معرفی
Thorsten Gruber is a Professor of Marketing and Service Management at Loughborough University, where he also serves as Director of the Centre for Service Management. Prior to this role, he was a Senior Lecturer at Manchester Business School. He holds a PhD and MBA from the University of Birmingham. His research focuses on service failure and recovery, frontline employee well-being, customer feedback dynamics, and service robotics. He has also held prestigious visiting positions, including the Anne-Marie and Gustaf Ander Foundation Visiting Professorship at Karlstad University (2015–2017).
Gruber’s research interests span transformative service research, complaint management across cultures, and the impact of positive customer feedback on employee well-being. He has presented globally at leading conferences and published in journals like Journal of Service Research and Journal of Marketing Management. His work has been recognized with awards such as the Emerald Literati Network Awards and the Journal of Service Management Robert Johnston Award.
His academic contributions also extend to pedagogy, including winning nominations for Teacher of the Year and Researcher of the Year. Gruber co-founded the Centre for Service Management in 2013, fostering interdisciplinary research in service excellence. His recent studies explore AI-driven service accountability, health-seeking behaviors in rural settings, and the ethical integration of service robots.
- Education: PhD and MBA from University of Birmingham
- Awards: Multiple Emerald Awards, methods@manchester Competition Winner (2009), Academy of Marketing Research Initiative Award (2008)
- Key Research Themes: Service Recovery, Customer Feedback Analysis, Employee Well-being, Transformative Service Robotics
