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Toward a theory of repeat purchase drivers for consumer services
Paul, Michael; Hennig-Thurau, Thorsten; Gremler, Dwayne D. - In: Journal of the Academy of Marketing Science 37 (2009) 2, pp. 215-237
Persistent link: https://www.econbiz.de/10008238814
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Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C.R. van - In: Journal of service management 24 (2013) 1, pp. 5-24
Persistent link: https://www.econbiz.de/10010087398
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Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences
Gremler, Dwayne D.; McCollough, Michael A. - In: Journal of marketing education : JME 24 (2002) 2, pp. 150-160
Persistent link: https://www.econbiz.de/10006264574
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Articles - Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers
McCollough, Michael A.; Gremler, Dwayne D. - In: Journal of marketing education : JME 21 (1999) 2, pp. 118-130
Persistent link: https://www.econbiz.de/10006296001
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Service Encounter Emotional Value: The Dyadic Influence of Customer and Employee Emotions
Bailey, Jeffrey J.; Gremler, Dwayne D.; McCollough, … - In: Services marketing quarterly 23 (2001) 1, pp. 1-26
Persistent link: https://www.econbiz.de/10007040000
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A conceptual model and empirical examination of the effect of service guarantees on post-purchase consumption evaluations
Mccollough, Michael A.; Gremler, Dwayne D. - In: Managing service quality : MSQ ; an international journal 14 (2004) 1, pp. 58-74
Persistent link: https://www.econbiz.de/10007155558
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Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Hennig-Thurau, Thorsten; Groth, Markus; Paul, Michael; … - In: Journal of marketing 70 (2006) 3, pp. 58-73
Persistent link: https://www.econbiz.de/10007264303
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The Impact of Salesperson Socialization on Organizational Commitment, Satisfaction, and Performance in a Professional Service Organization
Evans, Kenneth R.; Gremler, Dwayne D.; Schlacter, John L.; … - In: Journal of professional services marketing 11 (1995) 2, pp. 139-156
Persistent link: https://www.econbiz.de/10007079985
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The internal service encounter
Gremler, Dwayne D.; Bitner, Mary Jo; Evans, Kenneth R. - In: Logistics information management 8 (1995) 4, pp. 28-34
Persistent link: https://www.econbiz.de/10007081367
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Generating positive word-of-mouth communication through customer-employee relationships
Gremler, Dwayne D.; Gwinner, Kevin P.; Brown, Stephen W. - In: International journal of service industry management : IJSIM 12 (2001) 1, pp. 44-59
Persistent link: https://www.econbiz.de/10007114625