Ruth N. Bolton is Professor of Marketing at the W.P. Carey School
of Business, Arizona State University. She is the recipient of the
2016 American Marketing Association / Irwin / McGraw-Hill
Distinguished Marketing Educator Award and the 2007 recipient
of the Christopher Lovelock Career Contributions to Services
Both awards are given to only a select few marketing
academics; they recognize distinguished service and sustained
outstanding contributions to the field of marketing.
previously served as 2009-11 Executive Director of the Marketing
Science Institute. Dr. Bolton studies how organizations can improve
business performance over time by creating, maintaining and
enhancing relationships with customers. Her recent research has
focused on the customer experience, multi-channel management and
high technology, interactive services sold in global
business-to-business markets. She previously held academic positions
at Vanderbilt University, the University of Oklahoma, Harvard
University, University of Maryland, and the University of Alberta.
She also spent eight years with Verizon, working on projects in the
telecommunications and information services industries. Dr.
Bolton's earlier published articles investigate how organizations'
service and pricing strategies influence customer satisfaction,
loyalty and revenues. She has extensive experience with survey
research design, as well as the econometric analysis of large-scale,
integrative data bases. Her research is typically conducted in
partnership with businesses, such as the Marriott Corporation,
Hewlett-Packard and Schneider National Inc. She has also
participated in executive education programs around the world.
Dr. Bolton has
published articles in the
Consumer Research, Journal of Marketing, Journal of Marketing
Research, Journal of Service Research, Management Science,
Marketing Science, and other leading journals. She
previously served as editor of the Journal of Marketing
(2002-2005) and Area Editor of the Journal of Marketing
Research (2005-2007), as well as serving on the
Editorial Review Boards of other leading marketing journals.
She has also served on the Board of Trustees of the Marketing
Science Institute and the Board of Directors of the American
Marketing Association. She received her B.Comm., with honors, from Queen's
University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon