Sterling A. Bone
Cited by
Cited by
Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
CM Voorhees, PW Fombelle, Y Gregoire, S Bone, A Gustafsson, R Sousa, ...
Journal of Business Research 79, 269-280, 2017
The effects of scarcity on consumer decision journeys
R Hamilton, D Thompson, S Bone, LN Chaplin, V Griskevicius, ...
Journal of the Academy of Marketing Science 47, 532-550, 2019
Rejected, shackled, and alone: The impact of systemic restricted choice on minority consumers' construction of self
SA Bone, GL Christensen, JD Williams
Journal of Consumer Research 41 (2), 451-474, 2014
Identifying the traits of aggressive and distracted drivers: A hierarchical trait model approach
SA Bone, JC Mowen
Journal of Consumer Behaviour: An International Research Review 5 (5), 454-464, 2006
Don’t forget about the frontline employee during the COVID-19 pandemic: Preliminary insights and a research agenda on market shocks
CM Voorhees, PW Fombelle, SA Bone
Journal of Service Research 23 (4), 396-400, 2020
Responsibility and well-being: resource integration under responsibilization in expert services
L Anderson, J Spanjol, JG Jefferies, AL Ostrom, C Nations Baker, ...
Journal of Public Policy & Marketing 35 (2), 262-279, 2016
Personality traits and fear response to print advertisements: Theory and an empirical study
JC Mowen, EG Harris, SA Bone
Psychology & Marketing 21 (11), 927-943, 2004
How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
SA Bone, PW Fombelle, KR Ray, KN Lemon
Journal of Service Research 18 (1), 23-38, 2015
Responding to the 98%: face-enhancing strategies for dealing with rejected customer ideas
PW Fombelle, SA Bone, KN Lemon
Journal of the Academy of Marketing Science 44, 685-706, 2016
“Mere Measurement Plus”: how solicitation of open-ended positive feedback influences customer purchase behavior
SA Bone, KN Lemon, CM Voorhees, KA Liljenquist, PW Fombelle, ...
Journal of Marketing Research 54 (1), 156-170, 2017
Immigration, culture, and ethnicity in transformative consumer research
D Crockett, L Anderson, SA Bone, A Roy, JJ Wang, G Coble
Journal of Public Policy & Marketing 30 (1), 47-54, 2011
Shaping small business lending policy through matched-pair mystery shopping
SA Bone, GL Christensen, JD Williams, S Adams, A Lederer, PC Lubin
Journal of Public Policy & Marketing 38 (3), 391-399, 2019
‘‘By-the-Book’’Decision Making: How Service Employee Desire for Decision Latitude Influences Customer Selection Decisions
SA Bone, JC Mowen
Journal of Service Research 13 (2), 184-197, 2010
Managing post-purchase moments of truth: Leveraging customer feedback to increase loyalty
C Voorhees, P Fombelle, AM Allen, SA Bone, J Aach
Marketing Science Institute Reports 14, 14-115, 2014
Why we need a service logic: a comparative review
SE Sampson, LJ Menor, SA Bone
Journal of Applied Management and Entrepreneurship 15 (3), 18, 2010
Consumer power and access
MP Fitzgerald, SA Bone, JK Pappalardo
Journal of Public Policy & Marketing 39 (2), 95-98, 2020
Happy users, grumpy bosses: Current community engagement literature and the impact of support engagement in a B2B setting on user and upper management satisfaction
SFM Beckers, SA Bone, PW Fombelle, J van Doorn, PC Verhoef, KR Ray
Customer engagement marketing, 141-169, 2018
Assessing the effects of service variability on consumer confidence and behavior
CM Voorhees, JM Beck, P Randhawa, KB DeTienne, SA Bone
Journal of Service Research 24 (3), 405-420, 2021
Moving beyond perceptions: Examining service disparities among consumers
SA Bone, GL Christensen, JD Williams, SNN Cross, S Dellande
Journal of the Association for Consumer Research 8 (1), 107-119, 2023
Revealing and Mitigating Racial Bias and Discrimination in Financial Services
ML Scott, SA Bone, GL Christensen, A Lederer, M Mende, ...
Journal of Marketing Research, 00222437231176470, 2023
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