Loughborough University
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Browsing by Author Szmigin, Isabelle

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Issue DateTitleAuthor(s)
2011Analysing the preferred characteristics of frontline employees dealing with customer complaints: a cross-national Kano studyGruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; Szmigin, Isabelle
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
2009Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encountersGruber, Thorsten; Szmigin, Isabelle; Voss, Roediger
2009Handling customer complaints effectively: a comparison of the value maps of female and male complainantsGruber, Thorsten; Szmigin, Isabelle; Voss, Roediger
2008Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfactionGruber, Thorsten; Reppel, Alexander E.; Szmigin, Isabelle; Voss, Roediger
Showing results 1 to 6 of 6