Film Business Academy Our Experts Dr. Thorsten Hennig-Thurau

Dr. Thorsten Hennig-Thurau

Professor of Marketing and Media Research - Bauhaus University, Department of Media; Cass Film Business Academy Visiting Professor of Marketing

Research Interests

Relationship Marketing and Management, especially for service firms; Marketing Media Products, especially Motion Picture Research; Electronic Commerce, especially Consumer Behavior on the Internet.

Teaching Interests

Relationship Marketing and Management; Services Marketing and Management; Marketing Media Products, especially Motion Picture Research; Consumer Behavior; Advertising and Brand Management;

Education

Post-Doctorate (i.e., “Habilitation”) in Business Administration (2002), University of Hannover, Lower Saxony, Germany. Post-doctoral theses entitled “Toward a Concept of Market-oriented Organizational Learning for Higher Education Institutions”
Doctorate (summa cum laude) in Business Administration (1998), University of Hannover, Lower Saxony, Germany. Dissertation entitled “Teaching Consumer Competence: A New Tool for Relationship Management” (committee chaired by Ursula Hansen) Diplom-Kaufmann (magna cum laude) in Business Administration (1990), University of Lüneburg, Lower Saxony, Germany.

Academic Experience

Honorary Visiting Professor of Marketing, Cass Business School, City University London (June 2005-present)
Professor of Marketing and Media Research, Bauhaus-University of Weimar (October 2003-present)
Visiting Professor of Marketing and Media Research, Bauhaus-University of Weimar (April 2003-September 2003)
Visiting Professor of Business Administration, University of Münster (September 2002-March 2003)
Assistant Professor of Marketing (Privatdozent), University of Hanover (May 2002-August 2002)
Assistant Professor of Marketing (Wissenschaftlicher Assistent), University of Hanover (1998- April 2002)
Lecturer and Doctoral Student, University of Hanover (1995-1998)

Other Professional Experience

Marketing Consultant, imug Consulting Group, Hannover, Germany (1994-1996). Areas of responsibility included the execution of customer satisfaction measurement and management studies for different companies, image analysis for a large utility company
Industrial Manager (Industriekaufmann), Stulz Air Conditioning GmbH, Hamburg, Germany (1993-1994).
Training for an occupation, Industrial Manager, Stulz Air Conditioning GmbH, Hamburg, Germany (1989-1992).

Services to the Community

Member of the Editorial Review Board of the Journal of Service Research (2003-present)
Member of the Editorial Review Board of the International Journal of Electronic Commerce (2006-present)
Member of the Editorial Review Board of the International Journal of Service Industry Management (2004-present)
Member of the Editorial Board of the International Journal of Internet Marketing and Advertising (IJIMA) (2002-present)
Editor of a Special Issue on “Relationship Marketing and the Internet” of the International Journal of Internet Marketing and advertising (December 2004)
Member of the Advisory Board of the Journal of Relationship Marketing (2000-present)
Regular reviewer for the Journal of Marketing
Regular reviewer for Marketing Science
Regular reviewer for the Journal of the Academy of Marketing Science
Regular reviewer for all leading German academic marketing and management journals, including Zeitschrift fur betriebswirtscaftliche Forschung, Zeitschrift fur Betriebswirschaft, Die Betriebswirtschaft (DBW), and Marketing ZFP.
Reviewer for several international conferences, including AMA Summer Educators’ Conferences, SERVSIG Conferences, and EMAC European Marketing Academy Conference.

Professional Memberships

American Marketing Association (1997-present)
Academy of Marketing Science (2005-present)
Verband der Hochschullehrer für Betriebswirtschaftslehre (1999-present)

Research Awards

2000: Best Paper Award of the conference at the 3rd workshop on "Management of Higher Education", Bommerholz/Witten, Germany, for the paper “Hochschulbindung als Zielgröße für das Hochschulmarketing” [Student Retention Once More: Empirical Results from a Large Sample Study], co-authored by Markus F. Langer and Frank Ziegele.

