Bitner’s current research is concerned with service infusion strategies in goods-dominant companies and the strategic roles of technology and contact employees in shaping customer experiences in service contexts. She served as a Distinguished Faculty member at Fudan University, Shanghai, China and taught for many years in ASU’s EMBA program in China. Bitner has received the W. P. Carey School of Business Graduate Teaching Excellence Award and the award for Outstanding Professor, PhD Programs. She was also named an IBM Faculty Fellow and received the inaugural ISSIP Fellow Award for Lifetime Achievement in Service Science, from the International Society for Service Innovation Professionals in 2013. Bitner was awarded the Career Contributions to the Service Discipline Award presented by the American Marketing Association. Alumni of this ongoing program work in companies worldwide, leading the implementation of service and customer-focused strategies. Bitner led the development of the W. P. Carey MBA marketing and service leadership specialization, a unique full-year focus within the nationally ranked W. P. Carey MBA. The book is used at the undergraduate and graduate levels at universities around the world, and has been translated into more than eight different languages. Bitner is co-author of a leading textbook in services: Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 7th edition, 2017. She also served on the Board of the American Marketing Association (AMA) (2011-2014) and as the Editor in Chief of the Journal of Service Research (2013-2017). At ASU she was a founding faculty member of the Center for Services Leadership and has been a leader in its emergence as a premier university-based center for the study of services marketing and management. Bitner has been recognized as one of the pioneers in the field of service marketing and management worldwide. In her more than 25-year career as a professor and researcher, Dr. Carson Chair in Service Marketing, and Professor of Marketing at the W. P. Carey School of Business, Arizona State University (ASU). Mary Jo Bitner is the Co-Executive Director of the Center for Services Leadership, Edward M. In his spare time, Gopa loves to spend time with his wife and children playing with their pet dog, travelling with family, watching his favorite soccer team Manchester City chase the quadruple or listening to music. Gopa resides in Atlanta, GA with his wife and their 2 children. Gopa graduated from Amrita Institute of Technology and Science in India with a Bachelor’s degree in Mechanical Engineering, Master’s degree in Mechanical Engineering from Wayne State University, Detroit, MI and is Six Sigma Green Belt Certified. Serving diverse customer verticals working for Siemens since 2017 and prior to that with General Electric’s Power & Industrial Solutions business, US Technologies & BAeHAL a joint venture of Hindustan Aeronautics Limited, India and BAE Systems, UK. Gopa has 20+ years of experience and held progressive leadership positions in Engineering, Software Development, Product Management, Digital Transformation, Operations Management and Business Process Improvement. He enjoys leading and coaching a team of creative and passionate technologists aspiring to be the future leaders of services, technology and product management. In his role, Gopa and his team drive digital technology & innovation into traditional services portfolio offerings to increase plant availability, equipment reliability and enhance productivity for diverse industrial customers globally. Gopa serves as the Head of Digital Transformation, Services Portfolio and Innovation for Siemens Large Drive Applications Customer Services Business.
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