Browsing BI Open by Author "Bolton, Ruth N."

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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. ...