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~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~person:"Gruber, Thorsten"
~person:"Kilic, Recep"
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Gruber, Thorsten
Kilic, Recep
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Managing service quality : MSQ ; an international journal
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of business research : JBR
1
Journal of marketing theory and practice
1
Journal of service management
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Qualitative market research : an international journal
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The TQM journal : the international review of organizational improvement
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ECONIS (ZBW)
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The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
2
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
3
Handling customer complaints effectively : a comparison of the value maps of female and male complainants
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 636-656
Persistent link: https://www.econbiz.de/10009525054
Saved in:
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