Ruth Bolton

Professor

  • 7664 Citations
  • 30 h-Index
1983 …2020

Research output per year

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Research Output

2020

Commentary: future directions of the service discipline

Bolton, R. N., Jan 1 2020, (Accepted/In press) In : Journal of Services Marketing.

Research output: Contribution to journalArticle

The Long View on the Responsibilities of Business and Marketers

Bolton, R. N., Jan 1 2020, (Accepted/In press) In : Journal of Macromarketing.

Research output: Contribution to journalArticle

2019

Responsible Research in Retailing: Is Your Research Really Useful?

Bolton, R. N., Jan 1 2019, (Accepted/In press) In : Journal of Retailing.

Research output: Contribution to journalComment/debate

3 Scopus citations

Responsible Research in Retailing: Is Your Research Really Useful?

Bolton, R. N., Jan 1 2019, (Accepted/In press) In : Journal of Retailing.

Research output: Contribution to journalComment/debate

2018

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

Bolton, R., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L. & Zaki, M., Oct 15 2018, In : Journal of Service Management. 29, 5, p. 776-808 33 p.

Research output: Contribution to journalArticle

53 Scopus citations

Harnessing Digital Disruption With Marketing Simulations

Bolton, R. N., Chapman, R. G. & Mills, A. J., Jan 1 2018, (Accepted/In press) In : Journal of Marketing Education.

Research output: Contribution to journalArticle

2 Scopus citations
2017

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

Benoit, S., Baker, T. L., Bolton, R., Gruber, T. & Kandampully, J., Oct 2017, In : Journal of Business Research. 79, p. 219-227 9 p.

Research output: Contribution to journalArticle

93 Scopus citations

Ruth N. Bolton: Autobiographical reflections

Bolton, R., 2017, In : Journal of Historical Research in Marketing. 9, 3, p. 244-263 20 p.

Research output: Contribution to journalArticle

2 Scopus citations
2015

Risk considerations in the management of customer equity

Bolton, R. & Tarasi, C. O., Jan 30 2015, Handbook of Research on Customer Equity in Marketing. Edward Elgar Publishing Ltd., p. 335-362 28 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Scopus citations
2014

Building long-term relationships between service organizations and customers

Bolton, R. & Christopher, R. M., Feb 28 2014, Handbook of Service Marketing Research. Edward Elgar Publishing Ltd., p. 11-36 26 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

2 Scopus citations

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

Bolton, R., Gustafsson, A., McColl-Kennedy, J., Sirianni, N. J. & Tse, D. K., Apr 2014, In : Journal of Service Management. 25, 2, p. 253-274 22 p.

Research output: Contribution to journalArticle

108 Scopus citations
2013
96 Scopus citations

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

Tarasi, C. O., Bolton, R., Gustafsson, A. & Walker, B. A., May 1 2013, In : Journal of Service Research. 16, 2, p. 121-137 17 p.

Research output: Contribution to journalArticle

13 Scopus citations

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

Bolton, R., Parasuraman, A., Hoefnagels, A., Migchels, N., Kabadayi, S., Gruber, T., Loureiro, Y. K. & Solnet, D., Jun 1 2013, In : Journal of Service Management. 24, 3, p. 245-267 23 p.

Research output: Contribution to journalArticle

456 Scopus citations
2011

Balancing risk and return in a customer portfolio

Tarasi, C. O., Bolton, R. N., Hutt, M. D. & Walker, B. A., May 1 2011, In : Journal of Marketing. 75, 3, p. 1-17 17 p.

Research output: Contribution to journalArticle

45 Scopus citations

Customer engagement: Opportunities and challenges for organizations

Bolton, R. N., Nov 2 2011, In : Journal of Service Research. 14, 3, p. 272-274 3 p.

Research output: Contribution to journalArticle

70 Scopus citations

Marketing forum: Idea Exchange

Bolton, R. N., Jun 1 2011, In : Marketing Management. 20, 2, p. 44-47 4 p.

