Centre for Service Management

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March 18th 2014 - Presentation at Leeds University Business School

Professor Gruber at Leeds Business School

Professor Thorsten Gruber was invited by Dr Ghasem Zaefarian from the Marketing Division at Leeds University Business School. The title of Professor Gruber’s presentation was: 'Investigating the Role of Culture in Creating Complaint Satisfaction: Insights from Developed and Emerging Economies'.

In his presentation, Professor Gruber explained the key features of the Kano Model of Customer Satisfaction and then discussed two current research projects.

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