Selected Publications (Since 1997)

Jank, Wolfgang and P. K. Kannan, “Dynamic E-Targeting using Learning Spatial Choice Models,” Journal of Interactive Marketing, (conditionally accepted).

Moe, Wendy, "An Empirical Two-Stage Choice Model with Decision Rules Applied to Internet Clickstream Data," Journal of Marketing Research, forthcoming.

Rust, Roland T. and Tuck Siong Chung, “Marketing Models of Service and Relationships,” Marketing Science, forthcoming.

Shah, Denish, Roland T. Rust, A. Parasuraman, Richard Staelin, and George S. Day, “The Path to Customer-Centricity,” Journal of Service Research, forthcoming.

Jank, Wolfgang and P. K. Kannan (2005), "Understanding Geographical Markets of Online Firms using Spatial Models of Customer Choice," Marketing Science, 24 (4), 623-634.

* Parasuraman, A., Valarie A. Zeithaml and Arvind Malhotra (2005), "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality,"  Journal of Service Research, 7 (3), 213-234.

*JSR Best Article Award sponsored by IBM, 2005. The award recognizes the article that made the greatest contribution to service research. The award winner is chosen by the Journal of Service Research’s Editorial Review Board.

Rust, Roland T. and Peter Verhoef, (2005) “Optimizing the Marketing Interventions Mix in Intermediate-Term CRM,” Marketing Science, 24 (3), 477-489. 

*Thompson, Debora Viana, Roland T. Rust and Jeffrey Rhoda (2005), “The Business Value of E-Government for Small Firms,” International Journal of Service Industry Management, 16 (4), 385-407.

*Highly Commended Award, selected by the editorial board as one of the top four papers of the year in IJSIM.

Aravindakshan, Ashwin, Roland T. Rust, Katherine N. Lemon and Valarie A. Zeithaml (2004), “Customer Equity: Making Marketing Strategy Financially Accountable,” Journal of Systems Science and Systems Engineering, 13 (4), 405-422.

Johnson, Eric J., Wendy W. Moe, Peter S. Fader, Steven Bellman, and Jerry Lohse (2004), "On the Depth and Dynamics of World Wide Web Shopping Behavior," Management Science, 50 (3), 299-308 (featured article).

Rust, Roland T., Valarie A. Zeithaml and Katherine N. Lemon (2004), “Customer-Centered Brand Management,” Harvard Business Review, 82 (9), 110-118.

* Rust, Roland T., Katherine N. Lemon and Valarie A. Zeithaml (2004), “Return on Marketing: Using Customer Equity to Focus Marketing Strategy,” Journal of Marketing, 68 (1), 109-127.

* MSI/H. Paul Root Award, 2005. The award recognizes the article that made the greatest contribution to the advancement of the practice of marketing. The award winner is chosen by the Journal of Marketing’s Editorial Review Board.

* Robert D. Buzzell Best Paper Award, 2003, awarded for an earlier version of the paper, entitled, “Driving Customer Equity: Linking Customer Lifetime Value to Strategic Marketing Decisions.  Previously known as the MSI Best Paper Award, the Buzzell Award is awarded by the Marketing Science Institute to honor papers that have made a significant contribution to marketing practice and thought. It also serves to signal the kind of writing and research that is of lasting value to corporate marketing executives.

Rust, Roland T. (2004), “If Everything Is Service, Why Is This Happening Now, and What Difference Does it Make?” in “Invited Commentaries on ‘Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 68 (1), 18-27.

* Bolton, Ruth N., Amy K. Smith and Janet Wagner (2003), "Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships," Journal of Service Research, 5 (4), 271-291.

* Finalist, Excellence in Service Research Award, 2003, Journal of Service Research

Moe, Wendy W. (2003), "Buying, Searching, or Browsing: Differentiating between Online Shoppers Using In-Store Navigational Clickstream," Journal of Consumer Psychology, 13 (1&2) 29-40.

Rust, Roland T. and P.K. Kannan (2003), “e-Service: A New Paradigm for Business in the Electronic Environment,” Communications of the ACM, 46 (6), 37-44.

Bell, David, John Deighton, Werner J. Reinartz, Roland T. Rust, and Gordon Swartz (2002), “Seven Barriers to Customer Equity Management,” Journal of Service Research, Special Issue on Managing Customer Equity, John E. Hogan and Katherine N. Lemon, Eds., 5 (1), 77-85. 

