Mary J. Bitner's research while affiliated with Washington State University and other places
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Publications (4)
This article presents results of a study which examined the structure of the travel and tourism distribution system, as well as the operations, motivations, and interactions of the intermediaries of that system. The study also explored the way the travel and tourism distribution system will operate in the future.
The effects of airline deregulation on the U. S. travel agency industry are examined in this article. In September 1981, after this article was submitted for publication, the Civil Aeronautics Board (CAB) made its final decision on the pricing phase of the Competitive Marketing case. The CAB's final decision is a form of maximum tariffs as this art...
The purpose of this paper is to outline some new managerial tools for the tourism industry. The thesis pursued here is that the managers of service operations face a number of challenges distinctly different from those encountered by managers of goods-producing activities; and therefore that tourism managers require management technologies designed...
Citations
... Although the role played by city managers in city image communication is crucial (Booms and Bitner, 1980;Krupskyi and Grynko, 2018), the PMRT model highlights the importance of the audience, which includes both residents and tourists. And it advocates the need to think about residents in city image communication (Braun et al., 2013) and the power of the social media user (Sevin, 2014;Wang and Feng, 2021). ...
... According to Morrison's (1989), the marketing mix consists of eight elements known as models for tourism marketing (Pomering et al., 2009). Based on the phenomenological approach taken by Booms and Bitner's (1981), it includes products, prices, promotions, distribution channels. ...
... Kotler's (1973) idea of atmospherics or "quality of the surrounding space" (p. 50) was advanced by Booms and Bitner (1982), who described the physical retail environment as" the environment in which the service is assembled and in which seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service" (p. 36). ...
... A restaurant's physical atmosphere may reinforce a company's product image, reshape the expectations of customers, and explicitly affect customer satisfaction (Bitner and Booms, 1982). Hanaysha (2016) noted that the essence of the physical environment, namely temperature, illumination, smell, noise, mood, and music, involves both tangible and intangible factors within and around a restaurant. ...
