Customer-Employee Rapport in Service Relationships

By Dwayne D. Gremler, K. Gwinner. 2000

1,216 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/c8bcb501a3766ebc891dc105f3d9f62d50125a40

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Effects of brand love, personality and image on word of mouth: The case of fashion brands among young consumers (2012, methodology): “WOM in this study modified based on a scale developed by Gremler and Gwinner (2000).”
Impacts of the COVID-19 pandemic on employees’ work stress, well-being, mental health, organizational citizenship behavior, and employee-customer identification (2021, neutral): “According to previous studies, it was argued that the formation of partnerships between employees and customers is important in retaining customers and in maintaining and building positive relationships with customers (Anaza, 2015; Gremler & Gwinner, 2000).”
The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2017, background): “Service employees who perform well also provide a sound basis for establishing a personal bond and trust (Gremler and Gwinner 2000).”
Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions (2015, methodology): “Previous research suggests the direct effects of the social factors within the service environment on satisfaction, loyalty, word-of-mouth behavior (Butcher, 2005; Gremler & Gwinner, 2000; Specht et al., 2007), and the company’s image (Baker et al., 1994; Nguyen & Leblanc, 2002).”
The impact of service failures on customer loyalty (2004, background): “But how can service providers distinguish between high and low affective commitment? Affective commitment is cultivated via rapport building (Liljander and Strandvik, 1996; Gremler and Gwinner, 2000; Hennig-Thurau et al., 2002), thus suggesting that repeat customers with high degrees of social bondi”
Other consumers in service encounters: a script theoretical perspective. (2011, background): “However, existing service encounter research mainly focuses on consumer-provider dyadic interactions (e.g., Gremler & Gwinner, 2000) the influence of “other consumers” receives scant research attention.”