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Kundenzufriedenheit
Customer satisfaction
14
Consumer behaviour
11
Dienstleistungsqualität
10
Konsumentenverhalten
10
Service quality
10
United Kingdom
10
Beschwerdemanagement
9
Beziehungsmarketing
9
Complaint management
9
Relationship marketing
9
Großbritannien
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Customer service
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Kundenservice
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Students
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Transformative service research
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Complaints
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Germany
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Services
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Studierende
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Customer feedback
4
Deutschland
4
Higher education institution
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Hochschule
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Research
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Befragung
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Dienstleistung
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Employees
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Interview
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Lieferantenmanagement
3
Supplier relationship management
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Academic
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Base of the pyramid
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Betriebliche Wertschöpfung
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Business network
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CEO
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CMO
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Community action research
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English
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Gruber, Thorsten
10
Szmigin, Isabelle
3
Voss, Roediger
3
Abosag, Ibrahim
2
Alkire, Linda
2
Burton, Jamie
2
Reppel, Alexander
2
Reppel, Alexander E.
2
Arsenovic, Jasenko
1
Ashnai, Bahar
1
Brodowsky, Glen H.
1
De Keyser, Arne
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Edvardsson, Bo
1
Fuß, Stefan
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Gläser-Zikuda, Michaela
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Henneberg, Stephan
1
Kania, Nathalie
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Kitshoff, Jan
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Lowrie, Anthony
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Löfgren, Martin
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Naudé, Peter
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Tronvoll, Bård
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The journal of services marketing
2
International journal of public sector management : IJPSM
1
International journal of services, economics and management
1
Journal of business research : JBR
1
Journal of marketing education : JME
1
Journal of service management
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The TQM journal : the international review of organizational improvement
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The journal of business & industrial marketing
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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)
10
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1
Complaint resolution management expectations in an asymmetric business-to-business context
Gruber, Thorsten
;
Henneberg, Stephan
;
Ashnai, Bahar
; …
- In:
The journal of business & industrial marketing
25
(
2010
)
5
,
pp. 360-371
Persistent link: https://www.econbiz.de/10008655577
Saved in:
2
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:
3
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:
4
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. 422-435
Persistent link: https://www.econbiz.de/10009525715
Saved in:
5
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:
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
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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