Amy Ostrom
Amy Ostrom
Professor of Marketing, Arizona State University
Verified email at - Homepage
Cited by
Cited by
Self-service technologies: understanding customer satisfaction with technology-based service encounters
ML Meuter, AL Ostrom, RI Roundtree, MJ Bitner
Journal of marketing 64 (3), 50-64, 2000
Moving forward and making a difference: research priorities for the science of service
AL Ostrom, MJ Bitner, SW Brown, KA Burkhard, M Goul, V Smith-Daniels, ...
Journal of service research 13 (1), 4-36, 2010
Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies
ML Meuter, MJ Bitner, AL Ostrom, SW Brown
Journal of marketing 69 (2), 61-83, 2005
Service blueprinting: a practical technique for service innovation
MJ Bitner, AL Ostrom, FN Morgan
California management review 50 (3), 66-94, 2008
Service research priorities in a rapidly changing context
AL Ostrom, A Parasuraman, DE Bowen, L Patrício, CA Voss
Journal of service research 18 (2), 127-159, 2015
The influence of technology anxiety on consumer use and experiences with self-service technologies
ML Meuter, AL Ostrom, MJ Bitner, R Roundtree
Journal of business research 56 (11), 899-906, 2003
Consumer trade-offs and the evaluation of services
A Ostrom, D Lacobucci
Journal of marketing 59 (1), 17-28, 1995
Client co-production in knowledge-intensive business services
LA Bettencourt, AL Ostrom, SW Brown, RI Roundtree
California management review 44 (4), 100-128, 2002
Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences
J Van Doorn, M Mende, SM Noble, J Hulland, AL Ostrom, D Grewal, ...
Journal of service research 20 (1), 43-58, 2017
Transformative service research: An agenda for the future
L Anderson, AL Ostrom, C Corus, RP Fisk, AS Gallan, M Giraldo, ...
Journal of Business Research 66 (8), 1203-1210, 2013
Complaining to the masses: The role of protest framing in customer-created complaint web sites
JC Ward, AL Ostrom
Journal of consumer Research 33 (2), 220-230, 2006
Distinguishing service quality and customer satisfaction: the voice of the consumer
D Iacobucci, A Ostrom, K Grayson
Journal of consumer psychology 4 (3), 277-303, 1995
Implementing successful self-service technologies
MJ Bitner, AL Ostrom, ML Meuter
Academy of management perspectives 16 (4), 96-108, 2002
The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration
D Iacobucci, KA Grayson, A Ostrom
Advances in services marketing and management 3 (C), 1-67, 1994
Transformative service research: advancing our knowledge about service and well-being
L Anderson, AL Ostrom
Journal of service research 18 (3), 243-249, 2015
Frontline employee motivation to participate in service innovation implementation
S Cadwallader, CB Jarvis, MJ Bitner, AL Ostrom
Journal of the Academy of Marketing Science 38, 219-239, 2010
Commercial and interpersonal relationships; using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm …
D Iacobucci, A Ostrom
International Journal of research in Marketing 13 (1), 53-72, 1996
Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters
D Iacobucci, A Ostrom
Journal of consumer psychology 2 (3), 257-286, 1993
“Futurizing” smart service: implications for service researchers and managers
NV Wünderlich, K Heinonen, AL Ostrom, L Patricio, R Sousa, C Voss, ...
Journal of Services Marketing 29 (6/7), 442-447, 2015
A cup of coffee with a dash of love: An investigation of commercial social support and third-place attachment
MS Rosenbaum, J Ward, BA Walker, AL Ostrom
Journal of Service research 10 (1), 43-59, 2007
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