| Services marketing: Integrating customer focus across the firm VA Zeithaml, MJ Bitner, DD Gremler McGraw-Hill, 2018 | 28368* | 2018 |
| Servicescapes: The impact of physical surroundings on customers and employees MJ Bitner Journal of marketing 56 (2), 57-71, 1992 | 13375 | 1992 |
| Evaluating service encounters: the effects of physical surroundings and employee responses MJ Bitner Journal of marketing 54 (2), 69-82, 1990 | 10454 | 1990 |
| The service encounter: diagnosing favorable and unfavorable incidents MJ Bitner, BH Booms, MS Tetreault Journal of marketing 54 (1), 71-84, 1990 | 8828 | 1990 |
| 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 | 4781 | 2000 |
| Relational benefits in services industries: the customer’s perspective KP Gwinner, DD Gremler, MJ Bitner Journal of the academy of marketing science 26, 101-114, 1998 | 4492 | 1998 |
| Critical service encounters: The employee's viewpoint MJ Bitner, BH Booms, LA Mohr Journal of marketing 58 (4), 95-106, 1994 | 3452 | 1994 |
| Encounter satisfaction versus overall satisfaction versus quality: the customer's voice MJ Bitner, AR Hubbert Service quality: New directions in theory and practice, 72-94, 1994 | 3279 | 1994 |
| Technology infusion in service encounters MJ Bitner, SW Brown, ML Meuter Journal of the Academy of marketing Science 28 (1), 138-149, 2000 | 2751 | 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 | 2400 | 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 | 2379 | 2005 |
| Service blueprinting: a practical technique for service innovation MJ Bitner, AL Ostrom, FN Morgan California management review 50 (3), 66-94, 2008 | 2140 | 2008 |
| Building service relationships: It's all about promises MJ Bitner Journal of the Academy of marketing science 23 (4), 246-251, 1995 | 2019 | 1995 |
| Tracking the evolution of the services marketing literature RP Fisk, SW Brown, MJ Bitner Journal of retailing 69 (1), 61-103, 1993 | 1910 | 1993 |
| Customer contributions and roles in service delivery MJ Bitner, WT Faranda, AR Hubbert, VA Zeithaml International journal of service industry management 8 (3), 193-205, 1997 | 1796 | 1997 |
| Marketing de serviços-: a empresa com foco no cliente VA Zeithaml, MJ Bitner, DD Gremler Amgh Editora, 2014 | 1736 | 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 | 1638 | 2003 |
| The role of employee effort in satisfaction with service transactions LA Mohr, MJ Bitner Journal of Business research 32 (3), 239-252, 1995 | 999 | 1995 |
| Implementing successful self-service technologies MJ Bitner, AL Ostrom, ML Meuter Academy of management perspectives 16 (4), 96-108, 2002 | 826 | 2002 |
| Service customization through employee adaptiveness KP Gwinner, MJ Bitner, SW Brown, A Kumar Journal of Service Research 8 (2), 131-148, 2005 | 594 | 2005 |
