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Designing satisfying service encounters : website versus store touchpoints

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107

Persistent link: https://www.econbiz.de/10012819742

How customer experience management reconciles strategy differences between East and West

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295

Persistent link: https://www.econbiz.de/10012549083

Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314

Persistent link: https://www.econbiz.de/10013364286

Customer engagement conceptualization and conceptual relationships

Bolton, Ruth N. - In: Handbook of research on customer engagement, (pp. 114-125). 2019

Persistent link: https://www.econbiz.de/10013163361

The convergence of sustainability and marketing : transforming marketing to respond to a new world

Bolton, Ruth N. - In: Australasian marketing journal : AMJ ; official journal … 30 (2022) 2, pp. 107-112

Persistent link: https://www.econbiz.de/10013256363

The long view on the responsibilities of business and marketers

Bolton, Ruth N. - In: Journal of macromarketing 40 (2020) 3, pp. 332-335

Persistent link: https://www.econbiz.de/10012264023

Responsible research in retailing : is your research really useful? : commentary

Bolton, Ruth N. - In: Journal of retailing 95 (2019) 3, pp. 3-8

Persistent link: https://www.econbiz.de/10012129999

Ruth N. Bolton : Autobiographical reflections

Bolton, Ruth N. - In: Journal of historical research in marketing 9 (2017) 3, pp. 244-263

Persistent link: https://www.econbiz.de/10011798324

Commentary : future directions of the service discipline

Bolton, Ruth N. - In: Journal of Services Marketing 34 (2020) 3, pp. 279-289

Purpose: The purpose of this paper is to suggest some ways that service scholars can shape the future of the service discipline by building knowledge that is useful to businesses, individuals, communities, institutions, society and the bio-environment. Design/methodology/approach: This paper...

Persistent link: https://www.econbiz.de/10012279033

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

Bolton, Ruth N.; McColl-Kennedy, Janet R.; Cheung, Lilliemay - In: Journal of Service Management 29 (2018) 5, pp. 776-808

Purpose: The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual...

Persistent link: https://www.econbiz.de/10012076591