Narrow search
Showing 1 - 10 of 17
Cover Image
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko; De Keyser, Arne; Edvardsson, Bo; … - In: Journal of business research : JBR 134 (2021), pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Cover Image
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten - In: Journal of service management 22 (2011) 1, pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Cover Image
Complaint resolution management expectations in an asymmetric business-to-business context
Gruber, Thorsten; Henneberg, Stephan; Ashnai, Bahar; … - In: The journal of business & industrial marketing 25 (2010) 5, pp. 360-371
Persistent link: https://www.econbiz.de/10008655577
Cover Image
Complaint management expectations : an online laddering analysis of small versus large firms
Henneberg, Stephan C.; Gruber, Thorsten; Reppel, Alexander - In: Industrial marketing management : the international … 38 (2009) 6, pp. 584-598
Persistent link: https://www.econbiz.de/10003889402
Cover Image
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
Cover Image
Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM journal : the international review of … 23 (2011) 2, pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
Cover Image
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
Cover Image
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/10003775212
Cover Image
A cross-cultural comparison of business complaint management expectations
Henneberg, Stephan; Gruber, Thorsten; Reppel, Alexander; … - In: Journal of marketing theory and practice 23 (2015) 3, pp. 254-271
Persistent link: https://www.econbiz.de/10011312662
Cover Image
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo; Tronvoll, Bård; Höykinpuro, Ritva - In: Managing service quality : MSQ ; an international journal 21 (2011) 4, pp. 331-349
Persistent link: https://www.econbiz.de/10009266595