Rolph Anderson, PhD

Candid photo of Rolph Anderson

Rolph Anderson is the Royal H. Gibson, Sr. Chair Professor and former Head (1975-1997) of the Department of Marketing at Drexel University. He earned his Ph.D. from the University of Florida, and his MBA and BA degrees from Michigan State University where he was a member of the varsity basketball team after being selected First Team All-State in high school. His primary research and publication areas are personal selling and sales management, customer relationship management, and customer satisfaction/loyalty. He is author or co-author of more than twenty textbooks, including Multivariate Data Analysis, 8th ed. – one of the most highly referenced research textbooks ever in the social sciences (among top five all-time) — translated into various languages including Spanish, Portuguese, and Chinese editions; Personal Selling, 3rd ed.; and Sales Force Management, 2nd ed. According to Google Scholar Citations, his publications have been cited over 180,000 times in scholarly journals and books.

Dr. Anderson’s research has been widely published in the major journals in his field, including articles in the Journal of Marketing Research, Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, MIT Sloan Management Review, Journal of Experimental Education, Journal of Consumer Affairs, Journal of Global Marketing, Journal of Marketing Education, European Journal of Marketing, Psychology & Marketing, Journal of Business-to-Business Marketing, International Journal of Retail and Distribution Management, Journal of Business Research, Advances in International Marketing, Business Horizons, Journal of Managerial Issues, Industrial Marketing Management, Journal of Business & Industrial Marketing, Journal of Product and Brand Management, Risk Management, Journal of Historical Research in Marketing, Journal of Marketing Channels, Journal of Marketing Theory & Practice, Journal of Personal Selling & Sales Management, and others.

His classic Journal of Marketing Research article on “Consumer Dissatisfaction: The Effect of Disconfirmed Expectations on Perceived Product Performance” was one of the pioneering articles in the study of customer satisfaction. In 1988, he won the national Mu Kappa Tau award for the best article published in the Journal of Personal Selling & Sales Management. In 1992, Dr. Anderson was selected for the second time by the Drexel College of Business students to receive the Faculty Appreciation Award. In 1995, he was recipient of the national “Excellence in Reviewing Award” from the Journal of Personal Selling & Sales Management. In 1998, he received the American Marketing Association Sales Special Interest Group inaugural “Excellence in Sales Scholarship Award.” For 2000-2001, he received Drexel University’s LeBow College of Business “Research Achievement” award. In 2003, he was selected a Distinguished Fellow of the LeBow College “Center for Teaching Excellence,” and received the LeBow College Award for Academic Leadership in Textbook Publishing.

Professor Anderson has served several professional organizations as an officer, including: President, Southeast Institute for Decision Sciences (IDS); Secretary and Board of Directors, Academy of Marketing Science; President, University of Florida Beta Gamma Sigma Chapter; Board of Directors, American Marketing Association (Philadelphia Chapter); Vice President for Programming, American Marketing Association (Philadelphia Chapter); National Council, Institute for Decision Sciences; Board of Directors, Northeast IDS; and Co-Chair, 61st International American Marketing Association Conference. He has served and currently serves on the editorial boards of several academic journals.

Prior to entering academia, Dr. Anderson worked for three Fortune 500 companies, including as New Product Development Manager for the Quaker Oats Company. After active military duty aboard the aircraft carrier U.S.S. Hornet (CVS-12), he remained in the naval reserves and retired as a U.S. Navy Supply Corps Captain (06).

Areas of Expertise

  • Customer Satisfaction and Loyalty
  • Marketing Strategy
  • Selling and Sales Management

Selected Works

Articles

Cohen, Alex H., Fresneda, Jorge, and Anderson, Rolph E., What Retailers Need To Understand About Website Inaccessibility and Disabled Consumers: Challenges and Opportunities. Journal of Consumer Affairs 54 (Sep 2020): 854-889.

Gao, Ronnie, Murphy, William H., and Anderson, Rolph E., Transformational Leadership Effects On Salespeople’s Attitudes, Striving, and Performance. Journal of Business Research 110 (Jul 2020): 237-245.

Anderson, Rolph E., Cohen, Alex, Christ, Paul, Mehta, Rajiv, and Dubinsky, Alan, Provenance, Evolution, and Transition of Personal Selling and Sales Management To Strategic Marketing Channel Management. Journal of Marketing Channels 26(1) (Feb 2020): 28-42.

Swaminathan, Srinivasan, Anderson, Rolph E., and Song, Lei, Building Loyalty in E-Commerce: Impact of Business and Customer Characteristics. Journal of Marketing Channels 25 (Fall 2019): 22-35.

Kwak, Hyokjin, Anderson, Rolph E., Leigh, Thomas W., and Bonifield, Scott, Impact of Salesperson Macro-Adaptive Selling Strategy on Job Performance and Satisfaction. Journal of Business Research 94 (Jan 2019): 42-55.

