Biographical Information

Ruth N. Bolton is Professor and W. P. Carey Chair in Marketing, at the W. P. Carey School of Business, Arizona State University in Tempe, Arizona.  Dr. Bolton currently studies how organizations can grow the value of their customer base over time, focusing on high technology services sold to business-to-business customers. She previously held academic positions at Vanderbilt University, the University of Oklahoma, Harvard University, University of Maryland, and the University of Alberta. She also spent eight years with Verizon, working on projects in the telecommunications and information services industries.  Dr. Bolton’s earlier published articles investigate how organizations’ service and pricing strategies influence customer satisfaction, loyalty and revenues. She has extensive experience with survey research design, as well as the econometric analysis of large-scale, integrative data bases. 

Dr. Bolton currently serves on the Board of Trustees for the Marketing Science Institute, the American Marketing Association and the Sheth Foundation.  She has published articles in the Journal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of Service Research, Management Science, Marketing Science, and other leading journals.  She currently serves as an Area Editor for the Journal of Marketing Research, and on the Editorial Review Boards of the Journal of Marketing, Journal of Retailing, Marketing Science, Journal of Service Research and Journal of Interactive Marketing.  She previously served as editor of the Journal of Marketing (2002-2005).  She received her B.Comm., with honors, from Queen's University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon University.