Dr Thorsten Gruber

 

Part time Visiting Lecturer in Marketing and Service Management

Marketing

About

Dr Thorsten Gruber is a Lecturer (Assistant Professor) in Marketing and Service Management at the University of Manchester, Manchester Business School. Prior to that, he was engaged in postdoctoral research at the University of Birmingham, Birmingham Business School, an external research assistant and lecturer at the University of Bamberg, and a part-time visiting lecturer at the University of Education Ludwigsburg. Thorsten is a member of the Academy of Marketing (AM), the American Marketing Association (AMA), the Academy of Marketing Science (AMS), and the Society for Marketing Advances (SMA). Thorsten also represents Manchester Business School in the “International Academy of Service Research and Education (IASRE)”, which is a network of the 24 leading service research centres in the world, coordinated by CTF –Service Research Center at Karlstad University, Sweden. For his research, Thorsten has received several awards and he publishes in leading international peer-reviewed journals such as Journal of Business Research, Industrial Marketing Management, Journal of Services Marketing, and Journal of Marketing Management.

Qualifications

PhD (Birmingham)
MBA (Birmingham)
Dipl.-Oec. (Wuppertal)

Teaching

In Manchester, Thorsten teaches at undergraduate, MSc, and MBA level, and specialises in services marketing. He also teaches on the Hong Kong and Singapore Programme, which are the first Manchester Business School programmes which enable UK staff take their expertise directly to Hong Kong and Singapore to allow students to gain an MBS degree in management.

In Birmingham, Thorsten offers the Services Marketing elective for the MSc programmes.

Research

  • Interpersonal Service Encounters (Complaint Handling, Service Recovery)

  • Services Business Markets (Complaint Management, Service Networks, Service Dominant Logic)

  • Virtual Services (Virtual Service Environments such as Second Life)

  • Transformative Service Research (Health, Higher Education)

Other activities

  • Lecturer (Assistant Professor) in Marketing and Service Management at the University of Manchester, Manchester Business School.

  • Visiting Professor of Service Research at CTF –Service Research Center at Karlstad University, Sweden.

  • Joint Track Chair, B2B Service Networks, IMP (Industrial Marketing and Purchasing) 2010 Conference in Budapest, Hungary

Publications

Selected publications

  1. Gruber, T., Henneberg, S. C., Ashnai, B., Naudé, P. and Reppel, A. (2010), “Complaint Resolution Management Expectations in an Asymmetric Business-to-Business Context”. Journal of Business and Industrial Marketing.
  2. Gruber, T., Fuss, S., Voss, R. and Gläser-Zikuda, M. (2010), “Examining Student Satisfaction with Higher Education Services Using a New Measurement Tool”. International Journal of Public Sector Management, 23 (2).
  3. Voss, R., Gruber, T. and Reppel, A. (2010). “Which Classroom Service Encounters make Students Happy or Unhappy? – Insights from an Online CIT study”. International Journal of Educational Management.
  4. Gruber, T., Szmigin, I. and Voss, R.  (2009). “Developing a Deeper Understanding of Attributes of Effective Customer Contact Employees in Personal Complaint Handling Encounters”. Journal of Services Marketing, 23 (6), 422-435.
  5. Gruber, T., Szmigin, I. and Voss, R. (2009). “Handling Customer Complaints Effectively – A Comparison of the Value Maps of Female and Male Complainants”. Managing Service Quality, 19 (6), 636-656.
  6. Henneberg, S. C., Gruber, T., Reppel, A., Ashnai, B. and Naudé, P. (2009). “Complaint Management Expectations: An Online Laddering Analysis of Small versus Large Firms”. Industrial Marketing Management, 38 (6), 584-598.
  7. Gruber, T., Szmigin, I., Reppel, A. and Voss, R. (2008). “Designing and Conducting Online Interviews to Investigate Interesting Consumer Phenomena”. Qualitative Market Research: An International Journal, 11 (3), 256-274.
  8. Voss, R., Gruber, T. and Szmigin, I. (2007). “Service Quality in Higher Education: The Role of Student Expectations”. Journal of Business Research, 60 (9), 949-959.
  9. Gruber, T., Szmigin, I. and Voss, R. (2006). “The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters”. Journal of Marketing Management, 22 (5-6), 619-642.
  10. Reppel, A., Szmigin, I., and Gruber, T. (2006). “The iPod Phenomenon: Identifying a Market Leader’s Secrets Through Qualitative Marketing Research”. Journal of Product & Brand Management, 15 (4), 239-249.

Back to top