Loughborough University
Leicestershire, UK
LE11 3TU
+44 (0)1509 263171
Loughborough University

Loughborough University Research Publications


Publications for Thorsten Gruber

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Journal Articles

Fisk, R, Alkire, L, Anderson, L, Bowen, DE, Gruber, T, Ostrom, AL, Patrício, L (2020) Elevating the Human Experience (HX) Through Service Research Collaborations: Introducing ServCollab, Journal of Service Management, 31(4), pp.615-635, ISSN: 0956-4233. DOI: 10.1108/JOSM-10-2019-0325.

Burton, J, Gruber, T, Gustafsson, A (2020) Fostering collaborative research for customer experience –Connecting academic and practitioner worlds, Journal of Business Research, 116(August), pp.351-355, ISSN: 0148-2963. DOI: 10.1016/j.jbusres.2020.04.053.

Fombelle, PW, Voorhees, CM, Jenkins, MR, Sidaoui, K, Benoit, S, Gruber, T, Gustafsson, A, Abosag, I (2020) Customer Deviance: A Framework, Prevention Strategies, and Opportunities for Future Research, Journal of Business Research, 116(August), pp.387-400, ISSN: 0148-2963.

Leite, H, Gruber, T, Hodgkinson, I (2020) Flattening the infection curve – understanding the role of telehealth in managing COVID-19, Leadership in Health Services, 33(2), pp.221-226, ISSN: 1751-1879. DOI: 10.1108/LHS-05-2020-084.

Leite, H, Hodgkinson, IR, Gruber, T (2020) New development: ‘Healing at a distance’—telemedicine and COVID-19, Public Money and Management, 40(6), pp.483-485, ISSN: 0954-0962. DOI: 10.1080/09540962.2020.1748855.

Lu, VN, Wirtz, J, Kunz, W, Paluch, S, Gruber, T, Martins, A, Patterson, P (2020) Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?, Journal of Service Theory and Practice, 30(3), pp.361-391, ISSN: 2055-6225. DOI: 10.1108/JSTP-04-2019-0088.

Verleye, K, Perks, H, Gruber, T, Voets, J (2019) The long and winding road: Building legitimacy for complex social innovation in networks, Journal of Product Innovation Management, 36(6), pp.695-720, DOI: 10.1111/jpim.12506.

Wirtz, J, Patterson, PG, Kunz, WH, Gruber, T, Lu, VN, Paluch, S, Martins, A (2018) Brave new world: service robots in the frontline, Journal of Service Management, 29(5), pp.776-808, ISSN: 1757-5818. DOI: 10.1108/JOSM-04-2018-0119.

Nasr, L, Burton, J, Gruber, T (2018) Developing a Deeper Understanding of Positive Customer Feedback, Journal of Services Marketing, 32(2), pp.142-160, ISSN: 0887-6045. DOI: 10.1108/JSM-07-2016-0263.

Benoit, S, Baker, T, Bolton, R, Gruber, T, Kandampully, J (2017) A Triadic Framework for Collaborative Consumption (CC): Motives, Activities and Resources & Capabilities of Actors, Journal of Business Research, 79(October), pp.219-227, ISSN: 0148-2963. DOI: 10.1016/j.jbusres.2017.05.004.

Burton, J, Nasr, L, Gruber, T, Bruce, H (2017) Special section: advancing customer experience and big data impact via academic- practitioner collaboration, Journal of Services Marketing, 31(2), pp.142-147, ISSN: 0887-6045. DOI: 10.1108/JSM-01-2017-0020.

Chowdhury, IN, Gruber, T, Zolkiewski, J (2016) Every cloud has a silver lining - Exploring the dark side of value co-creation in B2B service networks, Industrial Marketing Management, 55(May), pp.97-109, ISSN: 0019-8501. DOI: 10.1016/j.indmarman.2016.02.016.

