Dwayne D. Gremler, Ph.D.

gremler-dwayne

Dwayne D. Gremler, Ph.D.

  • Position: Professor
  • Phone: (419) 372-0226
  • Email: gremler@bgsu.edu
  • Address: 358J Maurer Center

Dr. Dwayne D. Gremler is a Profess of Marketing and has been appointed as  both a BGSU Distinguished Research Professor and BGSU Teaching Professor.  He holds a PhD from Arizona State University and his area of expertise concerns marketing issues related to the delivery of service. He has published on this topic in top tier journals such as Journal of MarketingJournal of Service ResearchJournal of the Academy of Marketing Science, and Journal of Retailing. He has served as Chair of the American Marketing Association’s Services Marketing Special Interest Group (SERVSIG) and in 2014 he received the Christopher Lovelock Career Contributions Award from SERVSIG. He received a Fulbright Scholarship from the U.S. government to teach service marketing courses at the University of Maastricht, The Netherlands, in spring 2006. Dr. Gremler is a co-author (with Valarie Zeithaml and Mary Jo Bitner) of one of the leading service textbooks in the field, entitled: Services Marketing: Integrating Customer Focus Across the Firm (with the 8th Edition due to be published next year).

EDUCATION

Ph.D., Arizona State University, 1995

M.B.A., Arizona State University, 1990

B.A., Arizona State University, 1980

ACADEMIC POSITIONS

  • Distinguished Research Professor, Bowling Green State University (2022-present)
  • Distinguished Teaching Professor, Bowling Green State University (2015-present)
  • Professor of Marketing, Bowling Green State University, 2007–present
  • Associate Professor of Marketing, Bowling Green State University, 2000–2007
    (Granted tenure spring 2003)
  • Visiting Professor (Fulbright Scholarship), University of Maastricht, The Netherlands, Spring 2006
  • Assistant Professor of Marketing, University of Idaho, 1995–2000
    (Promoted and granted tenure spring 2000)
  • Graduate Assistant, Arizona State University, 1990–1995
  • Instructor, Arizona College of the Bible, 1987–1988

Appointments at Other Universities·        

  • Visiting International Professor, University of Münster, Münster, Germany (2015-present)
  • Associate Member, Center for Service Management, Loughborough University, UK (2014-present)
  • Research Faculty, Center for Services Leadership, W. P. Carey School of Business, Arizona State University (2009-present)
  • Audi Visiting Professor, Catholic University of Eichstätt-Ingolstadt, Germany (2016)
  • Invited Visiting Professor, HEC School of Management, University of Liege, Belgium (2015-2016)
  • Invited Visiting Professor, Radboud University Nijmegen, The Netherlands (June 2008)
  • Fulbright Scholar, University of Maastricht, The Netherlands (January-July 2006)
  • Invited Visiting Scholar and Senior Research Fellow to the University of Maastricht Academic Center for Research in Services, Maastricht, The Netherlands (May-June, 1998)

SELECTED AWARDS

  • SERVSIG Christopher Lovelock Career Contributions Award from the American Marketing Association’s Services Marketing Special Interest Group (SERVSIG) (awarded in 2014)
  • BGSU Distinguished Teaching Professor, Bowling Green State University (2015)
  • Schmidthorst College of Business Teaching Excellence Award, Schmidthorst College of Business, Bowling Green State University (2015)
  • Outstanding Marketing Teacher Award from the Academy of Marketing Science (2009)
  • Reviewer of the Year from the International Journal of Service Industry Management (2006)
  • CBA Outstanding Scholar Award from the Schmidthorst College of Business, Bowling Green State University (2004-2006)
  • Service Marketing
  • Service Management
  • Service Recovery
  • Service Blueprinting
  • Customer Experience Management
  • Customer-employee interactions in service delivery
  • Employee emotional competence
  • Service guarantees
  • Servicescapes
  • Word-of-mouth communication
  • Customer loyalty in service businesses

Journal Publications

Donthu, N., Gremler, D. D., Kumar, S., & Pattnaik, D. (2021). Mapping of Journal of Service Research Themes: A 22-year Review. Journal of Service Research23(5), forthcoming.

Garnefeld, Ina, Tabea Krah, Dwayne D. Gremler, and Eva Boehm (2021), "Online Reviews Generated through Product Testing: Can More Favorable Reviews Be Enticed with Free Products?" Journal of the Academy of Marketing Science, 49 (4). 703-722.

Donthu, Naveen, Dwayne D. Gremler, Satish Kumar, and Debidutta Pattnaik (2022), "Mapping of Journal of Service Research Themes: A 22-year Review," Journal of Service Research, 25 (2),187-193.

Gremler, Dwayne D., Yves Van Vaerenbergh, Elizabeth Brüggen, and Kevin P. Gwinner (2020), "Understanding and Managing Customer Relational Benefits in Services: A Meta-Analysis," Journal of the Academy of Marketing Science (Special Issue on Generalizations in Marketing), 48 (3), 565-583.

Furrer, Olivier, Jie Yu Kerguignas, Cécile Delcourt, and Dwayne D. Gremler (2020), "Twenty-seven Years of Service Marketing Research: A Literature Review and Research Agenda," Journal of Services Marketing (Special Issue on "Service Research: A Critical Review and New Perspectives"), 34 (3), 199-316.

