Bauhaus-University of Weimar : Chair for Marketing and Media Research

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*Key research areas:*
	Relationship Marketing: Determinants of long-term relationships, consumer relational benefits, relationship quality, return on relationship marketing measures. [more...] Marketing Media Products, especially Motion Picture Research: Determinants of motion picture success, differences between theatrical and home video consumption, cross-cultural differences, ingredient branding and starpower. [more...] Services Management: Emotional labor of service employees, customer orientation of service firms, customer satisfaction and loyalty, consumer relational benefits. [more...] Electronic Business: Consumer-to-consumer communication on the Internet. [more...]
*Publications:*
	Prof. Dr. Hennig-Thurau: Monographs (authored and edited) (7) Hennig-Thurau, Thorsten und Victor Henning (Hrsg.) (2009): Guru Talk: Die deutsche Filmindustrie im 21. Jahrhundert, Marburg: Schüren, 207 Seiten. Hennig-Thurau, Thorsten (2004): Relationship Marketing and the Internet, published as Special Issue of the International Journal of Internet Marketing and Advertising (IJIMA), Vol. 1 No. 4, InderScience Publishers. Hennig-Thurau, Thorsten (2004): Marktbezogenes Organisationales Lernen als Aufgabe des Hochschulmanagement - Bestandsaufnahme und Entwicklung eines Erfolgskonzeptes für Universitäten [Market-based Organizational Learning for Higher Education Institutions], Berlin: Duncker und Humblot, 400 pages. Hansen, Ursula, Thorsten Hennig-Thurau, and Ulf Schrader (2001): Produktpolitik – Ein kunden- und gesellschaftsorientierter Ansatz [Product Policy: An Integration of Customer-oriented and Societal Perspectives], 3rd Ed., Stuttgart: Schäffer-Poeschel, 320 pages. Click here for more information. Hennig-Thurau, Thorsten and Ursula Hansen (Eds.) (2000): Relationship Marketing: Competitive Advantage Through Customer Satisfaction and Customer Retention, Berlin, New York: Springer, 459 pages. A Chinese-language edition of the book will be published in 2002. Click here for more information, including Table of Contents and full index. Hennig-Thurau, Thorsten (1998): Konsum-Kompetenz: Eine neue Zielgröße für das Management von Geschäftsbeziehungen [Introducing Consumer Skills as a New Target Variable in Relationship Marketing], Frankfurt/M.: Peter Lang, 450 pages.Click here for more information. Hennig, Thorsten (1995): Die Abgrenzung und Strukturierung von Produktmärkten [Structuring Product Markets], Marburg: Tectum Publ., 165 pages. Journal Articles (refereed) – US- and UK-Journals (30) Walsh, Gianfranco, Thorsten Hennig-Thurau, Kai Sassenberg, and Daniel Bornemann (2010): Does Relationship Quality Matter in E-Services? A Comparison of Online and Offline Retailing, Journal of Retailing and Consumer Services, forthcoming. Paul, Michael, Thorsten Hennig-Thurau, Dwayne D. Gremler, Kevin P. Gwinner, and Caroline Wiertz (2009): Toward a Theory of Repeat Purchase Drivers for Consumer Services, Journal of the Academy of Marketing Science, Vol. 37 (June), pp. 215-237. [Download] Wagner, Tillmann, Thorsten Hennig-Thurau, and Thomas Rudolph (2009): Does Customer Demotion Jeopardize Loyalty?, Journal of Marketing, Vol. 73 (May), pp. 69-85 (featured in JM Blog as outstanding article in issue). [Download] Groth, Markus, Thorsten Hennig-Thurau, and Gianfranco Walsh (2009): Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy, Academy of Management Journal, Vol. 52 (October), pp. 958-974. [Download] Schrader, Ulf and Thorsten Hennig-Thurau (2009): VHB-JOURQUAL2: Method, Results, and Implications of the German Academic Association for Business Research´s Journal Ranking, BuR – Business Research, Vol. 2 (2), pp. 180-204. [Download] Hennig-Thurau, Thorsten, Mark B. Houston, and Torsten Heitjans (2009): Conceptualizing and Measuring the Monetary Value of Brand Extensions: The Case of Motion Pictures, Journal of Marketing, Vol. 73, November, pp. 167-183 [Download] Buckler, Frank and Thorsten Hennig-Thurau (2008): Identifying Hidden Structures in Marketing’s Structural Models Through Universal Structure Modeling: An Explorative Bayesian Neural Network Complement to LISREL and PLS, Marketing -- Journal of Research and Management, Vol. 4 (2), pp. 47-66. [Download] Hennig-Thurau, Thorsten and Michael Paul (2007): Can Economic Bonus Programs Jeopardize Service Relationships?, in: Service Business. An International Journal, Vol. 1, pp. 159-175. [Download] Hennig-Thurau, Thorsten, Mark B. Houston, and Gianfranco Walsh (2007): Determinants of Motion Picture Box Office and Profitability: An Interrelationship Approach, in: Review of Managerial Science, Vol. 1 (1), pp. 65-92. [Download] Hennig-Thurau, Thorsten, Victor Henning, Henrik Sattler, Felix Eggers, and Mark B. Houston (2007): The Last Picture Show? Timing and Order of Movie Distribution Channels, in: Journal of Marketing, Vol. 71 (October), pp. 63-83. [Download] Hennig-Thurau, Thorsten, Victor Henning, and Henrik Sattler (2007): Consumer File Sharing of Motion Pictures, in: Journal of Marketing, Vol. 71 (October), pp. 1-18. [Lead Article in issue] [Download] Walsh, Gianfranco, Thorsten Hennig-Thurau, and Vincent-Wayne Mitchell (2007): Consumer Confusion Proneness: Scale Development, Validation, and Application, in: Journal of Marketing Management, Vol. 23 (7-8), pp. 697-721. [Download] Markus Groth, Thorsten Hennig-Thurau, and Gianfranco Walsh (2006): Examining Customer-related Outcomes and Antecedents of Service Employees’ Emotional Labor Strategies for Interactive and Individualized Services, in: Research on Emotions in Organizations, Vol. 2, pp. 219-236. [Download] Hennig-Thurau, Thorsten, Markus Groth, Michael Paul, and Dwayne D. Gremler (2006): Are All Smiles Created Equal? How Employee-Customer Emotional Contagion and Emotional Labor Affect Service Relationships, in: Journal of Marketing, Vol. 70 (June), pp. 58-73. [Download] Hennig-Thurau, Thorsten, Mark B. Houston, and Gianfranco Walsh (2006): The Differing Roles of Success Drivers Across Sequential Channels, in: Journal of the Academy of Marketing Science, Vol. 34 (4), pp. 559-575 [Download] Hennig-Thurau, Thorsten, Mark B. Houston, and Shrihari Sridhar (2006): Can Good Marketing Carry a Bad Product? Evidence from the Motion Picture Industry, in: Marketing Letters, Vol. 17, pp. 