Robert A. Westbrook

Rice University — United States

Business, Management and Accounting · Social Sciences

30h-index10.2kcitations55works0.02yr avg
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Research Topics

Customer Service Quality and Loyalty(24), Consumer Retail Behavior Studies(11), Consumer Behavior in Brand Consumption and Identification(10), HIV/AIDS Research and Interventions(6), Technology Adoption and User Behaviour(5)

Publications55 total

Acceptability and feasibility of video-based coaching to enhance clinicians’ communication skills with patients
BMC Medical Education·2022· 6 citedOpen Access
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·2022· 3 citedOpen Access
Acceptability and Feasibility of Delivering Real-time Video-based Coaching to Enhance Provider Communication Skills  
2021Open Access
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·2019· 86 citedOpen Access
What patient involvement means to new patients at two HIV clinics: A longitudinal, qualitative study
Patient Education and Counseling·2019· 2 citedOpen Access
Customer Engagement and Employee Engagement: A Research Review and Agenda
2017· 8 cited
Building trust and rapport early in the new doctor-patient relationship: a longitudinal qualitative study
BMC Medical Education·2017· 263 citedOpen Access
Retaining HIV Patients in Care: The Role of Initial Patient Care Experiences
AIDS and Behavior·2016· 52 citedOpen Access
Managing Customer Value in Business-to-Business Markets
Marketing Review St Gallen·2014· 1 cited
The satisfaction profit chain
Edward Elgar Publishing eBooks·2014· 12 cited
Examining the Link between Patient Satisfaction and Adherence to HIV Care: A Structural Equation Model
PLoS ONE·2013· 178 citedOpen Access
Identifying Drivers of Overall Satisfaction in Patients Receiving HIV Primary Care: A Cross-Sectional Study
PLoS ONE·2012· 46 citedOpen Access
Customers, knowledge management, and intellectual capital
Knowledge Management Research & Practice·2012· 18 cited
HIV Patient Satisfaction Survey
PsycTESTS Dataset·2012
Can you hear me now? Learning from customer stories
Business Horizons·2011· 62 cited
Once more, with feeling: Empathy and technology in customer care
Business Horizons·2010· 73 cited
Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry
Journal of Service Research·2010· 17 cited
Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence from the Automotive Services Industry
SSRN Electronic Journal·2010· 5 citedOpen Access
Winning the Internet Confidence Game
Corporate Reputation Review·2009· 59 cited
The Impact of Survey Participation on Subsequent Customer Behavior: An Empirical Investigation
Marketing Science·2007· 70 cited
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Frequent Co-authors

Bich N. Dang(8), Thomas P. Giordano(8), William C. Black(5), Claes Fornell(5), Joseph W. Newman(4), Sarah Njue-Marendes(4), G. Anthony Gorry(4), Utpal M. Dholakia(3), Siddharth S. Singh(3), Vikas Mittal(3), Richard L. Oliver(2), Michael D. Reilly(2), Maria C. Rodriguez‐Barradas(2), James R. Taylor(2), Lyman E. Ostlund(2), Carly Frennea(2), Barbara C. Garland(2), Jennifer Freytag(2), Steven P. Brown(1), Goutam Challagalla(1)