Dr. Dwayne D Gremler
Professor of Marketing, Department of Marketing
College of Business Administration, Bowling Green State University
Dr. Gremler is a Professor of Marketing in the College of Business Administration at Bowling Green State University in Ohio. He received his M.B.A. and Ph.D. degrees from Arizona State University, home of the internationally renowned Center for Services Leadership—one of the leading university-based centers for the study of services marketing and management in the world.  Dr. Gremler is also a member of the Research Faculty of the Center for Services Leadership in the W. P. Carey School of Business.

Throughout his academic career, Dr. Gremler has been a passionate advocate for the research and instruction of services marketing issues.  He has served as Chair of the American Marketing Association’s Services Marketing Special Interest Group (SERVSIG) and has helped to organize services marketing conferences in Australia, The Netherlands, France, Portugal, Finland, and the United States.  Dr. Gremler has been invited to conduct seminars and present research on services marketing issues in more than a dozen countries.  He received a Fulbright Scholarship from the U.S. government to teach services marketing courses at the University of Maastricht, The Netherlands, in spring 2006.

Dr. Gremler’s current research is concerned with customer loyalty in service businesses, customer-employee interactions in service delivery, service guarantees, servicescapes, and word-of-mouth communication.  He has published articles in the Journal of Marketing, Journal of Service Research, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Business Research, and Journal of Marketing Education.  Two of these articles received awards as the best articles published in their respective journals for that year, and another was selected by SERVSIG as the Best Service Research article published in 2011.  He has also been the recipient of several research awards at BGSU, including the CBA Outstanding Scholar Award and the Robert A. Patton Scholarly Achievement Award.  Dr. Gremler is a co-author (with Valarie Zeithaml and Mary Jo Bitner) of one of the leading textbooks in his field, entitled: Services Marketing: Integrating Customer Focus Across the Firm.

While a professor at the University of Idaho, Dr. Gremler received the First Interstate Bank Student Excellence in Teaching Award, an award determined by students in the College of Business and Economics.  While at BGSU he has also been the recipient of several teaching awards, including the Academy of Marketing Science Outstanding Marketing Teacher Award (2009), the (BGSU) Alumni Undergraduate Teaching Award (2010), the Hormel Teaching Excellence Award from the Marketing Management Association (2011), and was a finalist for the Sherwin Williams Distinguished Teacher Award from the Society for Marketing Advances (2011).

Dr. Gremler, who previously worked as a software engineer for ten years and coached college basketball for six years, is married and lives in Perrysburg, Ohio, with his wife and two teenage daughters.

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