Mary Jo Bitner Google Scholar: h-index, Total Citations, and Citation Map
Mary Jo Bitner's h-index is 72 (110 i10-index, 119,824+ total citations across 176+ publications) according to Google Scholar as of October 2026. Mary Jo Bitner is affiliated with Professor Emeritus of Marketing, Arizona State University.
Mary Jo Bitner is a researcher affiliated with Professor Emeritus of Marketing, Arizona State University, specializing in marketing, service marketing, service encounters. Their work has been cited 119,824 times. This profile visualizes their global influence, highlighting strong citation networks in United States.
Mary Jo Bitner's Citation Metrics
Bibliometric impact based on 176 indexed publications. Of these, 19 are original research articles — the rest are literature highlights, conference abstracts or theses.
- H-Index
- 72
- i10-Index
- 110
- Total Citations
- 119,824
- Citing Countries
- 42
As of October 2026.
Mary Jo Bitner has an h-index of 72 and 119,824 total citations across 176 publications, with research cited by institutions in 42 countries.
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Services marketing: Integrating customer focus across the firm
200029,568
Top Citing Countries
Top Citing Institutions
Visa Evidence Package
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Significant Contributions
Auto-detected research lines — a seminal paper and the follow-up work building on it. Review and edit before using in a petition. Each Free PDF opens in a new tab — EB-1A organises this into the structure USCIS applies to Criterion 5 of 8 CFR § 204.5(h)(3)(v); EB-1B re-frames it under § 204.5(i)(3) (outstanding researcher); NIW presents it under prong 2 of Matter of Dhanasar.
The researcher established a foundational framework for evaluating how physical surroundings and employee responses jointly shape service encounter outcomes.
The researcher established a foundational framework for integrating customer focus across the firm, fundamentally reshaping services marketing strategy through a seminal, highly cited publication.
The researcher established a foundational framework for understanding customer satisfaction in technology-based service encounters, significantly advancing the study of self-service technologies.
Citation trend (last 10 years)Click to expand
Citation Trend (Last 10 Years)
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About Mary Jo Bitner's research
Mary Jo Bitner is a researcher in marketing, service marketing and service encounters at Professor Emeritus of Marketing, Arizona State University. Their work has been cited 119,824 times across 176 publications (h-index 72), according to Google Scholar.
Their most-cited work, “Services marketing: Integrating customer focus across the firm” (2000), has accumulated 29,568 citations. Other influential works include “Servicescapes: The Impact of Physical Surroundings on Customers and Employees” (1992) with 15,125 citations and “Evaluating service encounters: The effects of physical surroundings and employee responses” (1990) with 10,838 citations.
Citations of Mary Jo Bitner's research come primarily from United States, Indonesia and China, reflecting international research impact across 5+ countries. The interactive citation map above shows the full geographic distribution of the institutions citing this work.