205-219. [Download] Hennig-Thurau, Thorsten, Kevin P. Gwinner, Dwayne D. Gremler, and Michael Paul (2005): Managing Service Relationships in a Global Economy: Exploring the Impact of National Culture on the Relevance of Customer Relational Benefits for Gaining Loyal Customers, in: Advances in International Marketing, Vol. 15, Special Issue on State of the Art in Research on International Services Marketing, pp. 15-31. [Download] Hennig-Thurau, Thorsten (2004): Customer Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment and Retention, in: International Journal of Service Industry Management, Vol. 16 (No. 5), pp. 460-478. [Download] Hennig-Thurau, Thorsten and Gianfranco Walsh (2004): Electronic Word-of-Mouth: Consequences of and Motives for Reading Customer Articulations on the Internet, in: International Journal of Electronic Commerce, Vol. 8 (No. 2/Winter), pp. 51-74. Click here to download a PDF version of the article. [Download] Hennig-Thurau, Thorsten, Gianfranco J. Walsh, and Matthias Bode (2004): Exporting Media Products: Understanding the Success and Failure of Hollywood Movies in Germany, in: Advances in Consumer Research, Vol. 31, Ann Arbor: Association for Consumer Research, pp. 199-205. [Download] Hennig-Thurau, Thorsten, Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler (2004): Electronic Word-of-Mouth via Consumer-Opinon Platforms: What Motivates Consumers to Articulate Themselves on the Internet?, in: Journal of Interactive Marketing, Vol. 18 (Winter), pp. 38-52. [Download] Hennig-Thurau, Thorsten and Claudia Thurau (2003): Customer Orientation of Service Employees – Toward a Conceptual Framework of a Key Relationship Marketing Construct, in: Journal of Relationship Marketing, Vol. 2, No. 1/2, pp. 23-41. [Download] Walsh, Gianfranco, Thorsten Hennig-Thurau, Vincent-Wayne Mitchell, and Klaus-Peter Wiedmann (2002): Segmenting Markets Using Consumers’ Decision Making Style, in: Journal of Targeting, Measurement and Analysis in Marketing, Vol. 10, pp. 117-131. Click here to download a PDF version of the article. [Download] Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002): Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality, in: Journal of Service Research, Vol. 5 (February), pp. 230-247. This paper has been awarded with the 2002 JSR Excellence in Service Research Award. [Download] Hennig-Thurau, Thorsten, Gianfranco Walsh, and Oliver Wruck (2001): An Investigation into the Factors Determining the Success of Service Innovations - The Case of Motion Pictures, in: Academy of Marketing Science Review, 01 (06), [available: http://www.amsreview.org/amsrev/theory/hennig06-01.html or an easy-to-print copy is available at http://www.amsreview.org/amsrev/theory/documents/hennig06-01.pdf]. [Download] Hennig-Thurau, Thorsten (2001): A Relationship Marketing Perspective of Complaint Satisfaction in Services Settings: Empirical Findings, in: Enhancing Knowledge Development in Marketing: Annual AMA Summer Marketing Educators’ Conference Proceedings, Vol. 12, pp. 206-213. [Download] Hennig-Thurau, Thorsten, Markus Langer, and Ursula Hansen (2001): Modeling and Managing Student Loyalty: An Approach Based on Relationship Quality, in: Journal of Service Research, Vol. 4, May, pp. 331-344. Click here to download a PDF version of the article. [Download] Walsh, Gianfranco, Vincent-Wayne Mitchell, and Thorsten Hennig-Thurau (2001): German Consumer Decision-Making Styles, in: Journal of Consumer Affairs, Vol. 35, No. 1, pp. 73-95. Click here to download a PDF version of the article. [Download] Hennig-Thurau, Thorsten (2000): Relationship Quality and Customer Retention Through Strategic Communication of Customer Skills, in: Journal of Marketing Management, Vol. 16, No. 1-3 (Jan-April), pp. 55-80. [Download] Hennig-Thurau, Thorsten and Alexander Klee (1997): The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development, in: Psychology & Marketing, Vol. 14 (No. 8/December), pp. 737-765. Click here to download a PDF version of the article. [Download] Journal Articles (refereed) – German-language Journals (14) Hennig-Thurau, Thorsten and Dominik Dallwitz-Wegner (2004): Zum Einfluss von Filmstars auf den Erfolg von Spielfilmen [On the Impact of Stars on Motion-Picture Success], in: MedienWirtschaft - Zeitschrift für Medienmanagement und Kommunikationsökonomie, 1 (4), 157-170. [Download] Hennig-Thurau, Thorsten, Gianfranco Walsh, und Ulf Schrader (2004): VHB-JOURQUAL: Ein Ranking von betriebswirtschaftlich-relevanten Zeitschriften auf der Grundlage von Expertenurteilen [VHB-JOURQUAL: A Survey-based Ranking of Business-administration Journals], in: Zeitschrift für betriebswirtschaftliche Forschung, 56 (September), 520-545. [Download] Hennig-Thurau, Thorsten (2004): Spielfilme als Anlageobjekte: Die Höhe des Filmbudgets als Grundlage der Investitionsentscheidung [Investing in Motion Pictures: Determining the Optimal Movie Budget], in: Zeitschrift für betriebswirtschaftliche Forschung, 56. Jg., März, S. 171-188. [Download] Walsh, Gianfranco and Thorsten Hennig-Thurau (2002): Wenn Konsumenten verwirrt sind – Empirische Analyse der Wirkungen eines vernachlässigten Konstruktes [When Consumers are Confused – An Empirical Test of the Consequences of a Neglected Concept], in: Marketing ZFP, Vol. 24 No. 2 [Download] Walsh, Gianfranco and Thorsten Hennig-Thurau (2001): Der Kaufentscheidungsstil von Konsumenten als Grundlage der Marktsegmentierung [The Decision Making Style of Consumers as a Market Segmentation Tool], in: Marketing ZFP, Vol. 23, No. 4, pp. 223-235. [Download] Hennig-Thurau, Thorsten and Ursula Hansen (2001): Kundenartikulationen im Internet – Virtuelle Meinungsplattformen als Herausforderung für das Marketing [Customers’ Articulations on the Internet – A Challenge for Marketing], in: Die Betriebswirtschaft, Vol. 60, No. 5, pp. 560-580. [Download] Hennig-Thurau, Thorsten (2001): Die Bedeutung von transaktionalen und relationalen Leistungsmerkmalen für den Beziehungserfolg: Theoretische und empirische Analyse für verschiedene Dienstleistungstypen [The Importance of Transaction-related and Relationship-related Attributes for Relationship Success: Theoretical and Empirical Analysis for Different Services Types], in: Die Unternehmung, Vol. 55, No. 2, pp. 127-146. [Download] Hennig-Thurau, Thorsten, Ursula Hansen und Daniel Bornemann (2001): Zur Akzeptanz sozial-ökologischer