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Complaint management expectations : an online laddering analysis of small versus large firms
Henneberg, Stephan C.; Gruber, Thorsten; Reppel, Alexander - In: Industrial marketing management : the international … 38 (2009) 6, pp. 584-598
Persistent link: https://www.econbiz.de/10003889402
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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
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Every cloud has a silver lining : exploring the dark side of value co-creation in B2B service networks
Chowdhury, Ilma Nur; Gruber, Thorsten; Zolkiewski, Judy - In: Industrial marketing management : the international … 55 (2016), pp. 97-109
Persistent link: https://www.econbiz.de/10011503620