2001: Best Paper Award of the Global Marketing Track at the 2001 AMA Summer Educators' Conference for the paper “Consumers’ Decision-Making Style as a Basis for Market Segmentation”, co-authored by Klaus-Peter Wiedmann, Gianfranco Walsh and Vincent-Wayne Mitchell

2002: JSR Excellence in Service Research Award as best article of the year published in the Journal of Service Research for the article „Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality“ (co-authored by Kevin Gwinner and Dwayne Gremler)

Best Paper Award of the Consumer Behavior Track at the 2001 AMA Summer Educators' Conference for the paper “Conceptualizing Consumer Confusion” (co-authored by Gianfranco Walsh und Vincent-Wayne Mitchell)

2004: 2004 Research Award of the British Academy of Marketing for research on “How Employees` Emotional Labor Strategies Affect Customer Retention” (co-authored by Markus Groth and Gianfranco Walsh)

Literati Club Award for Excellence – Outstanding Paper for the article „Customer
Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment, and Retention “ as best article of the 2004 volume of the International Journal of Service Industry Management

2005: Best Paper Award of the E-Commerce and Technology Track of the American Marketing Association’s 2005 Summer Educators' Conference for a paper titled “Consumer File Sharing of Motion Pictures: Consequences and Antecedents” (co-authored by Victor Henning)

Overall Best Paper Award of the American Marketing Association’s 2005 Summer Educators' Conference der American Marketing Association for a paper titled “Consumer File Sharing of Motion Pictures: Consequences and Antecedents” (co-authored by Victor Henning)

2006: Best Paper Presentation Award of the 14th International Colloquium in Relationship Marketing for the paper 'Jeopardizing Costumer Loyalty through Economic Bonus Programs? A Cognitive-Evaluation Theory Perspective of Service Relationships' (co-authored by Michael Paul).

2007: Best Paper Award of the American Marketing Association's 2007 Winter Educators' Conference of the American Marketing Association for a paper titled 'The Dark Side of Hierarchical Loyalty Programs: Testing Customer REactions to Relationship Status Reductions' (co-authored by Tillmann Wagner)

Publications

Monographs

Hennig, Thorsten (1995): Die Abgrenzung und Strukturierung von Produktmärkten [Structuring Product Markets], Marburg: Tectum Publ., 165 pages.

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.

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 is available since 2002.

Hansen, Ursula, Thorsten Hennig-Thurau, and Ulf Schrader (2001): Produktpolitik – Ein kunden- und gesellschaftsorientierter Ansatz [Product Policy: An Integration of Customeroriented and Societal Perspectives], 3rd Ed., Stuttgart: Schäffer-Poeschel, 320 pages.

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 (in print).

Journal Articles (refereed) – US- and UK-Journals

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.

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.

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.

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.

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.

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/documents/hennig06-01.pdf].

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 article has won the 2002 JSR Excellence in Service Research Award.

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.

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.

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.

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 (No. 1/Winter), pp. 38-52.

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.

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.

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.

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.

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 (July), pp 58-73.

Walsh, Gianfranco, Thorsten Hennig-Thurau, and Vincent-Wayne Mitchell (2006): Consumer Confusion Proneness: Scale Development, Validation, and Application, in: Journal of Marketing Management, Vol. 22 (forthcoming).

Hennig-Thurau, Thorsten, Gianfranco Walsh, and Mark B. Houston (2006): The Differing Roles of Success Drivers Across Sequential Channels, in: Journal of the Academy of Marketing Science, Vol. 34 (4), 559-575.

Hennig-Thurau, Thorsten, Mark B. Houston, and Shrihari Sridhar: Can Good Marketing Carry a Bad Product? Evidence from the Motion Picture Industry, in: Marketing Letters, Vol. 17, pp. 205-219.

Hennig-Thurau, Thorsten and Michael Paul (2007): Can Economic Bonus Programs Jeopardize Service Relationships?, in: Service Business: An International Journal, Vol. 1 (forthcoming).

Hennig-Thurau, Thorsten, victor Hennig, 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), forthcoming.

Journal Articles (refereed) – German-language Journals

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

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.

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.

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.

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 Extension of
Tech-Q], in: Die Betriebswirtschaft, Vol. 59, No. 1, pp. 23-38.

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.

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.

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.

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.

Hennig-Thurau, Thorsten, Ursula Hansen and Daniel Bornemann (2001): Zur Akzeptanz sozial-ökologischer Geldanlagen bei privaten Investoren [On Consumers’ Acceptance of Social-Ecological Investments], in: Zeitschrift für angewandte Umweltforschung, Vol. 14, No. 1-4, pp. 198-216.

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, pp. 95-109.

Hennig-Thurau, Thorsten (2004): Spielfilme als Anlageobjekte: Die Höhe des Filmbudgets als Grundlage der Investitionsentscheidung [Investing in Motion Pictures: The Role of the Movie Budget for Box Office and Profitability], in: Zeitschrift für betriebswirtschaftliche Forschung, Vol. 56, March, pp. 171-188.

