Amy Ostrom

About

Amy L. Ostrom is President’s Professor and Vice Dean, Professor of Marketing, and the PetSmart Chair in Services Leadership at the W. P. Carey School of Business at Arizona State University (ASU). She is also the Interim Chair of the Department of Marketing. She received her PhD in Marketing from Northwestern University and her undergraduate degree in Psychology from ASU. Her research focuses on issues related to services marketing including customers’ adoption and evaluation of service-relevant technology, especially emerging technologies that influence the organizational frontline, customers’ roles in creating service outcomes, and transformative service, which examines the relationship between service and well-being. Her work has appeared in a number of journals including the Journal of Marketing, the Journal of Consumer Research, the Journal of Service Research, and the Journal of Public Policy and Marketing. She is currently an Associate Editor for the Journal of Service Research. Professor Ostrom has been recognized with teaching awards at the college, university, and state level and has led numerous open enrollment and custom executive and continuing education workshops involving participants from startups to Fortune 500 companies across diverse industries such as technology, insurance, education, transportation, energy, and healthcare.

Research topics

• Political Science
• Computer Science
• Sociology
• Marketing
• Knowledge management
• Public relations
• Business
• Social Science
• Engineering
• Management

Selected publications

• Service Research Priorities in a Rapidly Changing Context

  Journal of Service Research · 2015-04-13 · 1439 citations

  article1st authorCorresponding

  The context in which service is delivered and experienced has, in many respects, fundamentally changed. For instance, advances in technology, especially information technology, are leading to a proliferation of revolutionary services and changing how customers serve themselves before, during, and after purchase. To understand this changing landscape, the authors engaged in an international and interdisciplinary research effort to identify research priorities that have the potential to advance th…

  PublisherDOI

• Domo Arigato Mr. Roboto

  Journal of Service Research · 2016-11-28 · 1230 citations

  articleOpen access

  Technology is rapidly changing the nature of service, customers’ service frontline experiences, and customers’ relationships with service providers. Based on the prediction that in the marketplace of 2025, technology (e.g., service-providing humanoid robots) will be melded into numerous service experiences, this article spotlights technology’s ability to engage customers on a social level as a critical advancement of technology infusions. Specifically, it introduces the novel concept of automate…

  PublisherOA PDFDOI

• Transformative service research: An agenda for the future

  Journal of Business Research · 2012-10-11 · 933 citations

  article
  PublisherDOI

• Transformative Service Research

  Journal of Service Research · 2015-07-10 · 451 citations

  articleOpen accessSenior author

  As humans and consumers, we spend much of our time immersed in an array of services and service systems (e.g., telecommunications, education, financial, government, and health care) that affect almost every aspect of our lives. Our continuous connection with and usage of services and the implications they have for our lives go far beyond questions related to traditional service dependent measures such as service quality, customer satisfaction, and loyalty. Service fundamentally affects our lives…

  PublisherOA PDFDOI

• “Futurizing” smart service: implications for service researchers and managers

  Journal of Services Marketing · 2015-09-14 · 344 citations

  articleOpen access

  Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedb…

  PublisherOA PDFDOI

Frequent coauthors

• Dawn Iacobucci

  Vanderbilt University

  16 shared

• Mary Jo Bitner

  Emerald Coast Science Center

  15 shared

• Laurel Anderson

  Arizona State University

  11 shared

• Martin Mende

  8 shared

• Lia Patrício

  Universidade do Porto

  6 shared

• Matthew L. Meuter

  California State University, Chico

  6 shared

• Mark S. Rosenbaum

  Citadel

  5 shared

• Raymond P. Fisk

  Texas State University

  5 shared

Education

• Ph.D., Marketing

  Northwestern University

• B.A., Psychology

  Arizona State University

Awards & honors

• ASU President's Professor, 2011-present
• Journal of Service Research, Best Article Award, Volume 13,…
• W. P. Carey School of Business Huizingh Award, Outstanding S…
• Huizingh Award, Honors Teacher of the Year, 2009
• Huizingh Award, Outstanding Undergraduate Professor, 2007

Similar researchers at Arizona State University

• Thomas Choih-59
• Hendrik Bessembinderh-48
• Kevin Dooleyh-46