Thorsten Gruber

Investigating User Perceptions of HRI

• March 2015

Exploring the impact of customer feedback on the well-being of service entities

• Journal of Service Management
• August 2014

Academic sell-out: how an obsession with metrics and rankings is damaging academia

• Journal of Marketing for HIGHER EDUCATION
• July 2014

Getting in with the “In” crowd: how to put marketing back on the CEO's agenda

• Journal of Service Management
• April 2014

Analyzing Customer Experience Feedback Using Text Mining

• Journal of Service Research
• March 2014

Does culture impact preferred employee attributes in complaint-handling encounters?

• Total Quality Management & Business Excellence
• December 2013

How does Generation Y use social media?

• Journal of Service Management
• June 2013

Understanding satisfying service encounters in retail banking - a dyadic perspective

• International Journal of Services Economics and Management
• January 2013

Services networks: Concept and research agenda

• Industrial Marketing Management
• January 2013

Investigating the Influence of Professor Characteristics on Student Satisfaction and Di...

• Journal of Marketing Education
• July 2012

Service Recovery Encounters in the Classroom

• International Journal of Technology and Educational Marketing
• July 2012

Co-creation in Radical Service Innovation: A Systematic Analysis of Microlevel Processes

• Journal of Product Innovation Management
• June 2012

Individual values and motivational complexities in ethical clothing consumption: A mean...

• Journal of Marketing Management
• March 2012

Service recovery in higher education: Does national culture play a role?

• Journal of Marketing Management
• October 2011

Uncovering the desired qualities and behaviours of general practitioners (GPs) during m...

• Journal of Service Management
• August 2011

I want to believe theyreallycare

• Journal of Service Management
• March 2011

Analysing the preferred characteristics of frontline employees dealing with customer co...

• The TQM Journal
• March 2011

Understanding the characteristics of effective professors: the student's perspective

• Journal of Marketing for HIGHER EDUCATION
• December 2010

Which classroom service encounters make students happy or unhappy?

• International Journal of Educational Management
• September 2010

Complaint resolution management expectations in an asymmetric business‐to‐business context

• Journal of Business and Industrial Marketing
• June 2010

Expanding understanding of service exchange and value co-creation: a social constructio...

• Journal of the Academy of Marketing Science
• April 2010

Examining student satisfaction with higher education services

• International Journal of Public Sector Management
• March 2010

Handling customer complaints effectively

• Managing Service Quality
• November 2009

Developing a deeper understanding of the attributes of effective customer contact emplo...

• Journal of Services Marketing
• September 2009

Complaint management expectations: An online laddering analysis of small versus large f...

• Industrial Marketing Management
• August 2009

Online Laddering

• January 2009

Revealing the expectations and preferences of complaining customers by combining the la...

• Qualitative Market Research An International Journal
• September 2008

Designing and conducting online interviews to investigate interesting consumer phenomena

• Qualitative Market Research An International Journal
• June 2008

Service quality in higher education: The role of student expectations

• Journal of Business Research
• September 2007

The desired teaching qualities of lecturers in higher education: a means end analysis

• Quality Assurance in Education
• July 2006

The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

• Journal of Marketing Management
• June 2006

The iPod phenomenon: identifying a market leader's secrets through qualitative marketin...

• Journal of Product & Brand Management
• June 2006

Online Laddering

Designing Online Laddering Studies