Liu, Xiao-Yu, Nai-Wen Chi, and Dwayne D. Gremler (2019), "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects," Journal of Service Research, 22 (3), 285-300.

Albrecht, Arne K., Gianfranco Walsh, Simon Brach, Dwayne D. Gremler, and Erica van Herpen (2017), "The Influence of Service Employees and Other Customers on Customer Unfriendliness: A Social Norms Perspective," Journal of the Academy of Marketing Science, 45 (6), 827-847.

Zablah, Alex R., Nancy J. Sirianni, Daniel Korschun, Dwayne D. Gremler, and Sharon E. Beatty (2017), "Emotional Convergence in Service Relationships: The Shared Frontline Experience of Customers and Employees," Journal of Service Research (Special Issue on Organizational Frontline Research), 20 (February), 76-90.

Rafaeli, Anat, Daniel Altman, Dwayne D. Gremler, Ming-Hui Huang, Dhruv Grewal, Bala Iyer, A. Parasuraman, and Ko de Ruyter (2017), "Invited Commentaries  on the Future of Frontline Research," Journal of Service Research (Special Issue on Organizational Frontline Research), 20 (February), 91-99.

Delcourt, Cécile, Dwayne D. Gremler, Fabrice De Zanet, and Allard C.R. van Riel (2017), "An Analysis of the Interaction Effect between Employee Technical and Emotional Competencies in Emotionally Charged Service Encounters," Journal of Service Management, 28 (1), 85-106. 

Delcourt, Cécile, Dwayne D. Gremler, Allard C.R. van Riel, and Marcel J. H. van Birgelen (2016), "Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure," Journal of Service Research, 19 (February), 72-87. (This paper received an award.)

Bleijerveld, Jeroen F. J., Dwayne D. Gremler, Jos G. A. M. Lemmink (2015), "Service Alliances Between Unequals: The Apple Does Not Fall Far from the Better Tree," Journal of Service Management, 26 (5), 807-822.

Meyer, Jeffrey, Dwayne D. Gremler, and Jens Hogreve (2014), "Do Service Guarantees Guarantee Greater Market Value?" Journal of Service Research, 17 (May), 150-163.

Delcourt, Cécile, Dwayne D. Gremler, Allard C.R. van Riel, and Marcel van Birgelen (2013), "Effects of Perceived Employee Emotional Competence on Customer Satisfaction and Loyalty: The Mediating Role of Rapport," Journal of Service Management, 24 (1), 5-24.  (This paper received an award.)

Walsh, Gianfranco, Matthias Gouthier, Dwayne D. Gremler, and Simon Brach (2012), "What the Eye Does Not See, the Mind Cannot Reject: Can Call Center Location Explain Differences in Customer Evaluations?" International Business Review, 21 (5), 957-967.

Brüggen, Elisabeth, Bram Foubert, and Dwayne D. Gremler (2011), "Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape," Journal of Marketing, 75 (September), 71-87.  (This paper received an award.)

Tronvoll, Bård, Stephen W. Brown, Dwayne D. Gremler, and Bo Edvardsson (2011), "Paradigms in Service Research," Journal of Service Management, 22 (5), 560-585.  (This paper received an award.)

Titus, Philip A. and Dwayne D. Gremler (2010), "Guiding Reflective Practice: An Auditing Framework to Assess Teaching Philosophy and Style," Journal of Marketing Education, 32 (2), 182-196.

Hogreve, Jens and Dwayne D. Gremler (2009), "Twenty Years of Service Guarantee Research: A Synthesis," Journal of Service Research, 11 (May), 322-343.

Paul, Michael, Thorsten Hennig-Thurau, Dwayne D. Gremler, Kevin P. Gwinner, and Caroline Wiertz (2009), "Toward a Theory of Repeated Purchase Drivers for Consumer Services," Journal of the Academy of Marketing Science, 37 (2), 215-237.

Gremler, Dwayne D. and Kevin P. Gwinner (2008), "Rapport-Building Strategies Used by Retail Employees," Journal of Retailing, 84 (3), 308-324.

Ruiz, David Martín, Dwayne D. Gremler, Judith H. Washburn, and Gabriel Cepeda Carrión (2008),"Service Value Revisited: Specifying a Higher-Order, Formative Measure," Journal of Business Research - Special Issue on Formative Measures, 61 (12), 1278-91.

Hennig-Thurau, Thorsten, Markus Groth, Michael Paul, and Dwayne D. Gremler (2006), "Are All Smiles Created Equal? How Employee-Customer Emotional Contagion and Emotional Labor Impact Service Relationships," Journal of Marketing, 70 (July), 58-73.

Gremler, Dwayne D. (2004), "The Critical Incident Technique in Service Research," Journal of Service Research, 7 (August), 65-89. (This paper received an award.)

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

McCollough, Michael A. and Dwayne D. Gremler (2004), "A Conceptual Model and Empirical Examination of the Effect of Service Guarantees on Post-purchase Consumption Evaluations," Managing Service Quality, 14 (1), 58-74. (This paper received an award.)

Textbooks

Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler (2018), Services Marketing: Integrating Customer Focus Across the Firm, 7th Edition.  New York: Irwin/McGraw-Hill.

Updated: 05/19/2022 04:48PM