Search results with tag "Gremler"
Customer-Employee Rapport in Service Relationships
www.gremler.netJOURNAL OF SERVICE RESEARCH / August 2000Gremler, Gwinner / CUSTOMER-EMPLOYEE RAPPORT Customer-Employee Rapport in Service Relationships Dwayne D. Gremler
ELECTRONIC WORD-OF-MOUTH VIA CONSUMER-OPINION …
www.marketingcenter.deDwayne D. Gremler f ABSTRACT Through Web-based consumer opinion platforms (e.g., epinions.com), the Internet enables customers to share their opinions on, and experiences with, goods and services with a multitude of other consumers; that is, to engage in electronic word-of-mouth (eWOM) communication. Drawing on findings from
Redalyc.Desarrollo del Modelo Servqual para la medición de ...
www.redalyc.orgGREMLER, 2009): Reina Matsumoto Nishizawa Departamento de Administración, Economía y Finanzas 183 • La intangibilidad: Los servicios son acciones, en lugar de objetos, es decir, no se puede ver, tocar, oler, ni almacenar, como los productos. Ésta intangibilidad trae consigo algunas desventajas como; la
THE IMPACT OF SERVICE QUALITY ON CUSTOMER …
www.arabianjbmr.comloyal customers (Gremler and Gwinner, 2000). Organizations to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer satisfaction in their business. Customer satisfaction for organizations that wish to create a competitive
Reflection-in-Action: A Stimulus Reflective Practice for ...
files.eric.ed.govfulfill students learning needs in a better way (Moon, 2003; Titus & Gremler, 2010). Types of Reflective Practices Schon, 1987 and Zeichner and Liston, (2004) have argued that refection is essentially an individual process, while Heather and Amy(2012) Osterman and Kotkamp, (2004) and Ghaye, (2011) have taken reflection as a social process and ...