All Stories

  1. Investigating User Perceptions of HRI

    Article • March 2015, ACM (Association for Computing Machinery)

    Kathy Keeling, Thorsten Gruber

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

    Article • Journal of Service Management, August 2014, Emerald

    Thorsten Gruber, Dr Jamie Burton

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

    Article • Journal of Marketing for HIGHER EDUCATION, July 2014, Taylor & Francis

    Thorsten Gruber

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

    Article • Journal of Service Management, April 2014, Emerald

    Thorsten Gruber, Prof Dr Phil Klaus

  5. Analyzing Customer Experience Feedback Using Text Mining

    Article • Journal of Service Research, March 2014, SAGE Publications

    Thorsten Gruber

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

    Article • Total Quality Management & Business Excellence, December 2013, Taylor & Francis

    Thorsten Gruber

  7. How does Generation Y use social media?

    Article • Journal of Service Management, June 2013, Emerald

    Thorsten Gruber

  8. Understanding satisfying service encounters in retail banking - a dyadic perspective

    Article • International Journal of Services Economics and Management, January 2013, Inderscience Publishers

    Thorsten Gruber

  9. Services networks: Concept and research agenda

    Article • Industrial Marketing Management, January 2013, Elsevier

    Thorsten Gruber

  10. Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

    Article • Journal of Marketing Education, July 2012, SAGE Publications

    Thorsten Gruber

  11. Service Recovery Encounters in the Classroom

    Article • International Journal of Technology and Educational Marketing, July 2012, IGI Global

    Thorsten Gruber

  12. Co‐creation in Radical Service Innovation: A Systematic Analysis of Microlevel Processes

    Article • Journal of Product Innovation Management, June 2012, Wiley

    Thorsten Gruber

  13. Individual values and motivational complexities in ethical clothing consumption: A means-end approach

    Article • Journal of Marketing Management, March 2012, Taylor & Francis

    Thorsten Gruber

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

    Article • Journal of Marketing Management, October 2011, Taylor & Francis

    Thorsten Gruber

  15. Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

    Article • Journal of Service Management, August 2011, Emerald

    Thorsten Gruber

  16. I want to believe they really care

    Article • Journal of Service Management, March 2011, Emerald

    Thorsten Gruber

  17. Analysing the preferred characteristics of frontline employees dealing with customer complaints

    Article • The TQM Journal, March 2011, Emerald

    Thorsten Gruber

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

    Article • Journal of Marketing for HIGHER EDUCATION, December 2010, Taylor & Francis

    Thorsten Gruber

  19. Which classroom service encounters make students happy or unhappy?

    Article • International Journal of Educational Management, September 2010, Emerald

    Thorsten Gruber

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

    Article • Journal of Business and Industrial Marketing, June 2010, Emerald

    Thorsten Gruber

  21. Expanding understanding of service exchange and value co-creation: a social construction approach

    Article • Journal of the Academy of Marketing Science, April 2010, Springer Science + Business Media

    Bård Tronvoll, Thorsten Gruber

  22. Examining student satisfaction with higher education services

    Article • International Journal of Public Sector Management, March 2010, Emerald

    Thorsten Gruber

  23. Handling customer complaints effectively

    Article • Managing Service Quality, November 2009, Emerald

    Thorsten Gruber

  24. Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters

    Article • Journal of Services Marketing, September 2009, Emerald

    Thorsten Gruber

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

    Article • Industrial Marketing Management, August 2009, Elsevier

    Thorsten Gruber

  26. Online Laddering

    Article • January 2009, Springer Science + Business Media

    Thorsten Gruber

  27. Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

    Article • Qualitative Market Research An International Journal, September 2008, Emerald

    Thorsten Gruber

  28. Designing and conducting online interviews to investigate interesting consumer phenomena

    Article • Qualitative Market Research An International Journal, June 2008, Emerald

    Thorsten Gruber

  29. Service quality in higher education: The role of student expectations

    Article • Journal of Business Research, September 2007, Elsevier

    Thorsten Gruber

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

    Article • Quality Assurance in Education, July 2006, Emerald

    Thorsten Gruber

  31. The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

    Article • Journal of Marketing Management, June 2006, Taylor & Francis

    Thorsten Gruber

  32. The iPod phenomenon: identifying a market leader's secrets through qualitative marketing research

    Article • Journal of Product & Brand Management, June 2006, Emerald

    Thorsten Gruber

  33. Online Laddering

    Article • Springer Science + Business Media

    Thorsten Gruber

  34. Designing Online Laddering Studies

    Article • IGI Global

    Thorsten Gruber