Works matching AU Bolton, Ruth N.

Results: 43

Covering the market.

Published in:

Marketing Research, 1994, v. 6, n. 3, p. 30

By:

Bolton, Ruth N.

Publication type:

Article

Designing satisfying service encounters: website versus store touchpoints.

Published in:

Journal of the Academy of Marketing Science, 2022, v. 50, n. 1, p. 85, doi. 10.1007/s11747-021-00808-9

By:

Bolton, Ruth N.;
Gustafsson, Anders;
Tarasi, Crina O.;
Witell, Lars

Publication type:

Article

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

Published in:

Journal of the Academy of Marketing Science, 2004, v. 32, n. 3, p. 271, doi. 10.1177/0092070304263341

By:

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

Publication type:

Article

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

Published in:

Journal of the Academy of Marketing Science, 2002, v. 30, n. 1, p. 5, doi. 10.1177/03079450094298

By:

Smith, Amy K.;
Bolton, Ruth N.

Publication type:

Article

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

Published in:

Journal of Consumer Research, 1991, v. 17, n. 4, p. 375, doi. 10.1086/208564

By:

Bolton, Ruth N.;
Drew, James H.

Publication type:

Article

The Relationship Between Customer Complaints to the Firm and Subsequent Exit Behavior.

Published in:

Advances in Consumer Research, 1995, v. 22, n. 1, p. 94

By:

Bolton, Ruth N.;
Bronkhorst, Tina M.

Publication type:

Article

An Exploratory Investigation Of Questionnaire Pretesting With Verbal Protocol Analysis.

Published in:

Advances in Consumer Research, 1991, v. 18, n. 1, p. 558

By:

Bolton, Ruth N.

Publication type:

Article

SIMULTANEOUS VERSUS SEQUENTIAL ESTIMATION OF MULTI-STAGE MODELS OF PERCEPTION, PREFERENCE, AND CHOICE.

Published in:

Advances in Consumer Research, 1986, v. 13, n. 1, p. 463

By:

Bolton, Ruth N.;
Chapman, Randall G.

Publication type:

Article

The Implications of "Big M" Marketing for Modeling Service and Relationships.

Published in:

Marketing Science, 2006, v. 25, n. 6, p. 584, doi. 10.1287/mksc.1050.0171

By:

Bolton, Ruth N.

Publication type:

Article

An Empirical Analysis of Determinants of Retailer Pricing Strategy.

Published in:

Marketing Science, 2004, v. 23, n. 1, p. 28, doi. 10.1287/mksc.1030.0034

By:

Shankar, Venkatesh;
Bolton, Ruth N.

Publication type:

Article

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

Published in:

Marketing Science, 1998, v. 17, n. 1, p. 45, doi. 10.1287/mksc.17.1.45

By:

Bolton, Ruth N.

Publication type:

Article

PRETESTING QUESTIONNAIRES: CONTENT ANALYSES OF RESPONDENTS' CONCURRENT VERBAL PROTOCOLS.

Published in:

Marketing Science, 1993, v. 12, n. 3, p. 280, doi. 10.1287/mksc.12.3.280

By:

Bolton, Ruth N.

Publication type:

Article

THE RELATIONSHIP BETWEEN MARKET CHARACTERISTICS AND PROMOTIONAL PRICE ELASTICITIES.

Published in:

Marketing Science, 1989, v. 8, n. 2, p. 153, doi. 10.1287/mksc.8.2.153

By:

Bolton, Ruth N.

Publication type:

Article

Decoding Customer-Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth.

Published in:

Journal of Marketing Research (JMR), 2013, v. 50, n. 1, p. 125, doi. 10.1509/jmr.10.0072

By:

MENDE, MARTIN;
BOLTON, RUTH N.;
BITNER, MARY JO

Publication type:

Article

SEARCHING FOR POSITIVE RETURNS AT THE TRACK: A MULTINATIONAL LOGIT MODEL FOR HANDICAPPING HORSE RACES.

Published in:

Management Science, 1986, v. 32, n. 8, p. 1040, doi. 10.1287/mnsc.32.8.1040

By:

Bolton, Ruth N.;
Chapman, Randall G.