Hennig-Thurau, Thorsten, Gianfranco Walsh, and Ulf Schrader (2004): VHB-JOURQUAL: Ein Ranking von betriebswirtschaftlich-relevanten Zeitschriften auf der Grundlage von Expertenurteilen [A Ranking of Business Journals Based on Expert Judgements], in: Zeitschrift für betriebswirtschaftliche Forschung, Vol. 56, September, pp. 520-545.

Hennig-Thurau, Thorsten and Dominik Dallwitz-Wegner (2004): Zum Einfluss von Filmstars auf den Erfolg von Spielfilmen [On the Impact of Stars on the Success of Motion Pictures], in: MedienWirtschaft – Zeitschrift für Medienmanagement und
Kommunikationsökonomie, Vol. 1, No. 4, pp. 157-170.

Other Refereed Publications

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.

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.

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.

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.

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.

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.

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 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, 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, 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, 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.

Paul, Michael, Thorsten Hennig-Thurau, Dwayne Gremler and Kevin Gwinnwe (2006): Toward a Means-Ends 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.

Hennig-Thurau, Thorsten, victor Hennig, 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.

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.

Publications in Books Edited by other Authors

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

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.

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.

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.

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.

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.

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.

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 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.

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, 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.

Hennig-Thurau, Thorsten (2002): Zum Beziehungserfolg bei Dienstleistungen: Die Bedeutung transaktionaler und relationaler Leistungsmerkmale [Relationship Success of Service: Transactional vs. Relational Benefits], in: Hinterhuber, Hans H. and Heinz K. Stahl: Erfolg durch "Dienen"? Zur wertsteigernden Führung von Dienstleistungsunternehmen, Renningen and Vienna: Expert und Linde Verlag, pp. 63-90.

Hennig-Thurau, Thorsten and Daniel Bornemann (2003): 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, pp. 111-147.

Bruhn, Manfred and Thorsten Hennig-Thurau (2004): Markenpolitik und Relationship Marketing [Branding and Relationship Marketing], in: Bruhn, Manfred (ed.): Handbuch Markenpolitik, 2nd ed., Wiesbaden: Gabler, pp.391-420.

Hennig-Thurau, Thorsten (2004): Der Planungs- und Entwicklungsprozess neuer Markenartikel [Planning and Developing New Brands], in: Bruhn, Manfred (ed.): Handbuch Markenpolitik, 2nd ed., Wiesbaden: Gabler, pp. 699-722.

Hennig-Thurau, Thorsten (2004): There’s No Business Like Movie Business: Überlegungen zu den Erfolgsfaktoren von Spielfilmen [There’s No Business Like Movie Business: Some Speculations on the Drivers of Movie Success], in: Wirtz, Bernd (ed.): Handbuch Medienmanagement, Wiesbaden: Gabler, pp. 365-392.

Hennig-Thurau, Thorsten and Torsten Heitjans (2004): Marken und Spielfilme [Branding Motion Pictures], in: Baumgarth, Carsten (ed.): Erfolgreiche Markenpolitik für Medien, Wiesbaden: Gabler, pp. 63-86.

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 PLSPfadmodellierung, Wiesbaden: Gabler, pp. 211-223.

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, pp. 327-340.

Publications in Encyclopediae

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.

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.

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 „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 „Sozialkompetenz“ [Social Skills], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 1578-1579.

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 „Kundenzufriedenheitsmessung“ [Measuring Customer Satisfaction], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 882-883.

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 „Kundenbarometer, nationale“ [National Customer Satisfaction Indices], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 846-847.

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 „Critical Incident-Technik“ [Critical Incident Technique], in: Diller, Hermann (ed.): Vahlens Großes Marketing-Lexikon, 2nd ed., Munich: Vahlen, pp. 246.

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.

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.

Working Papers and Other Research Publications

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.

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.

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.

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 (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.

Hennig-Thurau, Thorsten (1998): Re-thinking the Customer's Role: Active Co-producer, not Passive User, in: SOCAP Newsletter, Winter 1998, pp. 2-3

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 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.

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.

