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Ruth N. Bolton
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A Multi-Stage Model of Customers' Assessments of Service Quality and Value
RN Bolton, JH Drew
Journal of Consumer Research 17 (4), 375-384, 1991
64561991
A model of customer satisfaction with service encounters involving failure and recovery
AK Smith, RN Bolton, J Wagner
Journal of marketing research 36 (3), 356-372, 1999
38261999
A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction
RN Bolton
Marketing science 17 (1), 45-65, 1998
32881998
A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes
RN Bolton, JH Drew
Journal of Marketing 55 (1), 1-10, 1991
26611991
Understanding Generation Y and their Use of Social Media: A Review and Research Agenda
RN Bolton, A Parasuraman, A Hoefnagels, N Migchels, S Kabadayi, ...
Journal of Service Management 24 (3), 245-267, 2013
2114*2013
A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction
RN Bolton, KN Lemon
Journal of marketing research 36 (2), 171-186, 1999
20441999
Implications of loyalty program membership and service experiences for customer retention and value
RN Bolton, PK Kannan, MD Bramlett
Journal of the academy of marketing science 28 (1), 95-108, 2000
19912000
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?
AK Smith, RN Bolton
Journal of service research 1 (1), 65-81, 1998
12111998
The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments
AK Smith, RN Bolton
Journal of the academy of marketing science 30 (1), 5-23, 2002
11392002
The theoretical underpinnings of customer asset management: A framework and propositions for future research.
RN Bolton, KN Lemon, PC Verhoef
Erasmus Research Institute in Management Working Paper, 2002
11362002
Customer-to-customer interactions: broadening the scope of word of mouth research
B Libai, R Bolton, MS Bügel, K De Ruyter, O Götz, H Risselada, ...
Journal of service research 13 (3), 267-282, 2010
8982010
Interactive services: a framework, synthesis and research directions
R Bolton, S Saxena-Iyer
Journal of interactive marketing 23 (1), 91-104, 2009
6322009
Customer experience challenges: bringing together digital, physical and social realms
RN Bolton, JR McColl-Kennedy, L Cheung, A Gallan, C Orsingher, ...
Journal of Service Management 29 (5), 776-808, 2018
5112018
A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors
S Benoit, TL Baker, RN Bolton, T Gruber, J Kandampully
Journal of Business Research 79, 219-227, 2017
5052017
Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management
PD Beger, RN Bolton, D Bowman, E Briggs, V Kumar, A Parasuraman, ...
Journal of Service Research 5 (1), 39-54, 2002
4562002
Linking customer satisfaction to service operations and outcomes
RN Bolton, JH Drew
Service quality: New directions in theory and practice, 173-200, 1994
3941994
Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy
RN Bolton, A Gustafsson, J McColl-Kennedy, NJ Sirianni, KT David
Journal of Service Management, 2014
3922014
The relationship between market characteristics and promotional price elasticities
RN Bolton
Marketing science 8 (2), 153-169, 1989
3621989
An empirical analysis of determinants of retailer pricing strategy
V Shankar, RN Bolton
Marketing Science 23 (1), 28-49, 2004
3272004
Decoding customer–firm relationships: how attachment styles help explain customers' preferences for closeness, repurchase intentions, and changes in relationship breadth
M Mende, RN Bolton, MJ Bitner
Journal of Marketing Research 50 (1), 125-142, 2013
2632013
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