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The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

Psychology & marketing, 2014-11, Vol.31 (12), p.1096-1109

2014

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Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Journal of interactive marketing, 2004, Vol.18 (1), p.38-52

2004

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Does Twitter matter? The impact of microblogging word of mouth on consumers’ adoption of new movies

Journal of the Academy of Marketing Science, 2015-05, Vol.43 (3), p.375-394

2015

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A Dyadic Model of Customer Orientation: Mediation and Moderation Effects

British journal of management, 2015-04, Vol.26 (2), p.292-309

2015

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Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy

Academy of Management journal, 2009-10, Vol.52 (5), p.958-974

2009

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Entertainment Science: Data Analytics and Practical Theory for Movies, Games, Books, and Music

1, 2018

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Value Creation in the Video Game Industry: Industry Economics, Consumer Benefits, and Research Opportunities

Journal of interactive marketing, 2013-08, Vol.27 (3), p.141-157

2013

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The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development

Psychology & marketing, 1997-12, Vol.14 (8), p.737-764

1997

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When the antidote is the poison: Investigating the relationship between people's social media usage and loneliness when face-to-face communication is restricted

PloS one, 2024-02, Vol.19 (2), p.e0296423-e0296423

2024

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Willing and Able to Fake Emotions: A Closer Examination of the Link between Emotional Dissonance and Employee Well-Being

Journal of applied psychology, 2011-03, Vol.96 (2), p.377-390

2011

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The Impact of New Media on Customer Relationships

Journal of service research : JSR, 2010-08, Vol.13 (3), p.311-330

2010

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

Journal of marketing, 2006-07, Vol.70 (3), p.58-73

2006

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Social Commerce: A Contingency Framework for Assessing Marketing Potential

Journal of interactive marketing, 2013-11, Vol.27 (4), p.311-323

2013

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Electronic Word-of-Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet

International journal of electronic commerce, 2003-12, Vol.8 (2), p.51-74

2003

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Marktbezogenes Organisationales Lernen als Aufgabe des Hochschulmanagements: Bestandsaufnahme und Entwicklung eines Erfolgskonzeptes für Universitäten

Thorsten Hennig-Thurau

1, 2015

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Giving the Expectancy-Value Model a Heart

Psychology & marketing, 2012-10, Vol.29 (10), p.765-781

2012

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The Economics of Filmed Entertainment in the Digital Era

Journal of cultural economics, 2021, Vol.45 (2), p.157-170

2021

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Toward a theory of repeat purchase drivers for consumer services

Journal of the Academy of Marketing Science, 2009-06, Vol.37 (2), p.215-237

2009

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Does Customer Demotion Jeopardize Loyalty?

Journal of marketing, 2009-05, Vol.73 (3), p.69-85

2009

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Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media

Journal of business research, 2022-03, Vol.141, p.393-409

2022

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Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention

International journal of service industry management, 2004-01, Vol.15 (5), p.460-478

Hennig-Thurau, Thorsten

2004

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Can Automated Group Recommender Systems Help Consumers Make Better Choices?

Journal of marketing, 2012-09, Vol.76 (5), p.89-109

2012

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Consumer File Sharing of Motion Pictures

Journal of marketing, 2007-10, Vol.71 (4), p.1-18

2007

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German Consumer Decision‐Making Styles

The Journal of consumer affairs, 2001-07, Vol.35 (1), p.73-95

2001

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Can economic bonus programs jeopardize service relationships?

Service business, 2007-06, Vol.1 (2), p.159-175

2007

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The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?

Does Twitter matter? The impact of microblogging word of mouth on consumers’ adoption of new movies

A Dyadic Model of Customer Orientation: Mediation and Moderation Effects

Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy

Entertainment Science: Data Analytics and Practical Theory for Movies, Games, Books, and Music

Value Creation in the Video Game Industry: Industry Economics, Consumer Benefits, and Research Opportunities

The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development

When the antidote is the poison: Investigating the relationship between people's social media usage and loneliness when face-to-face communication is restricted

Willing and Able to Fake Emotions: A Closer Examination of the Link between Emotional Dissonance and Employee Well-Being

The Impact of New Media on Customer Relationships

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

Social Commerce: A Contingency Framework for Assessing Marketing Potential

Electronic Word-of-Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet

Marktbezogenes Organisationales Lernen als Aufgabe des Hochschulmanagements: Bestandsaufnahme und Entwicklung eines Erfolgskonzeptes für Universitäten

Giving the Expectancy-Value Model a Heart

The Economics of Filmed Entertainment in the Digital Era

Toward a theory of repeat purchase drivers for consumer services

Does Customer Demotion Jeopardize Loyalty?

Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media

Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention

Can Automated Group Recommender Systems Help Consumers Make Better Choices?

Consumer File Sharing of Motion Pictures

German Consumer Decision‐Making Styles

Can economic bonus programs jeopardize service relationships?

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