Ruth N. Bolton

Research.com Recognitions

• 2016 - AMA-Irwin-McGraw-Hill Distinguished Marketing Educator Award, American Marketing Association
• 2016 - Fellow of the American Marketing Association

Overview

Best Publications

• A Multistage Model of Customers' Assessments of Service Quality and Value

  Ruth N. Bolton;James H. Drew

  4265
  Citations

• A model of customer satisfaction with service encounters involving failure and recovery

  Amy K. Smith;Ruth N. Bolton;Janet Wagner

  3787
  Citations

• A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

  Stephen C. Graves;David B. Kletter;William B. Hetzel;Ruth N. Bolton

  3378
  Citations

• A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes

  Ruth N. Bolton;James H. Drew

  2672
  Citations

• Understanding Generation Y and their use of social media: a review and research agenda

  Ruth N. Bolton;A. Parasuraman;Ankie Hoefnagels;Nanne Migchels

  2091
  Citations

• A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction

  Ruth N. Bolton;Katherine N. Lemon

  2055
  Citations

• IMPLICATIONS OF LOYALTY PROGRAM MEMBERSHIP AND SERVICE EXPERIENCES FOR CUSTOMER RETENTION AND VALUE

  Ruth N. Bolton;P. K. Kannan;Matthew D. Bramlett

  2044
  Citations

• The Service-dominant Logic of Marketing: Dialog, Debate, and Directions

  Robert F. Lusch;Stephen L. Vargo;Ruth N. Bolton;Frederick E. Webster

  1581
  Citations

• A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

  Unknown

  1344
  Citations

• An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters Paradox or Peril

  Amy K. Smith;Ruth N. Bolton

  1236
  Citations

• The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

  Amy K. Smith;Ruth N. Bolton

  1198
  Citations

• The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research

  Ruth N. Bolton;Katherine N. Lemon;Peter C. Verhoef

  1180
  Citations

• The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research

  Ruth N. Bolton;Katherine N. Lemo;Peter C. Verhoef;Katherine N. Lemon

  1126
  Citations

• Customer-to-customer interactions: Broadening the scope of word of mouth research

  Barak Libai;Ruth Bolton;Marnix S. Bügel;Ko de Ruyter

  969
  Citations

• Customer experience challenges: bringing together digital, physical and social realms

  Ruth N. Bolton;Janet R. McColl-Kennedy;Lilliemay Cheung;Andrew Gallan

  749
  Citations

• A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors

  Sabine Benoit;Thomas L. Baker;Ruth N. Bolton;Thorsten Gruber

  700
  Citations

• Interactive Services: A Framework, Synthesis and Research Directions

  Ruth Bolton;Shruti Saxena-Iyer

  641
  Citations

• A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes

  Unknown

  559
  Citations

• A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction

  Unknown

  555
  Citations

• Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management

  Paul D. Berger;Ruth N. Bolton;Douglas Bowman;Elten Briggs

  470
  Citations

• Small details that make big differences : A radical approach to consumption experience as a firm's differentiating strategy

  Ruth N. Bolton;Anders Gustafsson;Janet McColl-Kennedy;Nancy J. Sirianni

  447
  Citations

• Linking Customer Satisfaction to Service Operations and Outcomes

  Ruth N. Bolton;James H. Drew

  405
  Citations

• The Relationship Between Market Characteristics and Promotional Price Elasticities

  Ruth N. Bolton

  370
  Citations