Gremler, Dwayne D.

Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004) · Journal of Interactive Marketing

Digital Marketing and Social MediaConsumer Behavior and Marketing Influence

Cited by 5,916

Relational Benefits in Services Industries: The Customer's Perspective

Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 2,347

Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality

Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 2,301

The Critical Incident Technique in Service Research

Gremler, D. D. (2004) · Journal of Service Research

Customer Service Quality and LoyaltyBusiness and Management Studies

Cited by 1,078

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

Ruiz, D. M., Gremler, D. D., Washburn, J. H., & Carrión, G. C. (2008) · Journal of Business Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 361

Understanding and managing customer relational benefits in services: a meta-analysis

Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 148

Twenty-seven years of service research: a literature review and research agenda

Furrer, O., Yu Kerguignas, J., Delcourt, C., & Gremler, D. D. (2020) · Journal of Services Marketing

Service and Product InnovationCustomer Service Quality and Loyalty

Cited by 101

Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences

Gremler, D. D., & McCollough, M. A. (2002) · Journal of Marketing Education

Customer Service Quality and LoyaltyEvaluation of Teaching Practices

Cited by 93

Relational benefits research: a synthesis

Gremler, D. D., & Gwinner, K. P. (2015) · Handbook on Research in Relationship Marketing

Customer Service Quality and LoyaltyInnovation and Knowledge Management

Cited by 20