Publication type:

Article

To JM on Its 75th Anniversary.

Published in:

Journal of Marketing, 2011, v. 75, n. 4, p. 129, doi. 10.1509/jmkg.75.4.129

By:

Bolton, Ruth N

Publication type:

Article

Balancing Risk and Return in a Customer Portfolio.

Published in:

Journal of Marketing, 2011, v. 75, n. 3, p. 1, doi. 10.1509/jmkg.75.3.1

By:

Tarasi, Crina O;
Bolton, Ruth N;
Hutt, Michael D;
Walker, Beth A

Publication type:

Article

Commentaries and Rejoinder to 'Balancing Risk and Return in a Customer Portfolio'.

Published in:

2011

By:

Selnes, Fred;
Billett, Matthew T;
Tarasi, Crina O;
Bolton, Ruth N;
Hutt, Michael D;
Walker, Beth A

Publication type:

Letter

Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision.

Published in:

Journal of Marketing, 2008, v. 72, n. 1, p. 46, doi. 10.1509/jmkg.72.1.46

By:

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

Publication type:

Article

Linking Marketing to Financial Performance and Firm Value.

Published in:

Journal of Marketing, 2004, v. 68, n. 4, p. 73, doi. 10.1509/jmkg.68.4.73.42727

By:

Bolton, Ruth N.

Publication type:

Article

Invited Commentaries on "Evolving to a New Dominant Logic for Marketing".

Published in:

Journal of Marketing, 2004, v. 68, n. 1, p. 18, doi. 10.1509/jmkg.68.1.18.24035

By:

Bolton, Ruth N.;
Day, George S.;
Deighton, John;
Narayandas, Das;
Gummesson, Evert;
Hunt, Shelby D.;
Prahalad, C. K.;
Rust, Roland T.;
Shugan, Steven M.

Publication type:

Article

Price-Based Global Market Segmentation for Services.

Published in:

Journal of Marketing, 2003, v. 67, n. 3, p. 108, doi. 10.1509/jmkg.67.3.108.18655

By:

Bolton, Ruth N.;
Myers, Matthew B.

Publication type:

Article

Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value.

Published in:

Journal of the Academy of Marketing Science, 2000, v. 28, n. 1, p. 95, doi. 10.1177/0092070300281009

By:

Bolton, Ruth N.;
Kannan, R K.;
Bramlett, Matthew D.

Publication type:

Article

Harnessing Digital Disruption With Marketing Simulations.

Published in:

Journal of Marketing Education, 2019, v. 41, n. 1, p. 15, doi. 10.1177/0273475318803417

By:

Bolton, Ruth N.;
Chapman, Randall G.;
Mills, Adam J.

Publication type:

Article

A longitudinal analysis of the impact of service changes on customer attitudes.

Published in:

Journal of Marketing, 1991, v. 55, n. 1, p. 1, doi. 10.1177/002224299105500101

By:

Bolton, Ruth N.;
Drew, James H.

Publication type:

Article

How customer experience management reconciles strategy differences between East and West.

Published in:

Journal of Global Scholars of Marketing Science, 2021, v. 31, n. 3, p. 273, doi. 10.1080/21639159.2021.1921606

By:

Bolton, Ruth N.;
Gustafsson, Anders;
Tarasi, Crina O.;
Witell, Lars

Publication type:

Article

A Cross-National and Cross-Cultural Approach to Global Market Segmentation: An Application Using Consumers' Perceived Service Quality.

Published in:

Journal of International Marketing, 2010, v. 18, n. 3, p. 18, doi. 10.1509/jimk.18.3.18

By:

Agarwal, James;
Malhotra, Naresh K;
Bolton, Ruth N

Publication type:

Article

The Long View on the Responsibilities of Business and Marketers.

Published in:

Journal of Macromarketing, 2020, v. 40, n. 3, p. 332, doi. 10.1177/0276146720926641

By:

Bolton, Ruth N.

Publication type:

Article

Mitigating the Effect of Service Encounters.

Published in:

Marketing Letters, 1992, v. 3, n. 1, p. 57, doi. 10.1007/BF00994081

By:

Bolton, Ruth N.;
Drew, James H.

