Prof Adrian Palmer

Title: Professor
Phone: +44 (0) 1782 733090
Email: a.palmer@keele.ac.uk
Location: DW1.38
Role:
Contacting me:
Professor Adrian Palmer

I am Professor of Marketing, leader of the Marketing group and a member of the School’s Senior Leadership Team. My first career in travel and tourism marketing and management has informed my subsequent academic career.  Since joining academia, I have researched and published extensively on the subject of services buyer behaviour. My book “Principles of Services Marketing”, now in its seventh edition, and recently translated into Chinese, is widely used throughout the world to provide a grounding in the challenges and opportunities of marketing services. Recent research has been published in Journal of Marketing Management, European Journal of Marketing and Harvard Business Review.

My research focuses on buyer behaviour within service sector industries and in particular the importance to companies of developing customer loyalty and ongoing relationships. As well as developing theory, I have always sought to make the outcomes of my research relevant to business practice.

Specific ongoing streams of research, many involving doctoral students and international collaborators include:

  • The effects of engagement in service consumption on customer satisfaction and loyalty
  • Implicit and explicit attitudes and their differential effects on behaviour
  • The link between anticipation of service consumption and subsequent satisfaction

I am Associate Editor of Journal of Marketing Management and a member of the Editorial Review Board for European Journal of Marketing and Journal of Services Marketing.

 

Selected Publications

  • Palmer A, Koenig-Lewis N, Asaad Y. 2016. Brand identification in higher education: A conditional process analysis. JOURNAL OF BUSINESS RESEARCH, vol. 69(8), 3033-3040. link> doi>
  • Koenig-Lewis N, Marquet M, Palmer AJ, Lifen Zhao A. 2015. Enjoyment and social influence: predicting mobile payment adoption. The Service Industries Journal, vol. 35(10), 537-554. doi>
  • Organ K, Koenig-Lewis N, Palmer AJ, Probert J. 2014. Festivals as agents for behaviour change: A study of food festival engagement and subsequent food choices. Tourism Management, vol. 48, 84-99. doi>
  • Ackermann CL and Palmer AJ. 2014. The contribution of implicit cognition to the theory of reasoned action model: a study of food preferences. Journal of Marketing Management, vol. 30(5-6), 529-550. doi>
  • Palmer AJ, Koenig-Lewis N, Medi Jones LE. 2013. The effects of residents' social identity and involvement on their advocacy of incoming tourism. Tourism Managment, vol. 38, 142-151. doi>

Full Publications List show

Books

  • Palmer A. 2014. Principles of Services Marketing.
  • Palmer A. 2012. Introduction to Marketing Theory and Practice. Oxford University Press.
  • 帕尔默, 刘安国, 谢献芬. 2012. 服务营销原理.
  • Palmer A and Hartley B. 2011. The Business Environment.
  • Palmer A. 2011. Principles of Services Marketing.
  • Palmer A. 2009. Introduction to Marketing Theory and Practice. Oxford University Press, USA.
  • Palmer A and Hartley B. 2009. The Business Environment. McGraw-Hill Higher Education.

