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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/10003775212
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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
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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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Service quality in higher education: The role of student expectations
Voss, Roediger; Gruber, Thorsten; Szmigin, Isabelle - In: Journal of Business Research 60 (2007) 9, pp. 949-959
Persistent link: https://www.econbiz.de/10005474329
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A cross-cultural comparison of business complaint management expectations
Henneberg, Stephan; Gruber, Thorsten; Reppel, Alexander; … - In: Journal of marketing theory and practice 23 (2015) 3, pp. 254-271
Persistent link: https://www.econbiz.de/10011312662
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Online Laddering
Gruber, Thorsten; Voss, Rödiger; Balderjahn, Ingo; … - In: Qualitative Marktforschung : Konzepte - Methoden - Analysen, (pp. 569-581). 2009
Persistent link: https://www.econbiz.de/10003827419
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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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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
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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. 165-178
Persistent link: https://www.econbiz.de/10009582112
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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