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D-Index & Metrics

Business and Management

D-Index
40
Citations
49259
World Ranking
1614
National Ranking
674

Overview

Dwayne D. Gremler is affiliated with Bowling Green State University in the United States. Their research concentrates primarily within the fields of Business, Management and Accounting, as well as Social Sciences. Key subfields of study include Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science, Artificial Intelligence, and Communication.

The scientist's work addresses several main topics including Customer Service Quality and Loyalty, Digital Marketing and Social Media, Service and Product Innovation, Consumer Behavior in Brand Consumption and Identification, Sentiment Analysis and Opinion Mining, Hate Speech and Cyberbullying Detection, and Public Relations and Crisis Communication.

Recent publications by Dwayne D. Gremler feature a variety of journals and research themes. Notable papers include:

  • Twenty-seven years of service research: a literature review and research agenda (2020), Journal of Services Marketing
  • Mapping of Journal of Service Research Themes: A 22-Year Review (2020), Journal of Service Research
  • From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement (2022), European Journal of Marketing
  • Online reviews generated through product testing: can more favorable reviews be enticed with free products? (2021), Journal of the Academy of Marketing Science
  • Breaking bad news: How frontline employees cope with bad news disclosure to customers (2025), Journal of the Academy of Marketing Science

The journals where Dwayne D. Gremler most frequently publishes are:

  • Journal of the Academy of Marketing Science
  • Journal of Services Marketing
  • Journal of Service Research
  • European Journal of Marketing

Frequent collaborators include Olivier Furrer, Jie Yu Kerguignas, Cécile Delcourt, Naveen Donthu, and Satish Kumar. Their joint work covers several aspects of marketing and service research.

Best Publications

  • Services marketing : integrating customer focus across the firm

    Valarie A Zeithaml;Mary Jo Bitner;Dwayne D Gremler

  • Services Marketing: Integrating Customer Focus Across the Firm

    Valarie A Zeithaml;Mary Jo Bitner;Dwayne D Gremler

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

    Thorsten Hennig-Thurau;Kevin P. Gwinner;Gianfranco Walsh;Dwayne D. Gremler

  • Relational Benefits in Services Industries: The Customer’s Perspective:

    Kevin P. Gwinner;Dwayne D. Gremler;Mary Jo Bitner

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

    Thorsten Hennig-Thurau;Kevin P. Gwinner;Dwayne D. Gremler

  • Customer-Employee Rapport in Service Relationships

    Dwayne D. Gremler;Kevin P. Gwinner

  • The Critical Incident Technique in Service Research

    Dwayne D. Gremler

  • Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships:

    Thorsten Hennig-Thurau;Markus Groth;Michael Paul;Dwayne D. Gremler

  • Generating positive word‐of‐mouth communication through customer‐employee relationships

    Dwayne D. Gremler;Kevin P. Gwinner;Stephen W. Brown

  • The loyalty ripple effect

    Dwayne D. Gremler;Stephen W. Brown

  • Rapport-Building Behaviors Used by Retail Employees

    Dwayne D. Gremler;Kevin P. Gwinner

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

    David Martín Ruiz;Dwayne D. Gremler;Judith H. Washburn;Gabriel Cepeda Carrión

  • The internal service encounter

    Dwayne D. Gremler;Mary Jo Bitner;Kenneth R. Evans

  • Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

    Unknown

  • The Internal Service Encounter

    Dwayne D. Gremler;Mary Jo Bitner;Kenneth R. Evans

  • Friendship over the counter: How social aspects of service encounters influence consumer service loyalty

    Cathy Goodwin;Dwayne D. Gremler

  • Services marketing. 3rd. ed.

    Valarie Zeithaml;Mary Jo Bitner;Dwayne D. Gremler

  • Experiential Learning Exercises in Services Marketing Courses

    Dwayne D. Gremler;K. Douglas Hoffman;Susan M. Keaveney;Lauren K. Wright

  • Services Marketing Strategy

    Valarie A. Zeithaml;Mary Jo Bitner;Dwayne D. Gremler

  • Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

    Cécile Delcourt;Dwayne D. Gremler;Allard C.R. van Riel;Marcel van Birgelen

  • Technology’s Impact on the Gaps Model of Service Quality

    Mary Jo Bitner;Valarie A. Zeithaml;Dwayne D. Gremler

  • The Future of Frontline Research: Invited Commentaries

    Anat Rafaeli;Daniel Altman;Dwayne D. Gremler;Ming Hui Huang

  • Services Marketing. Integrating Customer focus across the firm. Texbook manajemen 2018

    Valarie.A. . Zeithami;Mary.Jo. . Bitner;Dwayne. D . Gremler

Frequent Co-Authors

Mary Jo Bitner
Mary Jo Bitner Arizona State University
Thorsten Hennig-Thurau
Thorsten Hennig-Thurau University of Münster
Valarie A. Zeithaml
Valarie A. Zeithaml University of North Carolina at Chapel Hill
Kenneth R. Evans
Kenneth R. Evans Lamar University
Stephen W. Brown
Stephen W. Brown Arizona State University
Gianfranco Walsh
Gianfranco Walsh Friedrich Schiller University Jena
Ko de Ruyter
Ko de Ruyter King's College London
Naveen Donthu
Naveen Donthu Georgia State University
Anat Rafaeli
Anat Rafaeli Technion – Israel Institute of Technology
Dhruv Grewal
Dhruv Grewal Babson College

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