Chapters in Books:
“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.
“The Evolution of
Conceptual Work on Customer Engagement,” by Ruth N. Bolton, in
Hollebeek and David Sprott, eds. Northampton, MA: Edward Elgar
“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 2018. Part of the series
Service Science: Research and
Innovations in the Service Economy.
Customer Experience,” 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, 2018.
“Jag Sheth: Heart of
Ruth N. Bolton, in
Handbook of Marketing
Advances in an Era of Disruptions – Essays in Honor of Professor
Atul Parvatiyar and Raj Sisodia (eds.), Sage Publications, 2018.
“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:
"A triadic framework for collaborative consumption (CC): Motives,
activities and resources & capabilities of actors", (with Sabine
Benoita, Thomas L. Bakerb, Thorsten Gruberd, and Jay Kandampullye),
Journal of Business Research,
"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.
"Ruth N. Bolton: Autobiographical reflections",
Journal of Historical Research in Marketing,
Vol. 9 Issue: 3, 2017, 244-263.
"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.
"Comment: Customer Engagement: Opportunities and Challenges for
Organizations," Journal of Service Research, 14 (3), 2011, 272-4.
Interview with Russ Klein (President, AMA) on "Marketing Past,
Present and Future" (42 minutes)
"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.