Fisk, RP, Anderson, L, Bowen, DE, Gruber, T, Ostrom, A, Patricio, L, Reynoso, J, Sebastiani, R (2016) Billions of impoverished people deserve to be better served: A call to action for the service research community, Journal of Service Management, 27(1), ISSN: 1757-5826. DOI: 10.1108/JOSM-04-2015-0125.

Nasr, L, Burton, J, Gruber, T (2015) When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being, Journal of Services Marketing, 29(6/7), pp.599-612, ISSN: 0887-6045. DOI: 10.1108/jsm-01-2015-0052.

Henneberg, SC, Gruber, T, Reppel, AE, Naude, P, Ashnai, B, Huber, F, Chowdhury, IN (2015) A cross-cultural comparison of business complaint management expectations, Journal of Marketing Theory and Practice, 23(3), pp.254-271, ISSN: 1069-6679. DOI: 10.1080/10696679.2015.1032392.

Klaus, P, Edvardsson, B, Keiningham, TL, Gruber, T (2014) Getting in with the "In" crowd: how to put marketing back on the CEO's agenda, Journal of Service Management, 25(2), pp.195-212, DOI: 10.1108/JOSM-02-2014-0041.

Villarroel Ordenes, F, Theodoulidis, B, Burton, J, Gruber, T, Zaki, M (2014) Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach, Journal of Service Research, 17(3), pp.278-295, DOI: 10.1177/1094670514524625.

Nasr, L, Burton, J, Gruber, T, Kitshoff, J (2014) Exploring the impact of customer feedback on the well-being of service entities - a TSR perspective, Journal of Service Management, 25(4), pp.531-555, ISSN: 1757-5818. DOI: 10.1108/JOSM-01-2014-0022.

Gruber, T (2014) Academic sell-out: how an obsession with metrics and rankings is damaging academia, Journal of Marketing for Higher Education, 24(2), pp.165-177, ISSN: 0884-1241. DOI: 10.1080/08841241.2014.970248.

Gruber, T, Abosag, I, Reppel, A, Szmigin, I, Loefgren, M (2013) Does culture impact preferred employee attributes in complaint-handling encounters?, Total Quality Management and Business Excellence, 24(11-12), pp.1301-1315, DOI: 10.1080/14783363.2013.822664.

Barnett, W, Foos, A, Gruber, T, Keeling, D, Keeling, K, Nasr, L (2013) A re-examination of value co-creation in the age of interactive service robots: a service dominant logic perspective, Journal of Macromarketing, 33(4), pp.397-397.

Mitussis, D, Reppel, A, Gruber, T, Szmigin, I (2013) Technology and the marketer: utopian and dystopian perspectives on digital innovation, Journal of Macromarketing, 33(4), pp.398-398.

Bolton, RN, Parasuraman, A, Hoefnagels, A, Migchels, N, Kabadayi, S, Loureiro, YK, Gruber, T, Solnet, D (2013) Understanding Generation Y and their use of social media: a review and research agenda, Journal of Service Management, 24(3), pp.245-267, DOI: 10.1108/09564231311326987.

Kania, N and Gruber, T (2013) Understanding satisfying service encounters in retail banking - a dyadic perspective, International Journal of Services, Economics and Management, 5(3), pp.222-255, DOI: 10.1504/IJSEM.2013.054950.

Mincu, L and Gruber, T (2013) Exploring the factors influencing the intention to use self-service technologies, International Journal of Economic Behavior, 3, pp.59-84.

Henneberg, SC, Gruber, T, Naudé, P (2013) Services networks: Concept and research agenda, Industrial Marketing Management, 42(1), pp.3-8, ISSN: 0019-8501. DOI: 10.1016/j.indmarman.2012.11.013,.

Chandra, S, Gruber, T, Lowrie, A (2012) Service recovery encounters in the classroom: exploring the attributes of professors desired by male and female students, International Journal of Technology and Educational Marketing (IJTEM), 2(2), pp.1-19, DOI: 10.4018/ijtem.2012070101.

