10月18日市场营销系讲座：How Truthful are Customers’ Moments of Truth?

讲座题目：

How Truthful are Customers’ Moments of Truth?

Understanding Consumer Perceptions of Employee Authenticity During Service Encounters

演讲者： Dr. Mary Jo Bitner

　　　　 W. P. Carey School of Business，Arizona State University

　演讲者介绍：

Mary Jo Bitner, Ph.D. is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in 　the W. P. Carey School of Business, Arizona State University.　 She has received the American Marketing Association’s SERVSIG recognition for Career Contributions to the Services Discipline Award and she also received an IBM Faculty Award for her pioneering work in service science.　 Dr. Bitner has published more than forty-five journal articles appearing in Journal of Marketing, Journal of Service Research, Journal of the Academy of Marketing Science, Journal of Service Management, California Management Review, Journal of Retailing, and others.　 She is co-author of Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, 5th edition, 2009), a leading text in services that has been translated into numerous languages and is used at universities across the U.S. and worldwide.　

主持人：市场营销系裘理瑾博士

时间：1：30—3：00，10月18日（周二）

地点：史带楼304室