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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

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

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

Technology's impact on the gaps model of service quality

Bitner, Mary Jo; Zeithaml, Valarie A.; Gremler, Dwayne D. - 2010

Persistent link: https://www.econbiz.de/10003968707

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

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

Extreme makeover : short- and long-term effects of a remodeled servicescape

Brüggen, Elisabeth C.; Foubert, Bram; Gremler, Dwayne D. - In: Journal of marketing 75 (2011) 5, pp. 71-87

Persistent link: https://www.econbiz.de/10009297017

Mapping of Journal of Service Research Themes : a 22-year review : editorial

Donthu, Naveen; Gremler, Dwayne D.; Kumar, Satish; … - In: Journal of service research 25 (2022) 2, pp. 187-193

Persistent link: https://www.econbiz.de/10013268006

An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

Delcourt, Cécile; Gremler, Dwayne D.; De Zanet, Fabrice; … - In: Journal of service management 28 (2017) 1, pp. 85-106

Persistent link: https://www.econbiz.de/10011654988