Gruber, T, Lowrie, A, Brodowsky, GH, Reppel, AE, Voss, R, Chowdhury, IN (2012) Investigating the influence of professor characteristics on student satisfaction and dissatisfaction a comparative study, Journal of Marketing Education, 34(2), pp.165-178, DOI: 10.1177/0273475312450385.

Jaegel, T, Keeling, K, Reppel, A, Gruber, T (2012) Individual values and motivational complexities in ethical clothing consumption: a means-end approach, Journal of Marketing Management, 28(3-4), pp.373-396, DOI: 10.1080/0267257X.2012.659280.

Perks, H, Gruber, T, Edvardsson, B (2012) Co-creation in radical service innovation: a systematic analysis of microlevel processes, Journal of Product Innovation Management, 29(6), pp.935-951, DOI: 10.1111/j.1540-5885.2012.00971.x.

Gruber, T (2011) I want to believe they really care: how complaining customers want to be treated by frontline employees, Journal of Service Management, 22(1), pp.85-110, DOI: 10.1108/09564231111106938.

Edvardsson, B, Tronvoll, B, Gruber, T (2011) Expanding understanding of service exchange and value co-creation: a social construction approach, Journal of the Academy of Marketing Science, 39(2), pp.327-339, DOI: 10.1007/s11747-010-0200-y.

Gruber, T, Abosag, I, Reppel, AE, Szmigin, I (2011) Analysing the preferred characteristics of frontline employees dealing with customer complaints: a cross-national Kano study, The TQM Journal, 23(2), pp.128-144, DOI: 10.1108/17542731111110203.

Gruber, T, Chowdhury, IN, Reppel, AE (2011) Service recovery in higher education: does national culture play a role?, Journal of Marketing Management, 27(11-12), pp.1261-1293, DOI: 10.1080/0267257X.2011.609133.

Gruber, T and Frugone, F (2011) Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters, Journal of Service Management, 22(4), pp.491-521, DOI: 10.1108/09564231111155097.

Gruber, T, Fuß, S, Voss, R, Gläser-Zikuda, M (2010) Examining student satisfaction with higher education services: using a new measurement tool, International Journal of Public Sector Management, 23(2), pp.105-123, DOI: 10.1108/09513551011022474.

Gruber, T, Henneberg, SC, Ashnai, B, Naudé, P, Reppel, A (2010) Complaint resolution management expectations in an asymmetric business-to-business context, Journal of Business & Industrial Marketing, 25(5), pp.360-371, DOI: 10.1108/08858621011058124.

Gruber, T, Reppel, A, Voss, R (2010) Understanding the characteristics of effective professors: the student's perspective, Journal of Marketing for Higher Education, 20(2), pp.175-190, DOI: 10.1080/08841241.2010.526356.

Voss, R, Gruber, T, Reppel, A (2010) Which classroom service encounters make students happy or unhappy?: insights from an online CIT study, International Journal of Educational Management, 24(7), pp.615-636, DOI: 10.1108/09513541011080002.

Gruber, T, Szmigin, I, Voss, R (2009) Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters, Journal of Services Marketing, 23(6), pp.422-435, DOI: 10.1108/08876040910985889.

Gruber, T, Szmigin, I, Voss, R (2009) Handling customer complaints effectively: a comparison of the value maps of female and male complainants, Managing Service Quality, 19(6), pp.636-656, DOI: 10.1108/09604520911005044.

Henneberg, SC, Gruber, T, Reppel, A, Ashnai, B, Naudé, P (2009) Complaint management expectations: an online laddering analysis of small versus large firms, Industrial Marketing Management, 38(6), pp.584-598, DOI: 10.1016/j.indmarman.2009.05.008.

Gruber, T, Reppel, A, Szmigin, I, Voss, R (2008) Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction, Qualitative Market Research: An International Journal, 11(4), pp.400-413, DOI: 10.1108/13522750810901501.

Gruber, T, Szmigin, I, Reppel, AE, Voss, R (2008) Designing and conducting online interviews to investigate interesting consumer phenomena, Qualitative Market Research: An International Journal, 11(3), pp.256-274, DOI: 10.1108/13522750810879002.

