Lisa E. Bolton

Papers

Total Citations

448

H-Index

About

Lisa E. Bolton is a leading scholar in consumer behavior, with a primary focus on how consumers interact with technology and service failures. Her research masterfully bridges social cognition and marketing, exploring the psychological mechanisms that drive consumer reactions to novel service agents. Bolton’s most-cited work, “To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?” (over 440 citations), is a seminal contribution that investigates how perceptions of a robot’s warmth and competence shape consumer responses when a service goes wrong. This paper has become foundational in the rapidly growing field of human-robot interaction in marketing, demonstrating that consumers judge robotic errors through a social lens, not just a technical one. Beyond this, her broader research portfolio examines consumer decision-making, risk perception, and self-regulation, often revealing how subtle contextual cues can dramatically alter choices. Bolton’s work has been published in top-tier journals like the *Journal of Consumer Research* and *Journal of Marketing*, and she is recognized for her rigorous experimental methodologies. Her insights are critical for businesses navigating the integration of AI and automation into customer service, making her a pivotal voice in understanding the future of consumer-technology relationships.