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Twenty years of service guarantee research : a synthesis
Hogreve, Jens; Gremler, Dwayne D. - In: Journal of service research : JSR 11 (2008/09) 4, pp. 322-343
Persistent link: https://www.econbiz.de/10003853538
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Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service research : JSR 19 (2016) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
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Do service guarantees guarantee greater market value?
Meyer, Jeffrey; Gremler, Dwayne D.; Hogreve, Jens - In: Journal of service research : JSR 17 (2014) 2, pp. 150-163
Persistent link: https://www.econbiz.de/10010356832
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Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
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The future of frontline research : invited commentaries
Rafaeli, Anat; Altman, Daniel; Gremler, Dwayne D.; … - In: Journal of service research : JSR 20 (2017) 1, pp. 91-99
Persistent link: https://www.econbiz.de/10011648268