Michael Paul
Michael Paul
Professor of Marketing, University of Augsburg
Adresse e-mail validée de wiwi.uni-augsburg.de
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Are all smiles created equal? How emotional contagion and emotional labor affect service relationships
T Hennig-Thurau, M Groth, M Paul, DD Gremler
Journal of Marketing 70 (3), 58-73, 2006
12172006
Toward a theory of repeat purchase drivers for consumer services
M Paul, T Hennig-Thurau, DD Gremler, KP Gwinner, C Wiertz
Journal of the Academy of Marketing Science 37 (2), 215-237, 2009
1602009
Shopping benefits of multichannel assortment integration and the moderating role of retailer type
O Emrich, M Paul, T Rudolph
Journal of Retailing 91 (2), 326-342, 2015
1242015
One firm, one product, two prices: Channel-based price differentiation and customer retention
J Vogel, M Paul
Journal of Retailing and Consumer Services 27, 126-139, 2015
552015
Is this smile for real? The role of affect and thinking style in customer perceptions of frontline employee emotion authenticity
AT Lechner, M Paul
Journal of Business Research 94, 195-208, 2019
392019
Managing service relationships in a global economy: Exploring the impact of national culture on the relevance of customer relational benefits for gaining loyal customers
T Hennig-Thurau, KP Gwinner, DD Gremler, M Paul
Advances in International Marketing 15 (1), 11-31, 2005
392005
Can economic bonus programs jeopardize service relationships?
T Hennig-Thurau, M Paul
Service Business 1 (2), 159-175, 2007
272007
Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers
M Paul, T Hennig-Thurau, M Groth
Journal of Business Research 68 (5), 1062-1073, 2015
232015
How gifts influence relationships with service customers and financial outcomes for firms
A Marchand, M Paul, T Hennig-Thurau, G Puchner
Journal of Service Research 20 (2), 105-119, 2017
182017
Not all smiles are created equal: how employee-customer emotional contagion impacts service relationships
T Hennig-Thurau, M Groth, M Paul, DD Gremler
Marketing, Technology and Customer Commitment in the New Economy, 254-254, 2015
122015
Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges
T Hennig-Thurau, M Paul
Service Excellence als Impulsgeber, 363-382, 2007
82007
Channel-based price differentiation: does it affect customer retention and is it feasible for mobile communications retailers?
M Paul, J Beckmann
Marketing Theory and Applications 131, 2012
62012
Determinanten der Kundenbindung
M Paul, T Hennig-Thurau
Handbuch Kundenbindungsmanagement 7, 81-109, 2010
52010
Measuring customer experiences: a text-based and pictorial scale
M Gahler, JF Klein, M Paul
Marketing Science Institute Working Paper Series Report, 2019
42019
Toward a Theory of Repeat Purchase Drivers for Services: Developing a Coherent Framework and Assessing Driver Importance
M Paul, T Hennig-Thurau, DD Gremler, KP Gwinner, K Wiertz
Working paper, 2006
32006
Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance
AT Lechner, F Mathmann, M Paul
Journal of Service Research, 1094670520975148, 2020
22020
The CX scale: towards a holistic measure of customer experience
M Gahler, M Paul, JF Klein
22018
Die dunkle Seite des Kundenmanagements: Kundenbindungsprogramme und ihre negativen Auswirkungen auf Fairness und Selbstbestimmung
M Paul, J Beckmann
Customer Management. Vertriebs-und Servicekonzepte der Zukunft, Logos …, 2011
22011
Toward a Means-End Theory of Service Relationships: Linking Relationship-Driving Benefits with Service Attributes and Motivational Values
M Paul, T Hennig-Thurau, DD Gremler, B Green, KP Gwinner, MC Wiertz
Enhancing Knowledge Development in Marketing, 39, 2006
22006
Subtle but spotted? Influencing factors of customer-perceived weight discrimination
SN Kralj, AT Lechner, M Paul
Journal of Services Marketing, 2019
12019
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