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Browsing by Author Gruber, Thorsten

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Issue DateTitleAuthor(s)
2014Academic sell-out: how an obsession with metrics and rankings is damaging academiaGruber, Thorsten
2011Analysing the preferred characteristics of frontline employees dealing with customer complaints: a cross-national Kano studyGruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; Szmigin, Isabelle
2014Analyzing customer experience feedback using text mining: a linguistics-based approachOrdenes, Francisco V.; Theodoulidis, Babis; Burton, Jamie; Gruber, Thorsten; Zaki, Mohamed
2016Billions of impoverished people deserve to be better served: A call to action for the service research communityFisk, Raymond P.; Anderson, Laurel; Bowen, David E.; Gruber, Thorsten; Ostrom, Amy; Patricio, Lia; Reynoso, Javier; Sebastiani, Roberta
2018Brave new world: service robots in the frontlineWirtz, Jochen; Patterson, Paul G.; Kunz, Werner H.; Gruber, Thorsten; Lu, Vinh Nhat; Paluch, Stefanie; Martins, Antje
2016Co-creating the service recovery experience – A new lens on service recovery [Abstract]Arsenovic, Jasenko; Edvardsson, Bo; Gruber, Thorsten; Akesson, Maria; Tronvoll, Bard
2012Co‐creation in radical service innovation: a systematic analysis of microlevel processesPerks, Helen; Gruber, Thorsten; Edvardsson, Bo
2009Complaint management expectations: an online laddering analysis of small versus large firmsHenneberg, Stephan C.; Gruber, Thorsten; Reppel, Alexander E.; Ashnai, Bahar; Naude, Peter
2010Complaint resolution management expectations in an asymmetric business-to-business contextGruber, Thorsten; Henneberg, Stephan C.; Ashnai, Bahar; Naude, Peter; Reppel, Alexander E.
2015A cross-cultural comparison of business complaint management expectationsHenneberg, Stephan C.; Gruber, Thorsten; Reppel, Alexander E.; Naude, Peter; Ashnai, Bahar; Huber, Frank; Chowdhury, Ilma Nur
2008Designing and conducting online interviews to investigate interesting consumer phenomenaGruber, Thorsten; Szmigin, Isabelle; Reppel, Alexander E.; Voss, Roediger
2006The desired qualities of customer contact employees in complaint handling encountersGruber, Thorsten; Szmigin, Isabelle; Voss, Roediger
2006The desired teaching qualities of lecturers in higher education: a means end analysisVoss, Roediger; Gruber, Thorsten
2018Developing a deeper understanding of positive customer feedbackNasr, Linda; Burton, Jamie; Gruber, Thorsten
2009Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encountersGruber, Thorsten; Szmigin, Isabelle; Voss, Roediger
2016Every cloud has a silver lining - Exploring the dark side of value co-creation in B2B service networksChowdhury, Ilma Nur; Gruber, Thorsten; Zolkiewski, Judy
2010Examining student satisfaction with higher education services: using a new measurement toolGruber, Thorsten; Fuss, Stefan; Voss, Roediger; Glaeser-Zikuda, Michaela
2011Expanding understanding of service exchange and value co-creation: a social construction approachEdvardsson, Bo; Tronvoll, Bard; Gruber, Thorsten
2014Exploring the impact of customer feedback on the well-being of service entities - a TSR perspectiveNasr, Linda; Burton, Jamie; Gruber, Thorsten; Kitshoff, Jan
2014Getting in with the “In” crowd: how to put marketing back on the CEO’s agendaKlaus, Philipp; Edvardsson, Bo; Keiningham, Timothy L.; Gruber, Thorsten
Showing results 1 to 20 of 37