Robert W. Palmatier
University of Washington
Customer retentionAdvertisingInformation privacyChannel (broadcasting)SociologyBusinessCommunication channelPsychologyMarketingMarketing managementPerspective (graphical)LoyaltyQuality (business)Industrial organizationComputer scienceMarketing researchRelationship marketingKnowledge managementCompetitive advantageBig dataMarketing strategy
138Publications
44H-index
8,967Citations
Publications 136
Newest
#1C. Fred MiaoH-Index: 11
Last. Robert W. PalmatierH-Index: 44
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Avatars are becoming increasingly popular in contemporary marketing strategies, but their effectiveness for achieving performance outcomes (e.g., purchase likelihood) varies widely in practice. Rel...
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#1Lena Steinhoff (University of Rostock)H-Index: 7
#2Robert W. Palmatier (UW: University of Washington)H-Index: 44
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#1Jordan W. Moffett (UK: University of Kentucky)
#2Judith Anne Garretson Folse (LSU: Louisiana State University)H-Index: 15
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 44
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Extant communication theories predate the explosion of digital formats and technological advances such as virtual reality, which likely explains their predominant focus on traditional and format-level (e.g., face-to-face, email) rather than digital or characteristic-level (e.g., visual cues, synchronicity) design decisions. Firms thus lack insights into how to create and use emerging digital formats, individually or synergistically. To establish a holistic framework of bilateral multiformat comm...
1 CitationsSource
#1Conor M. Henderson (UO: University of Oregon)H-Index: 7
#2Lena Steinhoff (University of Rostock)H-Index: 7
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 44
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Inertia might secure consumers’ continued patronage, but it also can stunt potential expansion. By examining the psychology underlying inertia, this research informs managers about whether to engage inertial consumers proactively. In the proposed conceptual model, an inertia mindset orients a customer toward status quo consumption. This mindset emerges from dual sources, and each source consists of a behavioral and a psychological component. Specifically, the behavioral consistency of prior cons...
1 CitationsSource
#1Irina V. Kozlenkova (UVA: University of Virginia)H-Index: 8
#2Ju-Yeon Lee (Iowa State University)H-Index: 7
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 44
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The sharing economy (SE) is growing rapidly around the globe, but SE firms often encounter challenges and even failures when entering some countries. The authors conduct a meta-analysis to investigate the effectiveness of key strategic drivers of SE participation (utilitarian value, social value, hedonic value, sustainability value, and trust) and examine their relative effectiveness across global contingencies (economic/competitive, cultural, societal, technological, regulatory, and demographic...
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#1Colleen M. Harmeling (FSU: Florida State University)H-Index: 5
#2Martin Mende (FSU: Florida State University)H-Index: 12
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 44
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A consumer’s personal attribute (e.g., disease, body weight) can assume the qualities of a stigma (i.e., become a source of devaluation by others) in the presence of certain audiences, which can af...
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#2Christine MoormanH-Index: 37
Last. Robert W. PalmatierH-Index: 44
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6 CitationsSource
#1Jisu J. Kim (UW: University of Washington)H-Index: 3
#2Lena Steinhoff (University of Rostock)H-Index: 7
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 44
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As exemplary instruments of relationship marketing, loyalty programs are being implemented and studied at an unprecedented rate. Yet real-world efforts often fail—or at least do not live up to expectations—and despite the growing richness of loyalty program literature, the field remains fragmented. Thus, a comprehensive perspective is required. To guide further research and suggest ways that managers might improve loyalty program effectiveness, this article synthesizes insights on loyalty progra...
10 CitationsSource
#1Carey K. MorewedgeH-Index: 27
#2Ashwani MongaH-Index: 10
Last. Deborah A. SmallH-Index: 30
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Technological innovations are creating new products, services, and markets that satisfy enduring consumer needs. These technological innovations create value for consumers and firms in many ways, b...
11 CitationsSource
#1Kelly D. Martin (CSU: Colorado State University)H-Index: 18
#2Jisu J. Kim (UW: University of Washington)H-Index: 3
Last. Scott Keith W Weaven (Griffith University)H-Index: 25
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Abstract Unprecedented, exponential growth in the amount of consumer data collected by retailers across various customer touchpoints has made safeguarding data privacy a key priority. Data privacy in retail contexts requires convergence among three key stakeholders—consumer, retailer, and regulatory—each of which has unique roles and viewpoints. With a global perspective and a multimethod data collection approach, combining in-depth expert interviews, a large-scale consumer survey across four co...
7 CitationsSource