IN for Faculty and Staff IN for MBA Students
 
"In the transition to a highly dynamic, knowledge based economy driven by innovation and service solutions, competitive advantage is being shaped by managers’ and firms’ relationship networks. Relationship ties are a key source of information and often impact decision processes."

 

 

 

 
Robert W. Palmatier
Associate Professor of Marketing
John C. Narver Endowed Professor in Business Administration

Post Doctoral, Northwestern University, 2005
PhD, University of Missouri, Columbia, MO 2004
MBA, Georgia State University, Atlanta, GA 1989
MSEE, Electrical Engineering, Georgia Institute of Technology, 1984
BSEE, Electrical Engineering, Georgia Institute of Technology, 1983


Phone:   
 206-543-4348 Mailing Address:
Fax:
 206-543-7472 Michael G. Foster School of Business
Office:
Email:
 359 Mackenzie Hall
palmatrw@u.washington.edu
 Marketing and International Business Department
Box 353200
Seattle, WA 98195-3200
     

Specialties

    Relationship marketing theory and strategy with emphasis on multi-channel customer relationships in the business-to-business and retail markets; role of customer relationships in services and innovation.

Positions Held

    At the University of Washington since 2007
    Assistant Professor, University of Cincinnati, Cincinnati, OH (2005-2007)
    Visiting Professor, Northwestern University, Evanston, IL (2004-2005)
    Research and Teaching Assistant, University of Missouri, Columbia, MO (2001-2004)
    President and Chief Operating Officer, C&K Components, Inc. (110M$ electronics company selling to communication and computing firms) Watertown, MA (1998-2001)
    Tyco-Raychem Corporation, Menlo Park, CA
    European General Manager and Director of Worldwide Marketing (1995-1996)
    Director of Worldwide Strategic Planning, (1994-1995)
    North American Sales and Marketing Manager (1991-1995)

    United States Navy–Lieutenant on nuclear submarines (1984-1990)
    Licensed Professional Engineer, Electrical Engineering (1989)

Selected Publications

  • “The Role of Customer Gratitude in Relationship Marketing,” Journal of Marketing, July 2009, forthcoming. Awarded the 2009 American Marketing Association award for the Best Services Article.

  • "Effect of Service Transition Strategies on Firm Value," Journal of Marketing, Vol. 72, September 2008, pp. 1-15. [Lead Article; summarized in Marketing News, Vol. 42, September 1, 2008]

  • "Interfirm Relational Drivers of Customer Value," Journal of Marketing, Vol. 72, July 2008, pp. 76-89.

  • "Trust at Different Organizational Levels," Journal of Marketing, Vol. 72, March 2008, pp. 80-98.

  • "A Comparative Longitudinal Analysis of Theoretical Perspectives of Interorganizational Relationship Performance," Journal of Marketing, Vol. 71, October 2007, pp. 172-194.

  • “Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty,” Journal of Marketing Research, Vol. 44, No. 2, May 2007, pp. 185-199. [Summarized in Marketing News, May 1, 2007, 30; Lead article in AMA Marketing Thought Leaders Newsletter, June 2007, Vol. 4, No. 6.]

  • “Returns on Business-to-Business Relationship Marketing Investments: Strategies for Leveraging Profits,” Marketing Science, Vol. 25, September-October 2006, pp. 477-493.

  • “Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis,” Journal of Marketing, Vol. 70, October 2006, pp. 136-153. [Translated and reprinted in Recherché et Applications en Marketing (RAM) Vol. 22, No. 1, 2007.

Working Papers

    “Customer Relationship Value,” Marketing Science Institute Report.
    "Determining the Payoff from Relationship Marketing Programs,” Marketing Science Institute Report.

Current Research

    A Dynamic Perspective of Relationship Marketing
    Relationship Marketing Scorecard and Audit

Honors and Awards

    American Marketing Association award for the Best Services Article for “The Role of Customer
    Gratitude in Relationship Marketing,” Journal of Marketing (2009)

    Dean's Junior Faculty Research Award (2009)
    Harold H. Maynard Award for “significant contribution to marketing theory and thought in the
    Journal of Marketing (2008)

    Palgrave Promising Young Scholar Award, presented by the Society of Marketing Advances to an
    untenured assistant professor who has made a significant research contribution to the
    discipline of marketing early in his or her career (2008)

    AMA Sheth Foundation Doctoral Consortium Faculty Fellow (2008)
    Evening MBA Professor of the Year, Class of 2009 (2008)
    Marketing Science Institute Young Scholar Symposium
    Outstanding Reviewer for Journal of Retailing
    AMA Sheth Foundation Doctoral Consortium Fellow
    Selected as a member of NASA’s Computing, Information, and Communications Advisory Group
    to assess the current state of technology development as it relates to NASA’s information
    technology activities and space exploration requirements

Selected Consulting Experience

  • Emerson
  • Littelfuse
  • Fifth Third Bank
  • Cincom




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