Geldanlagen bei privaten Investoren [On the Consumer Acceptance of Social and Ecological Investments], in: Zeitschrift für angewandte Umweltforschung, 14 (1-4), 198-216. [Download] Hennig-Thurau, Thorsten and Oliver Wruck (2000): Warum wir ins Kino gehen: Erfolgsfaktoren von Kinofilmen [Why We Go to the Movies], in: Marketing ZFP, Vol. 22, No. 3, pp. 241-258. [Download] Hansen, Ursula, Thorsten Hennig-Thurau, and Markus F. Langer (2000): Qualitätsmanagement von Hochschulen: FACULTY-Q als Erweiterung von TEACH-Q [Quality Management of Higher Educational Institutions: Faculty-Q as an Extention of Tech-Q], in: Die Betriebswirtschaft, Vol. 59, No. 1, pp. 23-38. [Download] Hennig-Thurau, Thorsten and Claudia Thurau (1999): Sozialkompetenz als vernachlässigter Untersuchungsgegenstand des (Dienstleistungs-) Marketing: Einsatzmöglichkeiten und Konzeptualisierung [Social Skills as a Relevant, but Neglected Variable in Services Marketing], in: Marketing ZFP, Vol. 21, No. 4, pp. 297-311. [Download] Hennig-Thurau, Thorsten, Alexander Klee, and Markus F. Langer (1999): Das Relationship Quality-Modell zur Erklärung von Kundenbindung: Einordnung und empirische Überprüfung [An Empirical Test of the Relationship-Quality Model], in: Zeitschrift für Betriebswirtschaft, Vol. 69, special issue on “Innovation and Marketing” 2/99, pp. 111-132. [Download] Hennig-Thurau, Thorsten (1999): Steigert die Vermittlung von Konsum-Kompetenz den Erfolg des Beziehungsmarketing? Das Beispiel Consumer Electronics [Does Teaching of Customer Skills Improve Relationship Marketing Success?], in: Die Unternehmung, Vol. 53, No. 1, pp. 21-38. [Download] Hansen, Ursula, Thorsten Hennig-Thurau, and Holger Wochnowski (1997): TEACH-Q: Ein valides und handhabbares Instrument zur Bewertung von Vorlesungsleistungen [Teach-Q: A Valid and Applicable Instrument for Evaluating Educational Services], in: Die Betriebswirtschaft, Vol. 57, No. 3, pp. 376-396. [Download] Other Refereed Publications (25) Wiertz, Caroline, Thorsten Hennig-Thurau, Björn Bohnenkamp, and Michael Paul (2009): Demystifying YouTube: An Analysis of the Drivers of User-Generated Online Video Consumption, in: informs Marketing Science Conference, Vol. 31, Ann Arbor: informs, p. 81. Paul, Michael, Thorsten Hennig-Thurau, and Georg Puchner (2009): Modeling the Chain of Effects of Relationship Marketing Instruments on Customer Perceptions and Behaviours, in: QUIS 11: Moving Forward with Service Quality, Bernd Stauss, Stephen W. Brown, Bo Edvardsson, and Robert Johnson, eds., Catholic University Eichstaett-Ingolstadt, p. 504. Walsh, Gianfranco, Thorsten Hennig-Thurau, and Kai Sassenberg (2009): Does Relationship Quality Matter in E-Services? A Comparative Study of Online and Offline Service Firms, in: QUIS 11: Moving Forward with Service Quality, Bernd Stauss, Stephen W. Brown, Bo Edvardsson, and Robert Johnson, eds., Catholic University Eichstaett-Ingolstadt, p. 709. Houston, Mark B., Thorsten Hennig-Thurau, Martin Spann, and Bernd Skiera (2008): The Theory of Reasoned Action: Does It Lack Emotion?, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2008 AMA Summer Educators’ Conference, Vol. 19, Chicago: American Marketing Association, pp. 78-79. Hennig-Thurau, Thorsten, Mark B. Houston, and Torsten Heitjans (2008): Conceptualizing and Measuring the Monetary Value of Brand Extensions: The Case of Motion Pictures, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2008 AMA Summer Educators’ Conference, Vol. 19, Chicago: American Marketing Association, p. 430. Paul, Michael, Thorsten Hennig-Thurau, and Thomas Rudolph (2008): Using Customer Equity to Determine Optimal Multichannel Strategies, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2008 AMA Summer Educators’ Conference, Vol. 19, Chicago: American Marketing Association, pp. 443-444. Hennig-Thurau, Thorsten and Michael Paul (2007): Standardizing the Human Component of Services: The Impact of Service Rules on Customer-Perceived Service Quality and Trust, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2007 AMA Summer Educators’ Conference, Vol. 18, Chicago: American Marketing Association, pp. 20-21. Paul, Michael, Thorsten Hennig-Thurau, Dwayne Gremler and Kevin Gwinner (2006): Toward a Means-End Theory of Service Relationships, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2006 AMA Summer Educators’ Conference, Vol. 17, Chicago: American Marketing Association, pp. 39-40. [Download] Hennig-Thurau, Thorsten, Victor Henning, Henrik Sattler, Felix Eggers, and Mark B. Houston (2006): Optimizing the Sequential Distribution Model for Motion Pictures, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2006 AMA Summer Educators’ Conference, Vol. 17, Chicago: American Marketing Association, pp. 127-128. [Download] Hennig-Thurau, Thorsten, Gianfranco Walsh, and Matthias Bode (2006): Enhancing Cultural Positioning: Understanding the Success and Failure of Hollywood Movies in Germany, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2006 AMA Summer Educators’ Conference, Vol. 17, Chicago: American Marketing Association, pp. 252-253. [Download] Hennig-Thurau, Thorsten, Markus Groth, Michael Paul, and Dwayne D. Gremler (2005): Not all Smiles are Created Equal: How Employee-Customer Emotional Contagion Impacts Service Relationships, in: Developments in Marketing Science: Proceedings of the 2005 Annual Conference of the Academy of Marketing Science, Coral Gables: Academy of Marketing Science. Henning, Victor and Thorsten Hennig-Thurau (2005): Consumer File Sharing of Motion Pictures: Consequences and Antecedents, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2005 AMA Summer Educators` Conference, Vol. 16, Chicago: American Marketing Association, pp. 361-362. Hennig-Thurau, Thorsten, Daniel Bornemann, and Gianfranco Walsh (2004): Is there Anything Different about Relationships in Cyberspace?, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2004 AMA Summer Educators’ Conference, Vol. 15, Chicago: American Marketing Association. Hennig-Thurau, Thorsten, Markus Groth, and Gianfranco Walsh (2004): Examining Customer Related Outcomes and Antecedents of Service Employees\' Emotional Labor Strategies for Interactive and Individualized Services, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2004 AMA Summer Educators’ Conference, Vol. 15, Chicago: American Marketing Association. Hennig-Thurau, Thorsten and Mark B. Houston (2004): The Good, the Bad, and the Studio-Manufactured Buzz: Can Good Marketing Carry A Bad Motion Picture, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2004 AMA Summer Educators` Conference, Vol. 15, Chicago: American Marketing Association. Hennig-Thurau, Thorsten, Mark B. Houston, and Gianfranco Walsh (2003): Unveiling the Mysteries of Motion Picture Success: An Interrelationship Approach of the Determinants of Motion Picture Box Office, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2003 AMA Summer Educators’ Conference, Vol. 14, Chicago: American Marketing Association, pp. 270-271. Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2003): Managing Service Relationships in a Global Economy: Refining and Extending the Concept of Customer Relational Benefits, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2003 AMA Summer Educators’ Conference, Vol. 14, Chicago: American Marketing Association, pp. 152-153. Hennig-Thurau, Thorsten and Gianfranco Walsh (2002): Conceptualizing Consumer Confusion, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2002 AMA Summer Educators’ Conference, Vol. 13, Chicago: American Marketing Association, pp. 172-173. Hennig-Thurau, Thorsten, Gianfranco Walsh, Klaus-Peter Wiedmann, and Mark B. Houston (2002): Going to the Movies - or Renting Them, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2002 AMA Summer Educators’ Conference, Vol. 13, Chicago: American Marketing Association, pp. 322-323. Hennig-Thurau, Thorsten, Ursula Hansen, Vanessa Eifler and Daniel Bornemann (2002): Vertrauen in Kundenartikulationen auf virtuellen Meinungsplattformen [Trust in Customer Articulations on Virtual Opinion Platforms], in: Bruhn, M.; Stauss, B. (Eds.): Dienstleistungsmanagement Jahrbuch 2002 – Electronic Services, Vol. 3, Wiesbaden: Gabler, pp. 461-487. [Download] Wiedmann, Klaus-Peter, Gianfranco Walsh, Thorsten Hennig-Thurau and Vincent-Wayne Mitchell (2001): Consumers’ Decision Making Style as a Basis for Market Segmentation, in: Enhancing Knowledge Development in Marketing: Annual AMA Summer Marketing Educators’ Conference Proceedings, Vol. 12, pp. 128-129. This paper received the Best Paper Award of the Global Marketing Track of the 2001 AMA Summer Educators' Conference. Here's a photo of the authors! Thurau, Claudia and Thorsten Hennig-Thurau (2001): Customer Orientation of Service Employees – A Conceptual Framework, in: Enhancing Knowledge Development in Marketing: Annual AMA Summer Marketing Educators’ Conference Proceedings, Vol. 12 pp. 22-23. Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2000): The Rationales of Service Relationships: Integrating Company-oriented and Customer-oriented Relational Benefits, in: Marketing Theory and Applications: Annual AMA Summer Marketing Educators’ Conference Proceedings, Vol. 11, pp. 201-202. Hennig-Thurau, Thorsten (2000): Die Qualität von Geschäftsbeziehungen auf Dienstleistungsmärkten: Konzeptualisierung, empirische Messung, Gestaltungshinweise [The Quality of Relationships with Customers in Service Markets: Conceptualization, Empirical Measurement, Management Implications], in: Bruhn, M.; Stauss, B. (Eds.): Dienstleistungsmanagement Jahrbuch 2000 - Kundenbeziehungen im Dienstleistungsbereich, Wiesbaden: Gabler, pp. 132-158. [Download] Hansen, Ursula and Thorsten Hennig-Thurau (1999): National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective, in: Kunst, P.; Lemmink; Stauss, B. (Eds.), Service Quality and Management; Gabler: Wiesbaden, pp. 25-53. [Download] Other Journal Articles (editoral review) (9) Hennig-Thurau, Thorsten (2005): “Word-of-Mouse”: Why Consumers Listen To Each Other On The Internet, in: Yearbook of Marketing and Consumer Research, Vol. 3, No. 3, pp. 37-58. Hennig-Thurau, Thorsten (2004): Editorial: Relationship Marketing and the Internet, International Journal of Internet Marketing and Advertising, Special Issue on Relationship Marketing on the Internet, Vol. 1, No. 4, pp. 329-330. [Download] Hennig-Thurau, Thorsten (2004): "Word-of-Mouse": Warum Kunden anderen Kunden im Internet zuhören [Word-of-Mouse: Why Some Customers Listen to other Customers on the Internet, in: Jahrbuch der Absatz- und Verbrauchsforschung, Vol. 50 (forthcoming) Hennig-Thurau, Thorsten and Dominik Dallwitz-Wegner (2002): Online-Befragungen – ein neues Instrument für die Marktforschung [Online Market Research – Comparing Strength and Weaknesses], in: Wirtschaftswissenschaftliches Studium, Vol. 31, Heft 6, S. 309-314. Hennig-Thurau, Thorsten (2001): Kundenseitiger Beziehungsnutzen: Relevanz für das Beziehungsmarketing von Dienstleistungsunternehmen [Customer Relational Benefits: Their Relevance for Service Firms’ Relationship Marketing], in: Jahrbuch der Absatz- und Verbrauchsforschung, Vol. 47, No. 3, S. 232-250. Hennig-Thurau, Thorsten (1999): Beschwerdezufriedenheit: Empirische Analyse der Wirkungen und Determinanten einer Schlüsselgröße des Beziehungsmarketing [Analyzing the Determinants and Consequences of Complainant\'s Satisfaction], in: Jahrbuch der Absatz- und Verbrauchsforschung, Vol. 45, No. 2, pp. 214-240. Hennig-Thurau, Thorsten and Ursula Hansen (1998): Evaluation der Lehre mit TEACH-Q: Ein dialogischer Ansatz zur Überbrückung des Perspektivenproblems [Evaluating Teaching Services with the Teach-Q Scale], in: Wirtschaftswissenschaftliches Studium, Vol. 27, Mai, pp. 267-271. Hansen, Ursula and Thorsten Hennig (1996): Wie kompetent sind Ihre Kunden? [How Skillful are your Customers?], in: absatzwirtschaft, Vol. 39, special issue on “Relationship Marketing”, Oktober 1996, pp. 160-166. Hennig, Thorsten (1996): Beziehungsqualität: Kundenzufriedenheit und mehr im Zentrum des Beziehungsmarketing [Relationship Quality: Customer Satisfaction is a Necessary but no Sufficient Variable for Gaining Relationship Marketing Success], in: Marktforschung & Management, Vol. 40, Special issue on “Customer Orientation”, No. 4/96, pp. 142-148. Invited Book Chapters (23) Paul, Michael und Thorsten Hennig-Thurau (2010): Determinanten der Kundenbindung, in: Manfred Bruhn und Christian Homburg, Handbuch Kundenbindungsmanagement, Strategien und Instrumente für ein erfolgreiches CRM, 7. Auflage, Wiesbaden: Gabler. [Download] Hennig-Thurau, Thorsten (2009): Die deutsche Filmindustrie im 21. Jahrhundert: Ökonomische Betrachtungen aus wissenschaftlicher Sicht, in: Thorsten Hennig-Thurau