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Toward a theory of repeat purchase drivers for consumer services

Paul, Michael; Hennig-Thurau, Thorsten; Gremler, Dwayne D. - In: Journal of the Academy of Marketing Science 37 (2009) 2, pp. 215-237

Persistent link: https://www.econbiz.de/10003851360

Determinanten der Kundenbindung

Paul, Michael; Hennig-Thurau, Thorsten - In: Handbuch Kundenbindungsmanagement, (pp. 81-109). 2010

Persistent link: https://www.econbiz.de/10003928524

Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges

Hennig-Thurau, Thorsten; Paul, Michael - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 363-382). 2007

Persistent link: https://www.econbiz.de/10003596216

Tightening or loosening the "iron cage"? : the impact of formal and informal display controls on service customers

Paul, Michael; Hennig-Thurau, Thorsten; Groth, Markus - In: Journal of business research : JBR 68 (2015) 5, pp. 1062-1073

Persistent link: https://www.econbiz.de/10010517107

How gifts influence relationships with service customers and financial outcomes for firms

Marchand, André; Paul, Michael; Hennig-Thurau, Thorsten; … - In: Journal of service research : JSR 20 (2017) 2, pp. 105-119

Persistent link: https://www.econbiz.de/10011684836

Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers

Paul, Michael; Hennig-Thurau, Thorsten; Groth, Markus - In: Journal of Business Research 68 (2015) 5, pp. 1062-1073

How can service firms manage displays of frontline service employees most effectively? Building on organizational control theory, this research develops a typology of employee display controls for routine service delivery that distinguishes three formal controls (aesthetic, emotional, and...

Persistent link: https://www.econbiz.de/10011209117

Toward a theory of repeat purchase drivers for consumer services

Paul, Michael; Hennig-Thurau, Thorsten; Gremler, Dwayne D. - In: Journal of the Academy of Marketing Science 37 (2009) 2, pp. 215-237

Persistent link: https://www.econbiz.de/10008238814

Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

Hennig-Thurau, Thorsten; Groth, Markus; Paul, Michael; … - In: Journal of marketing 70 (2006) 3, pp. 58-73

Persistent link: https://www.econbiz.de/10007264303

Can economic bonus programs jeopardize service relationships?

Hennig-Thurau, Thorsten; Paul, Michael - In: Service Business 1 (2007) 2, pp. 159-175

Persistent link: https://www.econbiz.de/10008515388