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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
10
Customer satisfaction
10
Konsumentenverhalten
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Kundenzufriedenheit
10
Service quality
10
Beschwerdemanagement
9
Beziehungsmarketing
9
Complaint management
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Relationship marketing
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Großbritannien
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United Kingdom
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Customer service
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Kundenservice
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Students
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Studierende
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Deutschland
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Germany
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Higher education institution
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Hochschule
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Services
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Befragung
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Dienstleistung
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Interview
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Lieferantenmanagement
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Research
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Supplier relationship management
3
Transformative service research
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Betriebliche Wertschöpfung
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Business network
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Comparison
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Customer feedback
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Forschung
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Higher education staff
2
Hochschullehrer
2
Industrie
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Manufacturing industries
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Marktforschung
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English
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Gruber, Thorsten
10
Voss, Roediger
4
Reppel, Alexander E.
3
Szmigin, Isabelle
3
Abosag, Ibrahim
2
Reppel, Alexander
2
Alkire, Linda
1
Arsenovic, Jasenko
1
Brodowsky, Glen H.
1
Burton, Jamie
1
Chowdhury, Ilma Nur
1
De Keyser, Arne
1
Edvardsson, Bo
1
Fuß, Stefan
1
Gläser-Zikuda, Michaela
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Kania, Nathalie
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Kitshoff, Jan
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Lowrie, Anthony
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Löfgren, Martin
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Tronvoll, Bård
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Journal of business research : JBR
2
International journal of public sector management : IJPSM
1
International journal of services, economics and management
1
Journal of marketing education : JME
1
Journal of marketing for higher education
1
Journal of marketing management : MM
1
Journal of service management
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The TQM journal : the international review of organizational improvement
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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ECONIS (ZBW)
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Understanding the characteristics of effective professors : the student's perspective
Gruber, Thorsten
;
Reppel, Alexander
;
Voss, Roediger
- In:
Journal of marketing for higher education
20
(
2010
)
2
,
pp. 175-190
Persistent link: https://www.econbiz.de/10008859430
Saved in:
2
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. 105-123
Persistent link: https://www.econbiz.de/10008652342
Saved in:
3
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. 165-178
Persistent link: https://www.econbiz.de/10009582112
Saved in:
4
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
5
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/10003539000
Saved in:
6
Service recovery in higher education : does national culture play a role?
Gruber, Thorsten
;
Chowdhury, Ilma Nur
;
Reppel, Alexander E.
- In:
Journal of marketing management : MM
27
(
2011
)
11/12
,
pp. 1261-1293
Persistent link: https://www.econbiz.de/10009387528
Saved in:
7
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:
8
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:
9
Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander E.
; …
- In:
The TQM journal : the international review of …
23
(
2011
)
2
,
pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
Saved in:
10
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
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