Voss, R, Gruber, T, Szmigin, I (2007) Service quality in higher education: the role of student expectations, Journal of Business Research, 60(9), pp.949-959, DOI: 10.1016/j.jbusres.2007.01.020.

Gruber, T, Szmigin, I, Voss, R (2006) The desired qualities of customer contact employees in complaint handling encounters, Journal of Marketing Management, 22(5-6), pp.619-642, DOI: 10.1362/026725706777978721.

Reppel, AE, Szmigin, I, Gruber, T (2006) The iPod phenomenon: identifying a market leader's secrets through qualitative marketing research, Journal of Product & Brand Management, 15(4), pp.239-249, DOI: 10.1108/10610420610679601.

Voss, R and Gruber, T (2006) The desired teaching qualities of lecturers in higher education: a means end analysis, Quality Assurance in Education, 14(3), pp.217-242, DOI: 10.1108/09684880610678540.

Voss, R and Gruber, T (2006) Die Zufriedenheit von Lehramtstudierenden [Satisfaction of teacher education students], Empirische Pädagogik, 20(3), pp.297-320.

Gloger, H, Voss, R, Gruber, T (2006) Strategische Unternehmens- und Organisationsentwicklung [Strategic management and organizational development], Die Industriekaufleute – Zeitschrift für Aus- und Weiterbildung [Industrial Sales Representatives – Journal for Further Education], 11, pp.12-17.

Gruber, T and Voss, R (2006) Wie gelingt effektives Beschwerdemanagement [Implementing an effective complaint handling management system], Planung & Analyse [Planning & Analysis], 33(3), pp.56-59.



Conferences

Zhu, H, Gruber, T, Dong, H (2020) Value and values in inclusive design. In HCI INTERNATIONAL 2020 22ND INTERNATIONAL CONFERENCE ON HUMAN-COMPUTER INTERACTION, Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), Copenhagen, pp.109-122, ISBN: 9783030502515. DOI: 10.1007/978-3-030-50252-2_9.

Arsenovic, J, Edvardsson, B, Tronvoll, B, Gruber, T (2020) The Influence of Collaborative Judgement on Customer’s Service Recovery Experience. In 11th AMA SERVSIG Conference, Brisbane, Australia.

Fisk, R, Alkire, L, Anderson, L, Bowen, D, Gruber, T, Ostrom, A, Patricio, L (2020) Elevating the Human Experience (HX) Through Service Research Collaborations: A Workshop on Best Practices in Serving Humanity. In 11th AMA SERVSIG Conference, Brisbane, Australia.

Xie, J, Ifie, K, Gruber, T (2020) Understanding the role of mindfulness in the affective regulation of frontline employees. In Frontiers in Service Conference, Boston, MA, USA.

Fisk, R, Alkire, L, Anderson, L, Bowen, D, Ostrom, A, Patricio, L, Gruber, T (2019) Creating Humane Service Systems Through Research Collaborations. In Frontiers in Service Conference, National University of Singapore, Singapore.

Paluch, S, Wirtz, J, Kunz, W, Patterson, P, Lu, VN, Gruber, T, Martins, A (2019) Does C3PO really understand me? – Extending the Service Robots Acceptance Model. In Frontiers in Service Conference, National University of Singapore, Singapore.

Paluch, S, Gruber, T, Lu, VN, Wirtz, J, Kunz, W, Patterson, P, Martins, A (2019) Rise of the Service Robots: Exploring Consumer Acceptance and Ethical and Social Implications. In Academy of Marketing Science (AMS) Annual Conference, Vancouver, Canada.

Arsenovic, J, Edvardsson, B, Gruber, T, Tronvoll, B (2019) Customer Voicing Behavior and Justice Evaluation in Co-Recovery Encounters. In QUIS 16, Karlstad University, Karlstad, Sweden.

