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References
- ↑ "Services Marketing : Integrating Customer Focus Across the Firm / V.A. Zeithaml, M.J. Bitner, DD. Gremler. | Request PDF".[ non-primary source needed ]
- 1 2 "Dwayne GREMLER | Professor (Full) | Ph. D. in Marketing | Bowling Green State University, Ohio | BGSU | Department of Marketing | Research profile".
- ↑ "People | Centre for Service Management | Loughborough University". www.lboro.ac.uk.
- ↑ "Dwayne D. Gremler and Mark B. Houston: Two Visiting International Professors ("VIPs") of Münster's School of Business and Economics | Marketing Center Münster". www.marketingcenter.de.
- ↑ The effect of satisfaction, switching costs, and interpersonal bonds on service loyalty. OCLC 222814146.
- ↑ "Dr. Dwayne Gremler Recognized with Most Prestigious Honor in Services Marketing". Bowling Green State University.
- ↑ "Dwayne D. Gremler als "Visiting International Professor" ausgezeichnet". www.wiwi.uni-muenster.de. 13 June 2018.
- ↑ "ServiceFriday: Employee Emotional Competence as a Critical Value-Driver for Customers". Center for Services Leadership. May 24, 2019.
- ↑ "Gremler engages students in scholarship, professional development". Bowling Green State University.
- ↑ "Board of Trustees Meeting Minutes 2022-03-04 Bowling Green State University".
- ↑ "Christopher Lovelock Career Contributions Award – SERVSIG".
- ↑ "Journal of Service Research".
- ↑ "Dwayne D. Gremler". scholar.google.com.
- ↑ Gremler, Dwayne D.; Van Vaerenbergh, Yves; Brüggen, Elisabeth C.; Gwinner, Kevin P. (May 2020). "Understanding and managing customer relational benefits in services: a meta-analysis". Journal of the Academy of Marketing Science. 48 (3): 565–583. doi:10.1007/s11747-019-00701-6.[ non-primary source needed ]
- ↑ Hennig-Thurau, Thorsten; Gwinner, Kevin P.; Gremler, Dwayne D. (February 2002). "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality". Journal of Service Research. 4 (3): 230–247. doi:10.1177/1094670502004003006.[ non-primary source needed ]
- ↑ Gwinner, K. P.; Gremler, D. D.; Bitner, M. J. (April 1998). "Relational Benefits in Services Industries: The Customer's Perspective". Journal of the Academy of Marketing Science. 26 (2): 101–114. doi:10.1177/0092070398262002.[ non-primary source needed ]
- ↑ Torkzadeh, Samaneh; Zolfagharian, Mohammadali; Yazdanparast, Atefeh; Gremler, Dwayne D. (15 July 2022). "From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement". European Journal of Marketing. 56 (7): 1799–1829. doi:10.1108/EJM-03-2021-0213.[ non-primary source needed ]
- 1 2 Hennig-Thurau, Thorsten; Groth, Markus; Paul, Michael; Gremler, Dwayne D. (July 2006). "Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships". Journal of Marketing. 70 (3): 58–73. doi:10.1509/jmkg.70.3.058.[ non-primary source needed ]
- ↑ Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; Gremler, Dwayne D.; Beatty, Sharon E. (February 2017). "Emotional Convergence in Service Relationships: The Shared Frontline Experience of Customers and Employees". Journal of Service Research. 20 (1): 76–90. doi:10.1177/1094670516675405.[ non-primary source needed ]
- ↑ Liu, Xiao-Yu; Chi, Nai-Wen; Gremler, Dwayne D. (August 2019). "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects". Journal of Service Research. 22 (3): 285–300. doi:10.1177/1094670519835309.[ non-primary source needed ]
- ↑ Delcourt, Cécile; Gremler, Dwayne D.; De Zanet, Fabrice; van Riel, Allard C.R. (20 March 2017). "An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters". Journal of Service Management. 28 (1): 85–106. doi:10.1108/JOSM-12-2015-0407. hdl: 2268/201872 .[ non-primary source needed ]
- ↑ Delcourt, Cécile; Gremler, Dwayne D.; van Riel, Allard C. R.; van Birgelen, Marcel J. H. (February 2016). "Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure". Journal of Service Research. 19 (1): 72–87. doi:10.1177/1094670515590776. hdl: 2268/181603 .[ non-primary source needed ]
- 1 2 Gremler, Dwayne D.; Gwinner, Kevin P. (August 2000). "Customer-Employee Rapport in Service Relationships". Journal of Service Research. 3 (1): 82–104. doi:10.1177/109467050031006.[ non-primary source needed ]
- ↑ Gremler, Dwayne D.; Gwinner, Kevin P. (September 2008). "Rapport-Building Behaviors Used by Retail Employees". Journal of Retailing. 84 (3): 308–324. doi:10.1016/j.jretai.2008.07.001.[ non-primary source needed ]
- ↑ Hennig-Thurau, Thorsten; Gwinner, Kevin P.; Walsh, Gianfranco; Gremler, Dwayne D. (February 2004). "Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?". Journal of Interactive Marketing. 18 (1): 38–52. doi:10.1002/dir.10073.[ non-primary source needed ]
- ↑ Gremler, Dwayne D.; Gwinner, Kevin P.; Brown, Stephen W. (March 2001). "Generating positive word-of-mouth communication through customer-employee relationships". International Journal of Service Industry Management. 12 (1): 44–59. doi:10.1108/09564230110382763.[ non-primary source needed ]
- ↑ Gremler, Dwayne D; Brown, Stephen W (1996). "Service loyalty: its nature, importance, and implications" (PDF). In Edvardsson, Bo (ed.). QUIS 5: Advancing Service Quality : a Global Perspective. ISQA, c/o Business Research Institute at St. John's University. pp. 171–181. ISBN 978-0-9652482-0-4.[ non-primary source needed ]
- ↑ Goodwin, Cathy; Gremler, Dwayne D. (1996). Friendship over the counter: How social aspects of service encounters influence consumer service loyalty. Advances in Services Marketing and Management. Vol. 5. pp. 247–282. doi:10.1016/S1067-5671(96)05059-7. ISBN 978-0-7623-0009-9.[ non-primary source needed ]
- ↑ McCollough, Michael A.; Gremler, Dwayne D. (July 1999). "Student Satisfaction Guarantees: An Empirical Investigation of Student and Faculty Attitudes 1". Marketing Education Review. 9 (2): 53–64. doi:10.1080/10528008.1999.11488676.[ non-primary source needed ]
- ↑ Hogreve, Jens; Gremler, Dwayne D. (May 2009). "Twenty Years of Service Guarantee Research: A Synthesis". Journal of Service Research. 11 (4): 322–343. doi:10.1177/1094670508329225.[ non-primary source needed ]
- ↑ Meyer, Jeffrey; Gremler, Dwayne D.; Hogreve, Jens (May 2014). "Do Service Guarantees Guarantee Greater Market Value?". Journal of Service Research. 17 (2): 150–163. doi:10.1177/1094670513505359.[ non-primary source needed ]
- 1 2 "Faculty member Dr. Dwayne Gremler named Distinguished Teaching Professor". Bowling Green State University.
- ↑ Brüggen, Elisabeth C.; Foubert, Bram; Gremler, Dwayne D. (September 2011). "Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape". Journal of Marketing. 75 (5): 71–87. doi:10.1509/jmkg.75.5.71.[ non-primary source needed ]
- ↑ "Christopher Lovelock Career Contributions Award Winner 2014 – SERVSIG".
- ↑ "Business Faculty Have Memorable Experiences Abroad".
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