Research output: Contribution to journalReview article

1 Scopus citations

To JM on its 75th anniversary

Bolton, R. N., Jul 1 2011, In : Journal of Marketing. 75, 4, p. 129-131 3 p.

Research output: Contribution to journalReview article

6 Scopus citations
57 Scopus citations
2010

A cross-national and cross-cultural approach to global market segmentation: An application using consumers' perceived service quality

Agarwal, J., Malhotra, N. K. & Bolton, R. N., Sep 20 2010, In : Journal of International Marketing. 18, 3, p. 18-40 23 p.

Research output: Contribution to journalArticle

72 Scopus citations

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

Libai, B., Bolton, R., Bügel, M. S., de Ruyter, K., Götz, O., Risselada, H. & Stephen, A. T., Aug 20 2010, In : Journal of Service Research. 13, 3, p. 267-282 16 p.

Research output: Contribution to journalArticle

302 Scopus citations

Opportunities for innovation in the delivery of interactive retail services

Berry, L. L., Bolton, R. N., Bridges, C. H., Meyer, J., Parasuraman, A. & Seiders, K., May 1 2010, In : Journal of Interactive Marketing. 24, 2, p. 155-167 13 p.

Research output: Contribution to journalArticle

63 Scopus citations

Pricing: Recent trends and emerging practices in retailer pricing

Bolton, R., Shankar, V. & Montoya, D. Y., Dec 1 2010, Retailing in the 21st Century (Second Edition): Current and Future Trends. Springer Berlin Heidelberg, p. 301-318 18 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

13 Scopus citations
2009

Interactive Services: A Framework, Synthesis and Research Directions

Bolton, R. & Saxena-Iyer, S., Feb 1 2009, In : Journal of Interactive Marketing. 23, 1, p. 91-104 14 p.

Research output: Contribution to journalArticle

188 Scopus citations
2008

Expanding business-to-business customer relationships: Modeling the customer's upgrade decision

Bolton, R., Lemon, K. N. & Verhoef, P. C., Jan 1 2008, In : Journal of Marketing. 72, 1, p. 46-64 19 p.

Research output: Contribution to journalArticle

91 Scopus citations
2007

Managing customer relationships

Bolton, R. & Tarasi, C. O., 2007, In : Review of Marketing Research. 3, p. 3-38 36 p.

Research output: Contribution to journalArticle

23 Scopus citations

Six strategies for competing through service: An agenda for future research

Bolton, R., Grewal, D. & Levy, M., Jan 24 2007, In : Journal of Retailing. 83, 1, p. 1-4 4 p.

Research output: Contribution to journalArticle

61 Scopus citations
2006

Forward-looking focus: Can firms have adaptive foresight?

Zeithaml, V. A., Bolton, R., Deighton, J., Keiningham, T. L., Lemon, K. N. & Petersen, J. A., Nov 1 2006, In : Journal of Service Research. 9, 2, p. 168-183 16 p.

Research output: Contribution to journalReview article

92 Scopus citations

Recent trends and emerging practices in retailer pricing

Bolton, R., Shankar, V. & Montoya, D. Y., Dec 1 2006, Retailing in the 21st Century: Current and Future Trends. Springer Berlin Heidelberg, p. 255-269 15 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

12 Scopus citations

The effect of group interactions on satisfaction judgments: Satisfaction escalation

Bohlmann, J. D., Rosa, J. A., Bolton, R. & Qualls, W. J., Aug 25 2006, In : Marketing Science. 25, 4, p. 301-321 21 p.

Research output: Contribution to journalArticle

27 Scopus citations

The effect of service experiences over time on a supplier's retention of business customers

Bolton, R., Lemon, K. N. & Bramlett, M. D., Dec 1 2006, In : Management Science. 52, 12, p. 1811-1823 13 p.

Research output: Contribution to journalArticle

83 Scopus citations

The implications of "Big M" marketing for modeling service and relationships

Bolton, R., Nov 1 2006, In : Marketing Science. 25, 6, p. 584-586 3 p.

