Greetings,
Which Reference Manager output style have you selected within your Word document? Each output style is able to have a definition for how to format a citation the first time it is cited within a document and a seperate defintion for subsequent appearances of a particular citation. The formatting behavior you’ve described may indicate the subsequent appearance definition needs to be tweaked within the selected output style. Please let me know what you find.
Best Regards,
Jimmy M.
Customer Technical Support Representative Scientific
Thomson Reuters
Phone: +1 800 336 4474
ResearchSoft Product Support
thomsonreuters.com