Ruth N. Bolton
Zitiert von
Zitiert von
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
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
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
A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes
RN Bolton, JH Drew
Journal of Marketing 55 (1), 1-10, 1991
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
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
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
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
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, 5-23, 2002
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
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
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
Interactive services: a framework, synthesis and research directions
R Bolton, S Saxena-Iyer
Journal of interactive marketing 23 (1), 91-104, 2009
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
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
Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy
R N. Bolton, A Gustafsson, J McColl-Kennedy, N J. Sirianni, D K. Tse
Journal of Service Management 25 (2), 253-274, 2014
Linking customer satisfaction to service operations and outcomes
RN Bolton, JH Drew
Service quality: New directions in theory and practice, 173-200, 1994
The relationship between market characteristics and promotional price elasticities
RN Bolton
Marketing Science 8 (2), 153-169, 1989
An empirical analysis of determinants of retailer pricing strategy
V Shankar, RN Bolton
Marketing Science 23 (1), 28-49, 2004
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
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