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Bitner, Mary Jo
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1

What unhappy customers want:

, In: MIT sloan management review / publ. quarterly by the Massachussetts Institute of Technology at the MIT Sloan School of Management
Grainer, Marc ; Noble, Charles H. ; Broetzmann, Scott M... (2013/14)  3 - p. 31-35
Copies:  Zentrale: z bwl 037/294; Zentrale:Magazin Zs fc 7294
 
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2

Branded service encounters 

, In: Journal of marketing / American Marketing Association
strategically aligning employee behavior with the brand pos... 
Sirianni, Nancy J. ; Bitner, Mary Jo ; Brown, Stephen Walter.. (2013)  6 - p. 108-123
Copies:  Zentrale: z bwl 419 jc/922; Zentrale:Magazin Zs fb 3922
 
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3

Decoding costumer-firm relationships 

, In: Journal of marketing research / American Marketing Association
how attachment styles help explain customers' preferences t... 
Mende, Martin. (2013)  1 - p. 125-142
Copies:  Zentrale: z bwl 419 jc/085; Zentrale:Magazin Zs fb 4085
 
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4

Service blueprinting: a practical technique for service inn..:

, In: California management review / BerkeleyHaas, Haas School of Business, University of California Berkeley
Bitner, Mary Jo ; Ostrom, Amy L. ; Morgan, Felicia N.. (2007/08)  3 - p. 66-94
Copies:  Zentrale: z bwl 037/286; Zentrale:Magazin Zs fc 5286
 
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