Hennig-Thurau, Thorsten, Gianfranco Walsh, and Ulf Schrader (2003): VHB-JOURQUAL: Ein Ranking von betriebswirtschaftlich-relevanten Zeitschriften auf der Grundlage von Expertenurteilen [A Ranking of Business Administration Journals Based on Expert Judgments], working paper No. 1, Chair of Marketing and Media Research, Bauhaus-
University of Weimar, 34 pages.

Hennig-Thurau, Thorsten and Dominik Dallwitz-Wegner (2003): Zum Einfluss von Filmstars auf den ökonomischen Erfolg von Spielfilmen, [How Movie Stars Impact Movie Success], working paper No. 2, Chair of Marketing and Media Research, Bauhaus-University of 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.

Presentations made at Scholarly Conferences

February 19, 1998: Qualitätsmanagement von Hochschulen: Faculty-Q als Erweiterungskonzept von Teach-Q [Quality Management of Higher Educational Institutions], first workshop "Management of Higher Education", commission of
Management of Higher Education, Association of Business Admistration, Bommerholz/Witten, Germany (with Ursula Hansen and Markus F. Langer).

April 21, 1998: National Consumer Satisfaction Indices: Critically Investigating and Generating Proposals for Improvement from an Application Perspective, Workshop on Quality Management in Services, EIASM, Ingolstadt, Germany (with Ursula Hansen).

November 26, 1998: Does it Pay to Invest in Customers?, Sixth Conference of the European Section of the Society of Consumer Affairs Professional in Business (SOCAP), Bremen, Germany.

February 18, 1999: Studierendenbindung: Relevanz, Modellierung, Managementimplikationen [Student Retention: Some Words on the Relevance and Measurement of a New Strategic Tool for Higher Educational Instititons], second workshop Management of Higher Education", commission of Management of Higher Education, Association of Business Admistration, Bommerholz/Witten, Germany (with Markus F. Langer).

February 7, 2000: The Rationales of Service Relationships: Integrating Company-oriented and Customer-oriented Relational Benefits, 2000 AMA Winter Educators' Conference, San Antonio: Texas (with Kevin P. Gwinner and Dwayne D. Gremler).

February 24, 2000: Hochschulbindung als Zielgröße für das Hochschulmarketing [Student Retention Once More: Empirical Results from a Large Sample Study], third workshop "Management of Higher Education", commission of Management of Higher Education, Association of Business Administration, Bommerholz/Witten, Germany (with Markus F. Langer and Frank Ziegele). This presentation received the overall Best Paper Award of the conference

January 19, 2001: Kundenartikulationen im Internet - Virtuelle Meinungsplattformen als Herausforderung für das Marketing [Customers’ Articulations on the Internet], Annual Conference of German Marketing Academics, Bad Homburg, Germany.

August 11, 2001: Customer Orientation of Service Employees – A Conceptual Framework, 2001 AMA Summer Educators’ Conference, Washington, D.C. (with Claudia Thurau)

August 12, 2001: Consumers’ Decision-Making Style as a Basis for Market Segmentation, 2001 AMA Summer Educators’ Conference, Washington, D.C. (with Klaus-Peter Wiedmann, Gianfranco Walsh, and Vincent-Wayne Mitchell). This paper received the Best Paper Award of the Global Marketing Track of the 2001 AMA Summer Educators' Conference

August 12, 2001: A Relationship Marketing Perspective of Complaint Satisfaction in Service Settings: Some Empirical Findings, 2001 AMA Summer Educators’ Conference, Washington, D.C.

June 28, 2002: Assing the Attractiveness of Ownership-Substituting Services, 2002 Frontiers in Services Conference, Maastricht, The Netherlands (with Ulf Schrader).

June 29, 2002: Why Customers Articulate Themselves on the Internet - An Extension of the Word-of-Mouth Concept, 2002 Frontiers in Services Conference, Maastricht, The Netherlands (with Kevin P. Gwinner and Dwayne D. Gremler).

August 4, 2002: Conceptualizing Consumer Confusion, 2002 AMA Summer Educators’ Conference, San Diego (with Gianfranco Walsh and Vince-Wayne Mitchell). This paper received the Best Paper Award of the Consumer Behavior Track of the 2002 AMA Summer Educators' Conference.

August 5, 2002: Going to the Movies - or Renting Them, 2002 AMA Summer Educators’ Conference, San Diego (with Gianfranco Walsh, Klaus-Peter Wiedmann, and Mark B. Houston).

August 17, 2003: Unveiling the Mysteries of Motion Picture Success: An Interrelationship Approach of the Determinants of Motion Picture Box Office, 2003 AMA Summer Educators’ Conference, Chicago (with Mark B. Houston and Gianfranco Walsh).

