Thorsten Gruber
Thorsten Gruber
Professor of Marketing and Service Management, Centre for Service Management (CSM), Loughborough
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Cited by
Cited by
Understanding Generation Y and their use of social media: a review and research agenda
RN Bolton, A Parasuraman, A Hoefnagels, N Migchels, S Kabadayi, ...
Journal of Service Management 24 (3), 245-267, 2013
Expanding understanding of service exchange and value co-creation: a social construction approach
B Edvardsson, B Tronvoll, T Gruber
Journal of the Academy of Marketing Science 39 (2), 327-339, 2011
Brave new world: service robots in the frontline
J Wirtz, PG Patterson, WH Kunz, T Gruber, VN Lu, S Paluch, A Martins
Journal of Service Management 29 (5), 907-931, 2018
Examining student satisfaction with higher education services: Using a new measurement tool
T Gruber, S Fuß, R Voss, M Gläser-Zikuda
International Journal of Public Sector Management 23 (2), 105-123, 2010
A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors
S Benoit, TL Baker, RN Bolton, T Gruber, J Kandampully
Journal of Business Research 79, 219-227, 2017
Service quality in higher education: The role of student expectations
R Voss, T Gruber, I Szmigin
Journal of Business Research 60 (9), 949-959, 2007
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
VN Lu, J Wirtz, WH Kunz, S Paluch, T Gruber, A Martins, PG Patterson
Journal of Service Theory and Practice 30 (3), 361-391, 2020
Co‐creation in radical service innovation: a systematic analysis of microlevel processes
H Perks, T Gruber, B Edvardsson
Journal of product innovation management 29 (6), 935-951, 2012
Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach
FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki
Journal of Service Research 17 (3), 278-295, 2014
Individual values and motivational complexities in ethical clothing consumption: A means-end approach
T Jägel, K Keeling, A Reppel, T Gruber
Journal of Marketing Management 28 (3-4), 373-396, 2012
New development:‘Healing at a distance’—telemedicine and COVID-19
H Leite, IR Hodgkinson, T Gruber
Public money & management 40 (6), 483-485, 2020
Every cloud has a silver lining—Exploring the dark side of value co-creation in B2B service networks
IN Chowdhury, T Gruber, J Zolkiewski
Industrial Marketing Management 55, 97-109, 2016
The desired teaching qualities of lecturers in higher education: a means end analysis
R Voss, T Gruber
Quality Assurance in Education 14 (3), 217-242, 2006
I want to believe they really care: How complaining customers want to be treated by frontline employees
T Gruber
Journal of Service Management 22 (1), 85-110, 2011
Academic sell-out: how an obsession with metrics and rankings is damaging academia
T Gruber
Journal of Marketing for Higher Education 24 (2), 165-177, 2014
Designing and conducting online interviews to investigate interesting consumer phenomena
T Gruber, I Szmigin, AE Reppel, R Voss
Qualitative Market Research: An International Journal 11 (3), 256-274, 2008
Elevating the human experience (HX) through service research collaborations: introducing ServCollab
RP Fisk, L Alkire, L Anderson, DE Bowen, T Gruber, AL Ostrom, L Patricio
Journal of Service Management 31 (4), 615-635, 2020
Billions of Impoverished People Deserve to Be Better Served: A Call to Action for the Service Research Community
RP Fisk, L Anderson, DE Bowen, T Gruber, AL Ostrom, L Patrício, ...
Journal of Service Management 27, 2016
Handling customer complaints effectively: A comparison of the value maps of female and male complainants
T Gruber, I Szmigin, R Voss
Managing Service Quality: An International Journal 19 (6), 636-656, 2009
Understanding the characteristics of effective professors: The student's perspective
T Gruber, A Reppel, R Voss
Journal of Marketing for Higher Education 20 (2), 175-190, 2010
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