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The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research
Bolton, Ruth N.; Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of the Academy of Marketing Science 32 (2004) 3, pp. 271-292
Persistent link: https://www.econbiz.de/10006150593
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The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
Smith, Amy K.; Bolton, Ruth N. - In: Journal of the Academy of Marketing Science 30 (2002) 1, pp. 5-23
Persistent link: https://www.econbiz.de/10006151786
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SPECIAL ISSUE ON "SERVING CUSTOMERS AND CONSUMERS EFFECTIVELY IN THE TWENTY-FIRST CENTURY: EMERGING ISSUES AND SOLUTIONS" - Implications of Loyalty Program Membership and Service E...
Bolton, Ruth N.; Kannan, P.K.; Bramlett, Matthew D. - In: Journal of the Academy of Marketing Science 28 (2000) 1, pp. 95-108
Persistent link: https://www.econbiz.de/10006152484
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Price-Based Global Market Segmentation for Services
Bolton, Ruth N.; Myers, Matthew B. - In: Journal of marketing 67 (2003) 3, pp. 108-128
Persistent link: https://www.econbiz.de/10005933873
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From the Editor
Bolton, Ruth N. - In: Journal of marketing 67 (2003) 1, pp. 1-3
Persistent link: https://www.econbiz.de/10005937279
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An Empirical Analysis of Determinants of Retailer Pricing Strategy - This study shows the importance of competition in determining all aspects of a retailer's pricing strategy.
Shankar, Venkatesh; Bolton, Ruth N. - In: Marketing science : the marketing journal of the … 23 (2004) 1, pp. 28-49
Persistent link: https://www.econbiz.de/10006882478
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A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, Amy K.; Bolton, Ruth N.; Wagner, Janet - In: Journal of marketing research : JMR 36 (1999) 3, pp. 356-372
Persistent link: https://www.econbiz.de/10006665768
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A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction
Bolton, Ruth N.; Lemon, Katherine N. - In: Journal of marketing research : JMR 36 (1999) 2, pp. 171-186
Persistent link: https://www.econbiz.de/10006666718
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A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
Bolton, Ruth N. - In: Marketing science : the marketing journal of the … 17 (1998) 1, pp. 45-65
Persistent link: https://www.econbiz.de/10006919592
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Pretesting Questionnaires: Content Analyses of Respondents' Concurrent Verbal Protocols
Bolton, Ruth N. - In: Marketing science : the marketing journal of the … 12 (1993) 3, pp. 280-303
Persistent link: https://www.econbiz.de/10006949299