| Service Marketing: Integrating Customer Focus Across The Firm-4/E. VA Zeithaml, MJ Bitner, DD Gremler | 23275* | 2006 |
| Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? T Hennig-Thurau, KP Gwinner, G Walsh, DD Gremler Journal of interactive marketing 18 (1), 38-52, 2004 | 9914 | 2004 |
| Relational benefits in services industries: the customer’s perspective KP Gwinner, DD Gremler, MJ Bitner Journal of the academy of marketing science 26, 101-114, 1998 | 4352 | 1998 |
| Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality T Hennig-Thurau, KP Gwinner, DD Gremler Journal of service research 4 (3), 230-247, 2002 | 4081 | 2002 |
| The critical incident technique in service research DD Gremler Journal of service research 7 (1), 65-89, 2004 | 1736 | 2004 |
| Customer-employee rapport in service relationships DD Gremler, KP Gwinner Journal of service research 3 (1), 82-104, 2000 | 1705 | 2000 |
| Marketing de serviços-: a empresa com foco no cliente VA Zeithaml, MJ Bitner, DD Gremler Amgh Editora, 2014 | 1654 | 2014 |
| Service loyalty: its nature, importance, and implications DD Gremler, SW Brown Advancing service quality: A global perspective 5 (1), 171-181, 1996 | 1494 | 1996 |
| Are all smiles created equal? How emotional contagion and emotional labor affect service relationships T Hennig-Thurau, M Groth, M Paul, DD Gremler Journal of marketing 70 (3), 58-73, 2006 | 1449 | 2006 |
| Generating positive word‐of‐mouth communication through customer‐employee relationships DD Gremler, KP Gwinner, SW Brown International Journal of Service Industry Management 12 (1), 44-59, 2001 | 944 | 2001 |
| The loyalty ripple effect: appreciating the full value of customers DD Gremler, SW Brown International journal of service industry management 10 (3), 271-293, 1999 | 706 | 1999 |
| Rapport-building behaviors used by retail employees DD Gremler, KP Gwinner Journal of Retailing 84 (3), 308-324, 2008 | 543 | 2008 |
| Service value revisited: Specifying a higher-order, formative measure DM Ruiz, DD Gremler, JH Washburn, GC Carrión Journal of Business Research 61 (12), 1278-1291, 2008 | 538 | 2008 |
| The effect of satisfaction, switching costs, and interpersonal bonds on service loyalty DD Gremler Arizona State University, 1995 | 423 | 1995 |
| The internal service encounter DD Gremler, M Jo Bitner, KR Evans International Journal of Service Industry Management 5 (2), 34-56, 1994 | 405 | 1994 |
| Friendship over the counter: how social aspects of service encounters influence consumer service loyalty C Goodwin, DD Gremler Advances in services marketing and management 5, 247-282, 1996 | 343 | 1996 |
| Services marketing strategy VA Zeithaml, MJ Bitner, DD Gremler Wiley international encyclopedia of marketing, 2010 | 316 | 2010 |
| Experiential learning exercises in services marketing courses DD Gremler, KD Hoffman, SM Keaveney, LK Wright Journal of Marketing Education 22 (1), 35-44, 2000 | 270 | 2000 |
| Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport C Delcourt, DD Gremler, ACR Van Riel, M Van Birgelen Journal of Service Management 24 (1), 5-24, 2013 | 267 | 2013 |
| Technology’s impact on the gaps model of service quality MJ Bitner, VA Zeithaml, DD Gremler Handbook of service science, 197-218, 2010 | 241 | 2010 |
Kevin GwinnerKansas State UniversityVerified email at ksu.edu
