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OLC EcoSci
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Wie gelingt effektives Beschwerdemanagement?
Gruber, Thorsten
;
Voss, Rödiger
- In:
Planung & Analyse : Zeitschrift für Marktforschung und …
(
2006
)
3
,
pp. 56-59
Persistent link: https://www.econbiz.de/10007276568
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2
The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
Journal of marketing management : MM
22
(
2006
)
5-6
,
pp. 619-642
Persistent link: https://www.econbiz.de/10007294938
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3
Expanding understanding of service exchange and value co-creation: a social construction approach
Edvardsson, Bo
;
Tronvoll, Bård
;
Gruber, Thorsten
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
2
,
pp. 327-340
Persistent link: https://www.econbiz.de/10008814775
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4
Examining student satisfaction with higher education services: Using a new measurement tool
Gruber, Thorsten
;
Fuß, Stefan
;
Voss, Roediger
; …
- In:
International journal of public sector management : IJPSM
23
(
2010
)
2
,
pp. 105-124
Persistent link: https://www.econbiz.de/10008392428
Saved in:
5
Complaint resolution management expectations in an asymmetric business-to-business context
Gruber, Thorsten
;
Henneberg, Stephan C.
;
Ashnai, Bahar
; …
- In:
The journal of business & industrial marketing
25
(
2010
)
5
,
pp. 360-372
Persistent link: https://www.econbiz.de/10008423810
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6
Service quality in higher education: The role of student expectations
Voss, Roediger
;
Gruber, Thorsten
;
Szmigin, Isabelle
- In:
Journal of business research : JBR
60
(
2007
)
9
,
pp. 949-959
Persistent link: https://www.econbiz.de/10007757902
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7
Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 422-436
Persistent link: https://www.econbiz.de/10009965636
Saved in:
8
Services networks: Concept and research agenda
Henneberg, Stephan C.
;
Gruber, Thorsten
;
Naudé, Peter
- In:
Industrial marketing management : the international …
42
(
2013
)
1
,
pp. 3-8
Persistent link: https://www.econbiz.de/10010074144
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9
Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction: A Comparative Study
Gruber, Thorsten
;
Lowrie, Anthony
;
Brodowsky, Glen H.
; …
- In:
Journal of marketing education : JME
34
(
2012
)
2
,
pp. 165-179
Persistent link: https://www.econbiz.de/10010002008
Saved in:
10
Understanding Generation Y and their use of social media: a review and research agenda
Bolton, Ruth N.
;
Parasuraman, A.
;
Hoefnagels, Ankie
; …
- In:
Journal of service management
24
(
2013
)
3
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pp. 245-267
Persistent link: https://www.econbiz.de/10010132552
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