Alexander Reppel

Publications

Journal Articles

Reppel, A. E. and I. Szmigin (2010), "Consumer-managed profiling: A contemporary interpretation of privacy in buyer-seller interactions", Journal of Marketing Management, vol. 26, no. 3-4, pages 321-342

Voss, R., T. Gruber, and A. E. Reppel (2010), "Which classroom service encounters make students happy or unhappy? Insights from an online CIT study", International Journal of Educational Management (forthcoming)

Gruber, T., S. C. Henneberg, B. Ashnai, P. Naudé and A. E. Reppel (2010), "Complaint resolution management expectations in an asymmetric business-to-business context", Journal of Business and Industrial Marketing, vol. 25, no. 5, pages 360-371

Henneberg, S. C., T. Gruber, A. E. Reppel, B. Ashnai and P. Naudé (2009), "Complaint management expectations: An online-laddering analysis of small versus large firms", Industrial Marketing Management, vol. 38, no. 6, pages 584–598

Gruber, T., A. E. Reppel, I. Szmigin and R. Voss (2008), "Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction", Qualitative Market Research: An International Journal, vol. 11, no. 4, pages 400-413 (Special Issue AM Conference 2007)

Gruber, T., I. Szmigin, A. E. Reppel and R. Voss (2008), "Designing and conducting online interviews to investigate interesting consumer phenomena", Qualitative Market Research: An International Journal, vol. 11, no. 3, pages 256-274

Reppel, A. E., I. Szmigin and T. Gruber (2006), "The iPod phenomenon: Identifying a market leader's secrets through qualitative marketing research", Journal of Product and Brand Management, vol. 15, no. 4, pages 239-249 (Emerald Literati Network Highly Commended Award)

Szmigin, I., L. Canning and A. E. Reppel (2005), "Online community: Enhancing the relationship marketing concept through customer bonding", International Journal of Service Industry Management, vol. 16, no. 5, pages 480-496

Szmigin, I. and A. E. Reppel (2004), "Internet community bonding: The case of macnews.de", European Journal of Marketing, vol. 38, no. 5/6, pages 626-640

Book Chapters

Gruber, T., R. Voss, I. Balderjahn und A. E. Reppel (2009), "Online Laddering", in: Buber, R. und H. M. Holzmüller (Eds.): "Qualitative Marktforschung. Konzepte - Methoden - Analysen", 2nd edition, Gabler: Wiesbaden

Gruber, T., R. Voss, I. Balderjahn und A. E. Reppel (2007), "Online Laddering", in: Buber, R. und H. M. Holzmüller (Eds.): "Qualitative Marktforschung. Konzepte - Methoden - Analysen", Gabler: Wiesbaden

Voss, R., S. Wippermann und A. E. Reppel (2005), "Das Internet als Instrument der Kommunikationspolitik für Schulen - Gestaltungskriterien, Werbeeffekte und Studienergebnisse", in: Voss, R. (Ed.): "Schulsponsoring und Fundraising an Schulen", WVB - Wissenschaftlicher Verlag Berlin: Berlin, pages 119-138

Conference Presentations

2010

Gruber, T., S. C. Henneberg, A. E. Reppel, B. Ashnai and P. Naudé (2010), "What buying companies expect from suppliers in the case of a complaint", AMA Summer Educator’s Conference, Boston, MA/USA, August

Gruber, T., G. Brodowsky, A. Lowrie, A. E. Reppel and R. Voss (2010), "How students want to be treated in student-professor encounters – an intra-national comparison study", AMA Summer Educator’s Conference, Boston, MA/USA, August

Reppel, A. E. and I. Szmigin (2010), "Data Doppelgänger: Addressing the darker side of digital identity", European Conference of the Association for Consumer Research (EACR), Egham/UK, July

Reppel, A. E. and I. Szmigin (2010), "The darker side of digital identity: Implications for social networks", 2010 Macromarketing Seminar, Laramie, WY/USA, June

Gruber, T., I. Abosag, A. E. Reppel and I. Szmigin (2010), "The preferred attributes of service employees handling customer complaints – does the stage of service sector development play a role?", 2010 AMA SERVSIG International Service Research Conference, Porto/Portugal, June

2009

Gruber, T., S. C. Henneberg, B. Ashnai, P. Naudé, A. E. Reppel and F. Huber (2009), "Buying companies’ complaint handling expectations in close business relationships", Society for Marketing Advances Conference, New Orleans, LA/USA, November

Gruber, T., G. Brodowsky, R. Voss and A. E. Reppel (2009), "Revealing female and male students’ satisfaction with the characteristics of effective professors", AMA Summer Educator’s Conference, Chicago, IL/USA, August

Gruber, T., S. C. Henneberg, A. E. Reppel, P. Naudé and F. Huber (2009), "Exploring the nature of complaint management in business relationships", Academy of Marketing Conference, Leeds/UK, July

Gruber, T., A. E. Reppel, G. Brodowsky, and R. Voss (2009), "Service encounters in higher education – investigating the influence of the characteristics of professors on the satisfaction and dissatisfaction of students", 33rd Marketing Educators' Association Conference (MEA), Newport Beach, CA/USA, April

Gruber, T., A. E. Reppel, and R. Voss (2009), "Understanding student satisfaction with higher education services", Fourth International Conference on Higher Education Marketing (ICHEM), Guimarães/Portugal, April

2008

Gruber, T., A. E. Reppel, I. Abosag and I. Szmigin (2008), "Preferred attributes and qualities of effective customer contact employees during face-to-face complaint handling encounters", Society for Marketing Advances Conference, St. Petersburg, FL/USA, November

