Thorsten Gruber
Loughborough University
Professor, Business & Management
United Kingdom
My co-authors include
Dr Jamie Burton
Phil Klaus
Bård Tronvoll
My Publications
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?
The 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