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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

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

Antecedents to client satisfaction in business services

Nowak, Linda I.; Washburn, Judith H. - In: Journal of Services Marketing 12 (1998) 6, pp. 441-452

In today’s increasingly competitive environment, it is important to measure the service firm’s performance in the areas which contribute most significantly to the client’s overall satisfaction. Previous research indicates that marketing research clients are concerned with a research...

Persistent link: https://www.econbiz.de/10014905625

What the eye does not see, the mind cannot reject : can call center location explain differences in customer evaluations?

Walsh, Gianfranco; Gouthier, Matthias; Gremler, Dwayne D.; … - In: International business review : the official journal of … 21 (2012) 5, pp. 957-967

Persistent link: https://www.econbiz.de/10009578726

Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport

Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service management 24 (2013) 1, pp. 5-24

Persistent link: https://www.econbiz.de/10009728608

Rapport-building behaviors used by retail employees

Gremler, Dwayne D.; Gwinner, Kevin P. - In: Journal of retailing 84 (2008) 3, pp. 308-324

Persistent link: https://www.econbiz.de/10003782192

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

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

From customer readiness to customer retention : the mediating role of customer psychological and behavioral engagement

Torkzadeh, Samaneh; Zolfagharian, Mohammadali; … - In: European journal of marketing 56 (2022) 7, pp. 1799-1829

Persistent link: https://www.econbiz.de/10013352641