Ruth N. Bolton is Professor of Marketing at the W.P. Carey School of Business,
Arizona State University. She previously served as 2009-11 Executive Director of the
Marketing Science Institute. She 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
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
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
She received her B.Comm., with honors, from Queen's
University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon