Ruth N. Bolton, is Professor of Marketing at the W.P. Carey School of Business, Arizona State University. She previously served as 2009-11 Executive Director of the Marketing Science Institute. She studies how organizations can improve business performance over time by creating, maintaining and enhancing relationships with customers. Her recent research has focused on high technology, interactive services sold in global business-to-business markets. Her earlier published articles investigate how organizations’ service and pricing strategies influence customer satisfaction, loyalty and revenues. Dr. Bolton 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. She previously served as editor of the Journal of Marketing (2002-2005) and Area Editor of the Journal of Marketing Research (2005-2007), as well as serving on the Editorial Review Boards of other leading marketing journals. Her articles have appeared in these journals and many other leading journals. She has also served on the Board of Trustees of the Marketing Science Institute, the Board of Directors of the American Marketing Association and the Board of Directors of the Sheth Foundation. She received her B.Com., with honors, from Queen’s University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon University.