und Victor Henning (Hrsg.), Guru Talk: Die deutsche Filmindustrie im 21. Jahrhundert, Marburg: Schüren, S. 12-22. Hennig-Thurau, Thorsten and Michael Paul (2007): Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges, in: Gouthier, Matthias H. J., Christian Coenen, Henning S. Schulze und Christoph Wegmann (Hrsg.), Service Excellence als Impulsgeber. Strategien - Management - Innovationen - Branchen, Wiesbaden: Gabler, S. 363-382. Bornemann, Daniel, Thorsten Hennig-Thurau und Ursula Hansen (2006): Das Konstrukt der Beziehungsqualität im Zeitalter des Internets – Ein Vergleich von Internethandel und stationärem Einzelhandel [Relationship Quality in the Age of Cyberspace] , in: Bauer, Hans H. (ed.): Handbuch Konsumentenvertrauen, Wiesbaden: Gabler (forthcoming). Hennig-Thurau, Thorsten (2006): Tom Hanks inside – Filmstars als Marken! Zum Einfluss von Filmstars auf den ökonomischen Erfolg von Spielfilmen, in: Höhne, Steffen und Ralph Philipp Ziegler (Hrsg.): Kulturbranding? Konzepte und Perspektiven der Markenbildung im Kulturbereich, Leipzig: Leipziger Universitätsverlag, pp. 159-181. Hennig-Thurau, Thorsten und Victor Henning (2005): Zum Zusammenhang von Qualität, Marketing und Markterfolg bei Spielfilmen [The Relationship Between Quality, Marketing and Success in the Case of Motion Pictures], in: Bliemel, Friedhelm W., Eggert, Andreas, Fassott, Georg, and Jörg Henseler (eds.): Handbuch PLS-Pfadmodellierung, Wiesbaden: Gabler, pp. 211-223. Bruhn, Manfred und Thorsten Hennig-Thurau (2004): Markenpolitik und Relationship Marketing [Branding and Relationship Marketing], in: Bruhn, Manfred (Hrsg.): Handbuch Markenpolitik, 2. Aufl., Wiesbaden: Gabler (forthcoming). Hennig-Thurau, Thorsten (2004): Der Planungs- und Entwicklungsprozess neuer Markenartikel [Planning and Developing New Brands], in: Bruhn, Manfred (Hrsg.): Handbuch Markenpolitik, 2. Aufl., Wiesbaden: Gabler (forthcoming). Hennig-Thurau, Thorsten (2004): There’s No Business Like Movie Business: Überlegungen zu den Erfolgsfaktoren von Spielfilmen [The Success Drivers of Motion-Picture Success], in: Wirtz, Bernd (Hrsg.): Handbuch Medienmanagement, Wiesbaden: Gabler (forthcoming). Hennig-Thurau, Thorsten und Torsten Heitjans (2004): Marken und Spielfilme [Branding Motion Pictures], in: Baumgarth, Carsten (Hrsg.): Erfolgreiche Markenpolitik für Medien, Wiesbaden: Gabler, pp. 63-86. Hennig-Thurau, Thorsten and Daniel Bornemann (2002): Return on Relationship Quality, oder: Lohnen sich Investitionen in die Qualität von Geschäftsbeziehungen? [Calculating the Return on Relationship Quality], in: Rapp, Reinhold und Adrian Payne (eds.): Handbuch Relationship Marketing, 2nd ed., München: Vahlen, S. 111-147. Hennig-Thurau, Thorsten (2002): Zum Beziehungserfolg bei Dienstleistungen: Die Bedeutung transaktionaler und relationaler Leistungsmerkmale, in: Hinterhuber, Hans H. und Heinz K. Stahl: Erfolg durch Dienen? Beiträge zur wertsteigernden Führung von Dienstleistungsunternehmen, Renningen und Wien: Expert und Linde Verlag, S. 63-90. Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2000): Why Customers Build Relationships with Companies - and Why not, in: Hennig-Thurau, Thorsten and Ursula Hansen (Eds.): Relationship Marketing: Competitive Advantage Through Customer Satisfaction and Customer Retention, Berlin, New York: Springer, pp. 369-391. A PDF version of the article can be downloaded here. [Download] Hennig-Thurau, Thorsten (2000): Relationship Marketing Success Through Investments in Customers, in: Hennig-Thurau, Thorsten and Ursula Hansen (Eds.): Relationship Marketing: Competitive Advantage Through Customer Satisfaction and Customer Retention, Berlin, New York: Springer, pp. 127-146. Hennig-Thurau, Thorsten and Ursula Hansen (2000): Relationship Marketing - Some Reflections on the State-of-the-Art of the Relational Concept, in: Hennig-Thurau, Thorsten and Ursula Hansen (Eds.): Relationship Marketing: Competitive Advantage Through Customer Satisfaction and Customer Retention, Berlin, New York: Springer, pp. 3-27. [Download] Hennig-Thurau, Thorsten (1999): Die Klassifikation von Geschäftsbeziehungen mittels Kundenportfolios [Using Customer Portfolios for Classifying Relationships with Customers], in: Payne, A.; Rapp, R. (Eds.): Handbuch Relationship Marketing, Munich: Vahlen, pp. 91-110. Hennig-Thurau, Thorsten (1999): Bessere Lehre durch Organisationales Lernen [Improving Teaching Quality Through Organizational Learning], in: Stauss, B.; Balderjahn, I.; Wimmer, F. (Eds.): Dienstleistungsorientierung in der universitären Ausbildung: Mehr Qualität im Betriebswirtschaftlichen Studium, Stuttgart: Schäffer-Poeschel, pp. 501-539. Hansen, Ursula and Thorsten Hennig-Thurau (1998): National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective, in: Proceedings of the EIASM Workshop Quality Management in Services VIII, Ingolstadt 1998, pp. 649-673 Hansen, Ursula, Michael Korpiun, and Thorsten Hennig-Thurau (1998): Nationale Kundenzufriedenheitsindizes als Informationsgrundlage des Dienstleistungsmanagement - Eine kritische Bestandsaufnahme [An Evaluation of National Customer Satisfaction Indices], in: Bruhn, M.; Meffert, H. (Eds.): Dienstleistungsmanagement - Grundlagen, Konzepte, Erfahrungen, Wiesbaden: Gabler, pp. 307-342. Hennig, Thorsten (1997): Hypothesen zum sozial-ökologischen Unternehmensverhalten in der Nahrungs- und Genußmittelindustrie [Hypotheses on the Social-Ecological Behavior of German Companies in the Food Industry], in: imug (Ed.) (1997): Unternehmenstest - Neue Herausforderungen für das Management der sozialen und ökologischen Verantwortung, Munich: Vahlen, pp. 203-213. Hennig, Thorsten (1997): Die Messung der sozial-ökologischen Qualität von Unternehmen [The Measuement of the Social and Ecological Quality of Companies], in: imug (Ed.) (1997): Unternehmenstest - Neue Herausforderungen für das Management der sozialen und ökologischen Verantwortung, Munich: Vahlen, pp. 132-143. Hansen, Ursula and Thorsten Hennig (1995): Konsum-Kompetenz als Zielgröße eines beziehungsorientierten Konsumgütermarketing - Explorative Befunde [Customer Skills as Target Variable of Relationship Marketing in the Consumer Goods Sector - Exploratory Findings], in: Diller, H. (Ed.): Beziehungsmanagement, Nuremberg, pp. 69-96. Hansen, Ursula, and Thorsten Hennig (1995): Der Co-Produzenten-Ansatz im Konsumgütermarketing. Darstellung und