Robert A. Westbrook

10.2k total citations · 4 hit papers
48 papers, 7.5k citations indexed

About

Robert A. Westbrook is a scholar working on Organizational Behavior and Human Resource Management, Marketing and Infectious Diseases. According to data from OpenAlex, Robert A. Westbrook has authored 48 papers receiving a total of 7.5k indexed citations (citations by other indexed papers that have themselves been cited), including 19 papers in Organizational Behavior and Human Resource Management, 18 papers in Marketing and 6 papers in Infectious Diseases. Recurrent topics in Robert A. Westbrook's work include Customer Service Quality and Loyalty (18 papers), Consumer Behavior in Brand Consumption and Identification (9 papers) and Consumer Retail Behavior Studies (9 papers). Robert A. Westbrook is often cited by papers focused on Customer Service Quality and Loyalty (18 papers), Consumer Behavior in Brand Consumption and Identification (9 papers) and Consumer Retail Behavior Studies (9 papers). Robert A. Westbrook collaborates with scholars based in United States, Russia and Philippines. Robert A. Westbrook's co-authors include Richard L. Oliver, William C. Black, Claes Fornell, Michael D. Reilly, Thomas P. Giordano, Bich N. Dang, Joseph W. Newman, Steven P. Brown, Goutam Challagalla and G. Anthony Gorry and has published in prestigious journals such as PLoS ONE, Journal of Marketing and Journal of Applied Psychology.

In The Last Decade

Robert A. Westbrook

48 papers receiving 6.4k citations

Hit Papers

align trajectories

What are hit papers?

Hit papers significantly outperform the citation benchmark for their cohort. A paper qualifies if it has ≥500 total citations, achieves ≥1.5× the top-1% citation threshold for papers in the same subfield and year (this is the minimum needed to enter the top 1%, not the average within it), or reaches the top citation threshold in at least one of its specific research topics.

Product/Consumption-Based Affective Responses and Postpurchase Processes

1987 1.6k citations Robert A. Westbrook profile →
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction

1991 1.6k citations Robert A. Westbrook, Richard L. Oliver profile →
Product/Consumption-Based Affective Responses and Postpurchase Processes

1987 725 citations Robert A. Westbrook profile →
A motivation-based shopper typology.

1985 523 citations Robert A. Westbrook, William C. Black Journal of Retailing profile →

Peers — A (Enhanced Table)

Peers by citation overlap · career bar shows stage (early→late) cites · hero ref

Name	h						Papers	Cites
Robert A. Westbrook United States	29	4.6k	4.4k	3.0k	1.2k	711	48	7.5k
John E. Swan United States	30	3.7k 0.8×	4.9k 1.1×	2.5k 0.8×	1.5k 1.3×	485 0.7×	89	7.4k
Raymond P. Fisk United States	38	4.6k 1.0×	3.5k 0.8×	2.2k 0.7×	628 0.5×	425 0.6×	95	6.9k
Janet R. McColl‐Kennedy Australia	45	4.8k 1.0×	4.5k 1.0×	2.9k 1.0×	866 0.7×	741 1.0×	129	8.5k
Richard W. Olshavsky United States	31	2.7k 0.6×	2.3k 0.5×	2.0k 0.7×	1.1k 0.9×	476 0.7×	64	5.9k
Mark S. Johnson United States	23	2.9k 0.6×	3.8k 0.9×	2.6k 0.9×	1.3k 1.1×	301 0.4×	70	6.4k
Leonard A. Schlesinger United States	16	3.1k 0.7×	4.0k 0.9×	1.6k 0.5×	855 0.7×	359 0.5×	57	6.4k
Emin Babakus United States	41	1.8k 0.4×	4.4k 1.0×	2.2k 0.7×	747 0.6×	1.1k 1.6×	110	6.9k
John C. Mowen United States	40	2.3k 0.5×	2.5k 0.6×	2.1k 0.7×	558 0.5×	1.0k 1.5×	98	5.9k
Barbara Loken United States	27	3.2k 0.7×	1.2k 0.3×	2.2k 0.7×	482 0.4×	685 1.0×	61	6.2k
William B. Locander United States	31	1.8k 0.4×	1.8k 0.4×	1.6k 0.5×	642 0.5×	616 0.9×	70	4.8k

Countries citing papers authored by Robert A. Westbrook

Since Specialization

Citations

This map shows the geographic impact of Robert A. Westbrook's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by Robert A. Westbrook with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Robert A. Westbrook more than expected).

