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Expanding understanding of service exchange and value co-creation: a social construction approach
Edvardsson, Bo; Tronvoll, Bård; Gruber, Thorsten - In: Journal of the Academy of Marketing Science 39 (2011) 2, pp. 327-340
Persistent link: https://www.econbiz.de/10008814775
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The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457
Persistent link: https://www.econbiz.de/10010179648
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Complaint resolution management expectations in an asymmetric business-to-business context
Gruber, Thorsten; Henneberg, Stephan C.; Ashnai, Bahar; … - In: The journal of business & industrial marketing 25 (2010) 5, pp. 360-372
Persistent link: https://www.econbiz.de/10008423810
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Individual values and motivational complexities in ethical clothing consumption: A means-end approach
Jgel, Thomas; Keeling, Kathy; Reppel, Alexander; … - In: Journal of marketing management : MM 28 (2012) 3, pp. 373-397
Persistent link: https://www.econbiz.de/10009845513
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Designing and conducting online interviews to investigate interesting consumer phenomena
Gruber, Thorsten; Szmigin, Isabelle; Reppel, Alexander E.; … - In: Qualitative market research : an international journal 11 (2008) 3, pp. 256-274
Persistent link: https://www.econbiz.de/10009853814
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Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction
Gruber, Thorsten; Reppel, Alexander; Szmigin, Isabelle; … - In: Qualitative market research : an international journal 11 (2008) 4, pp. 400-413
Persistent link: https://www.econbiz.de/10009853817
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Understanding Generation Y and their use of social media: a review and research agenda
Bolton, Ruth N.; Parasuraman, A.; Hoefnagels, Ankie; … - In: Journal of service management 24 (2013) 3, pp. 245-267
Persistent link: https://www.econbiz.de/10010132552
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Service quality in higher education: The role of student expectations
Voss, Roediger; Gruber, Thorsten; Szmigin, Isabelle - In: Journal of business research : JBR 60 (2007) 9, pp. 949-959
Persistent link: https://www.econbiz.de/10007757902
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The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters
Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: Journal of marketing management : MM 22 (2006) 5-6, pp. 619-642
Persistent link: https://www.econbiz.de/10007294938
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Wie gelingt effektives Beschwerdemanagement?
Gruber, Thorsten; Voss, Rödiger - In: Planung & Analyse : Zeitschrift für Marktforschung und … (2006) 3, pp. 56-59
Persistent link: https://www.econbiz.de/10007276568