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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

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

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

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2006 - 4. ed.

Persistent link: https://www.econbiz.de/10002479809

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/10003851360

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

Guiding reflective practice : an auditing framework to assess teaching philosophy and style

Titus, Philip A.; Gremler, Dwayne D. - In: Journal of marketing education : JME 32 (2010) 2, pp. 182-196

Persistent link: https://www.econbiz.de/10003997712

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

Paradigms in service research

Tronvoll, Bård; Brown, Stephen Walter; Gremler, Dwayne D. - In: Journal of service management 22 (2011) 5, pp. 560-585

Persistent link: https://www.econbiz.de/10009405818

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