Implikationen einer Neuformulierung der Konsumentenrolle [The Customer-as-Coproducer Approach of Consumer Goods Marketing - A Revision of the Traditional Role of the Customer], in: Hansen, U. (Ed.): Verbraucher- und ökologieorientiertes Marketing - Spurensuche einer dialogischen Marketingethik, Wiesbaden: Schäffer-Poeschel, pp. 309-332 Publications in Encyclopediae (13) Hansen, Ursula and Thorsten Hennig-Thurau (2001): Entry „Co-Produzenten-Ansatz, Prosumer“ [Customer as Co-Producer], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 237-238. Hansen, Ursula and Thorsten Hennig-Thurau (2001): Entry „Beschwerdemanagement“ [Complaint Management], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 145-148. Hennig-Thurau, Thorsten (2001): Entry „Critical Incident-Technik“ [Critical Incident Technique], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 246. Hennig-Thurau, Thorsten and Ursula Hansen (2001): Entry „Kundenzufriedenheit“ [Customer Satisfaction], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 878-882. Hennig-Thurau, Thorsten (2001): Entry „Kundenbarometer, nationale“ [National Customer Satisfaction Indices], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 846-847. Hennig-Thurau, Thorsten (2001): Entry „Beschwerdezufriedenheit“ [Complainants’ Satisfaction], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 148-149. Hennig-Thurau, Thorsten (2001): Entry „Kundenzufriedenheitsmessung“ [Measuring Customer Satisfaction], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 882-883. Hennig-Thurau, Thorsten (2001): Entry „Service Profit Chain“, in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 1538-1539. Hennig-Thurau, Thorsten (2001): Entry „Sozialkompetenz“ [Social Skills], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 1578-1579. Hennig-Thurau, Thorsten (2001): Entry „Gerechtigkeitstheorie (equity theory, justice theory)“ [Equity Theory], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, p. 529. Hennig-Thurau, Thorsten (2001): Entry „Beziehungsqualität“ [Relationship Quality], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 172-174. Hennig-Thurau, Thorsten (2001): Entry „Hochschulmarketing“ [Marketing for Higher Education Institutions], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 610-612. Schrader, Ulf and Thorsten Hennig-Thurau (2001): Entry „Umweltorientiertes Konsumentenverhalten“ [Ecological Consumer Behavior], in: Schulz, Werner F. and others (Eds.): Lexikon Nachhaltiges Wirtschaften, Munich: Oldenbourg, pp. 179-186. Other Research Publications (13) Hennig-Thurau, Thorsten, Gianfranco Walsh, und Ulf Schrader (2003): VHB-JOURQUAL: Ein Ranking von betriebswirtschaftlich-relevanten Zeitschriften auf der Grundlage von Expertenurteilen [A Ranking of Business Administration Journals Based on a Large Expert Sample], Working Paper No. 1, Professur für Marketing und Medien, Bauhaus-Universität Weimar, 34 pages. Hennig-Thurau, Thorsten und Dominik Dallwitz-Wegner (2003): Zum Einfluss von Filmstars auf den ökonomischen Erfolg von Spielfilmen [The Impact of Movie Stars on Motion-Picture Success], Working Paper No. 2, Professur für Marketing und Medien, Bauhaus-Universität Weimar, 28 pages. Hennig-Thurau, Thorsten, Mark B. Houston, and Gianfranco J. Walsh (2003): The Differing Role of Success Drivers Across Sequential Channels, working paper No. 3, Chair of Marketing and Media Research, Bauhaus-University of Weimar, 57 pages. Hennig-Thurau, Thorsten, Mark B. Houston, and Gianfranco J. Walsh (2003): Determinants of Motion Picture Box Office and Profitability: An Interrelationship Approach , Working Paper No. 4, Chair of Marketing and Media Research, Bauhaus-University of Weimar, 41 pages. Langer, Markus F., Frank Ziegele und Thorsten Hennig-Thurau (2001): Hochschulbindung - Entwicklung eines theoretischen Modells, empirische Überprüfung und Ableitung von Handlungsempfehlungen für die Hochschulpraxis [A Relationship Marketing Concept for Higher Education Institutions], working paper No. 48, Department of Marketing, University of Hanover, 89 pages.The paper can be downloaded here. Hennig-Thurau, Thorsten and Daniel Bornemann (2001): Lohnen sich Investitionen in die Qualität von Geschäftsbeziehungen? Ein Modell der ökonomischen Attraktivität des Relationship Marketing [Do Investments in Relationships with Customers Pay? A Model Development], working paper No. 47, Department of Marketing, University of Hanover, 33 pages. The paper can be downloaded here. Hennig-Thurau, Thorsten (1998): Beschwerdemanagement: State-of-the-Art der Beschwerdezufriedenheitsforschung [Complaint Management: State-of-the-Art of Complaint Satisfaction Research], working paper No. 43 Department of Marketing, University of Hanover, 44 pages. Hennig-Thurau, Thorsten (1998): Re-thinking the Customer\'s Role: Active Co-producer, not Passive User, in: SOCAP Newsletter, Winter 1998, pp. 2-3 Klee, Alexander and Thorsten Hennig (1997): Die Anfertigung wissenschaftlicher Arbeiten im Fach Marketing - Empfehlungen und formale Vorgaben für Studierende des Faches Marketing an der Universität Hannover [Writing Academic Essays and Dissertations in Marketing - Recommendations and Formal Requirements for Students of Hanover University], Hanover, 46 pages. Korpiun, Michael, Thorsten Hennig, and Kathrin Hillebrandt (1997): Kundenorientierung durch Zertifizierung: Eine Chance für die Hotellerie und Gastronomie? [Customer Orientation by Certification: A Promising Tool for Hotel and Restaurant Services?], in: Allgemeine Hotel- und Gaststättenzeitung, Vol. 97, No. 8, pp. 24-25. Klee, Alexander and Thorsten Hennig (1996): Customer Satisfaction and Relationship Quality as Key Variables in Relationship Marketing - Developing a Behavioral Model of the Customer Retention Process, working paper, Department of Marketing, University of Hanover, Hanover, 35 pages. Hansen, Ursula and Thorsten Hennig (1995): Zufriedenheit als Marketingziel [Customer Satisfaction as a Marketing Objective], in: Markant HandelsMagazin, Vol. 40, No. 9, pp. 54-57. Hennig, Thorsten (1995): Kundenkontakt-Management - Theoretische Einordnung und Qualitätsmessung am Beispiel der Nahrungs- und Genußmittelindustrie [Management of Service Contact With Customers - Theoretical Foundation and Quality Measurement for the Food Industry], working paper 5/1995 of the imug Institute, Hanover, 60 pages. Dipl.