Bolton, Ruth N.

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

Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 2,058

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

Bolton, R. N. (1998) · Marketing Science

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 1,948

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

Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 1,157

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

Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management

Service and Product InnovationAI in Service Interactions

Cited by 849

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

Smith, A. K., & Bolton, R. N. (1998) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 798

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

Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 741

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

Benoit, S., Baker, T. L., Bolton, R. N., Gruber, T., & Kandampully, J. (2017) · Journal of Business Research

Sharing Economy and PlatformsService and Product Innovation

Cited by 554

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

Bolton, R. N., Smith, A. K., & Wagner, J. (2003) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 135