Song, Lei, Weisstein, Fei L., Anderson, Rolph E., Srinivasan, Swaminathan, Wu, Gavin Jiayun, Feng, Shan, and Frank, Kang Tan, The Effects of Expectation Disconfirmations on Customer Outcomes in E-Markets: Impact of National Culture. Journal of Marketing Channels 23 (Nov 2016): 217-229.

Song, Lei, Swaminathan, Srinivasan, and Anderson, Rolph E., Differences in Customers’ Online Service Satisfaction Across Cultures: The Role of Thinking Style. Journal of Marketing Channels 22 (Spring 2015): 52-61.

Anderson, Rolph E., Swaminathan, Srinivasan, and Mehta, Rajiv, Prospering in Tough Economic Times Through Loyal Customers. International Journal of Management and Economics 41 (Spring 2014): 76-91.

Mehta, Raj, Ito, Takao, Mazur, Jolanta, and Anderson, Rolph E., Determinants and Consequences of Cooperation in International Strategic Distribution Channel Alliances. Journal of Contemporary Management Research 9 (Dec 2013): 362-368.

Anderson, Rolph E., Swaminathan, Srinivasan, and Mehta, Rajiv, How To Drive Customer Satisfaction. MIT Sloan Management Review 54 (Summer 2013):

Mehta, Rajiv, Anderson, Rolph E., Ito, Takao, and Mazur, Jolanta, Outcome and Behavior Based Performance Assessment of Sales Managers: The Influence of Hierarchical Level. International Journal of Management and Economics 36 (Fall 2012): 51-69.

Kothandaraman, Prabakar, Agnihotri, Raj, and Anderson, Rolph E., Salesperson’s Role in CRM Success: Exploring the Value of Salesperson’s Mapping of Buying Center Structure. The Marketing Review 11 (Oct 2011): 249-261.

Rocereto, Joseph, Puzakova, Marina, Anderson, Rolph E., and Kwak, Hyokjin, The Role of Response Formats On Extreme Response Style: A Case of Likert-Type vs. Semantic Differential Scales. Advances in International Marketing 22 (Fall 2011): 53-71.

Anderson, Rolph E., and Swaminathan, Srinivasan, Customer Satisfaction and Loyalty in E-Markets: A PLS Path Modeling Approach. Journal of Marketing Theory & Practice 19 (May 2011): 219-233.

Christ, Paul, and Anderson, Rolph E., The Impact of Technology On Evolving Roles of Salespeople. Journal of Historical Research in Marketing 3 (Spring 2011): 173-193.

Mehta, Rajiv, Anderson, Rolph E., Dubinsky, Alan, Polsa, Pia, and Muzur, Jolanta, Managing Channel Partner Relationships: A Cross-National Study. Journal of Global Marketing 24 (Spring 2011): 105-124.

Mehta, Rajiv, Anderson, Rolph E., Dubinsky, Alan, Polsa, Pia, and Mazur, Jolanta, Managing International Distribution Channel Partners. Journal of Marketing Channels 17 (Spring 2010): 89-117.

Anderson, Rolph E., and Huang, Rene, Empowering Salespeople: Personal, Managerial, and Organizational Perspectives. Psychology & Marketing 23 (Feb 2006): 121-138.

Anderson, Rolph E., Dixon, Andrea, Jones, Eli, Johnston, Mark, Marshall, Greg, and Tanner, Jeff, The Scholarship of Teaching in Marketing Education. Marketing Education Review 15 (Jul 2005): 1-10.

Yim, Frederick H., Anderson, Rolph E., and Srinivasan, Srini S., Customer Relationship Management: Its Dimensions and Impact on Customer Outcomes. Journal of Personal Selling & Sales Management 24 (Oct 2004): 263-278.

Suri, Rajneesh, Anderson, Rolph E., and Kotlov, Vassili, The Use of 9-Ending Prices: Contrasting the United States with Poland. European Journal of Marketing 38 (Sep 2004): 56-72.

Dubinsky, Alan, Anderson, Rolph E., and Mehta, Rajiv, Sales Manager Leadership Style. Performance, and Motivation in International Marketing Channels. European Journal of Marketing 37 (Dec 2003): 50-85.

Anderson, Rolph E., and Swaminathan, Srinivasan, E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology & Marketing 20 (Nov 2003): 122-138.

Anderson, Rolph E., Dubinsky, Alan, and Mehta, Rajiv, Will the Real Channel Manager Please Stand Up?. Business Horizons (Feb 2003): 61-68.

Dubinsky, Alan, Mehta, Rajiv, and Anderson, Rolph E., Channel Management and the Sale Manager. Industrial Marketing Management 31 (Aug 2002): 420-439.