Hogan, John E., Katherine N. Lemon, and Roland T. Rust (2002), “Customer Equity Management: Charting New Directions for the Future of Marketing,” Journal of Service Research, Special Issue on Managing Customer Equity, John E. Hogan and Katherine N. Lemon, Eds., 5 (1), 4-12. 

Jain, Sanjay and P. K. Kannan, (2002), "Pricing of Information Products on Online Servers: Issues, Models, and Analysis," Management Science, 48 (9), 1123-1143.

Rust, Roland T., P.K. Kannan & Na Peng (2002), “The Customer Economics of Internet Privacy,” Journal of the Academy of Marketing Science, MSI/JAMS Special Issue on Marketing to and Serving Customers on the Internet, 30 (4), 451-460.

* Rust, Roland T., Christine Moorman and Peter R. Dickson, (2002), "Getting Return on Quality: Cost Reduction, Revenue Expansion, or Both?" Journal of Marketing, 66 (October), 7-24. Previously presented at the AMA Frontiers in Services Conference, October 2001.

* MSI/H. Paul Root Award, 2003. The award recognizes the article that made the greatest contribution to the advancement of the practice of marketing. The award winner is chosen by the Journal of Marketing’s Editorial Review Board.

* Marketing Science Institute Best Paper Award, 2002, awarded for an earlier draft of the paper, "Getting Returns from Service Quality: Is the Conventional Wisdom Wrong?" Established in 1993, the award recognizes the authors of papers that have made the most significant contribution to marketing practice and thought. It also signifies the kind of writing and research that is of lasting value to corporate marketing executives. To allow sufficient time to assess the impact of the work, this year’s winners were selected from papers issued in 2000.

Rust, Roland T. and Katherine N. Lemon (2001), “E-Service and the Consumer,” International Journal of Electronic Commerce, 5 (3), 83-99.

Zeithaml, Valarie A., Roland T. Rust, and Katherine N. Lemon (2001), “The Customer Pyramid: Creating and Serving Profitable Customers,” California Management Review, 43 (4), 118-142.

Bolton, Ruth, P. K. Kannan, and Matthew Bramlett (2000), “Implications of Loyalty Programs and Service Experiences for Customer Retention and Value,” Journal of Academy of Marketing Science, special issue on Services Marketing, 28 (1), 95-108.

Rust, Roland T. and Richard L. Oliver, (2000), "Should We Delight the Customer?" Journal of the Academy of Marketing Science, 28 (1), MSI/JAMS Special Issue on Serving Customers and Consumers Effectively in the 21st Century, 86-94.   

Simester, Duncan I., John R. Hauser, Birger Wernerfelt, and Roland T. Rust, (2000), "Implementing Quality Improvement Programs Designed to Enhance Customer Satisfaction: Quasi-experiments in the U.S. and Spain," Journal of Marketing Research, 37 (February), 102-112 (2000).

Rust, Roland T., Timothy Keiningham, Stephen Clemens, and Anthony Zahorik (1999), "Return on Quality at Chase Manhattan Bank," Interfaces, 29 (March-April), 62-72. 

Rust, Roland T., J. Jeffrey Inman, Jianmin Jia, and Anthony Zahorik, (1999), "What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, 18 (1), 77-92. Also summarized in Scientific American.

Smith, A.K., R. Bolton, and J. Wagner, (1999), “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,” Journal of Marketing Research, September, 356-372.

Oliver, Richard W., Roland T. Rust, and Sajeev Varki (1998), "Real-Time Marketing," Marketing Management, 7 (Fall/Winter), 29-37.   

Varki, Sajeev and Roland T. Rust (1998), "Technology and Optimal Segment Size," Marketing Letters, 9 (2), 147-167. 

* Anderson, Eugene W., Claes Fornell, and Roland T. Rust, (1997), "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, (2), 129-145.

* Best Services Article Award of 1997, AMA Services Special Interest Group.

* Finalist, John D.C. Little Best Article Award for the best 1997 marketing article in Marketing Science or Management Science. The award is chosen by the officers of the INFORMS College on Marketing and the Editorial Review Boards of Marketing Science and Management Science.

* Oliver, Richard L., Roland T. Rust and Sajeev Varki (1997), "Customer Delight: Foundations, Findings, and Managerial Insight," Journal of Retailing, Special Issue on Services Marketing, 73 (Fall), 311-336. 

* Second Place Winner, 1999 William R. Davidson Award for the best paper published in the Journal of Retailing two years previously.  The award is chosen by the Journal of Retailing Editorial Board.