Dwayne D. Gremler
Dwayne D. Gremler
Professor of Marketing, Bowling Green State University
Verified email at - Homepage
Cited by
Cited by
Service Marketing: Integrating Customer Focus Across The Firm-4/E.
VA Zeithaml, MJ Bitner, DD Gremler
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
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
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
The critical incident technique in service research
DD Gremler
Journal of service research 7 (1), 65-89, 2004
Customer-employee rapport in service relationships
DD Gremler, KP Gwinner
Journal of service research 3 (1), 82-104, 2000
Marketing de serviços-: a empresa com foco no cliente
VA Zeithaml, MJ Bitner, DD Gremler
Amgh Editora, 2014
Service loyalty: its nature, importance, and implications
DD Gremler, SW Brown
Advancing service quality: A global perspective 5 (1), 171-181, 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
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
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
Rapport-building behaviors used by retail employees
DD Gremler, KP Gwinner
Journal of Retailing 84 (3), 308-324, 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
The effect of satisfaction, switching costs, and interpersonal bonds on service loyalty
DD Gremler
Arizona State University, 1995
The internal service encounter
DD Gremler, M Jo Bitner, KR Evans
International Journal of Service Industry Management 5 (2), 34-56, 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
Services marketing strategy
VA Zeithaml, MJ Bitner, DD Gremler
Wiley international encyclopedia of marketing, 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
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
Technology’s impact on the gaps model of service quality
MJ Bitner, VA Zeithaml, DD Gremler
Handbook of service science, 197-218, 2010
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