EDUCATION

Ph.D., Arizona State University, 1995

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

B.A., Arizona State University, 1980

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ACADEMIC POSITIONS

• 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

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SELECTED AWARDS

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 College of Business Administration, Bowling Green State University (2004-2006)

 

 

SELECTED PUBLICATIONS

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

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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.

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

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Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2000), “Why Customers Build Relationships With Companies—And Why Not,” in Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Retention, T. Hennig-Thurau and U. Hansen, eds. Berlin, Germany: Springer, 369-391.

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Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler (2009), Services Marketing: Integrating Customer Focus Across the Firm, 5th Edition. New York: Irwin/McGraw-Hill. (forthcoming)

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Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler (2006), Services Marketing: Integrating Customer Focus Across the Firm, 4th Edition. New York: Irwin/McGraw-Hill

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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, (forthcoming).

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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.

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

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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

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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.)