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FACULTY/STAFF
At the BGSU Department of Marketing, our faculty sets us apart from the competition by taking a full-time role in the education of their students.
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Dwayne
D. Gremler, Ph.D. Professor Office: 226Business Administration Phone: (419) 372-0226 Email: gremler@bgsu.edu Web: www.gremler.net |
Biographical Facts:
Joined
the faculty in 2000
Ph.D., Arizona State University (1995)
M.B.A., Arizona State University (1990)
B.A., Arizona State University (1980)
Teaching Areas:
Marketing Management, Services Marketing and Management, Consumer Behavior
Research Areas:
Services Marketing and Management, Customer Loyalty and Retention, Relationship Marketing, Word-of-Mouth Communication, Employee-Customer Interactions, Service Encounters, Pedagogical Issues in Teaching Marketing
Selected Publications:
Hennig-Thurau, Thorsten, Kevin P. Gwinner, Dwayne D. Gremler, and Michael Paul (2005), “Managing Service Relationships in a Global Economy: Exploring the Impact of National Culture on the Relevance of Customer Relational Benefits for Gaining Loyal Customers,” Advances in International Marketing, 15, 11-31.
Gremler, Dwayne D. (2004), “The Critical Incident Technique in Service Research,” Journal of Service Research, 7 (August), 65-89.
Hennig-Thurau, Thorsten, Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler (2004), “Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?” Journal of Interactive Marketing, 18 (Winter), 38-52.
"Salesperson and Sales Manager Perceptions of Salesperson Job Characteristics and Job Outcomes: A Perceptual Congruence Approach," Journal of Marketing Theory and Practice, (co-authored), 10 (Fall), 30-44, 2002.
"Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences," Journal of Marketing Education, (co-authored), 24 (August), 150-160, 2002.
"Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality," Journal of Service Research, (co-authored), 4 (February), 230-247, 2002.
"Generating Positive Word-of-Mouth Communication Through Customer-Employee Relationships," International Journal of Service Industry Management, 12 (1), 44-59, 2001.
"Customer-Employee Rapport in Service Relationships," Journal of Service Research, (co-authored), 2000.
"Experiential Learning Exercises in Services Marketing Courses," Journal of Marketing Education, (co-authored), 2000.
"The Loyalty Ripple Effect: Appreciating the Full Value of Customers," International Journal of Service Industry Management, (co-authored), 1999.
"Student Satisfaction Guarantees: An Empirical Investigation of Student and Faculty Attitudes," Marketing Education Review, (co-authored), 1999.
"Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers," Journal of Marketing Education, (co-authored), 1999.
"Relational Benefits in Services Industries: The Customer's Perspective," Journal of the Academy of Marketing Science, (co-authored), 1998.
"Service Loyalty: Its Nature, Importance, and Implications," Advancing Service Quality: A Global Perspective, (co-authored), 1996.
"Friendship Over the Counter: How Social Aspects of Service Encounters Influence Consumer Service Loyalty," Advances in Services Marketing and Management, (co-authored), 1996.
"The Impact of Salesperson Socialization on Organizational Commitment, Satisfaction, and Performance in a Professional Service Organization," Journal of Professional Services Marketing, (co-authored), 1995.
"The Internal Service Encounter," International Journal of Service Industry Management, (co-authored), 1994.
Professional Affiliations:
American
Marketing Association
Academy of Marketing Science
Marketing Educators' Association
Honors and Awards:
CBA Outstanding Scholar Award from the College of Business Administration, Bowling Green State University (2004-2006)
Robert A Patton Scholarly Achievement Award from the College of Business Administration, Bowling Green State University (2002-2003)
Outstanding Research Award from the Department of Marketing, College of Business Administration, Bowling Green State University (2002)
Excellence in Service Research Award from the Journal of Service Research for the best article of Volume 4; for article entitled "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality" (2002)
Highly Commended Award from the International Journal of Service Industry Management for article entitled "The Loyalty Ripple Effect: Appreciating the Full Value of Customers" (1999)
Outstanding Paper of the Year for the International Journal of Service Industry Management for article entitled "The Internal Service Encounter" (1995)