Fields of papers citing papers by Robert A. Westbrook

Since Specialization

Physical SciencesHealth SciencesLife SciencesSocial Sciences

This network shows the impact of papers produced by Robert A. Westbrook. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by Robert A. Westbrook. The network helps show where Robert A. Westbrook may publish in the future.

Co-authorship network of co-authors of Robert A. Westbrook

This figure shows the co-authorship network connecting the top 25 collaborators of Robert A. Westbrook. A scholar is included among the top collaborators of Robert A. Westbrook based on the total number of citations received by their joint publications. Widths of edges represent the number of papers authors have co-authored together. Node borders signify the number of papers an author published with Robert A. Westbrook. Robert A. Westbrook is excluded from the visualization to improve readability, since they are connected to all nodes in the network.

All Works

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20 of 20 papers shown

Giordano, Thomas P., et al.. (2022). The Effect of Initial Patient Experiences and Life Stressors on Predicting Lost to Follow-Up in Patients New to an HIV Clinic. AIDS and Behavior. 26(6). 1880–1891. 1 indexed citations

Chu, Jinna, Sylvia J. Hysong, Richard L. Street, et al.. (2022). Acceptability and feasibility of video-based coaching to enhance clinicians’ communication skills with patients. BMC Medical Education. 22(1). 85–85. 5 indexed citations

Westbrook, Robert A., et al.. (2019). The psychology of the wait time experience – what clinics can do to manage the waiting experience for patients: a longitudinal, qualitative study. BMC Health Services Research. 19(1). 459–459. 55 indexed citations

Giordano, Thomas P., et al.. (2019). What patient involvement means to new patients at two HIV clinics: A longitudinal, qualitative study. Patient Education and Counseling. 102(8). 1535–1540. 2 indexed citations

Dang, Bich N., et al.. (2017). Building trust and rapport early in the new doctor-patient relationship: a longitudinal qualitative study. BMC Medical Education. 17(1). 32–32. 173 indexed citations

Dang, Bich N., Robert A. Westbrook, Christine Hartman, & Thomas P. Giordano. (2016). Retaining HIV Patients in Care: The Role of Initial Patient Care Experiences. AIDS and Behavior. 20(10). 2477–2487. 43 indexed citations

Dang, Bich N., Robert A. Westbrook, Maria C. Rodriguez‐Barradas, & Thomas P. Giordano. (2012). Identifying Drivers of Overall Satisfaction in Patients Receiving HIV Primary Care: A Cross-Sectional Study. PLoS ONE. 7(8). e42980–e42980. 39 indexed citations

Westbrook, Robert A.. (2002). A Case Study of Organization-Level Customer Satisfaction. The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior. 15. 107. 1 indexed citations

Epstein, Marc J. & Robert A. Westbrook. (2001). Linking Actions to Profits in Strategic Decision Making. MIT Sloan management review. 42(3). 39–49. 38 indexed citations

10.

Westbrook, Robert A.. (2000). Towards a Managerial Research Agenda for Customer Satisfaction. The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior. 13. 11 indexed citations

11.

Westbrook, Robert A.. (1997). Observations on Applied CS/D Research. The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior. 10. 4 indexed citations

12.

Westbrook, Robert A. & William C. Black. (1985). A motivation-based shopper typology.. Journal of Retailing. 523 indexed citations breakdown →

13.

Fornell, Claes & Robert A. Westbrook. (1984). The Vicious Circle of Consumer Complaints. Journal of Marketing. 48(3). 68–78. 117 indexed citations

14.

Westbrook, Robert A. & Michael D. Reilly. (1983). Value-Percept Disparity: an Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction. ACR North American Advances. 293 indexed citations

15.

Westbrook, Robert A.. (1981). Sources of consumer satisfaction with retail outlets.. Journal of Retailing. 295 indexed citations

16.

Westbrook, Robert A. & Richard L. Oliver. (1981). Developing Better Measures of Consumer Satisfaction: Some Preliminary Results. ACR North American Advances. 235 indexed citations

17.

Westbrook, Robert A. & Joseph A. Cote. (1980). An Exploratory Study of Non-Product-Related Influences Upon Consumer Satisfaction. ACR North American Advances. 6 indexed citations

18.

Westbrook, Robert A.. (1980). A Rating Scale for Measuring Product/Service Satisfaction. Journal of Marketing. 44(4). 68–68. 111 indexed citations

19.

Fornell, Claes & Robert A. Westbrook. (1979). An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior. ACR North American Advances. 75 indexed citations

20.

Westbrook, Robert A.. (1977). A Study of Consumer Dissatisfaction Before Purchase. ACR North American Advances. 3 indexed citations

Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.

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