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Gruber, Thorsten
10
Burton, Jamie
3
Szmigin, Isabelle
3
Voss, Roediger
3
Alkire, Linda
2
Reppel, Alexander
2
Frugone, Fabricio
1
Fuller, Rachel
1
Jägel, Thomas
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Kania, Nathalie
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Keeling, Kathy
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Kitshoff, Jan
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Ordenes, Francisco Villarroel
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Reppel, Alexander E.
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Journal of service management
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Qualitative market research : an international journal
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European journal of marketing
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Journal of service research : JSR
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Managing service quality : MSQ ; an international journal
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ECONIS (ZBW)
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1
Advancing the understanding of the pre-purchase stage of the customer journey for service brands
Fuller, Rachel
;
Stocchi, Lara
;
Gruber, Thorsten
; …
- In:
European journal of marketing
57
(
2023
)
2
,
pp. 360-386
Persistent link: https://www.econbiz.de/10013502566
Saved in:
2
When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda
;
Burton, Jamie
;
Gruber, Thorsten
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
Saved in:
3
Analyzing customer experience feedback using text mining : a linguistics-based approach
Ordenes, Francisco Villarroel
;
Theodoulidis, Babis
; …
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 278-295
Persistent link: https://www.econbiz.de/10010393230
Saved in:
4
Exploring the impact of customer feedback on the well-being of service entities : a TSR perspective
Alkire, Linda
;
Burton, Jamie
;
Gruber, Thorsten
; …
- In:
Journal of service management
25
(
2014
)
4
,
pp. 531-555
Persistent link: https://www.econbiz.de/10010405201
Saved in:
5
Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie
;
Gruber, Thorsten
- In:
International journal of services, economics and management
5
(
2013
)
3
,
pp. 222-255
Persistent link: https://www.econbiz.de/10010255101
Saved in:
6
Individual values and motivational complexities in ethical clothing consumption : a means-end approach
Jägel, Thomas
;
Keeling, Kathy
;
Reppel, Alexander
; …
- In:
Journal of marketing management : MM
28
(
2012
)
3/4
,
pp. 373-396
Persistent link: https://www.econbiz.de/10009545956
Saved in:
7
Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters
Gruber, Thorsten
;
Frugone, Fabricio
- In:
Journal of service management
22
(
2011
)
4
,
pp. 491-521
Persistent link: https://www.econbiz.de/10009304735
Saved in:
8
Handling customer complaints effectively : a comparison of the value maps of female and male complainants
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 636-656
Persistent link: https://www.econbiz.de/10009525054
Saved in:
9
Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction
Gruber, Thorsten
;
Reppel, Alexander
;
Szmigin, Isabelle
; …
- In:
Qualitative market research : an international journal
11
(
2008
)
4
,
pp. 400-413
Persistent link: https://www.econbiz.de/10003775212
Saved in:
10
Designing and conducting online interviews to investigate interesting consumer phenomena
Gruber, Thorsten
;
Szmigin, Isabelle
;
Reppel, Alexander E.
; …
- In:
Qualitative market research : an international journal
11
(
2008
)
3
,
pp. 256-274
Persistent link: https://www.econbiz.de/10003746538
Saved in:
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