Papers by Thorsten Gruber
Every cloud has a silver lining — Exploring the dark side of value co-creation in B2B service networks
Industrial Marketing Management, 2016
Expanding Understanding of Satisfying Service Experiences ? A Dyadic Approach
In Academy of Marketing Conference Academy of Marketing Conference Liverpool Uk Liverpool Uk 2011, Jul 1, 2011
Revealing Female and Male Students' Satisfaction with the Characteristics of Effective Professors
In Ama Summer Educator S Conference Ama Summer Educator S Conference 07 Aug 2009 10 Aug 2009 Chicago Il Usa Chicago Il Usa 2009, 2009
Service Encounters in Higher Education ? Investigating the Influence of the Characteristics of Professors on the Satisfaction and Dissatisfaction of Students
In 33rd Marketing Educators Association Conference 33rd Marketing Educators Association Conference Newport Beach Ca Usa Newport Beach Ca Usa 2009, Apr 1, 2009
What Buying Companies Expect from Suppliers in the Case of a Complaint
In Ama Summer Educator S Conference Boston Ma Usa 2010, 2010
Revealing Complaint Handling Expectations of Buying Companies
In Society For Marketing Advances Conference Society For Marketing Advances Conference St Petersburg Fl Usa St Petersburg Fl Usa 2008, 2008
The Complaint Handling Encounter: How Male and Female Complainants Perceive Value
In Ama Summer Educator S Conference Ama Summer Educator S Conference San Diego Ca Usa San Diego Ca Usa 2008, 2008
This paper presents two online variations of the laddering interviewing technique to reveal the p... more This paper presents two online variations of the laddering interviewing technique to reveal the preferred attributes of an iconic music player. The results suggest that the proposed methods (online laddering interviews and questionnaires) can be transferred successfully to an online environment to combine the effectiveness of qualitative research with the efficiency of quantitative research. While the online laddering interviews produced significantly more depth in understanding, the results of the two online laddering methods are broadly similar. The results indicate that consumer particularly value the control elements of the music player such as the click wheel and the menu navigation, the sound quality, and its aesthetical design.
An Exploratory Qualitative Study of Complaint Management in Business-to-Business Relationships
In Academy of Marketing B2b Marketing Masterclass Academy of Marketing B2b Marketing Masterclass Leicester Business School Leicester Uk Leicester Uk 2007, 2007
Buying Companies' Complaint Handling Expectations in Close Business Relationships
In Society For Marketing Advances Conference Society For Marketing Advances Conference 04 Nov 2009 07 Nov 2009 New Orleans La Usa New Orleans La Usa 2009, 2009
How Students Want to be Treated in Student - Professor Encounters - An Intra-National Comparison Study
In Ama Summer Educator S Conference Boston Ma Usa 2010, 2010
Designing Online Laddering Studies
Technology and the Marketer: Utopian and Dystopian Perspectives on Digital Innovation
Journal of Macromarketing 2013 33 398 398, 2013
Exploring Customer Feedback from a Transformative Service Research Perspective
In Quis13th International Research Symposium on Service Excellence in Management 10 Jun 2013 13 Jun 2013 Karlstad University Sweden 2013, Jun 1, 2013
preview 2 Stephan C. Henneberg is a Senior Lecturer in Marketing at Manchester Business School, U... more preview 2 Stephan C. Henneberg is a Senior Lecturer in Marketing at Manchester Business School, University of Manchester, UK. He obtained his Ph.D. in Marketing from the University of Cambridge, Judge Business School. His current research interests are in the areas of strategic marketing, relational marketing, consumer behaviour, strategic competences, and social and political marketing. Thorsten Gruber is a Lecturer in Marketing at Manchester Business School, University of Manchester. He received his Ph.D. and MBA from the University of Birmingham. His research interests include consumer complaining behaviour, services marketing and the development of qualitative online research methods.
The Role of Gender in Reactions to Complaint Handling Activities
This paper explores the nature of complaint satisfaction with particular emphasis on the qualitie... more This paper explores the nature of complaint satisfaction with particular emphasis on the qualities and behaviours that affect male and female customers during personal complaint handling encounters. An explorative study using the means-end approach and qualitative laddering techniques provides a deeper understanding of attributes of effective customer contact employees. The research indicates that being taken seriously in the complaint encounter and the employee's competence, friendliness and active listening skills are particularly important attributes of customer contact employees for both male and female complainants. Female customers were more able than male respondents to develop strong associations on the highest level of abstraction and link desired employee behaviours with several values. Female customers also tended to be more emotionally involved than male customers.
A Cross-Cultural Comparison of Business Complaint Management Expectations
Journal of Marketing Theory and Practice, 2015
ABSTRACT This study explores the complaint management expectations of 72 British and 74 German or... more ABSTRACT This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resolution attributes by the buyer (i.e., means) and the buyer’s value perceptions (i.e., ends). Unlike previous research, we highlight similarities and differences in the drivers behind and attributes of complaint management expectations across two countries (Germany and the United Kingdom). Even in countries appearing to be similar economically and culturally, we find differences in the desired attributes. British buyers, for example, emphasize softer complaint resolution attributes compared to Germans. Our study is the first to present a model of complaint management expectations incorporating the role of culture, and it provides managerial directions on standardization and adaption of complaint resolution attributes. Furthermore, it evaluates justice dimensions (especially interactional justice) and their impact on perceptions of complaint management.
Online Laddering
Qualitative Marktforschung, 2009
... des Weiteren die Möglichkeit, Individuen und Gruppen zu befragen, die auf andere Weise schwer... more ... des Weiteren die Möglichkeit, Individuen und Gruppen zu befragen, die auf andere Weise schwer zu kontaktieren wären (Pincott/ Branthwaite 2000). ... Duffy, Bobby/Smith, Kate/Terhanian, George/Bremer, John (2005): Comparing Data from Online and FacetoFace Surveys. ...
When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being
Perceptions of Value in Complaint Handling Service Encounters
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Uploads
Papers by Thorsten Gruber