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Amy L. Ostrom
Researcher at Arizona State University
Publications - 50
Citations - 16803
Amy L. Ostrom is an academic researcher from Arizona State University. The author has contributed to research in topics: Service (business) & Service design. The author has an hindex of 33, co-authored 50 publications receiving 14785 citations. Previous affiliations of Amy L. Ostrom include Northwestern University.
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The influence of technology anxiety on consumer use and experiences with self-service technologies
TL;DR: In this paper, the authors explore usage patterns and benefits of using self-service technologies (SSTs) based on a sample of 823 consumers and assess the influence of individual characteristics, specifically technology anxiety (TA) and particular demographics, on SST usage and satisfaction levels.
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Consumer Trade-Offs and the Evaluation of Services:
Amy L. Ostrom,Dawn lacobucci +1 more
TL;DR: In this article, the evaluation of services by consumers in terms of service attributes that should have an impact on judgments as well as the nature of the judgments themselves is investigated, and a conjoint analysi...
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Client Co-Production in Knowledge-Intensive Business Services:
TL;DR: In this paper, the authors describe clients' key role responsibilities that are essential for effective client co-production in KIBS partnerships and present strategies that service providers can use to manage clients so they perform their roles effectively.
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Transformative service research: An agenda for the future
Laurel Anderson,Amy L. Ostrom,Canan Corus,Raymond P. Fisk,Andrew S. Gallan,Mario Giraldo,Martin Mende,Mark Mulder,Steven W. Rayburn,Mark S. Rosenbaum,Kunio Shirahada,Jerome D. Williams +11 more
TL;DR: In this article, the authors present a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and consumer research and focuses on well-being outcomes related to service and services.
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Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences
Jenny van Doorn,Martin Mende,Stephanie M. Noble,John Hulland,Amy L. Ostrom,Dhruv Grewal,J. Andrew Petersen +6 more
TL;DR: In this paper, the authors predict that in the marketplace, technology is rapidly changing the nature of service, customers' service frontline experiences, and customers' relationships with service providers, based on the prediction that in 2019, the prediction will be confirmed.