Mary Jo Bitner
Mary Jo Bitner (* 20th century) is a professor of marketing at Arizona State University and writer on service psychology and marketing.
Act
Bitner is known, among other things, for its differentiation of environmental psychological approaches as a design basis for services based on the environmental psychological behavior model by Albert Mehrabian and James A. Russell : As a reaction to the surrounding environment, customers show a basic behavior in the form of approach or avoidance, with Bitner between
- the dimensions of the surroundings (direct design e.g. through colors, shapes, smells),
- the holistic environment (overall impression),
- the reaction moderators (employees and customers),
- the internal reactions of those involved (cognitive, emotional, psychological) and
- behavior (entry / avoidance, social interaction )
differentiated.
She was awarded the 2003 Career Contributions to the Services Discipline Award of the American Marketing Association awarded.
Publications
- Bitner, Mary Jo (2003): Servicescapes - The impact of physical surroundings on customers and employees; in: Operations Management ; Vol. 3, London 2003, pp. 500-527, ISBN 0-415-24927-9 .
- Bitner, Mary Jo: Service Blueprinting - a practical technique for service innovation; in: California Management Review, Vol. 50 (2008), Issue 3, pp. 66-94, ISSN 0008-1256 .
Web links
personal data | |
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SURNAME | Bitner, Mary Jo |
BRIEF DESCRIPTION | American economist |
DATE OF BIRTH | 20th century |