Fisk, R, Alkire, L, Anderson, L, Bowen, D, Gruber, T, Ostrom, A, Patricio, L (2019) ServCollab: Serving Humanity Through Service Research Collaborations. In QUIS 16, Karlstad University, Karlstad, Sweden.

Fombelle, PW, Voorhees, CM, Jenkins, M, Abosag, I, Benoit, S, Gruber, T, Gustafsson, A (2019) Customer Deviance: An Expanded Framework, Prevention Strategies, and Opportunities for Future Research. In QUIS 16, Karlstad University, Karlstad, Sweden.

Kunz, W, Wirtz, J, Patterson, P, Gruber, T, Lu, VN, Paluch, S, Martins, A (2018) Brave New World: Robots in the Service Front Line. In 10th SERVSIG Conference, IESEG School of Management, Paris, France.

Verleye, K, Perks, H, Gruber, T, Voets, J (2018) Building Legitimacy for New Service Constellations with a Social Objective. In EURAM 2018, University of Iceland, Reykjavik, Iceland.

Wirtz, J, Patterson, P, Kunz, W, Gruber, T, Lu, VN, Paluch, S, Martins, A (2018) Consumer Responses to Service Robots. In 11th European ACR Conference (EACR), Ghent University, Ghent, Belgium.

Paluch, S, Wirtz, J, Kunz, W, Patterson, P, Lu, VN, Gruber, T, Martins, A (2018) The Dark Side of Service Robots ‐ Ethical Issues in the Prevalent Use of Front Line Service Robots. In ISBM Academic Conference, Sloan School of Management, Cambridge, MA, USA.

Paluch, S, Wirtz, J, Kunz, W, Patterson, P, Lu, VN, Gruber, T, Martins, A (2018) B2B Company Response to Service Robots. In ISBM Academic Conference, MIT, Sloan School of Management, Cambridge, MA, USA.

Paluch, S, Wirtz, J, Kunz, W, Patterson, P, Lu, VN, Gruber, T, Martins, A (2018) Development of a New Research Framework for Front Line Service Robots. In ISBM Academic Conference, MIT, Sloan School of Management, Cambridge, MA, USA.

Kunz, W, Wirtz, J, Patterson, P, Gruber, T, Lu, VN, Paluch, S, Martins, A (2018) The Service Robots are Coming: Exploring the Role of Robots in the Service Front Line. In 27th Annual Frontiers in Service Conference, Texas State University, San Marcos, TX, USA.

Fuller, R, Stocchi, L, Gruber, T, Romaniuk, J (2018) 'Sieving brands’: How Consumers Make Purchase Decisions. In ANZMAC Conference, University of Adelaide, Adelaide, Australia.

Verleye, K, Perks, H, Gruber, T, Voets, J (2018) The Long and Winding Road: Building Legitimacy for Complex Social Innovation in Networks. In Annual Product Development and Management Association (PDMA) Conference, Chicago, IL, USA.

Arsenovic, J, Edvardsson, B, Gruber, T, Åkesson, M, Tronvoll, B, Sikveland, R (2017) Measuring the Customer Co-Recovery Experience. In 15th International Research Symposium on Service Excellence in Management (QUIS), University of Porto, Portugal.

Arsenovic, J, Edvardsson, B, Gruber, T, Åkesson, M, Tronvoll, B, Sikveland, R (2017) Exploring the Black Box of Service Co-Recovery Encounters - A Conversation Analysis Approach. In 26th Annual Frontiers in Service Conference, Fordham University, Gabelli School of Business, New York, NY, USA.

Chowdhury, IN, Zolkiewski, J, Gruber, T (2017) What Facilitates and Impedes Value Co-Creation Activities in Professional Service Networks?. In IMP Conference, Kuala Lumpur, Malaysia.

Gruber, T, Arsenovic, J, Edvardsson, B, Åkesson, M, Tronvoll, B (2017) Understanding Co-Recovery Customer Experience. In Cambridge Service Week Academic Conference, Cambridge, UK.

