litlas
Log inCreate account

Dwayne D. Gremler

Active 1994–2021

15
Papers
18,603
Citations
15
h-index
15
i10-index

Citations

Citations per year for Dwayne D. Gremler1997: 2 citations1998: 1 citations1999: 6 citations2000: 10 citations2001: 19 citations2002: 26 citations2003: 38 citations2004: 49 citations2005: 45 citations2006: 61 citations2007: 79 citations2008: 84 citations2009: 100 citations2010: 119 citations2011: 117 citations2012: 127 citations2013: 163 citations2014: 147 citations2015: 161 citations2016: 157 citations2017: 175 citations2018: 178 citations2019: 186 citations2020: 188 citations2021: 175 citations2022: 130 citations2023: 108 citations2024: 103 citations2025: 61 citations2026: 18 citations

Citation sources

Countries

World map of the countries and regions citing this authorUnited States: 749 citing papers, 21.3% of this breakdownChina: 336 citing papers, 9.5% of this breakdownUnited Kingdom: 242 citing papers, 6.9% of this breakdownTaiwan: 220 citing papers, 6.2% of this breakdownGermany: 165 citing papers, 4.7% of this breakdownAustralia: 157 citing papers, 4.5% of this breakdownSouth Korea: 141 citing papers, 4% of this breakdownIndia: 115 citing papers, 3.3% of this breakdownHong Kong: 108 citing papers, 3.1% of this breakdownSpain: 99 citing papers, 2.8% of this breakdownCanada: 91 citing papers, 2.6% of this breakdownNetherlands: 76 citing papers, 2.2% of this breakdown
0%21.3%Other 28.9%

Institutions

Fields

  • Social Sciences50.4%
  • Business, Management and Accounting30.7%
  • Computer Science7.6%
  • Decision Sciences4.7%
  • Psychology2.4%
  • Health Professions1.4%
  • Other2.8%

Topics

  • Digital Marketing and Social Media20.7%
  • Customer Service Quality and Loyalty12%
  • Technology Adoption and User Behaviour10.6%
  • Consumer Behavior in Brand Consumption and Identification7.7%
  • Consumer Retail Behavior Studies3.7%
  • Digital Communication and Language3.2%
  • Other42.1%

Coauthors

All papers

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

    Authors: Thorsten Hennig‐Thurau, Kevin P. Gwinner, Gianfranco Walsh, Dwayne D. Gremler - Journal of Interactive Marketing 2004 cited by 5,779

  2. Customer-Employee Rapport in Service Relationships

    Authors: Dwayne D. Gremler, Kevin P. Gwinner - Journal of Service Research 2000 cited by 1,147

  3. Understanding Relationship Marketing Outcomes

    Authors: Thorsten Hennig‐Thurau, Kevin P. Gwinner, Dwayne D. Gremler - Journal of Service Research 2002 cited by 2,267

  4. Rapport-Building Behaviors Used by Retail Employees

    Authors: Dwayne D. Gremler, Kevin P. Gwinner - Journal of Retailing 2008 cited by 399

  5. The Critical Incident Technique in Service Research

    Authors: Dwayne D. Gremler - Journal of Service Research 2004 cited by 1,047

  6. Online reviews generated through product testing: can more favorable reviews be enticed with free products?

    Authors: Ina Garnefeld, Tabea Krah, Eva Böhm, Dwayne D. Gremler - Journal of the Academy of Marketing Science 2021 cited by 23

  7. Relational Benefits in Services Industries: The Customer's Perspective

    Authors: Kevin P. Gwinner, Dwayne D. Gremler, M. J. Bitner - Journal of the Academy of Marketing Science 1998 cited by 2,348

  8. Services Marketing: Integrating Customer Focus Across the Firm

    Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler - 1996 cited by 3,065

  9. Generating positive word‐of‐mouth communication through customer‐employee relationships

    Authors: Dwayne D. Gremler, Kevin P. Gwinner, Stephen Brown - International Journal of Service Industry Management 2001 cited by 501

  10. The loyalty ripple effect

    Authors: Dwayne D. Gremler, Stephen Brown - International Journal of Service Industry Management 1999 cited by 271

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

    Authors: Thorsten Hennig‐Thurau, Markus Groth, Michael Paul, Dwayne D. Gremler - Journal of Marketing 2006 cited by 735

  12. Services Marketing Strategy

    Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler - Wiley International Encyclopedia of Marketing 2010 cited by 251

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

    Authors: David Martín, Dwayne D. Gremler, Judith H. Washburn, Gabriel Cepeda‐Carrión - Journal of Business Research 2008 cited by 354

  14. The Internal Service Encounter

    Authors: Dwayne D. Gremler, Mary Jo Bitner, Kenneth R. Evans - International Journal of Service Industry Management 1994 cited by 212

  15. Services marketing. 3rd. ed.

    Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler - 2002 cited by 204

All 15 papers shown.