Centre for Service Management

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CSM receives two awards for research

Professor Thorsten Gruber

CSM Director Professor Thorsten Gruber recently received two awards for his research. The first was the Emerald Citations of Excellence for 2016 Award for his article "Understanding Generation Y and their use of social media: A review and research agenda”, which was published in the Journal of Service Management. The article was a collaboration project with colleagues from the USA, Australia and the Netherlands. Each year, Emerald Group Publishing awards certificates to highly cited papers relating to the areas of Business Management, Finance, Accounting, Economics and Marketing. The selection process is based initially on the citations being given to papers published in a previous year (in this case 2013), but their judging panel also considers the content of the papers themselves in terms of novelty, inter-disciplinary interest and relevancy in today’s world. The article is currently also Loughborough University’s most downloaded item out of more than 22,000 documents. You can read the full article here:

Professor Gruber also received the 'Best Service Consumer Paper' award by the Journal of Services Marketing at the SERVSIG Conference in Maastricht. The paper, ‘Bring me sunshine’: Developing a deeper understanding of positive customer feedback”, was a collaboration project together with colleagues from Texas State University and the University of Manchester.