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Konsumentenverhalten
Customer satisfaction
14
Consumer behaviour
11
Dienstleistungsqualität
10
Kundenzufriedenheit
10
Service quality
10
United Kingdom
10
Beschwerdemanagement
9
Beziehungsmarketing
9
Complaint management
9
Relationship marketing
9
Großbritannien
8
Customer service
6
Kundenservice
6
Students
6
Transformative service research
6
Complaints
5
Germany
5
Services
5
Studierende
5
Customer feedback
4
Deutschland
4
Higher education institution
4
Hochschule
4
Research
4
Befragung
3
Dienstleistung
3
Employees
3
Interview
3
Lieferantenmanagement
3
Supplier relationship management
3
Academic
2
Base of the pyramid
2
Betriebliche Wertschöpfung
2
Business network
2
CEO
2
CMO
2
Community action research
2
Comparison
2
Customer service management
2
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Article
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English
10
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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
1
Kania, Nathalie
1
Keeling, Kathy
1
Kitshoff, Jan
1
Ordenes, Francisco Villarroel
1
Reppel, Alexander E.
1
Romaniuk, Jenni
1
Stocchi, Lara
1
Theodoulidis, Babis
1
Zaki, Mohamed
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Journal of service management
2
Qualitative market research : an international journal
2
European journal of marketing
1
International journal of services, economics and management
1
Journal of marketing management : MM
1
Journal of service research : JSR
1
Managing service quality : MSQ ; an international journal
1
The journal of services marketing
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ECONIS (ZBW)
10
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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
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