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Service value revisited : specifying a higher-order, formative measure

Ruiz, David Martín; Gremler, Dwayne D.; Washburn, Judith H. - In: Journal of business research : JBR 61 (2008) 12, pp. 1278-1291

Persistent link: https://www.econbiz.de/10003784938

Reframing customer value in a service-based paradigm : an evaluation of a formative measure in a multi-industry, cross-cultural context

Ruiz, David Martín; Gremler, Dwayne D.; Washburn, Judith H. - In: Handbook of partial least squares : concepts, methods …, (pp. 535-566). 2010

Persistent link: https://www.econbiz.de/10003944669

Explaining market heterogeneity in terms of value perceptions

Ruiz, David Martín; Barroso Castro, Carmen; Amario, … - In: The service industries journal 27 (2007) 7/8, pp. 1087-1110

Persistent link: https://www.econbiz.de/10003598961

Branding : a social contract between a business and its customer

McMurrian, Robert C.; Washburn, Judith H. - In: Contemporary thoughts on corporate branding and …, (pp. 5-22). 2008

Persistent link: https://www.econbiz.de/10003773390

Simultaneous measurement of quality in different online services

Barrera, Ramón Barrera; Carrión, Gabriel Cepeda - In: The service industries journal 34 (2014) 2, pp. 123-144

Persistent link: https://www.econbiz.de/10010257790

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

Service alliances between unequals : the apple does not fall far from the better tree

Bleijerveld, Jeroen F. J.; Gremler, Dwayne D.; Lemmink, Jos - In: Journal of service management 26 (2015) 5, pp. 807-822

Persistent link: https://www.econbiz.de/10011503593

Emotion cycles in services : emotional contagion and emotional labor effects

Liu, Xiao-Yu; Chi, Nai-Wen; Gremler, Dwayne D. - In: Journal of service research 22 (2019) 3, pp. 285-300

Persistent link: https://www.econbiz.de/10012126410

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2017 - Seventh edition

"This text is for students and business people who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the...

Persistent link: https://www.econbiz.de/10011617222

The influence of service employees and other customers on customer unfriendliness : a social norms perspective

Albrecht, Arne Keno; Walsh, Gianfranco; Brach, Simon; … - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 827-847

Persistent link: https://www.econbiz.de/10011779535