Следене
Dwayne D. Gremler
Dwayne D. Gremler
Distinguished Research Professor, Bowling Green State University
Потвърден имейл адрес: bgsu.edu - Начална страница
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Позовавания
Позовавания
Година
Service Marketing: Integrating Customer Focus Across The Firm-4/E.
VA Zeithaml, MJ Bitner, DD Gremler
24385*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
104102004
Relational Benefits in Services Industries: The Customer's Perspective.
KP Gwinner, DD Gremler, MJ Bitner
Journal of the Academy of Marketing Science 26 (2), 1998
44041998
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
41972002
The critical incident technique in service research
DD Gremler
Journal of service research 7 (1), 65-89, 2004
17832004
Customer-employee rapport in service relationships
DD Gremler, KP Gwinner
Journal of service research 3 (1), 82-104, 2000
17742000
Marketing de serviços-: a empresa com foco no cliente
VA Zeithaml, MJ Bitner, DD Gremler
Amgh Editora, 2014
16942014
Service loyalty: its nature, importance, and implications
DD Gremler, SW Brown
Advancing service quality: A global perspective 5 (1), 171-181, 1996
15241996
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
15232006
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
9482001
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
7291999
Rapport-building behaviors used by retail employees
DD Gremler, KP Gwinner
Journal of Retailing 84 (3), 308-324, 2008
5642008
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
5602008
The effect of satisfaction, switching costs, and interpersonal bonds on service loyalty
DD Gremler
Arizona State University, 1995
4221995
The internal service encounter
DD Gremler, M Jo Bitner, KR Evans
International Journal of Service Industry Management 5 (2), 34-56, 1994
4131994
Services marketing strategy
VA Zeithaml, MJ Bitner, DD Gremler
Wiley international encyclopedia of marketing, 2010
3622010
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
3421996
Experiential learning exercises in services marketing courses
DD Gremler, KD Hoffman, SM Keaveney, LK Wright
Journal of Marketing Education 22 (1), 35-44, 2000
2762000
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
2692013
Technology’s impact on the gaps model of service quality
MJ Bitner, VA Zeithaml, DD Gremler
Handbook of service science, 197-218, 2010
2472010
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