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Ruth N. Bolton

Personal Details

First Name:Ruth
Middle Name:Nancy
Last Name:Bolton
RePEc Short-ID:pbo168
[This author has chosen not to make the email address public]
Terminal Degree:1983 (from RePEc Genealogy)


W.P. Carey School of Business
Arizona State University

Tempe, Arizona (United States)
RePEc:edi:coasuus (more details at EDIRC)

Research output

Jump to: Working papers Articles Chapters

Working papers

  1. Bolton, R.N. & Lemo, K.N. & Verhoef, P.C., 2002. "The Theoretical Underpinnings of Customer Asset Management," ERIM Report Series Research in Management ERS-2002-80-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.


  1. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2022. "Designing satisfying service encounters: website versus store touchpoints," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 85-107, January.
  2. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2021. "How customer experience management reconciles strategy differences between East and West," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 31(3), pages 273-295, July.
  3. Ruth N. Bolton, 2020. "First steps to creating high impact theory in marketing," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 172-178, December.
  4. Benoit, Sabine & Baker, Thomas L. & Bolton, Ruth N. & Gruber, Thorsten & Kandampully, Jay, 2017. "A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors," Journal of Business Research, Elsevier, vol. 79(C), pages 219-227.
  5. Berry, Leonard L. & Bolton, Ruth N. & Bridges, Cheryl H. & Meyer, Jeffrey & Parasuraman, A. & Seiders, Kathleen, 2010. "Opportunities for Innovation in the Delivery of Interactive Retail Services," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 155-167.
  6. Bolton, Ruth & Saxena-Iyer, Shruti, 2009. "Interactive Services: A Framework, Synthesis and Research Directions," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 91-104.
  7. Ruth N. Bolton & Katherine N. Lemon & Matthew D. Bramlett, 2006. "The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," Management Science, INFORMS, vol. 52(12), pages 1811-1823, December.
  8. Jonathan D. Bohlmann & José Antonio Rosa & Ruth N. Bolton & William J. Qualls, 2006. "The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation," Marketing Science, INFORMS, vol. 25(4), pages 301-321, July.
  9. Ruth N. Bolton, 2006. "—The Implications of “Big M” Marketing for Modeling Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 584-586, 11-12.
  10. Venkatesh Shankar & Ruth N. Bolton, 2004. "An Empirical Analysis of Determinants of Retailer Pricing Strategy," Marketing Science, INFORMS, vol. 23(1), pages 28-49, May.
  11. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
  12. Ruth N. Bolton, 1993. "Pretesting Questionnaires: Content Analyses of Respondents' Concurrent Verbal Protocols," Marketing Science, INFORMS, vol. 12(3), pages 280-303.
  13. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Oxford University Press, vol. 17(4), pages 375-384, March.
  14. Ruth N. Bolton, 1989. "The Relationship Between Market Characteristics and Promotional Price Elasticities," Marketing Science, INFORMS, vol. 8(2), pages 153-169.
  15. Bolton, Ruth N., 1989. "Sales response modeling: Gains in efficiency from system estimation," Journal of Business Research, Elsevier, vol. 18(2), pages 107-125, March.
  16. Ruth N. Bolton & Randall G. Chapman, 1986. "Searching for Positive Returns at the Track: A Multinomial Logit Model for Handicapping Horse Races," Management Science, INFORMS, vol. 32(8), pages 1040-1060, August.


  1. Ruth N. Bolton & Venkatesh Shankar & Detra Y. Montoya, 2010. "Recent Trends and Emerging Practices in Retailer Pricing," Springer Books, in: Manfred Krafft & Murali K. Mantrala (ed.), Retailing in the 21st Century, pages 301-318, Springer.
  2. Ruth N. Bolton & Randall G. Chapman, 2008. "Searching For Positive Returns At The Track: A Multinomial Logit Model For Handicapping Horse Races," World Scientific Book Chapters, in: Donald B Hausch & Victor SY Lo & William T Ziemba (ed.), Efficiency Of Racetrack Betting Markets, chapter 17, pages 151-171, World Scientific Publishing Co. Pte. Ltd..

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