| Services marketing: Integrating customer focus across the firm VA Zeithaml, MJ Bitner, DD Gremler, A Pandit McGraw-Hill/Irwin, 2006 | 15474* | 2006 |
| Servicescapes: The impact of physical surroundings on customers and employees MJ Bitner Journal of marketing 56 (2), 57-71, 1992 | 8514 | 1992 |
| Evaluating service encounters: the effects of physical surroundings and employee responses MJ Bitner Journal of marketing 54 (2), 69-82, 1990 | 7662 | 1990 |
| The service encounter: diagnosing favorable and unfavorable incidents MJ Bitner, BH Booms, MS Tetreault Journal of marketing 54 (1), 71-84, 1990 | 6734 | 1990 |
| Relational benefits in services industries: the customer’s perspective KP Gwinner, DD Gremler, MJ Bitner Journal of the academy of marketing science 26 (2), 101-114, 1998 | 3422 | 1998 |
| 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 | 3209 | 2000 |
| Critical service encounters: The employee's viewpoint MJ Bitner, BH Booms, LA Mohr Journal of marketing 58 (4), 95-106, 1994 | 2647 | 1994 |
| Marketing strategies and organizational structures for service firms B Booms Marketing of services, 1981 | 2319 | 1981 |
| Encounter satisfaction versus overall satisfaction versus quality MJ Bitner, AR Hubbert Service quality: New directions in theory and practice 34 (2), 72-94, 1994 | 2302 | 1994 |
| Technology infusion in service encounters MJ Bitner, SW Brown, ML Meuter Journal of the Academy of marketing Science 28 (1), 138-149, 2000 | 2006 | 2000 |
| Building service relationships: it's all about promises MJ Bitner Journal of the Academy of marketing science 23 (4), 246-251, 1995 | 1595 | 1995 |
| 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 | 1551 | 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 | 1468 | 2005 |
| Tracking the evolution of the services marketing literature RP Fisk, SW Brown, MJ Bitner Journal of retailing 69 (1), 61-103, 1993 | 1457 | 1993 |
| Marketing de servicios VA Zeithaml, MJ Bitner, DD Gremler, JPC Davalos, IL Espinosa McGraw-Hill, 2009 | 1433 | 2009 |
| Customer contributions and roles in service delivery M Jo Bitner, WT Faranda, AR Hubbert, VA Zeithaml International journal of service industry management 8 (3), 193-205, 1997 | 1288 | 1997 |
| Service blueprinting: a practical technique for service innovation MJ Bitner, AL Ostrom, FN Morgan California management review 50 (3), 66-94, 2008 | 1267 | 2008 |
| Marketing de Serviços-: A Empresa com Foco no Cliente VA Zeithaml, MJ Bitner, DD Gremler AMGH Editora, 2014 | 1207 | 2014 |
| 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 | 944 | 2003 |
| The role of employee effort in satisfaction with service transactions LA Mohr, MJ Bitner Journal of Business Research 32 (3), 239-252, 1995 | 736 | 1995 |
