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Relationship characteristics and cash flow variability : implications for satisfaction, loyalty, and customer portfolio management

Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; … - In: Journal of service research : JSR 16 (2013) 2, pp. 121-137

Persistent link: https://www.econbiz.de/10009774895

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

Customer satisfaction

Bolton, Ruth N. - In: The Routledge companion to strategic marketing, (pp. 91-106). 2021

Persistent link: https://www.econbiz.de/10012498435

The effect of service experiences over time on a supplier's retention of business customers ; Report No. 04-119

Bolton, Ruth N.; Lemon, Katherine N.; Bramlett, Matthew D. - In: MSI reports : working paper series (2004) 4, pp. 48-71

Persistent link: https://www.econbiz.de/10002707976

A model of customer satisfaction with service encounters involving failure and recovery

Smith, Amy K.; Bolton, Ruth N.; Wagner, Janet - 1998

Persistent link: https://www.econbiz.de/10000986727

A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction

Bolton, Ruth N.; Lemon, Katherine N. - 1998

Persistent link: https://www.econbiz.de/10000988899

Service excellence : creating customer experiences that build relationships

Bolton, Ruth N. - 2016 - First edition.

1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and...

Persistent link: https://www.econbiz.de/10012683003