PetSmart Chair in Service Leadership
Ph.D., Northwestern University, 1996; B.A., Arizona State University, 1991
Cadwallader, Susan, Cheryl Jarvis, Mary Jo Bitner, and Amy L. Ostrom, "Frontline Employee Motivation to Participate in Service Innovation Implementation."
Brown, Stephen P., Son K. Lam, Amy L. Ostrom, and Stephen W. Brown, "A Meta-Analysis of Service Quality."
Lawrence, Katherine, James Ward, and Amy Ostrom, "Ideal Identity Affirmation: How Being Affirmed within a Brand Community Affects Loyalty to the Brand."
Arizona State University: 1996-present. Previous Appointments: Northwestern University
Career and Professional Awards; Teaching Awards
W. P. Carey School of Business, Huizingh Award, Honors Teacher of the Year, 2009; ASU Parents Association Professor of the Year, 2007; W. P. Carey School of Business, Huizingh Award, Outstanding Undergraduate Professor, 2007; Named Honors Disciplinary Faculty by Barrett, The Honors College, 2006-present
Editorial Review Board: International Journal of Service Industry Management, 2007-present, Journal of the Academy of Marketing Science, 2000-2003, Journal of Consumer Psychology, 2000-2002; Member: American Marketing Association, Association for Consumer Research, Society for Consumer Psychology
Bitner, Mary Jo, Amy L. Ostrom, and Felicia N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation," California Management Review, 50 (3), 66-94.
Rosenbaum, Mark, Beth Walker, James Ward, and Amy Ostrom, (2007) "A Cup of Coffee with a Dash of Love: An Investigation of Commercial Social Support and Third-Place Attachment," Journal of Service Research, 10, 43-59.
Ward, James and Amy Ostrom (2006), "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, 33, 220-230.
ASU is a tier 1 research university and W. P. Carey is proud of its strong tradition of teaching and classroom excellence. Our students directly benefit from the research and theories our faculty brings into the classroom. Below is a list of courses being taught during the current semester by this faculty member. Click a course to view it in the ASU course catalog.
MKT 303 - Honors Marketing Theory & Prac
Covers basic applications of marketing concepts to problems that are common to marketing managers.
MKT 791 - Seminar
A small class emphasizing discussion, presentations by students, and written research papers.