Dr. Mary Jo Bitner
Professor & Co-Executive Director
Center for Services Leadership, W. P. Carey School of Business
Arizona State University
Dr. Mary Jo Bitner is Professor of Marketing, Edward M. Carson Chair, and Co-Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. She received the American Marketing Association’s SERVSIG recognition for Career Contributions to the Services Discipline Award and contributed over three decades of service research, publishing in leading marketing and management journals.r.
Her primary research foci are on customer-employee interactions, technology-delivered service, service infusion, and customer satisfaction. She is co-author of Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, 7th edition, 2017), content used at universities worldwide and translated into multiple languages. Dr. Bitner is currently the editor in chief of the Journal of Service Research, the service discipline’s leading international journal.