorial Review Board: 

  • Journal of Service Research, 2010-present
  • Journal of Service Managment, 2007-present

 

Work History

Arizona State University: 1996-present

Consulting

More than 20 custom service blueprinting workshops for companies in a diverse set of industries including energy, insurance, education, technology, transportation, and health care.