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How in-store retail and service atmosphere create customer engagement

Schweiger, Elisa B.; Roggeveen, Anne L.; Grewal, Dhruv; … - In: Handbook of research on customer engagement, (pp. 126-163). 2019

Persistent link: https://www.econbiz.de/10013163365

The value of knowing what customers really want : the impact of salesperson ability to read non-verbal cues of affect on service quality

Puccinelli, Nancy M.; Andrzejewski, Susan A.; Markos, Ereni - In: Journal of marketing management : MM 29 (2013) 3/4, pp. 356-373

Persistent link: https://www.econbiz.de/10009761873

Online channel use and satisfaction in a multichannel service context : Report No. 03-107

Montoya-Weiss, Mitzi; Voss, Glenn B.; Grewal, Dhruv - In: MSI reports : working paper series (2003) 2, pp. 19-35

Persistent link: https://www.econbiz.de/10001978308

Service experience lies in the eye of the beholder : contextualizing extant literature toward integrating eye-tracking in service research

Wetzels, Ruud; Wetzels, Martin; Lemmink, Jos; Grewal, Dhruv - In: The journal of services marketing 38 (2024) 9, pp. 1117-1131

Persistent link: https://www.econbiz.de/10015207214

Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?

Roggeveen, Anne L.; Tsiros, Michael; Grewal, Dhruv - In: Journal of the Academy of Marketing Science 40 (2012) 6, pp. 771-790

Persistent link: https://www.econbiz.de/10009679038

Six strategies for competing through service : an agenda for future research

Bolton, Ruth N.; Grewal, Dhruv; Levy, Michael - 2009

Persistent link: https://www.econbiz.de/10003836306

SERVCON: development and validation of a multidimensional service convenience scale

Seiders, Kathleen; Voss, Glenn B.; Godfrey, Andrea L.; … - In: Journal of the Academy of Marketing Science 35 (2007) 1, pp. 144-156

Persistent link: https://www.econbiz.de/10003485165

Six strategies for competing through service: an agenda for future research

Bolton, Ruth N.; Grewal, Dhruv; Levy, Michael - In: Journal of retailing 83 (2007) 1, pp. 1-4

Persistent link: https://www.econbiz.de/10003438190

Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences

Doorn, Jenny van; Mende, Martin; Noble, Stephanie M.; … - In: Journal of service research : JSR 20 (2017) 1, pp. 43-58

Persistent link: https://www.econbiz.de/10011647482

The Effect of Compensation on Repurchase Intentions in Service Recovery

Grewal, Dhruv - 2016

To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

Persistent link: https://www.econbiz.de/10012994823