Dr. Dhruv Grewal

Wetzels, Martin, Rudd Wetzels, and Dhruv Grewal (2024), “Viewpoint Article: From Star Trek to “Service Trek”: These Are the Voyages of the Service Community,” Journal of Services Marketing.

Hill Krista, Dennis Herhausen, Anne L. Roggeveen, and Dhruv Grewal (2024), “Countering Virtual Brand Sabotage: The Power of Informative Responses.” Journal of Services Research.

Blut, Markus, Damien Chaney, Renaud Lunardo, Remi Mencarelli, and Dhruv Grewal (2024), “Customer Perceived Value: A Comprehensive Meta-analysis.” Journal of Services Research.

Shanks, Illana, Maura Scott, Martin Mende, Jenny van Doorn, and Dhruv Grewal (2024), “Cobotics and Its Power Dynamics: Establishing and Mitigating Unintended Consequences of Human-Robot Collaboration in Healthcare Services,” Journal of the Academy of Marketing Science.

Herhausen, Dennis, Oliver Emrich, Dhruv Grewal, Petra Kipfelsberger, and Marcus Schoegel (2020), “Face forward: How employees’ digital presence on service websites affects customer perceptions of website and employee service quality,” Journal of Marketing Research, 57 (5), 917-936.

Meyer, Jan-Hinrich, Ko De Ruyter, Dhruv Grewal, Kathleen Cleeren, Debbie Isobel Keeling, and Scott Motyka (2020), “Categorical Versus Dimensional Thinking: Improving Anti-Stigma Campaigns by Matching Health Message Frames and Implicit Worldviews,” Journal of the Academy of Marketing Science, 48 (2), 222-245.

Wetzels, Martin, Dhruv Grewal, and Ruud Wetzels (2023), “A Systematic and Visual Overview of 25 Years of the Journal of Service Research: The Journey Continues,” Journal of Services Research. 26 (4), 479-492. (invited and editor reviewed).

Grewal, Dhruv, Abhijit Guha, Elisa Schweiger, Stefan Ludwig and Martin Wetzel (2022), “How Communications by AI-Enabled Voice Assistants Impact the Customer Journey,” Journal of Service Management, 33 (4/5), 705-720.  (invited and reviewed).

Shanks, Illana, Maura Scott, Martin Mende, Jenny van Doorn, and Dhruv Grewal (2021), “Power to the Robots!? How Consumers Respond to Robotic Leaders in Cobotic Service Teams,” Marketing Science Institute Working Paper Series, Report No. 21-128.

Grewal, Dhruv, Mirja Kroschke, Martin Mende, Anne L. Roggeveen, and Maura L. Scott (2020), “Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings,” Journal of Interactive Marketing, 51 (August), 9-25. (invited and reviewed).

Mende, Martin, Jenny van Doorn, Maura L. Scott, Dhruv Grewal, and Ilana Shanks (2019), “Rise of the Service Robots: How Humanoid Robots Influence Customers’ Service Experiences and Food Consumption,” Journal of Marketing Research, 56 (4), 535-556.

Doorn, Jenny van, Martin Mende, Stephanie M. Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal and J. Andrew Petersen (2017), “Domo   Arigato Mr. Roboto: The Emergence of Automated Social Presence in Customers’ Service Experiences,” Journal of Services Research, 20 (1), 43-58. (invited and reviewed)

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), 34-49.

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).

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.

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.

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.

Roggeveen, Anne L., Michael Tsiros and Dhruv Grewal (2012), “Understanding the Co-Creation Effect: When Does Collaborating with Customers Provide a Lift to Service Recovery?” Journal of the Academy of Marketing Science, 40 (6), 771-790.

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).

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. 

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. 

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. 

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

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.

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.

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.

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.

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)

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).

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.

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. 

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.

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.

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. 49^th most cited JAMS article as of 12/1/2011 on JAMS website. 

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.

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).

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).

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. 18^th most cited JAMS article as of 12/1/2011 on JAMS website. (invited though leader paper).

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.  

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.

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

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.

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.

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.