Chapters in Books:
“Customer Satisfaction,” by Ruth N.
Bolton, Chapter 6 in Marketing Strategy, Prof. Bodo Schlegelmilch and Russell Winer, eds. Philadelphia, PA: Routledge,
“The Evolution of Conceptual Work on Customer Engagement,” by Ruth N.
Bolton, in Handbook of Research on Customer Engagement, Linda Hollebeek and David Sprott, eds. Northampton, MA: Edward
Elgar, 2019, pp. 114-125.
“How Papers Get Better Before They Get Published,” by Ruth N.
Bolton, in How to Get Published in the Best Marketing Journals,
Edited by David W. Stewart and Daniel Ladik, Northampton, MA: Edward
Elgar Publishing, 2019.pp. 183-187.
Customer Experience,” by Ruth N. Bolton, in Handbook of Marketing Advances in
an Era of Disruptions – Essays in Honor of Professor Jagdish Shethpan,
Atul Parvatiyar and Raj Sisodia (eds.), Sage Publications, 2019.
“Jag Sheth: Heart of
Marketing,” by Ruth N. Bolton, in Handbook of Marketing
Advances in an Era of Disruptions – Essays in Honor of Professor
Jagdish Sheth, Atul Parvatiyar and Raj Sisodia (eds.), Sage Publications, 2019.
“Service Timing: Designing and Executing
Service in a Dynamic Environment,” by Ruth N. Bolton. Chapter 5 in
the Handbook of Service Science, Volume 2, Edited by Maglio,
P. P., Kieliszewski, C. A., Spohrer, J. C., Lyons, K., Patricio, L.
& Sawatani, Y. (Eds.)., New York: Springer 2019. Part of the series
Service Science: Research and Innovations in the Service Economy.
“Emerging Retailer Pricing Trends and
Practices,” by Ruth N. Bolton and Venkatesh Shankar,
Chapter 5 in Handbook of Research on Retailing
, Katrijn Gielens and Els Gijsbrechts Elgar Publishing, August 2018, 104-131.
“Risk Considerations in the
Management of Customer Equity,” [with Crina O. Tarasi], in V. Kumar
and Denish Shah (Editors), Handbook of Customer Equity,
Chapter 14, MA, USA: Edward Elgar Publishing Ltd., 2015, pp. 335-62.
“Building long term relationships between service organizations and
customers,” (with Ranjit M. Christopher), Chapter 2 in Handbook of Service Marketing Research,
Roland T. Rust and Ming-Hui Huang (Editors), MA, USA: Edward Elgar
Publishing Ltd., 2014, pp. 11-36.
"Managing Customer Relationships," [with Crina O. Tarasi] in Naresh K. Malhotra (ed.) Review of Marketing Research, Volume 3, 2006,
New York: M. E. Sharpe Inc. 3-38.
"Recent Trends and Emerging Practices in Retail Pricing," [with Venkatesh Shankar and Detra Montoya], Retailing
in the 21st Century; Current and Future Trends, Manfred Krafft and Murali Mantrala (Eds.),
New York: Springer, pp. 255-270.
"Relationship Marketing in Mass Markets," (with C. B. Bhattacharya), Handbook of Relationship Marketing, Jagdish N. Sheth and Atul
Parvatiyar (Eds.), 2000, Sage Publications:Thousand Oaks, CA, 327-54.
"Questionnaire Pretesting: Computer Assisted Coding of Concurrent Protocols" [with Tina M. Bronkhorst], Norbert Schwarz and
Seymour Sudman (Eds.), Answering Questions, 1995, San Francisco: Jossey-Bass Publishers, 37-64.
"Linking Customer Intelligence to Service Operations: Exploiting the Connection at GTE" [with James H. Drew], in Teresa A.
Swartz, David E. Bowen and Stephen W. Brown (Eds.), Advances in Services Marketing and Management, V4, 1994, Greenwich, CT:
JAI Press, 119-140.
"Factors Influencing Customers' Assessments of Service Quality and Their Invocation of a Service Warranty" [with James H. Drew], in
Teresa A. Swartz, David E. Bowen and Stephen W. Brown (Eds.), Advances in Services Marketing and Management, V4, 1994,
Greenwich, CT: JAI Press, 195-210.
"Linking Customer Satisfaction to Service Operations and Outcomes" [with James H. Drew], in Roland T. Rust and Richard L. Oliver
(Eds.), Service Quality: New Directions in Theory and Practice, 1994, Chapter 8, Newbury Park, CA: Sage
Publications, Inc., 173-200.
"Evaluating Pricing Strategies for New Residential Services in the Telecommunications Industry," in Ruby Roy Dholakia (Ed.),
Strategic Perspective on the Marketing of Information Technologies, 1994, Greenwich, Connecticut: JAI Press, 177-96.
Refereed Articles in Conference Proceedings:
"The Relationship Between Customer Complaints to the Firm and Subsequent Exit Behavior" [with Tina M. Bronkhorst], Advances in
Consumer Research V 22, Provo, Utah: Association for Consumer Research, 1995.