Journal Articles

  • Divakaran P, Palmer A, Sondergaard HA, Matkovskyy R. 2017. Pre-launch Prediction of Market Performance for Short Lifecycle Products Using Online Community Data. Journal of Interactive Marketing, vol. 38, 12-28. doi> link>
  • Divakaran PKP, Palmer A, Sondergaard HA, Matkovskyy R. 2017. Pre-launch Prediction of Market Performance for Short Lifecycle Products Using Online Community Data. JOURNAL OF INTERACTIVE MARKETING, vol. 38, 12-28. link> doi>
  • Palmer A and Bejou D. 2016. Retrospective: service failure and loyalty: an exploratory empirical study of airline customers. JOURNAL OF SERVICES MARKETING, vol. 30(5), 480-484. link> doi>
  • Palmer A, Koenig-Lewis N, Asaad Y. 2016. Brand identification in higher education: A conditional process analysis. JOURNAL OF BUSINESS RESEARCH, vol. 69(8), 3033-3040. link> doi>
  • Huo Q and Palmer AJ. 2015. Analysing voluntary contribution to online forums using a proposed critical mass contribution model. Journal of Applied Business Research, vol. 31(2). doi>
  • Koenig-Lewis N, Marquet M, Palmer AJ, Lifen Zhao A. 2015. Enjoyment and social influence: predicting mobile payment adoption. The Service Industries Journal, vol. 35(10), 537-554. doi>
  • Koenig-Lewis N, Asaad Y, Palmer AJ, Petersone E. 2015. The effects of passage of time on alumni recall of 'student experience'. Higher Education Quarterly, vol. 70(1), 59-80. doi>
  • Blumrodt J and Palmer AJ. 2014. On-Line Destination Branding: An Investigation into the divergence between brand goals and on-line implementation. Journal of Applied Business Research, vol. 30(6). doi>
  • Organ K, Koenig-Lewis N, Palmer AJ, Probert J. 2014. Festivals as agents for behaviour change: A study of food festival engagement and subsequent food choices. Tourism Management, vol. 48, 84-99. doi>
  • Koenig-Lewis N, Palmer AJ, Dermody J, Urbye A. 2014. Consumers' evaluations of ecological packaging - Rational and emotional approaches. Journal of Environmental Psychology, vol. 37, 94-105. doi> link>
  • Palmer AJ. 2014. Services empower customers. Harvard Business Review.
  • Ackermann CL and Palmer AJ. 2014. The contribution of implicit cognition to the theory of reasoned action model: a study of food preferences. Journal of Marketing Management, vol. 30(5-6), 529-550. doi>
  • Koenig-Lewis N and Palmer AJ. 2014. The effects of anticipatory emotions on service satisfaction and behavioral intention. Journal of Services Marketing, vol. 28(6), 437-451. doi>
  • Palmer AJ. 2014. Co-creation – the untapped resource of customers in China’s emerging service economy. Tsinghua Business Review, vol. 6, 60-68.
  • Kozub KR, O'Neill MA, Palmer AJ. 2014. Emotional antecedents and outcomes of service recovery: An exploratory study in the luxury hotel industry. Journal of Services Marketing, vol. 28(3), 233-243. doi>
  • Palmer AJ and Huo Q. 2013. A study of trust over time within a social network mediated environment. Journal of Marketing Management, vol. 29(15-16), 1816-1833. doi>
  • Palmer AJ, Koenig-Lewis N, Medi Jones LE. 2013. The effects of residents' social identity and involvement on their advocacy of incoming tourism. Tourism Managment, vol. 38, 142-151. doi>
  • Blumrodt J and Palmer AJ. 2013. Webpage design and quality of seaside tourism destinations: A question of collaboration. International Business Research, vol. 6(9). doi>
  • Palmer AJ and Koenig-Lewis N. 2011. The effects of pre-enrolment emotions and peer group interactions on students' satisfaction. Journal of Marketing Management, vol. 27(11-12), 1208-1231. doi>
  • Palmer AJ and Koenig-Lewis N. 2010. Primary and secondary effects of emotions on behavioural intention of theatre clients. Journal of Marketing Management, vol. 26(13-14), 1201-1217. doi>
  • Koenig-Lewis N and Palmer AJ. 2010. Experiential values over time - a comparison of measures of satisfaction and emotion. Journal of Marketing Management, vol. 24(1-2), 69-85. doi>
  • Koenig-Lewis N, Palmer AJ, Moll A. 2010. Predicting young consumers' take up of mobile banking services. International Journal of Bank Marketing, vol. 28(5). doi>
