Rapport-Building Behaviors Used by Retail Employees von Gremler, Dwayne D., Gwinner, Kevin P.

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Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? von Hennig-Thurau, Thorsten, Gwinner, Kevin P., Walsh, Gianfranco, Gremler, Dwayne D.

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Building Brand Image Through Event Sponsorship: The Role of Image Transfer von Gwinner, Kevin P., Eaton, John

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Customer-Employee Rapport in Service Relationships von Gremler, Dwayne D., Gwinner, Kevin P.

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Service Customization Through Employee Adaptiveness von Gwinner, Kevin P., Bitner, Mary Jo, Brown, Stephen W., Kumar, Ajith

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Toward a theory of repeat purchase drivers for consumer services von Paul, Michael, Hennig-Thurau, Thorsten, Gremler, Dwayne D., Gwinner, Kevin P., Wiertz, Caroline

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A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors von Bettencourt, Lance A, Gwinner, Kevin P, Meuter, Matthew L

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Understanding and managing customer relational benefits in services: a meta-analysis von Gremler, Dwayne D., Van Vaerenbergh, Yves, Brüggen, Elisabeth C., Gwinner, Kevin P.

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What makes mavens tick? Exploring the motives of market mavens’ initiation of information diffusion von Walsh, Gianfranco, Gwinner, Kevin P, Swanson, Scott R

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Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality von Hennig-Thurau, Thorsten, Gwinner, Kevin P., Gremler, Dwayne D.

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Relational Benefits in Services Industries: The Customer's Perspective von Gwinner, Kevin P, Gremler, Dwayne D, Bitner, Mary Jo

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Why Don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior von Stephens, Nancy, Gwinner, Kevin P

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Purchasing vacation packages through shop-at-home television programs: An analysis of consumers' consumption motives von Walsh, Gianfranco, Gwinner, Kevin P.

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Generating positive word-of-mouth communication through customer-employee relationships von Gremler, Dwayne D, Gwinner, Kevin P, Brown, Stephen W

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Testing the implied mediational role of cognitive age von Gwinner, Kevin P., Stephens, Nancy

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The impact of customer participation and service expectation on Locus attributions following service failure von Rebecca Yen, HsiuJu, Gwinner, Kevin P, Su, Wanru

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Understanding and Managing Customer Relational Benefits in Services: A Meta-Analysis von Gremler, Dwayne D, Van Vaerenbergh, Yves, Brüggen, Elisabeth C, Gwinner, Kevin P

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Consumer perceptions of Internet retail service quality von Janda, Swinder, Trocchia, Philip J, Gwinner, Kevin P

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Unique Educational Methods to Improve the Veterinary Employment Selection Process for Rural Mixed-Animal Practices von White, Brad J, Gwinner, Kevin P, Andrus, David M, Prince, J. Bruce

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Internet retail customer loyalty: the mediating role of relational benefits von Ju Rebecca Yen, Hsiu, Gwinner, Kevin P

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