| A Multi-Stage Model of Customers' Assessments of Service Quality and Value RN Bolton, JH Drew Journal of Consumer Research 17 (4), 375-384, 1991 | 7299 | 1991 |
| A model of customer satisfaction with service encounters involving failure and recovery AK Smith, RN Bolton, J Wagner Journal of marketing research 36 (3), 356-372, 1999 | 4323 | 1999 |
| A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction RN Bolton Marketing science 17 (1), 45-65, 1998 | 3612 | 1998 |
| A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes RN Bolton, JH Drew Journal of Marketing 55 (1), 1-10, 1991 | 2905 | 1991 |
| Understanding Generation Y and their Use of Social Media: A Review and Research Agenda RN Bolton, A Parasuraman, A Hoefnagels, N Migchels, S Kabadayi, ... Journal of Service Management 24 (3), 245-267, 2013 | 2832* | 2013 |
| A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction RN Bolton, KN Lemon Journal of marketing research 36 (2), 171-186, 1999 | 2281 | 1999 |
| Implications of loyalty program membership and service experiences for customer retention and value RN Bolton, PK Kannan, MD Bramlett Journal of the academy of marketing science 28 (1), 95-108, 2000 | 2245 | 2000 |
| An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril? AK Smith, RN Bolton Journal of service research 1 (1), 65-81, 1998 | 1392 | 1998 |
| The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments AK Smith, RN Bolton Journal of the academy of marketing science 30, 5-23, 2002 | 1327 | 2002 |
| The theoretical underpinnings of customer asset management: A framework and propositions for future research. RN Bolton, KN Lemon, PC Verhoef Erasmus Research Institute in Management Working Paper, 2002 | 1296 | 2002 |
| Customer experience challenges: bringing together digital, physical and social realms RN Bolton, JR McColl-Kennedy, L Cheung, A Gallan, C Orsingher, ... Journal of service management 29 (5), 776-808, 2018 | 1142 | 2018 |
| Customer-to-customer interactions: broadening the scope of word of mouth research B Libai, R Bolton, MS Bügel, K De Ruyter, O Götz, H Risselada, ... Journal of service research 13 (3), 267-282, 2010 | 1073 | 2010 |
| A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors S Benoit, TL Baker, RN Bolton, T Gruber, J Kandampully Journal of Business Research 79, 219-227, 2017 | 843 | 2017 |
| Interactive services: a framework, synthesis and research directions R Bolton, S Saxena-Iyer Journal of interactive marketing 23 (1), 91-104, 2009 | 715 | 2009 |
| Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy R N. Bolton, A Gustafsson, J McColl-Kennedy, N J. Sirianni, D K. Tse Journal of Service Management 25 (2), 253-274, 2014 | 562 | 2014 |
| Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management PD Beger, RN Bolton, D Bowman, E Briggs, V Kumar, A Parasuraman, ... Journal of Service Research 5 (1), 39-54, 2002 | 496 | 2002 |
| Linking customer satisfaction to service operations and outcomes RN Bolton, JH Drew Service quality: New directions in theory and practice, 173-200, 1994 | 435 | 1994 |
| The relationship between market characteristics and promotional price elasticities RN Bolton Marketing Science 8 (2), 153-169, 1989 | 399 | 1989 |
| An empirical analysis of determinants of retailer pricing strategy V Shankar, RN Bolton Marketing Science 23 (1), 28-49, 2004 | 362 | 2004 |
| Decoding customer–firm relationships: how attachment styles help explain customers' preferences for closeness, repurchase intentions, and changes in relationship breadth M Mende, RN Bolton, MJ Bitner Journal of Marketing Research 50 (1), 125-142, 2013 | 346 | 2013 |
Katherine LemonProfessor of Marketing, Boston CollegeVerified email at bc.edu