Sterling Bone

Journal Articles

Academic Journal

• Crockett, D.K, Yeh, M., Rhoads, M., Mitchell, A.I, Baker, S.M, Finkelstein, S.R, Bone, S., (2026). EXPRESS: Alice in Wonderland: Consumer Peril in Navigating the Antipoverty Service Ecosystem. Journal of Public Policy & Marketing
• Hamilton, R., Thompson, D., Bone, S., Chaplin, L.N, Griskevicius, V., Goldsmith, K., Hill, R., John, D.R, Mittal, C., O’Guinn, T., Piff, P., Roux, C., Shah, A., Zhu, M., (2019). The effects of scarcity on consumer decision journeys. Journal of the Academy of Marketing Science, 47:3, 532-550.
• Voorhees, C.M, Fombelle, P.W, Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., Walkowiak, T., (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79, 269-280.
• Bone, S., Fombelle, P.W, Ray, K., Lemon, K.N, (2015). How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service. Journal of Service Research, 18:1, 23-38.
• Voorhees, C.M, Fombelle, P.W, Allen, A.M, Bone, S., Aach, J., (2014). Managing Post-Purchase Moments of Truth: Leveraging Customer Feedback to Increase Loyalty. MSI Reports
• Bone, S., Christensen, G., Williams, J.D, (2014). Rejected, Shackled, and Alone: The Impact of Systemic Restricted Consumer Choice on Minority Consumers’ Construction of Self: Journal of Consumer Research. Journal of Consumer Research, 41:2, 451-74.
• Bone, S., Mowen, J.C, (2009). By-The-Book Decision-Making: How Service Employee Desire For Decision Latitude Influences Customer Selection Decisions: Journal of Service Research.
• Bone, S., Lemon, K.N, Liljenquist, K., Money, R., DeTienne, K., (2009). Fishing for compliments and complaints: The influence of solicited customer feedback: MSI Reports. Marketing Science Institute, 9, 1-14.
• Bone, S., Mowen, J.C, (2006). Identifying the Traits of Aggressive and Distracted Drivers: A Hierarchical Trait Model Approach: Journal of Consumer Behaviour.
• Bone, S., Revealing and Mitigating Racial Bias and Discrimination in Financial Services.
• Bone, S., Moving Beyond Perceptions: Examining Service Disparities Among Consumer.
• Bone, S., Shaping Small Business Lending Policy Through Matched-Paired Mystery Shopping.
• Bone, S., Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior.
• Bone, S., Responding to the 98%: Face-Enhancing Strategies for Dealing with Rejected Customer Ideas.
• Bone, S., How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service.
• Bone, S., Rejected, Shackled, and Alone: The Impact of Systemic Restricted Choice on Minority Consumers’ Construction of Self.
• Bone, S., Social Traps and the Wicked Problems�of�Single-Use Plastics: A Marketing, Policy and Citizen-Consumer�Perspective.
• Bone, S., Assessing the Effects of Service Variability on Consumer Confidence and Behavior.
• Bone, S., Consumer Power and Access.
• Bone, S., Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks.
• Bone, S., Profiting from Protecting Small Business Borrowers: Take That to the Bank!.
• Bone, S., Small Business of Color Matter Too.
• Bone, S., The Power of Surveys to Increase Repeat Business.
• Bone, S., Service Encounters, Experiences and the Customer Journey: Defining the Field and a Call to Expand our Lens.
• Bone, S., Lemon, K.N, Voorhees, C.M, Liljenquist, K.A, Fombelle, P.W, DeTienne, K.B, Money, R.B, Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior. Journal of Marketing Research
• Bone, S., Responsibility and Well-Being: Resource Integration Under Responsibilization in Expert Services.
• Fombelle, P.W, Bone, S., Lemon, K.N, Responding to the 98%: Face-Enhancing Strategies for Dealing with Rejected Customer Ideas. Journal of the Academy of Marketing Science
• Bone, S., Managing Post-Purchase Moments of Truth: Leveraging Customer Feedback to Increase Loyalty.
• Bone, S., Immigration, Culture, and Ethnicity in Transformative Consumer Research.
• Bone, S., Crockett, D., Anderson, L., Bone, S.A, Abhiji Roy, J.W, Coble, G., Immigration, Culture, and Ethnicity in Transformative Consumer Research: Journal of Public Policy & Marketing. American Marketing Association
• Bone, S., Crockett, D., Anderson, L., Bone, S.A, Abhiji Roy, J.W, Coble, G., Immigration, Culture, and Ethnicity in Transformative Consumer Research: Journal of Public Policy & Marketing. American Marketing Association
• Bone, S., By-The-Book Decision-Making: How Service Employee Desire For Decision Latitude Influences Customer Selection Decisions.
• Bone, S., Why We Need a Service Logic: A Comparative Review.
• Bone, S., Fishing for Compliments and Complaints: The Influence of Solicited Customer Feedback and Company Acknowledgement on Customer Attitudes and Intentions.
• Bone, S., Identifying the Traits of Aggressive and Distracted Drivers: A Hierarchical Trait Model Approach.
• Bone, S., Personality Traits and Fear Response to Print Advertisements: Theory and an Empirical Study.

Publications | Abstracts

• Bone, S., Williams, J.D, Christensen, G., (2010). When Consumer Well-Being Meets Small Business Ownership: Transforming Financial Service Systems to Eradicate Disparate Treatment and Discrimination: Journal of Macromarketing.
• Larson, J., Bone, S., (2008). Measuring Salesperson Orientation of Consumers: Advances in Consumer Research.
• Bone, S., Hunt, C.S, (2005). The Influence of Internal Communications and Role Conflict on the Relationship between Salesperson Citizenship Behaviors and Supervisor Rated Performance: Journal of Personal Selling and Sales Management.
• Mowen, J.C, Harris, E.G, Bone, S., (2004). On the Relationship between Personality and Context in Fear Responses to Print Advertisements: Theory and Empirical Research: Psychology & Marketing.

Other

• Cross, S., Dellande, S., Bone, S., Keogh, B., (2023). People of color get so used to discrimination in stores they don’t always notice bad customer service. The Conversation *
• Bone, S., Lemon, K.N, Liljenquist, K., Money, R., DeTienne, K., (2009). Harnessing the power of positive feedback.: Insights from MSI.. Marketing Science Institute.

An asterisk (*) at the end of a publication indicates that it has not been peer-reviewed.