Fuller, R, Stocchi, L, Gruber, T, Romaniuk, J (2016) The Origins of Loyalty in Services: A Decision-Making Perspective. In 25th Annual Frontiers in Service Conference, Bergen, Norway.

Nasr, L, Burton, J, Gruber, T (2016) Bring me Sunshine: Developing a Deeper Understanding of Positive Customer Feedback. In AMA SERVSIG International Service Research Conference, Maastricht University, Maastricht, Netherlands.

Nasr, L, Burton, J, Gruber, T (2016) Turn Away from the Dark Side: Exploring Positive Customer Feedback. In Academy of Marketing Science (AMS) Annual Conference, Lake Buena Vista, Florida.

Arsenovic, J, Edvardsson, B, Gruber, T, Akesson, M, Tronvoll, B (2016) Co-creating the service recovery experience – A new lens on service recovery [Abstract]. In 26th Annual RESER Conference, Naples, Italy.

Chowdhury, I, Gruber, T, Zolkiewski, J (2015) Exploring the Role of Clients in Value Co-Creation within Professional Service Triads. In 31st Annual IMP Conference, University of Southern Denmark, Kolding, Denmark.

Nasr, L, Burton, J, Gruber, T (2015) Always Look on the Dark Side of Life” - Investigating the Negative Impact of Positive Customer Feedback. In 24th Annual Frontiers in Service Conference, San Jose, CA, USA.

Fisk, R, Anderson, L, Bowen, D, Gruber, T, Ostrom, A, Patricio, L, Reynoso, J, Sebastiani, R (2015) Finding Ways to Be of Service to the Rest of Humanity: A Pro Bono Service Approach. In 24th Annual Frontiers in Service Conference, San Jose, CA, USA.

Nasr, L, Burton, J, Gruber, T (2015) Understanding Positive Customer Feedback Attributes, Consequences and Values – A Dual Perspective. In Academy of Marketing Conference, University of Limerick, Ireland.

Barnett, W, Keeling, K, Gruber, T (2015) Investigating User Perceptions of HRI: A Marketing Approach. In 10th ACM/IEEE International Conference on Human-Robot Interaction (HRI), Portland, OR, USA.

Barnett, W, Foos, A, Gruber, T, Keeling, D, Keeling, K, Nasr, L (2015) Re-examining value co-creation in the age of interactive service robots. In AMS World Marketing Congress 18, Bari, Italy, pp.1-5.

Barnett, W, Keeling, K, Gruber, T (2014) Designing Robot Interaction with the Elderly: A Value-Driven Approach. In International Workshop on New Frontiers of Service Robotics for the Elderly, 23rd IEEE International Symposium on Robot and Human Interactive Communication (IEEE RO-MAN), Edinburgh, UK.

Barnett, W, Foos, A, Gruber, T, Keeling, D, Keeling, K, Nasr, L (2014) Consumer perceptions of Interactive Service Robots: A Value-Dominant Logic perspective. In 2014 RO-MAN: The 23rd IEEE International Symposium on Robot and Human Interactive Communication, The 23rd IEEE International Symposium on Robot and Human Interactive Communication,ISBN: 9781479967636. DOI: 10.1109/roman.2014.6926404.

Nasr, L, Gruber, T, Burton, J (2014) Thank You for Your Compliment, It Made My Day: Exploring the Transformational Potential of Positive Customer Feedback. In 23rd Annual Frontiers in Service Conference, Miami, FL, USA.

Chowdhury, IN, Gruber, T, Zolkiewski, J (2014) Co-Creation of Value in B2B Service Networks: When Values Collide!. In 23rd Annual Frontiers in Service Conference, Miami, FL, USA.

Nasr, L, Gruber, T, Burton, J (2014) A Transformative Service Research Approach to Positive Customer Feedback. In AMA Winter Educator’s Conference, Orlando, FL, USA.



Books

Voss, R and Gruber, T (ed) (2006) Hochschulmarketing [Marketing for Higher Education], Eul Verlag, ISBN: 978-3899364231.



