Dr. Dhruv Grewal

LATEST NEWS: New Book Coming in February 2016

The Impact of Dynamic Presentation Format on Consumer Preferences for Hedonic Products and Services

Posted on: October 14th, 2015 by Dhruv

Roggeveen, Anne L, Dhruv Grewal, Claudia Townsend and R. Krishnan (2015), “The Impact of Dynamic Presentation Format on Consumer Preferences for Hedonic Products and Services,” Journal of Marketing, 79 (November), forthcoming.

Nonverbal and In-Store Communication in the Retail Environment: An Introduction

Posted on: September 18th, 2014 by Dhruv Grewal No Comments

Grewal, Dhruv, Anne L. Roggeveen, Nancy M. Puccinelli and Charles Spence (2014), “Nonverbal and In-Store Communication in the Retail Environment: An Introduction,” Psychology & Marketing. 31 (7), 469-471. (Introductory Editorial for edited special issue).

Improving the Effect of Guarantees: The Role of a Retailer’s Reputation

Posted on: September 18th, 2014 by Dhruv Grewal No Comments

Roggeveen, Anne L., Ronald Goodstein and Dhruv Grewal (2014), “Improving the Effect of Guarantees: The Role of a Retailer’s Reputation,Journal of Retailing, 90 (1), 27-39.

Understanding Social Media Effects Across Seller, Retailer, and Consumer Interactions

Posted on: September 18th, 2013 by Dhruv Grewal No Comments

Rapp, Adam, Lauren Bietelspacher, Dhruv Grewal and Doug Hughes (2013), “Understanding Social Media Effects Across Seller, Retailer, and Consumer Interactions,” Journal of the Academy of Marketing Science, 41 (September), 547-566.

Fix It or Leave It: Customer Recovery from Self-Service Technology Failures

Posted on: September 18th, 2013 by Dhruv Grewal No Comments

Zhu, Zhen, Cheryl Nakata, K. Sivakumar and Dhruv Grewal (2013), “Fix It or Leave It: Customer Recovery from Self-Service Technology Failures,” Journal of Retailing, 89 (1), 15-29.

Can You Trust a Customer’s Expression? Insights into Nonverbal Communication in the Retail Context

Posted on: September 18th, 2010 by Dhruv Grewal No Comments

Puccinelli, Nancy M., Scott Motyka and Dhruv Grewal (2010), Can You Trust a Customer’s Expression? Insights into Nonverbal Communication in the Retail Context,” Psychology & Marketing,27(October), 964–988. (invited and reviewed though leader paper).

Understanding the Retail Managers’ Role in the Sales of Products and Services

Posted on: September 18th, 2009 by Dhruv Grewal No Comments

Arnold, Todd, Robert W. Palmatier, Dhruv Grewal and Arun Sharma (2009), “Understanding the Retail Managers’ Role in the Sales of Products and Services,” Journal of Retailing, 85 (2), 129–144.Lead Article. Paper was awarded the 2011 William R. Davidson JR Honorable Mention Paper Award. 

Understanding the Determinants of Retail Strategy: An Empirical Analysis

Posted on: September 18th, 2008 by Dhruv Grewal No Comments

Gauri, Dinesh K., Minakshi Trivedi and Dhruv Grewal (2008), “Understanding the Determinants of Retail Strategy: An Empirical Analysis,” Journal of Retailing,84 (3) 256–267. Paper was awarded the 2010 William R. Davidson JR Honorable Mention Paper Award. 

The Effect of Compensation on Repurchase Intentions in Service Recovery

Posted on: September 18th, 2008 by Dhruv Grewal No Comments

Grewal, Dhruv, Anne Roggeveen and Michael Tsiros (2008), “The Effect of Compensation on Repurchase Intentions in Service Recovery”. Journal of Retailing,84 (4) 424–434. Paper was awarded the 2010 William R. Davidson JR Best Paper Award. 

Building Store Loyalty through Service Strategies

Posted on: September 18th, 2008 by Dhruv Grewal No Comments

Grewal, Dhruv, R. Krishnan and Joan Lindsey-Mullikin (2008), “Building Store Loyalty through Service Strategies,” Journal of Relationship Marketing,7(4), 341-358.

Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships

Posted on: September 18th, 2008 by Dhruv Grewal No Comments

Rothenbarger, Sandra, Dhruv Grewal and Gopalkrishnan Iyer (2008), “Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships,” Journal of Relationship Marketing, 7(4), 358-376.

Self-Service Technology Effectiveness: The Roles of Design Features and Individual Traits

Posted on: September 18th, 2007 by Dhruv Grewal No Comments

Zhen Zhu, Cheryl Nakata, K. Sivakumar and Dhruv Grewal (2007), “Self-Service Technology Effectiveness: The Roles of Design Features and Individual Traits,” Journal of the Academy of Marketing Science, 35 (4), 492-506.

Developing a Deeper Understanding of Post-Purchase Perceived Risk and Behavioral Intentions in a Service Setting

Posted on: September 18th, 2007 by Dhruv Grewal No Comments

Grewal, Dhruv, Gopalkrishnan Iyer, Jerry Gotlieb and Michael Levy (2007), “Developing a Deeper Understanding of Post-Purchase Perceived Risk and Behavioral Intentions in a Service Setting,” Journal of the Academy of Marketing Science, 35 (2), 250-258.

SERVCON: Development and Validation of a Multidimensional Service Convenience Scale

Posted on: September 18th, 2007 by Dhruv Grewal No Comments

Seiders, Kathleen, Glenn B. Voss, Andrea L. Godfrey and Dhruv Grewal (2007), “SERVCON: Development and Validation of a Multidimensional Service Convenience Scale,” Journal of the Academy of Marketing Science, 35 (1), 144-156.

Six Strategies for competing through services: An agenda for future research

Posted on: September 18th, 2007 by Dhruv Grewal No Comments

Bolton, Ruth N., Dhruv Grewal and Michael Levy (2007), “Six Strategies for competing through services: An agenda for future research,” Journal of Retailing, 83 (1), 1-4. (Editorial)

Challenges and Opportunities in Multichannel Customer Management

Posted on: September 18th, 2006 by Dhruv Grewal No Comments

Neslin, Scott A., Dhruv Grewal, Robert Leghorn, Venkatesh Shankar, Miriji L. Teerling, Jacquelyn S. Thomas and Peter C. Verhoef (2006), “Challenges and Opportunities in Multichannel Customer Management,” Journal of Services Research, 9 (2), 95-112. Lead Article. (invited though leader paper).

Consumer Responses to Service Recovery Strategies: The Moderating Role of Online versus Offline Environment

Posted on: September 18th, 2006 by Dhruv Grewal No Comments

Harris, Katherine E., Dhruv Grewal, Lois A. Mohr and Kenneth L. Bernhardt (2006), “Consumer Responses to Service Recovery Strategies: The Moderating Role of Online versus Offline Environment,” Journal of Business Research, 59 (April), 425-431.

Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context

Posted on: September 18th, 2005 by Dhruv Grewal No Comments

Seiders, Kathleen, Glenn Voss, Dhruv Grewal and Andrea Godfrey(2005),Do Satisfied Customers Buy More?  Examining Moderating Influences in a Retailing Context,” Journal of Marketing, 69 (October), 26-43. Finalist for the Best Services Article Published in 2005 Award. Reprinted in 2012 in International Retail and Marketing Review, 8 (1) 38-60. 

An Examination of Moderators of the Effects of Customers’ Evaluation of Employee Courtesy on Attitude Toward the Service Firm

Posted on: September 18th, 2004 by Dhruv Grewal No Comments

Gotlieb, Jerry, Dhruv Grewal, Michael Levy and Joan Lindsey-Mullikin (2004), “An Examination of Moderators of the Effects of Customers’ Evaluation of Employee Courtesy on Attitude Toward the Service Firm,” Journal of Applied Social Psychology, 34 (April), 825-847.

he Effects of Wait Expectations and Store Atmosphere Evaluations on Patronage Intentions in Service-Intensive Retail Stores

Posted on: September 18th, 2003 by Dhruv Grewal No Comments

Grewal, Dhruv, Julie Baker, Michael Levy and Glenn Voss (2003), “The Effects of Wait Expectations and Store Atmosphere Evaluations on Patronage Intentions in Service-Intensive Retail Stores,” Journal of Retailing, 79 (4), 259-268. Prior version of the paper received the Stanley C. Hollander Best Retailing Paper, Academy of Marketing Science 2002 and the M. Wayne DeLozier Best Conference Paper, Academy of Marketing Science 2002.

Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider

Posted on: September 18th, 2003 by Dhruv Grewal No Comments

Montoya-Weiss, Mitzi, Glenn Voss and Dhruv Grewal (2003), “Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider”, Journal of the Academy of Marketing Science, 31 (Fall), 448-458.  Prior version of this paper received the Best Paper Award, Technology Track, Summer AMA 2000. Version of this was also published as a 2003 Marketing Science Institute Report. 49th most cited JAMS article as of 12/1/2011 on JAMS website. 

Understanding Service Convenience

Posted on: September 18th, 2002 by Dhruv Grewal No Comments

Berry, Leonard, Kathleen Seiders and Dhruv Grewal (2002), “Understanding Service Convenience,” Journal of Marketing, 66 (July), 1-17.  Best Services Paper Award (2002), from the Services SIG presented at the Service Frontier Conference, October 2003. Lead Article.

Personal Selling in Retail Settings: How Does the Internet and Related Technologies Enable and Limit Successful Selling?

Posted on: September 18th, 2002 by Dhruv Grewal No Comments

Grewal, Dhruv, Michael Levy and Greg W. Marshall (2002), “Personal Selling in Retail Settings: How Does the Internet and Related Technologies Enable and Limit Successful Selling? Journal of Marketing Management 18 (3-4) April 2002, pp. 301-316. (invited though leader paper).

Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview

Posted on: September 18th, 2000 by Dhruv Grewal No Comments

Parasuraman, A. and Dhruv Grewal (2000), “Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview,” Journal of the Academy of Marketing Science, 28 (Winter), 9-16. (Editorial).

The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda

Posted on: September 18th, 2000 by Dhruv Grewal No Comments

Parasuraman, A. and Dhruv Grewal (2000), “The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda,” Journal of the Academy of Marketing Science, 28 (Winter), 168-174. 18th most cited JAMS article as of 12/1/2011 on JAMS website. (invited though leader paper).

The Moderating Effects of The Service Context on the Relationship Between Price and Post-Consumption Perceptions of Service Quality

Posted on: September 18th, 2000 by Dhruv Grewal No Comments

Grewal, Dhruv, Jerry Gotlieb and Howard Marmorstein (2000), “The Moderating Effects of The Service Context on the Relationship Between Price and Post-Consumption Perceptions of Service Quality,” Journal of Business & Psychology, 14 (Summer), 579-591.  

The Role of Price, Performance and Expectations in Determining Satisfaction in Service Exchanges

Posted on: September 18th, 1998 by Dhruv Grewal No Comments

Voss, Glenn, A. Parasuraman and Dhruv Grewal (1998), “The Role of Price, Performance and Expectations in Determining Satisfaction in Service Exchanges,” Journal of Marketing, 62 (October), 46-61.

The Customer Satisfaction/Logistics Interface

Posted on: September 18th, 1995 by Dhruv Grewal No Comments

Sharma, Arun, Dhruv Grewal and Michael Levy (1995), “The Customer Satisfaction/Logistics Interface,” Journal of Business Logistics, 16 (2), 1-21.

Consumer Satisfaction and Perceived Quality: Complementary or Divergent Constructs?

Posted on: September 18th, 1994 by Dhruv Grewal No Comments

Gotlieb, Jerry B., Dhruv Grewal and Stephen W. Brown (1994), “Consumer Satisfaction and Perceived Quality:  Complementary or Divergent Constructs?”  Journal of Applied Psychology, 79 (6), 875-885.

The Effect of Salesforce Behavior on Customer Satisfaction: An Interactive Framework

Posted on: September 18th, 1991 by Dhruv Grewal No Comments

Grewal, Dhruv and Arun Sharma (1991), “The Effect of Salesforce Behavior on Customer Satisfaction:  An Interactive Framework,” Journal of Personal Selling and Sales Management, 11 (3), 13-23. This article was abstracted in The Selling Advantage, 4 (May), 1982, 1-2.

Salesforce Turnover: Those Who Left and Those Who Stayed

Posted on: September 18th, 1989 by Dhruv Grewal No Comments

Fern, Edward F., Ramon A. Avila and Dhruv Grewal (1989), “Salesforce Turnover:  Those Who Left and Those Who Stayed,” Industrial Marketing Management, 18 (February), 1-9.  Lead article.

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