"An Exploratory Investigation of Questionnaire Pretesting with Verbal Protocol Analysis," Advances in Consumer Research, 18,
Provo, Utah: Association for Consumer Research, 1991, 558-65.
"The Structure of Customer Complaint Behavior in the Airline Industry" (with Randall G. Chapman), in Jon M. Hawes (Ed.),
Developments in Marketing Science, Vol. XII, Akron, Ohio: Academy of Marketing Science, 1989, pp. 546-51.
"A Model of Perceived Service Value (Abstract)" (with James H. Drew), in Gary Frazier, Charles Ingene et al. (Eds.), 1988 AMA
Educators' Conference Proceedings, Chicago: American Marketing Association, 1988, p. 213.
"Service Value and Its Measurement: Local Telephone Service" (with James H. Drew), in Carol Suprenant (Ed.), Add Value to Your
Service, Chicago: American Marketing Association, 1987, pp. 49-54.
"Simultaneous Versus Sequential Estimation of Multi-Stage Models of Perception, Preference, and Choice" (with Randall G. Chapman),
Advances in Consumer Research, 8, Provo, UT: Association for Consumer Research, 1986, pp. 463-8.
"Attribute Presentation Order Bias and Nonstationarity in Full
Profile Conjoint Analysis Tasks" (with Randall G. Chapman), in Robert F. Lusch et al (Eds.), 1985 AMA Educators' Conference
Proceedings, Chicago, Illinois: American Marketing Association, 1985, pp. 373-9.
"An Audit of Structural Modeling Applications in Marketing" (with Randall G. Chapman), in 1984 AMA Educators' Conference
Proceedings, Chicago, Illinois: American Marketing Association, 1984, pp. 350-4.
“Encouraging Business Scholars to Address Societal Impact” by
Leonard L. Berry, David J. Reibstein, Frank Wijen, Luk Van
Wassenhove, Chris Voss, Anders Gustafsson, Ann Vereecke, and Ruth N.
Bolton in AACSB Insights [formerly BizEd] February
“First Steps to Creating High Impact Theory in Marketing,” by Ruth
N. Bolton, AMS Review, November 28, 2020
“Can E-Commerce Save Retail? Get physical, social, and digital. It's
time to integrate.” by Ruth N. Bolton,
October 19, 2020.
Future Directions of the Service Discipline", by Ruth N. Bolton,
Journal of Services Marketing,
34 (2) (April 1), forthcoming, available online at:
“The Long View on the
Responsibilities of Business and Marketers” by Ruth N. Bolton,
Journal of Macromarketing, 40(3), 2020, 332-335.
“Responsible Research in Retailing: Is Your Research Useful?” by
Ruth N. Bolton, Commentary in the
Journal of Retailing, 95(3), 2019, 3-8.
"Connecting the dots: Integrating the digital, physical, and social
realms to deliver stellar customer service",
W.P. Carey Magazine, Autumn 2019.
Interview with Russ Klein (President, AMA) on "Marketing Past,
Present and Future" (42 minutes)
"Comment: Customer Engagement: Opportunities and Challenges for
Organizations," Journal of Service Research, 14 (3), 2011, 272-4.
"To JM on Its 75th Anniversary,"
Journal of Marketing, 75 (4), 2011, 129-131. [Invited article celebrating Journal of Marketing's
"MSI 50: Years Ahead,"
Marketing Management, 20 (2), 2011, p.44. [Invited article celebrating MSI's Fiftieth Anniversary.]
"Reflections: Kent B. Monroe" in Legends in Marketing Series: Kent B. Monroe, Volume 7, Sage Publications, 2010 (forthcoming).
Essential Readings in Marketing 2006-10 Update (with Ross Rizley), Marketing Science Institute Report, 2010.
"Six strategies for competing through service: An agenda for future research" (with
Dhruv Grewal and Michael Levy, Journal of Retailing, 81 (3), 2007, 1-4. (Editorial introducing the special issue on "Competing
Essential Readings in Marketing (with Leigh McAlister, Ross
Rizley), Marketing Science Institute Report 06-601.
"Beyond EDLP and HiLo: A new customised approach to retail pricing,"
(with Detra Montoya and Venkatesh Shankar), European Retail Digest, Issue 49, pp 7-10. (Feature Article, Lead article.)
"Marketing Renaissance: Opportunities and Imperatives for
Improving Marketing Thought, Practice and Infrastructure," Journal of Marketing, 69 (4), p. 1. [Editorial]
"The Implications of 'Big M' Marketing for Modeling Service and Relationships,"
Marketing Science [Invited Commentary].
Forward to The Service-Dominant Logic of Marketing: Dialog,
Debate, and Directions, Robert F. Lusch, Stephen L. Vargo (eds.) M. E. Sharpe 2006, pp. ix-xi. [Invited Essay].
"From the Editor," Journal of Marketing, 67 (1), 2003, p. 1. [Editorial]
"Marketing Challenges of E-Services," Communications of the Association for Computing Machinery
(June), New York: Association for Computing Machinery, 46 (6), June 2003, pp. 43-44.