Gruber, T., P. Naudé, S. C. Henneberg, B. Ashnai and A. E. Reppel (2008), "Revealing complaint handling expectations of buying companies", Society for Marketing Advances Conference, St. Petersburg, FL/USA, November

Henneberg, S. C., B. Ashnai, T. Gruber, P. Naudé and A. E. Reppel (2008), "Using critical incident and means-end approaches to understand business complaint management", 24th IMP Conference, Uppsala/Sweden, September

Gruber, T., I. Szmigin, R. Voss and A. E. Reppel (2008), "The complaint handling encounter: How male and female complainants perceive value", AMA Summer Educator’s Conference, San Diego, CA/USA, August

Voss, R., T. Gruber and A. E. Reppel (2008), "Exploring satisfactory and dissatisfactory student-professor encounters: The student’s perspective", AMA Summer Educator’s Conference, San Diego, CA/USA, August

Gruber, T., S. C. Henneberg, B. Ashnai, P. Naudé and A. E. Reppel (2008), "Using laddering to understand business complaint management", AMA Summer Educator’s Conference, San Diego, CA/USA, August

Henneberg, S. C., B. Ashnai, T. Gruber, P. Naudé and A. E. Reppel (2008), "Make sure it doesn't happen again! Investing expectations of manufacturing companies regarding complaint resolution management", ISBM Academic Conference 2008, San Diego, CA/USA, August

Gruber, T., I. Szmigin, R. Voss and A. E. Reppel (2008), "Perceptions of value in complaint handling service encounters", Academy of Marketing Science (AMS) Annual Conference, Vancouver/Canada, May

2007

Gruber, T., A. E. Reppel and I. Szmigin (2007), "Exploring the preferred qualities and behaviors of customer contact employees during complaint handling encounters", Society for Marketing Advances Conference, San Antonio, TX/USA, November

Reppel, A. E., T. Gruber, I. Szmigin and R. Voss (2007), "Conducting qualitative research online - an exploratory study into the preferred attributes of an iconic digital music player", European Conference of the Association for Consumer Research (EACR), Milan/Italy, July

Gruber, T., A. E. Reppel and I. Szmigin (2007), "Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction", Academy of Marketing Conference, Egham/UK, July

Voss, R., T. Gruber and A. E. Reppel (2007), "Developing a classification system of teaching qualities - insights from a critical incident technique study in Germany", 5th International Conference on Marketing, Athens/Greece, July

Reppel, A. E., T. Gruber, I. Szmigin and R. Voss (2007), "Complaint satisfaction in personal complaint handling encounters", 36th European Marketing Academy Conference, Reykjavik/Iceland, May

Gruber, T., I. Szmigin, R. Voss and A. E. Reppel (2007), "Presenting a philosophical framework for the means-end approach", 36th European Marketing Academy Conference, Reykjavik/Iceland, May

Voss, R., T. Gruber and A. E. Reppel (2007), "Analysing critical incidents in higher education services", II. Conference on Higher Education Marketing, Budapest/Hungary, April

2006

Gruber, T., I. Szmigin, A. E. Reppel and R. Voss (2006), "Consumer integration in new consumer product development: An explorative comparison study of online- and offline-laddering techniques", 35th European Marketing Academy Conference, Athens/Greece, May

Reppel, A. E., T. Gruber, R. Voss and I. Szmigin (2006), "Online laddering - development of innovative laddering data collection methods", General Online Research Conference, Bielefeld/Germany, March

2001

Reppel, A. E. and I. Szmigin (2001), "Customer bonding in on-line communities", Academy of Marketing Conference, Cardiff/UK, July

Seminars & Workshops

2008

Henneberg, S. C., T. Gruber, B. Ashnai, P. Naudé and A. Reppel (2008), "Understanding complaint management in close business-to-business relationships", 4th IMP Journal Seminar, Lancaster/UK, May

Gruber, T, A. E. Reppel, I. Abosag and I. Szmigin (2008), "Cross-national comparison of attributes of effective customer contact employees during face-to-face complaint handling encounters - A Kano study of British and Saudi-Arabian complainants", Customer Research Academy Workshop (CRAWS), Manchester, April

2007

Gruber, T., S. C. Henneberg, B. Ashnai, P. Naudé and A. Reppel (2007), "An exploratory qualitative study of complaint management in business-to-business relationships", Academy of Marketing B2B Marketing Masterclass, Leicester/UK, December (Pearson Education Best Abstract Award)

2006

Reppel, A. E. (2006), "Online laddering - development of innovative laddering data collection methods", Paper presented at the Birmingham/Aston PhD Colloquium, Aston Business School & The Birmingham Business School, June

Gruber, T, A. E. Reppel and I. Szmigin (2006), "An evaluation of alternative laddering techniques in qualitative research - based on a study of German, British and American iPod-users", Customer Research Academy Workshop (CRAWS), Manchester, April

2005

Reppel, A. E. (2005), "An Evaluation of alternative laddering techniques in qualitative research", Paper presented at the Birmingham/Aston PhD Colloquium, Aston Business School & The Birmingham Business School, July

Reppel, A. E. (2005), "An Evaluation of alternative laddering techniques in qualitative research", Paper presented at the First Annual Scottish Doctoral Management Conference, School of Management, University of St Andrews, June

2004

Reppel, A. E. (2004), "Data Doppelgänger", Paper presented at the Birmingham/Aston PhD Colloquium, Aston Business School & The Birmingham Business School, July