Bitner, Mary Jo

Mary Jo Bitner is a distinguished scholar in the field of marketing, particularly known for her research on customer service and experience management. She has contributed significantly to understanding how businesses can design and deliver memorable, high-quality interactions with their customers. Her work helps organizations improve customer satisfaction, loyalty, and overall service effectiveness by focusing on aspects like service quality, frontline employee performance, and customer expectations. Through her academic research and consulting, Bitner provides valuable insights for creating positive service environments that enhance customer relationships and business success.