Swaminathan, Srinivasan, Anderson, Rolph E., and Ponnavolu, Kishore, Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences. Journal of Retailing 78 (Jan 2002): 41-50.

Dubinsky, Alan, Anderson, Rolph E., and Comer, Lucette, Leaders in Selling and Sales Management: In Memoriam, Marvin A. Jolson-Nonpareil Ambassador of Selling and Sales Management. Journal of Personal Selling & Sales Management 23 (Fall 2001): 263-264.

Dubinsky, Alan, Anderson, Rolph E., and Mehta, Rajiv, Satisfaction with Sales Manager Training: Design and Implementation Issues. European Journal of Marketing 35 (Sep 2001): 27-50.

Jolson, Marvin, Dubinsky, Alan, and Anderson, Rolph E., Assessing Risk and Responsibilty in Selecting New Salespeople. Risk Management 3 (Sep 2001): 17-28.

Mehta, Rajiv, Anderson, Rolph E., and Dubinsky, Alan, Importance of Alternative Rewards: iimpact of Managerial Level. Industrial Marketing Management (Fall 2000): 427-440.

Mehta, Rajiv, Rosenbloom, Bert, and Anderson, Rolph E., Role of Sales Manager in Marketing Channels: Impact of Organizational Variables. Journal of Personal Selling & Sales Management 20 (Spring 2000): 81-88.

Mehta, Rajiv, and Anderson, Rolph E., The Perceived Important of Sales Managers’ Rewards: A Career Stage Perspective. Journal of Business & Industrial Marketing 15 (Spring 2001): 507-524.

Books

Hair, Joseph F., Anderson, Rolph E., Mehta, Rajiv, and Babin, Barry, SALES FORCE MANAGEMENT, 2nd ed. Hoboken, New Jersey: Wiley, (2020):

Hair, Joseph F., Black, William, Babin, Barry, and Anderson, Rolph E., MULTIVARIATE DATA ANALYSIS, 8th ed - One of the most referenced research textbooks ever in the social sciences (among top 5 all-time) with over 120,000 citations in scholarly journals and textbooks). Boston: Cengage Learning, (2019):

Anderson, Rolph E., Dubinsky, Alan, and Mehta, Rajiv, PERSONAL SELLING: BUILDING CUSTOMER RELATIONSHIPS and PARTNERSHIPS, 3rd Ed.. Dubuque, IA: Kendall-Hunt Publishing Co., (2014):

Hair, Joseph F., Anderson, Rolph E., Mehta, Rajiv, and Babin, Barry, SALES MANAGEMENT: BUILDING CUSTOMER RELATIONSHIPS and PARTNERSHIPS. Boston: Houghton Mifflin, Inc., (2009):

Hair, Joseph F., Black, William, Babin, Barry, and Anderson, Rolph E., MULTIVARIATE DATA ANALYSIS, 7th Ed. Upper Saddle River, N.J. 07458: Prentice Hall, (2009):

Hair, Joseph F., Anderson, Rolph E., Black, William, Babin, Barry, and Tatham, Ronald, Multivariate Data Analysis: SPSS Student Version for Microsoft Windows. Englewood Cliffs, N.J.: Prentice Hall, (2007):

Anderson, Rolph E., Dubinsky, Alan, and Mehta, Rajiv, PERSONAL SELLING: BUILDING CUSTOMER RELATIONSHIPS and PARTNERSHIPS, 2nd Ed. Boston, MA: Houghton Mifflin, (2007):

Hair, Joseph F., Black, William, Babin, Barry, Anderson, Rolph E., and Tatham, Ronald, MULTIVARIATE DATA ANALYSIS, 6th Ed. Englewood Cliffs, N.J.: Prentice Hall, (2007):

Anderson, Rolph E., and Dubinsky, Alan, PERSONAL SELLING: ACHIEVING CUSTOMER SATISFACTION and LOYALTY. Boston, MA: Houghton-Mifflin, (2004):

Anderson, Rolph E., Hair, Joseph F., and Bush, Alan, PROFESSIONAL SALES MANAGEMENT, 3rd Ed. Houston: Thompson Learning, (1999):

Hair, Joseph F., Anderson, Rolph E., Black, William, and Tatham, Ronald, MULTIVARIATE DATA ANALYSIS, 5th Ed. Englewood Cliffs, NJ: Prentice Hall, (1998):

Anderson, Rolph E., ESSENTIALS OF PERSONAL SELLING: THE NEW PERSPECTIVE. New York: McGraw-Hill, (1998):

Anderson, Rolph E., ESSENTIALS OF PERSONAL SELLING: THE NEW PROFESSIONALISM. Englewood Cliffs, NJ: Prentice Hall, (1995):

Hair, Joseph F., Anderson, Rolph E., Black, William, and Tatham, Ronald, MULTIVARIATE DATA ANALYSIS WITH READINGS, 4th Ed. Englewood Cliffs, NJ: Prentice Hall, (1995):

