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Robert A. Westbrook

20 works· latest 2011· 3 institutionscluster: provisional

h-index20

i1020

Citations8,471

Works here20

Most cited in this library

Product/Consumption-Based Affective Responses and Postpurchase Processes1987 · 2,464 citations
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction1991 · 2,162 citations
A motivation-based shopper typology.1985 · 695 citations
Value-Percept Disparity: an Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction1983 · 477 citations
Sources of consumer satisfaction with retail outlets.1981 · 380 citations

Works

20 shown

Can you hear me now? Learning from customer stories

Business Horizons·2011·2 authors

64citations

Once more, with feeling: Empathy and technology in customer care

Business Horizons·2010·2 authors

81citations

Winning the Internet Confidence Game

Corporate Reputation Review·2009·2 authors

60citations

The Impact of Survey Participation on Subsequent Customer Behavior: An Empirical Investigation

Marketing Science·2007·4 authors

67citations

Good Cope, Bad Cope: Adaptive and Maladaptive Coping Strategies Following a Critical Negative Work Event.

Journal of Applied Psychology·2005·2 authors

330citations

Linking Actions to Profits in Strategic Decision Making

Dialnet (Universidad de la Rioja)·2001·2 authors

65citations

The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction

Journal of Consumer Research

Product/Consumption-Based Affective Responses and Postpurchase Processes

Journal of Marketing Research·1987·1 author

2,464citations

A motivation-based shopper typology.

Journal of Retailing·1985·2 authors

695citations

Spatial Demand Models in an Intrabrand Context

Journal of Marketing·1985·3 authors

40citations

The Vicious Circle of Consumer Complaints

Journal of Marketing·1984·2 authors

175citations

Sources of consumer satisfaction with retail outlets.

Journal of Retailing·1981·1 author

380citations

Developing Better Measures of Consumer Satisfaction: Some Preliminary Results

ACR North American Advances·1981·2 authors

317citations

Intrapersonal Affective Influences on Consumer Satisfaction with Products

Journal of Consumer Research·1980·1 author

374citations

A Rating Scale for Measuring Product/ Service Satisfaction

Journal of Marketing·1980·1 author

302citations

Patterns of Information Source Usage among Durable Goods Buyers

Journal of Marketing Research·1979·2 authors

144citations

Satisfaction/Dissatisfaction in the Purchase Decision Process

Journal of Marketing·1978·2 authors

66citations

An Analysis of Shopper Dissatisfaction for Major Household Appliances

Journal of Marketing Research·1978·2 authors

117citations