Research output: Contribution to journalArticle

5 Scopus citations
2004

An Empirical Analysis of Determinants of Retailer Pricing Strategy

Shankar, V. & Bolton, R. N., Jan 1 2004, In : Marketing Science. 23, 1, p. 28-49+172

Research output: Contribution to journalArticle

126 Scopus citations

The theoretical underpinnings of customer asset management: A framework and propositions for future research

Bolton, R. N., Lemon, K. N. & Verhoef, P. C., Jun 1 2004, In : Journal of the Academy of Marketing Science. 32, 3, p. 271-292 22 p.

Research output: Contribution to journalReview article

393 Scopus citations
2003

An empirically derived taxonomy of retailer pricing and promotion strategies

Bolton, R. N. & Shankar, V., Jan 1 2003, In : Journal of Retailing. 79, 4, p. 213-224 12 p.

Research output: Contribution to journalArticle

77 Scopus citations

Journal of Marketing: From the editor

Bolton, R. N., Jan 1 2003, In : Journal of Marketing. 67, 1, p. 1-3 3 p.

Research output: Contribution to journalEditorial

15 Scopus citations

Marketing challenges of E-services

Bolton, R. N., Jun 1 2003, In : Communications of the ACM. 46, 6, p. 43-44 2 p.

Research output: Contribution to journalReview article

6 Scopus citations

Price-based global market segmentation for services

Bolton, R. N. & Myers, M. B., Jul 1 2003, In : Journal of Marketing. 67, 3, p. 108-128 21 p.

Research output: Contribution to journalArticle

92 Scopus citations

Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships

Bolton, R. N., Smith, A. K. & Wagner, J., May 2003, In : Journal of Service Research. 5, 4, p. 271-291 21 p.

Research output: Contribution to journalArticle

77 Scopus citations
2002

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

Berger, P. D., Bolton, R., Bowman, D., Briggs, E., Kumar, V., Parasuraman, A. & Terry, C., 2002, In : Journal of Service Research. 5, 1, p. 39-54 16 p.

Research output: Contribution to journalArticle

148 Scopus citations
431 Scopus citations
2000

Implications of loyalty program membership and service experiences for customer retention and value

Bolton, R. N., Kannan, P. K. & Bramlett, M. D., Jan 1 2000, In : Journal of the Academy of Marketing Science. 28, 1, p. 95-108 14 p.

Research output: Contribution to journalArticle

567 Scopus citations
1999

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

Bolton, R. N. & Lemon, K. N., May 1999, In : Journal of Marketing Research. 36, 2, p. 171-186 16 p.

Research output: Contribution to journalArticle

716 Scopus citations

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

Smith, A. K., Bolton, R. N. & Wagner, J., Aug 1999, In : Journal of Marketing Research. 36, 3, p. 356-372 17 p.

Research output: Contribution to journalArticle

1349 Scopus citations
1998
1031 Scopus citations

An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril?

Smith, A. K. & Bolton, R. N., Dec 1 1998, In : Journal of Service Research. 1, 1, p. 65-81 17 p.

Research output: Contribution to journalArticle

455 Scopus citations
1995

Factors influencing customers´ assessments of service quality and their invocation of a service warranty

Bolton, R. & Drew, J. H., Jan 1 1995, In : Advances in Services Marketing and Management. 4, C, p. 195-210 16 p.

Research output: Contribution to journalArticle

11 Scopus citations

Linking customer intelligence to service operations: Exploiting the connection at GTE

Drew, J. H. & Bolton, R., Jan 1 1995, In : Advances in Services Marketing and Management. 4, C, p. 119-140 22 p.

Research output: Contribution to journalArticle

1992

Mitigating the effect of service encounters

Bolton, R. N. & Drew, J. H., Jan 1 1992, In : Marketing Letters. 3, 1, p. 57-70 14 p.

Research output: Contribution to journalArticle

77 Scopus citations
1991

Quantitative analyses of depth interviews

Bolton, R. & Bronkhorst, T. M., 1991, In : Psychology and Marketing. 8, 4, p. 275-297 23 p.

Research output: Contribution to journalArticle

5 Scopus citations