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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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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
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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, pp. 245-267
Persistent link: https://www.econbiz.de/10010132552
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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/10009853814
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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/10009853817
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Individual values and motivational complexities in ethical clothing consumption: A means-end approach
Jgel, Thomas; Keeling, Kathy; Reppel, Alexander; … - In: Journal of marketing management : MM 28 (2012) 3, pp. 373-397
Persistent link: https://www.econbiz.de/10009845513
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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. 491-522
Persistent link: https://www.econbiz.de/10009286398
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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, pp. 1261-1294
Persistent link: https://www.econbiz.de/10009334128
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I want to believe they really care: How complaining customers want to be treated by frontline employees
Gruber, Thorsten - In: Journal of service management 22 (2011) 1, pp. 85-111
Persistent link: https://www.econbiz.de/10008850870
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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. 128-145
Persistent link: https://www.econbiz.de/10008851394