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AMY.OSTROM@asu.edu

Chair (FSC) & President's Prof
WPC Marketing
Faculty w/Admin Appointment
Mail Code: 4106

BAC 478 (Map)
(480)965-6412

Bio

View Vita

Education
Ph.D., Northwestern University, 1996; B.A., Arizona State University, 1991

Current Projects
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."

Academic Positions
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

Professional Leadership
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

Representative Publications
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.

Courses

Summer 2015

Courses Taught This Semester
Course Number Course Title
MKT 484 Internship
MKT 493 Honors Thesis
MKT 499 Individualized Instruction
MKT 590 Reading and Conference
MKT 592 Research
MKT 599 Thesis
MKT 790 Reading and Conference
MKT 791 Seminar
MKT 792 Research
MKT 795 Continuing Registration
MKT 799 Dissertation

Spring 2015

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac

Fall 2014

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac
MKT 791 Seminar

Spring 2014

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac

Fall 2013

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac
MKT 791 Seminar

Spring 2013

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac

Fall 2012

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac
MKT 442 Services Marketing Strategy

Spring 2012

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac

Fall 2011

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac
MKT 442 Services Marketing Strategy

Fall 2010

Courses Taught This Semester
Course Number Course Title
MKT 303 Honors Marketing Theory & Prac

Research Activity Research Awards

  1. Sandler,Irwin Noah * , Bitner,M J , Braver,Sanford L , Chassin,Laurie , Gonzales,Nancy A , Millsap,Roger E , Ostrom,Amy , Wolchik,Sharlene , . ASU Prevention Research Center for Families in Stress - Operations Core. HHS-NIH-NIMH (7/1/2009 - 6/30/2012).
  2. Sandler,Irwin Noah * , Bitner,M J , Braver,Sanford L , Chassin,Laurie , Gonzales,Nancy A , Millsap,Roger E , Ostrom,Amy , Smith-Daniels,Vicki Lynn , Wolchik,Sharlene , . ASU Prevention Research Center for Families in Stress. HHS-NIH-NIMH (7/1/2006 - 6/30/2011).
  3. Sandler,Irwin Noah * , Bitner,M J , Braver,Sanford L , Chassin,Laurie , Gonzales,Nancy A , Millsap,Roger E , Ostrom,Amy , Smith-Daniels,Vicki Lynn , Wolchik,Sharlene , . ASU Prevention Research Center for Families in Stress. HHS-NIH-NIMH (9/30/2005 - 6/30/2006).

* principal investigator

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