August 17, 2003: Managing Service Relationships in a Global Economy: Refining and Extending the Concept of Customer Relational Benefits, 2003 AMA Summer Educators’ Conference, Chicago (with Kevin P. Gwinner and Dwayne D. Gremler).

October 12, 2003: Exporting Media Products: Understanding the Success and Failure of Hollywood Movies in Germany, Association of Consumer Research North American Conference, Vancouver (with Gianfranco J. Walsh and Matthias Bode).

October 25, 2003: Consumption-Related Consumer-to-Consumer Communication via the Internet: Implications for e-tailing, Frontiers in Services Conference, Washington, D.C. (with Kevin P. Gwinner, Dwayne D. Gremler, and Gianfranco Walsh).

October 25, 2003: Emotional Labor: Review of the Literature and Implications for Service Research, Frontiers in Services Conference, Washington, D.C. (with Kevin P. Gwinner and Dwayne D. Gremler).

August 7, 2004: Is There Anything Different about Relationships in Cyberspace? Comparing the Impact of Relationship Quality on Customer Retention in Online and Offline Environments for Two Services, 2004 AMA Summer Educators’ Conference, Boston (with Daniel Bornemann and Gianfranco Walsh)

August 8, 2004: Examining Customer-related Outcomes and Antecedents of Service Employees’ Emotional Labor Strategies for Interactive and Individualized Services, 2004 AMA Summer Educators’ Conference, Boston (with Markus Groth and Gianfranco Walsh)

August 8, 2004: The Good, the Bad, and the Studio-Manufactured Buzz: Can Good Marketing Carry a Bad Motion Picture?, 2004 AMA Summer Educators’ Conference, Boston (with Mark B. Houston)

October 29, 2004: The ‘Why’ of Service Relationships: Applying Means-End Theory to Understand Consumers’ Desire for Relationship Building, Frontiers in Services, Miami (with Michael Paul, Dwayne Gremler, and Kevin Gwinner)

May 27, 2005: Customer Relationship Benefits: A Cross Cultural Perspective, Special Session, 2005 Academy of Marketing Science, North-American Conference, Tampa (with Kevin Gwinner and Dwayne Gremler)

May 28, 2005: Not All Smiles Are Created Equal: How Employee-Customer Emotional Contagion Impacts Service Relationships, 2005 Academy of Marketing Science North- American Conference, Tampa (with Markus Groth, Michael Paul, Dwayne D. Gremler)

August 1, 2005: Consumer File Sharing of Motion Pictures: Consequences and Antecedents, 2005 AMA Summer Educators’ Conference, San Francisco (with Victor Henning)

August 5, 2006: Towards a Means-End Theory of Service Relationships, 2006 AMA Summer Educators' Conference, Chicago (with Michael Paul, Dwayne Gremler, and Kevin Gwinner)

August 6, 2006: Enhancing Cultural Positioning: Understanding the Success and Failure of Hollywood Movies in Germany, 2006 AMA Summer Educators' Conference Chicago (with Victor Hennig, Henrik Sattler, Felix Eggers, and Mark Houston)

August 15, 2006: Service with a Smile: Linking Employee Emotional Labor with Employee Determinants, Customer Perceptions, and Customer Outcomes, 2006 Academy of Management Conference, Atlanta (with Markus Groth and Gianfranco Walsh)

August 15, 2006: Willing and Able to Fake It: How Beliefs about Inauthenticity Moderate the Relationship Between Emotional Labor and Employee Outcomes, 2006 Academy of Management Conference, Atlanta (with Markus Groth and Doug Pugh)

September 15, 2006: Jepardizing Customer Loyalty through Economic Bonus Programs? A Cognitive-Evaluation Theory Perspective of Service RElationships. 14th International Colloquium in Relationship Marketing, Leipzig (with Michael Paul)

November 11, 2006: What is a Movie Brand Worth? Conceptualizing and Measuring the Brand Extension Value of Motion Pictures, 8th Business & Economics Scholars Workshop Summit in Motion Picture Industry Studies, Fort Lauderdale (with Mark Houston and Torsten Heitjans)

Accepted for presentation: The Dark Side of Hierachical Loyalty Programs: Testing Customer REactions to Relationship Status Reductions, 2007 AMA Winter Educators' Conference, San Diego (with Tillmann Wagner)