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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
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The service robot customer experience (SR-CX) : a matter of AI intelligences and customer service goals
Larivière, Bart; Verleye, katrien; De Keyser, Arne; … - In: Journal of service research 28 (2025) 1, pp. 35-56
Persistent link: https://www.econbiz.de/10015375969
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Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien; Holvoet, Sofie - In: Journal of service theory and practice 34 (2024) 2, pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
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Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie; Gruber, Thorsten - In: International journal of services, economics and management 5 (2013) 3, pp. 222-255
Persistent link: https://www.econbiz.de/10010255101
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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
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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
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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: The journal of services marketing 23 (2009) 6, pp. 422-435
Persistent link: https://www.econbiz.de/10009525715