Mary Jo Bitner

Mary Jo Bitner is a prominent figure in the field of marketing, particularly known for her research in services marketing and customer relationship management. She has contributed significantly to understanding how customer experiences and interactions with businesses shape perceptions and satisfaction. Bitner's work often emphasizes the role of the physical environment in service delivery, known as "servicescapes," and how it influences customer behavior. Her insights have helped businesses enhance their service quality and create better experiences for customers, making her an influential voice in marketing education and practice.