Michael Paul
Michael Paul
Professor of Marketing, University of Augsburg
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Cited by
Cited by
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
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
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, 215-237, 2009
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
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
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
Research on international service marketing: A state of the art 15, 11-31, 2005
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
Can economic bonus programs jeopardize service relationships?
T Hennig-Thurau, M Paul
Service Business 1, 159-175, 2007
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
Measuring customer experiences: a text-based and pictorial scale
M Gahler, JF Klein, M Paul
Marketing Science Institute Working Paper Series Report, 2019
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 …, 2015
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 25 (2), 211-226, 2022
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments
M Gahler, JF Klein, M Paul
Journal of Service Research, 10946705221126590, 2022
Toward holistic frontline employee management: An investigation of the interplay of positive emotion displays and dress color
M Bruder, AT Lechner, M Paul
Psychology & Marketing 38 (11), 2089-2101, 2021
Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges
T Hennig-Thurau, M Paul
Service Excellence als Impulsgeber: Strategien—Management—Innovationen …, 2007
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
Subtle but spotted? Influencing factors of customer-perceived weight discrimination
SN Kralj, AT Lechner, M Paul
Journal of Services Marketing, 2019
Determinanten der Kundenbindung
M Paul, T Hennig-Thurau
Handbuch Kundenbindungsmanagement 7, 81-109, 2010
What drives consumption and engagement on online media sharing platforms? An investigation of YouTube
M Paul, T Hennig-Thurau, C Wiertz, B Bohnenkamp
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
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