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18 Mar 2014
March 18th 2014 - Presentation at Leeds University Business School
![Thorsten Gruber with colleague at Leeds Business School](/media/wwwlboroacuk/content/sbe/photos/research/March 2014 Leeds BS_inline.jpg)
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.