40 Publications (Page 2 of 2)
2001
A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviorsBettencourt, L. A⋅Gwinner, Kevin and Meuter, M. LJournal of Applied Psychology, vol. 86, (no. 1), pp. 29-41, 2001.
| Journal Article
Generating positive word-of-mouth communication through customer-employee relationshipsGremler, Dwayne D⋅Gwinner, Kevin and Brown, Stephen WInternational Journal of Service Industry Management, vol. 12, (no. 1), pp. 44-59, 2001.
| Journal Article
Take me out to the ballgame: What motivates fan game attendance and word-of-mouth behavior?Swanson, Scott⋅Gwinner, Kevin P and Larson, Brian VAmerican Marketing Association. Conference Proceedings, vol. 12, pp. 176, 2001.
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Testing the implied mediational role of cognitive ageGwinner, Kevin P and Stephens, Nancy JPsychology & Marketing, vol. 18, (no. 10), pp. 1031-1048, Oct 2001.
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The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business StructuresGwinner, Kevin PThe Academy of Management Executive, vol. 15, (no. 4), pp. 143-145, Nov 2001.
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2000
A model of fan identification and sponsorship successSwanson, Scott and Gwinner, Kevin PAmerican Marketing Association. Conference Proceedings, vol. 11, pp. 147, 2000.
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Customer-employee rapport in service relationshipsGremler, Dwayne D and Gwinner, Kevin PJournal of Service Research : JSR, vol. 3, (no. 1), pp. 82-104, Aug 2000.
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1999
Building brand image through event sponsorship: The role of image transferGwinner, Kevin P and Eaton, JohnJournal of Advertising, vol. 28, (no. 4), pp. 47-57, Winter 1999.
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1998
Connecting with customers: An examination of rapport in service industriesGremler, Dwayne D and Gwinner, Kevin PAmerican Marketing Association. Conference Proceedings, vol. 9, pp. 161, 1998.
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Why don't some people complain? A cognitive-emotive process model of consumer complaint behaviorStephens, Nancy J and Gwinner, Kevin PAcademy of Marketing Science. Journal, vol. 26, (no. 3), pp. 172-189, Summer 1998.
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1997
A model of image creation and image transfer in event sponsorshipGwinner, Kevin PInternational Marketing Review, vol. 14, (no. 3), pp. 145-158, 1997.
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The adaptive behaviors of boundary-spanning service personnel: Identifying antecedents and consequences (Dissertation)Gwinner, Kevin P (1997).
1996
Customization of the service experience: the role of the frontline employeeBettencourt, Lance A and Gwinner, Kevin PInternational Journal of Service Industry Management, vol. 7, (no. 2), pp. 3-20, 1996.
| Journal Article