Publication type:

Article

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

Published in:

Journal of Marketing Research (JMR), 1999, v. 36, n. 3, p. 356, doi. 10.2307/3152082

By:

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

Publication type:

Article

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

Published in:

Journal of Marketing Research (JMR), 1999, v. 36, n. 2, p. 171, doi. 10.2307/3152091

By:

Bolton, Ruth N.;
Lemon, Katherine N.

Publication type:

Article

Implications of Market Structure for Elasticity Structure.

Published in:

Journal of Marketing Research (JMR), 1988, v. 25, n. 3, p. 229, doi. 10.2307/3172526

By:

Russell, Gary J.;
Bolton, Ruth N.

Publication type:

Article

Quantitative Analyses of Depth Interviews.

Published in:

Psychology & Marketing, 1991, v. 8, n. 4, p. 275, doi. 10.1002/mar.4220080405

By:

Bolton, Ruth N.;
Bronkhorst, Tina M.

Publication type:

Article

The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers.

Published in:

Management Science, 2006, v. 52, n. 12, p. 1811, doi. 10.1287/mnsc.1060.0594

By:

Bolton, Ruth N.;
Lemon, Katherine N.;
Bramlett, Matthew D.

Publication type:

Article

Member Retention and Donations in Nonprofit Service Organizations: The Balance Between Peer and Organizational Identification.

Published in:

Journal of Service Research, 2021, v. 24, n. 2, p. 187, doi. 10.1177/1094670520933676

By:

Fang, Di;
Fombelle, Paul W.;
Bolton, Ruth N.

Publication type:

Article

Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management.

Published in:

Journal of Service Research, 2013, v. 16, n. 2, p. 121, doi. 10.1177/1094670512465958

By:

Tarasi, Crina O.;
Bolton, Ruth N.;
Gustafsson, Anders;
Walker, Beth A.

Publication type:

Article

Comment: Customer Engagement: Opportunities and Challenges for Organizations.

Published in:

Journal of Service Research, 2011, v. 14, n. 3, p. 272, doi. 10.1177/1094670511414582

By:

Bolton, Ruth N.

Publication type:

Article

Why Attachment Security Matters: How Customers' Attachment Styles Influence Their Relationships With Service Firms and Service Employees.

Published in:

Journal of Service Research, 2011, v. 14, n. 3, p. 285, doi. 10.1177/1094670511411173

By:

Mende, Martin;
Bolton, Ruth N.

Publication type:

Article

Forward-Looking Focus: Can Firms Have Adaptive Foresight?

Published in:

Journal of Service Research, 2006, v. 9, n. 2, p. 168, doi. 10.1177/1094670506293731

By:

Zeithaml, Valarie A.;
Bolton, Ruth N.;
Deighton, John;
Keiningham, Timothy L.;
Lemon, Katherine N.;
Petersen, J. Andrew

Publication type:

Article

Striking the Right Balance.

Published in:

Journal of Service Research, 2003, v. 5, n. 4, p. 271, doi. 10.1177/1094670503005004001

By:

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

Publication type:

Article

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

Published in:

Journal of Service Research, 2002, v. 5, n. 1, p. 39, doi. 10.1177/1094670502005001005

By:

Berger, Paul D.;
Bolton, Ruth N.;
Bowman, Douglas;
Briggs, Elten;
Kumar, V.;
Parasuraman, A.;
Terry, Creed

Publication type:

Article

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

Published in:

Journal of Service Research, 1998, v. 1, n. 1, p. 65, doi. 10.1177/109467059800100106

By:

Smith, Amy K.;
Bolton, Ruth N.

Publication type:

Article

Opportunities for Innovation in the Delivery of Interactive Retail Services.

Published in:

Journal of Interactive Marketing, 2010, v. 24, n. 2, p. 155, doi. 10.1016/j.intmar.2010.02.001

By:

Berry, Leonard L.;
Bolton, Ruth N.;
Bridges, Cheryl H.;
Meyer, Jeffrey;
Parasuraman, A.;
Seiders, Kathleen

Publication type:

Article