Anderson, Rolph E., Hair, Joseph F., and Bush, Alan, PROFESSIONAL SALES MANAGEMENT, 2nd Ed. New York: McGraw Hill Company, (1995):

Hair, Joseph F., Anderson, Rolph E., and Tatham, Ronald, MULTIVARIATE DATA ANALYSIS WITH READINGS, 3rd Ed. New York: Macmillan Publishing Company, (1992):

Anderson, Rolph E., PROFESSIONAL PERSONAL SELLING. Englewood Cliffs, NJ: Prentice Hall, (1991):

Hair, Joseph F., Anderson, Rolph E., and Tatham, Ronald, MULTIVARIATE DATA ANALYSIS WITH READINGS, 2nd Ed. New York: Maxwell Macmillan International Editions, (1990):

Anderson, Rolph E., Hair, Joseph F., and Bush, Alan, PROFESSIONAL SALES MANAGEMENT. New York: McGraw-Hill Book Company, (1988):

Hair, Joseph F., Anderson, Rolph E., and Tatham, Ronald, MULTIVARIATE DATA ANALYSIS WITH READINGS. New York: Macmillan, (1987):

Anderson, Rolph E., and Hair, Joseph F., SALES MANAGEMENT: TEXT WITH CASES. New York: Random House, (1983):

Hair, Joseph F., Anderson, Rolph E., and Grabowsky, Bernie, MULTIVARIATE DATA ANALYSIS. Tulsa, Oklahoma: Pennwell Books, (1978):

Hair, Joseph F., and Anderson, Rolph E., INTRODUCTION TO MULTIVARIATE DATA ANALYSIS. Virginia Beach, Virginia: Dynamic Press, (1976):

Chapters

Anderson, Rolph E., “Joseph F. Hair, Jr.: My Friend and Co-author For Fifty Years.” The Great Facilitator, Ed. Barry J. Babin and Marko Sarstedt. Cham, Switzerland: Springer, (2019): 11-17.

Editorial Board Service

International Journal of Marketing and Sales – Advisory Board Member (2018 – Present)
Journal of Marketing Channels – Member (2017 – Present)
Journal of Managerial Issues – Member (2017 – Present)
Review of Business Journal – Member (2017 – Present)
International Journal of Marketing and Sales Education – Advisory Board Member (2017 – 2017)

Education

BA Operations Management - Michigan State University East Lansing, MI United States 1958
MBA Marketing Management - Michigan State University East Lansing, MI USA 1964
PhD Economics and Business Administration (Marketing Management) - University of Florida Gainesville, FL 1971

Professional Experience

Corporate-Shell Oil Company Inventory Manager Detroit MI Jun 1958 - Dec 1958
Other -U.S. Navy Reserves Supply Corps Officer (Retired as U.S. Navy Captain - 06) Jan 1959 - Oct 1982
Corporate-Westinghouse Electric Corporation Contract Administrator Pittsburgh PA Jun 1962 - Jun 1963
Corporate-Quaker Oats Company New Product Development Manager Chicago IL Sep 1964 - Mar 1967
Academic-Old Dominion University Chair - Department of Marketing, Management, Finance, and Law Sep 1973 - Aug 1975
Academic-Drexel University Head of the Department of Marketing Sep 1975 - Aug 1997

Awards

2020 Who’s Who in the World (Marquis)
2020 Who’s Who in American (Marquis)
2020 Over 180,000 citations in journals and books to Dr. Anderson’s published research. (Google Scholar Citations)
2014 Emerald Publishing Literati Journal of Historical Research in Marketing Highly Commended Award (Emerald Publishing )
2005 Distinguished Panelist for Sales Interest Group Special Session on Revolution in Selling and Sales Management Education: Market Driven Change (American Marketing Association Summer Educators Conference)
2004 Inaugural AMA Excellence in Sales Scholarship Award, 1998 (American Marketing Association - SIG)
2003-2004 Distinguished Fellow of Center for Teaching Excellence (LeBow College of Business)
2003 Award for Academic Leadership in Textbook Publishing (LeBow College of Business)
2000-2001 Excellent Award for Research Achievement (Drexel University - LeBow College of Business)
2000 Sole author of article nominated in 2000 for consideration as one of the ten most influential academic articles of the 20th century (Society for Marketing Advances (SMA))
1995 National Excellence in Reviewing, Editor’s Award (Journal of Personal Selling & Sales Management)
1992 Faculty Appreciation Award for Outstanding Teaching and Service (LeBow College of Business)
1987 Best article published in the Journal of Personal Selling & Sales Management (National Mu Kappa Kau)
1976 Faculty Appreciation Award for Outstanding Teaching and Service (Drexel College of Business)