Chapters

Benoit, S, Baker, TL, Bolton, RN, Gruber, T, Kandampully, J (2019) Kollaborativer Konsum in der Sharing Economy – Motive, Aktivitäten und Ressourcen sowie Fähigkeiten von Akteuren. In Bruhn, M and Hadwich, K (ed) Kooperative Dienstleistungen - Spannungsfelder zwischen Service Cooperation und Service Coopetition, Springer Gabler, pp.257-285, ISBN: 9783658263881.

Gruber, T, Chowdhury, I, Reppel, A (2014) Service Recovery in Higher Education - Does National Culture Play a Role?. In Lowrie, A and Hemsley-Brown, J (ed) On the Marketisation and Marketing of Higher Education, Routledge, pp.179-212, ISBN: 978-0415725637.

Jaegel, T, Keeling, K, Reppel, A, Gruber, T (2014) Individual Values and Motivational Complexities in Ethical Clothing Consumption: A Means-End Approach. In McEachern, MG and Carrigan, M (ed) Contemporary Issues in Green and Ethical Marketing, Routledge, pp.181-203, ISBN: 9780415723824.

Chandra, S, Gruber, T, Lowrie, A (2013) Service Recovery Encounters in the Classroom: Exploring the Attributes of Professors Desired by Male and Female Students. In Tripathi, P and Mukerji, S (ed) Marketing Strategies for Higher Education Institutions: Technological Considerations and Practices, IGI Global, pp.219-239, ISBN: 978-1466640146.

Chandra, S, Gruber, T, Lowrie, A (2013) Service Recovery Encounters in the Classroom. In Marketing Strategies for Higher Education Institutions, IGI Global, pp.219-239, ISBN: 9781466640146. DOI: 10.4018/978-1-4666-4014-6.ch016.

Gruber, T, Szmigin, I, Reppel, A (2012) Designing Online Laddering Studies. In Silva, CN (ed) Online Research Methods in Urban and Planning Studies: Design and Outcomes, IGI Global, pp.193-215, ISBN: 9781466600751.

Voss, R and Gruber, T (2009) Hochschulen als Dienstleister brauchen dienstleistungsorientierte Messansätze der Studienzufriedenheit” [Universities as Service Providers Need Service Oriented Student Satisfaction Measurements]. In Voss, R (ed) Hochschulmarketing [Marketing for Higher Education], 2nd edition, Eul Verlag, pp.31-62, ISBN: 978-3899367928.

Gruber, T, Voss, R, Balderjahn, I, Reppel, A (2009) Online-Laddering. In Buber, R and Holzmueller, HH (ed) Qualitative Marktforschung – Konzepte, Methoden, Analysen [Qualitative Market Research – Concepts, Methods, Analyses], 2nd edition, Gabler Verlag, pp.569-581, ISBN: 978-3834909763.

Gruber, T, Voss, R, Balderjahn, I, Reppel, A (2007) Online Laddering. In Buber, R and Holzmueller, HH (ed) Qualitative Marktforschung – Konzepte, Methoden, Analysen [Qualitative Market Research – Concepts, Methods, Analyses], 1st ed, Gabler Verlag, pp.569-581.

Voss, R and Gruber, T (2006) Complaint Handling at the Schindlerhof Hotel with Praise and Assessment Cards. In Mukerjee, K (ed) Customer Focus: The New Imperative. Volume I – Customer Service and Satisfaction, ICFAI University Press, pp.88-97, ISBN: 978-8131403075.

Gruber, T and Voss, R (2006) Grundlagen und Erfassung des Konzeptes der Studienzufriedenheit unter Einbezug eines Best Practice Beispiels” [Student Satisfaction – Principles, Measurement and Best Practice Example]. In Voss, R and Gruber, T (ed) Hochschulmarketing [Marketing for Higher Education], Eul Verlag, pp.75-100, ISBN: 978-3899364231.



Getting in touch

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