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The interplay of customer experience and commitment
Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160
Persistent link: https://www.econbiz.de/10011654644
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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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Frontline encounters of the AI kind : an evolved service encounter framework
Robinson, Stacey; Orsingher, Chiara; Alkire, Linda; De … - In: Journal of business research : JBR 116 (2020), pp. 366-376
Persistent link: https://www.econbiz.de/10012257622
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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