Professor Thorsten Gruber, CSM’s Co-Director, recently attended the leading service research conference - Frontiers in Service, in San Jose, California. During the awards dinner, Professor Gruber was presented with two awards for an article he co-authored with colleagues from Maastricht, Cambridge and Manchester:

• 2014 AMA SERVSIG Best Service Article (Runner Up Award)
• 2014 Journal of Service Research Best Article Award (Finalist Award)

The article, 'Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach', was published in the leading Journal of Service Research. You may access the article here.