Dr. Mary Jo Bitner

Dr. Mary Jo Bitner is a prominent scholar in the field of marketing, particularly known for her research on services marketing and customer experience. She has contributed significantly to understanding how interactions between businesses and customers shape satisfaction and loyalty. Her work emphasizes the importance of service environments and emotional connections in consumer behavior. Dr. Bitner is co-creator of the Service Marketing Triangle, which illustrates the relationships between companies, employees, and customers in delivering quality service. Her insights have influenced how businesses approach customer service and relationship management in today’s competitive marketplace.