-Kfm. Björn Bohnenkamp: Monographs (authored and edited) (2) Björn Bohnenkamp, Till Manning, Eva-Maria Silies (2009): Generation als Erzählung. Neue Perspektiven auf ein kulturelles DeutungsmusterWallstein Verlag Claudia Liebrand, Irmela Schneider, Björn Bohnenkamp, Laura Frahm (Eds.) (2006): Einführung in die MedienkulturwissenschaftMünster: LIT Verlag [Download] Invited Book Chapters (9) Björn Bohnenkamp, Till Manning, Eva-Maria Silies (2009): Argument, Mythos, Auftrag und Konstrukt. Generationelle Erzählungen in interdisziplinärer Perspektive, in: Generation als Erzählung. Neue Perspektiven auf ein kulturelles Deutungsmuster, Björn Bohnenkamp, Till Manning & Eva-Maria Silies (eds.) Göttingen: Wallstein 2009, S. 9-29. Björn Bohnenkamp (2009): Vom Zählen und Erzählen. Generationen als Effekt von Kulturtechniken, in: Generation als Erzählung. Neue Perspektiven auf ein kulturelles Deutungsmuster, Björn Bohnenkamp, Till Manning & Eva-Maria Silies (eds.) Göttingen: Wallstein 2009, S. 72-88. Björn Bohnenkamp (2006): Generational Studies und ihre filmwissenschaftlichen Perspektiven. Eine Lektüre von Douglas Sirks Imitation of Life, in: Hißnauer /Jahn-Sudmann, medien – zeit – zeichen, Marburg, S. 226–232. [Download] Björn Bohnenkamp (2005): Telefone, Mobile Telefon, Handys. Beobachtungen eines Medienumbruchs in Filmen, in: Eder, Jens [eds.]: Mediale Spielräume: Erfundene Welten, gestaltete Bilder. Marburg: Schüren. [Download] Björn Bohnenkamp (2005): „Der Club, das Zuhause, die Community. Zuschauer-Adressierung durch Schrift-Bild-Differenzen im deutschen Privatfernsehen“, in: Voßkamp, Wilhelm/Weingart, Brigitte [eds.]: Sichtbares und Sagbares. Aushandlungen einer Differenz. Köln: DuMont. Björn Bohnenkamp (2005): Epidemisches Erzählen. Lars von Triers EPIDEMIC als Reflexion filmischen Erzählens, in: Ahrens, Mariella/Kallwies, Nicole [eds.]: Mediale Ansichten. Marburg: Schüren. [Download] Björn Bohnenkamp/Irmela Schneider (2005): Medienkulturwissenschaftin: Liebrand, Claudia et. al. [eds.]: Einführung in die Medienkulturwissenschaft, 2nd Ed., Münster: LIT Verlag, S. 35-48. [Download] Björn Bohnenkamp/Peter-Michael Spangenberg (2005): Einführung Mediengeschichten, in: Liebrand, Claudia et. al. [eds.] Einführung in die Medienkulturwissenschaft, 2nd Ed., Münster: LIT Verlag, S. 135-142. [Download] Björn Bohnenkamp/Günter Blamberger (2005): Autor/Star, in: Liebrand, Claudia et. al. [eds.] Einführung in die Medienkulturwissenschaft, 2nd Ed., Münster: LIT Verlag, S. 245-256. [Download] Other Research Publications (1) Björn Bohnenkamp (2008): Das Ende der Generationen, in: GDI Impulse, Wissensmagazin für Wirtschaft, Gesellschaft, Handel, Nr. 3/2008. S. 8-14. Dipl.-Kfm. Victor Henning: Journal Articles (refereed) – US- and UK-Journals (3) Hennig-Thurau, Thorsten, Victor Henning, Henrik Sattler, Felix Eggers, and Mark Houston (2007): The Last Picture Show? Timing and Order of Movie Distribution Channels, in: Journal of Marketing, Vol. 71 (October), 63-83. [Download] Hennig-Thurau, Thorsten, Victor Henning, and Henrik Sattler (2007): Consumer File Sharing of Motion Pictures, in: Journal of Marketing, Vol. 71 (October), 1-18. [Download] Henning, Victor and Andre Alpar (2005): Public aid mechanisms in feature film production: the EU MEDIA Plus Programme, in: Media, Culture & Society, Vol. 27, No. 2, 229-250 [Download] Other Refereed Publications (5) Henning, Victor and Thorsten Hennig-Thurau (2008): The Theory of Reasoned Action: Does it Lack Emotion?, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2008 AMA Summer Educators` Conference, Chicago: American Marketing Association. Henning, Victor and Jan Reichelt (2008): Mendeley - A Last.fm for Resesearch, in: Proceedings of the 4th IEEE International Conference on e-Science, Indianapolis: IEEE. Henning, Victor (2007): The Role of Anticipated Emotions in Hedonic Consumption, in: Cognition and Emotion in Economic Decision Making - Workshop Proceedings, Rovereto: Università degli Studi di Trento. Hennig-Thurau, Thorsten, Victor Henning, Henrik Sattler, Felix Eggers and Mark Houston (2006): Optimizing the Sequential Distribution Model for Motion Pictures, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2006 AMA Summer Educators´ Conference, Chicago: American Marketing Association. [Download] Henning, Victor and Thorsten Hennig-Thurau (2005): Consumer file sharing of motion pictures: Consequences and Determinants, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2005 AMA Summer Educators´ Conference, Chicago: American Marketing Association. * This paper received the Best Paper in Track Award as well as the Overall Best Conference Paper Award of the 2005 AMA Summer Educators´ Conference in San Francisco. Monographs (authored and edited) (1) Hennig-Thurau, Thorsten and Victor Henning (2009): Guru Talk: Die deutsche Filmindustrie im 21. Jahrhundert, Marburg: Schüren Verlag. Invited Book Chapters (3) Henning, Victor, Jason Hoyt and Jan Reichelt (2008): Usage-based Impact Metrics in Research, in: Masum, Hassan and Mark Tovey (Eds.): The Reputation Society, Cambridge: MIT Press (forthcoming). Hennig-Thurau, Thorsten and Victor Henning (2005): Zum Zusammenhang von Qualität, Marketing und Markterfolg bei Spielfilmen, in: Bliemel, Friedhelm W., Andreas Eggert, Georg Fassott, and Jörg Henseler (Eds.): Handbuch PLS-Pfadmodellierung - Methode, Anwendung, Praxisbeispiele, Stuttgart: Schäffer-Poeschel. Henning, Victor, Julian Raabe, and Jan Reichelt (2005): 12snap, in: Ernst, Holger, Stefan Glänzer, and Peter Witt (Eds.): Success Factors of Fast Growing Companies - Selected Case Studies, Wiesbaden: Gabler. Other Research Publications (2) Henning, Victor (2004): An Empirical Study of the Effects of Peer-to-Peer Filesharing on the Film Industry, Working Paper No. 5, Chair for Marketing and Media Research, Bauhaus-University of Weimar, 133 pages. Henning, Victor, Arne Schepker, Jan Kemper, and Jan Lübbering (2003): Sony Music Entertainment (Germany) GmbH: Writing The New Song, Case Study & Teaching Note, European Case Clearing House, University of Cranfield, 44 pages. Dipl.