Blar i BI Open på forfatter "Bolton, Ruth N."
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How customer experience management reconciles strategy differences between East and West
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina; Witell, Lars (Journal article; Peer reviewed, 2021)This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers’ emotional, cognitive, sensory and behavioral responses to the catalog experience. It ... -
Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters
Tarasi, Crina; Bolton, Ruth N.; Gustafsson, Anders; Witell, Lars (Journal article; Peer reviewed, 2021)This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer ... -
Relationship characteristics and cash flow variability: implications for satisfaction, loyalty, and customer portfolio management
Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; Walker, Beth A. (Journal article; Peer reviewed, 2013)Service firms seek customers with high revenues, profits or lifetime value. However, they frequently ignore variations in consumption that lead to cash flow variability and adversely influence service operations and financial ... -
Small details that make big differences: a radical approach to consumption experience as a firm’s differentiating strategy
Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, Janet; Sirianni, Nancy J.; Tse, David K. (Journal article; Peer reviewed, 2014)Purpose – Service organizations and marketers have focused too much of their energy on their core service’s performance and too little emphasis on designing a customer journey that enhances the entire customer experience. ...