D
Dwayne D. Gremler
Researcher at Bowling Green State University
Publications - 62
Citations - 21055
Dwayne D. Gremler is an academic researcher from Bowling Green State University. The author has contributed to research in topics: Service (business) & Customer satisfaction. The author has an hindex of 33, co-authored 60 publications receiving 19419 citations. Previous affiliations of Dwayne D. Gremler include College of Business Administration & Arizona State University.
Papers
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Journal ArticleDOI
Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?
TL;DR: In this article, a typology for motives of consumer online articulation is proposed, drawing on findings from research on virtual communities and traditional word-of-mouth literature, which is based on the same authors' work.
Book
Services Marketing: Integrating Customer Focus Across the Firm
TL;DR: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler as discussed by the authors uniquely focuses on the development of customer relationships through quality service.
Journal ArticleDOI
Relational Benefits in Services Industries: The Customer’s Perspective:
TL;DR: In this paper, the authors examined the benefits customers receive as a result of engaging in long-term relational exchanges with service firms and found that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits.
Journal ArticleDOI
Understanding Relationship Marketing Outcomes An Integration of Relational Benefits and Relationship Quality
TL;DR: In this paper, the authors integrate customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables.
Book
Services marketing : integrating customer focus across the firm
TL;DR: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler as discussed by the authors uniquely focuses on the development of customer relationships through quality service.