  • Palmer AJ and Mathel V. 2009. Causes and consequences of underutilised capacity in a tourist resort development. Tourism Management, vol. 31(6), 925-935. doi>
  • Palmer AJ and Koenig-Lewis N. 2009. An entended, community focused, experiential framework for relationship marketing. Journal of Customer Behavior, vol. 8(1), 85-96. doi>
  • Palmer AJ. 2009. Relationship marketing with consumers in the world of Web 2.0. Journal of Customer Behavior, vol. 8(1), 1-3. doi>
  • Palmer AJ and Koenig-Lewis N. 2009. An experiential, social network-based approach to direct marketing. Direct Marketing: An International Journal, vol. 3(3). doi>
  • Palmer AJ and Boissey S. 2009. The effects of airline price presentations on buyers choice. Journal of Vacation Marketing, vol. 15(1), 39-52. doi>
  • Palmer AJ and Koenig-Lewis N. 2008. Experiential bases for relationship development: A study of alumni relationships. Journal of Relationship Marketing, vol. 7(1), 65-90. doi>
  • Palmer AJ and Bejou D. 2008. The future of relationship marketing. Journal of Relationship Marketing, vol. 4(3-4). doi>
  • Gallagher D, Ting L, Palmer AJ. 2008. A journey into the unknown; taking the fear out of structural equation modeling with AMOS for the first-time user. The Marketing Review, vol. 8(3), 255-275. doi>
  • Palmer AJ. 2010. Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, vol. 24(3), 196-208. doi>
  • Tsantoulis M and Palmer AJ. 2008. Quality convergence in airline co-brand alliances. Managing Service Quality, vol. 18(1). doi>
  • Palmer AJ and McMahon-Beattie U. 2008. Variable pricing through revenue management: a critical evaluation of affective outcomes. Management Research News: communication news of emergent international management research, vol. 31(3), 189-199. doi>
  • Palmer AJ and Gallagher D. 2007. Religiosity, relationships and consumption: A study of church going in Ireland. Consumption, Markets and Culture, vol. 10(1), 31-49. doi>
  • Martin D, O'Neill M, Hubbard S, Palmer AJ. 2008. The role of emotion in explaining consumer satisfaction and future behavioural intention. Journal of Services Marketing, vol. 22(3), 224-236. doi>
  • Palmer AJ and O'Neill M. 2006. An exploratory study of the effects of experience on consumer perceptions of the service quality construct. Managing Service Quality, vol. 13(3), 187-196. doi>
  • Yeoman I, Durie A, McMahon-Beattie U, Palmer AJ. 2005. Capturing the essence of a brand from its history: The case of Scottish tourism marketing. Journal of Brand Management, vol. 13, 134-147. doi>
  • O'Neill M and Palmer AJ. 2004. Wine Production and Tourism: Adding Service to a Perfect Partnership. Cornell Hospitality Quarterly: hospitality leadership through learning, vol. 45(3), 269-284. doi>
  • O'Neill M and Palmer AJ. 2004. Cognitive dissonance and the stability of service quality perceptions. Journal of Services Marketing, vol. 18(6), 433-449. doi>
  • O'Neill M and Palmer AJ. 2004. Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, vol. 12(1), 39-52. doi>
  • Mueller RD, Palmer AJ, Mack R, McMullan R. 2003. Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies. International Journal of Hospitality Management, vol. 22(4), 395-418. doi>
  • Palmer AJ, O'Neill M, Wright C. 2003. Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling. Internet Research, vol. 13(4), 281-296. doi>
  • Palmer AJ and O'Neill M. 2003. The effects of perceptual processes on the measurement of service quality. Journal of Services Marketing, vol. 17(3), 254-274. doi>
  • Palmer AJ. 2002. Customer perceptions of pricing and the maintenance of trust. Journal of Revenue and Pricing Management, vol. 1, 25-34. doi>
  • Palmer AJ. 2002. The role of selfishness in buyer-seller relationships. Marketing Intelligence and Planning, vol. 20(1), 22-27. doi>
  • Koenig-Lewis, N; Asaad, Y. and Palmer, A A, Palmer A, Koenig-Lewis, N, Asaad, Y. Sports events and social interaction: Examining antecedents of spectators’ value creation. European Sports Management Quarterly.
  • Services Marketing
  • Consumer Behaviour
  • Research Methods