-Ök. Paul Marx: Erverything I have :) (2) Paul Marx (2008): Weiterentwicklung der Conjoint-Analyse: Messung individueller Kundenpräferenzen bezüglich multipler Produkteigenschaften Verlag Dr. Müller, 2008, ISBN 978-3-8364-9152-5 Eggers, F., H. Sattler, T. Hennig-Thurau und P. Marx (2007): Golden Conjoint: A New Method for Measuring Consumer Preference Structures - A Technical Report, Research Papers on Marketing and Retailing, University of Hamburg, 2007. Dr. Michael Paul: Monographs (1) Paul, Michael (2008): Theoriebildung im Marketing: Das Wiederkaufverhalten bei Dienstleistungen [Theory Building in Marketing: Repeat Purchase of Services], Lohmar-Köln, 292 pages. [Download] Journal Articles (Refereed) (4) Paul, Michael, Thorsten Hennig-Thurau, Dwayne D. Gremler, Kevin P. Gwinner, and Caroline Wiertz (2009): Toward a Theory of Repeat Purchase Drivers for Consumer Services, in: Journal of the Academy of Marketing Science, 37 (2), 215-237. [Download] Hennig-Thurau, Thorsten and Michael Paul (2007): Can Economic Bonus Programs Jeopardize Service Relationships?, in: Service Business. An International Journal, 1, 159-175. [Download] Hennig-Thurau, Thorsten, Markus Groth, Michael Paul, and Dwayne D. Gremler (2006): Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships, in: Journal of Marketing, 70 (3), 58-73. [Download] Hennig-Thurau, Thorsten, Kevin P. Gwinner, Dwayne D. Gremler, and Michael Paul (2005): Managing Service Relationships in a Global Economy: Exploring the Impact of National Culture on the Relevance of Customer Relational Benefits for Gaining Loyal Customers, in: Advances in International Marketing, 15, 11-31. [Download] Other Refereed Publications (5) Hennig-Thurau, Thorsten, Michael Paul, and Georg Puchner (2009): Do Relationship Marketing Instruments Really Have an Impact on Service Customers? Insights from a Large-Scale Field Experiment, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2009 AMA Summer Educators´ Conference, 20, 391-392. [Download] Paul, Michael, Thorsten Hennig-Thurau, and Thomas Rudolph (2008): Using Customer Equity to Determine Optimal Multichannel Strategies, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2008 AMA Summer Educators´ Conference, 19, 443-444. [Download] Hennig-Thurau, Thorsten and Michael Paul (2007): Standardizing the Human Component of Services: The Impact of Service Rules on Customer-Perceived Service Quality and Trust, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2007 AMA Summer Educators´ Conference, 18, 20-21. [Download] Hennig-Thurau, Thorsten and Michael Paul (2007): Standardizing Frontline Employee Behavior: The Impact of Aesthetic, Emotional, and Verbal Rules on Service Customers, in: Flexible Marketing in an Unpredictable World: Proceedings of the 36th EMAC Conference. [Download] Paul, Michael, Thorsten Hennig-Thurau, Dwayne D. Gremler, Kevin P. Gwinner, and Caroline Wiertz (2006): Toward a Means-End Theory of Servíce Relationships: Linking Relationship-Driving Benefits with Service Attributes and Motivational Values, in: Enhancing Knowledge Development in Marketing: Proceedings of the 2006 AMA Summer Educators´ Conference, 17, 39-40. [Download] Book Chapters (2) Paul, Michael und Thorsten Hennig-Thurau (2010): Determinanten der Kundenbindung, in: Bruhn, Manfred und Christian Homburg (Hrsg.), Handbuch Kundenbindungsmanagement, 7. vollst. überarb. u. aktual. Aufl., Wiesbaden: Gabler, 81-109. [Download] Hennig-Thurau, Thorsten und Michael Paul (2007): Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges, in: Gouthier, Matthias H. J., Christian Coenen, Henning S. Schulze und Christoph Wegmann (Hrsg.), Service Excellence als Impulsgeber. Strategien - Management - Innovationen - Branchen, 1. Aufl., Wiesbaden: Gabler, 363-382. [Download] Other Research Publications (10) Hennig-Thurau, Thorsten, Michael Paul, and Georg Puchner (2009): Modeling the Chain of Effects of Relationship Marketing Instruments on Customer Perceptions and Behaviors, in: Bernd Stauss, Stephen W. Brown, Bo Edvardsson und Robert Johnston (Hrsg.): QUIS 11: Moving Forward with Service Quality, Ingolstadt, Germany. Wiertz, Caroline, Thorsten Hennig-Thurau, Björn Bohnenkamp, and Michael Paul (2009): Demystifying YouTube: An Analysis of the Drivers of User-Generated Online Video Consumption, 2009 INFORMS Marketing Science Conference, University of Michigan, Ann Arbor, MI. Paul, Michael, Thorsten Hennig-Thurau, and Thomas Rudolph (2008): Identifying the Right Mix of Bricks and Clicks: Customer Equity Maximizing Multichannel Strategies for Service Firms, SERVSIG International Research Conference, Liverpool, UK. Hennig-Thurau, Thorsten, Michael Paul, and Georg Puchner (2008): The Impact of Relationship Marketing Actions on Customer Attitudes and Behavior: Insights from a Large-Scale Field Experiment, 17th Frontiers in Service Conference, University of Maryland, College Park, MD. Paul, Michael, Thorsten Hennig-Thurau, and Thomas Rudolph (2008): How to Allocate Marketing Ressources across Multiple Service Channels? A Customer Value Approach, Rostock Conference on Service Research, Rostock, Germany. [This paper has won the Best Paper Presentation Award.] Hennig-Thurau, Thorsten and Michael Paul (2006): Jeopardizing Customer Loyalty Through Economic Bonus Programs? A Cognitive-Evaluation Theory Perspective of Service Relationships, 14th International Colloquium in Relationship Marketing, Leipzig, Germany. [This paper has won the Best Paper Presentation Award.] Paul, Michael, Thorsten Hennig-Thurau, Dwayne D. Gremler, Kevin P. Gwinner, and Caroline Wiertz (2006): Toward a Theory of Repeat Purchase Drivers for Services: Developing a Coherent Framework and Assessing Driver Importance, Working Paper. Hennig-Thurau, Thorsten, Markus Groth, and Michael Paul (2005): Emotional Contagion in Service Delivery: How Employee Emotions Impact Customers, 20th annual meeting of the Society of Industrial and Organizational Psychology, Los Angeles, CA. Hennig-Thurau, Thorsten, Markus Groth, Michael Paul, and Dwayne D. Gremler (2005): Not all Smiles Are Created Equal: How Employee-Customer Emotional Contagion Impacts Service Relationships, in: Developments in Marketing Science: Proceedings of the Annual Conference of the Academy of Marketing Science, Harlan E. Spotts, ed. Tampa, FL: Academy of Marketing Science. Paul, Michael, Thorsten Hennig-Thurau, Dwayne D. Gremler, and Kevin P. Gwinner (2004): The `Why´ of Service Relationships: Applying Means-End Theory to Understand Consumers’ Desire for Relationship Building, 13th Annual Frontiers in Service Conference, University of Miami, Miami, FL.

Bauhaus-University of Weimar

Faculty of Media

Chair for Marketing and Media Research